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Technical Support

Select the product you would like technical support for below. For support involving Freedor Pro, Dorgard Pro and Digital Messaging Service (DMS), please contact us.

Dorgard

A wireless fire door retainer that holds open fire doors, allowing them to automatically close on the sound of the fire alarm.

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How long do the batteries last?
Batteries should last up to 12 months.
I want to set my Dorgard to release at night. How do I do this?

Insert the batteries at 12:00 noon for real-time. See dip switches on the back. Select 4, 3 or 4&3 for release at 20:00, 21:00 or 22:00. For more information, contact Customer Support.

What do the beeping tones mean?
Sound Problem Solution
Repeated hi hi hi hi lo lo lo lo (4hi4lo) Plunger problem Check the condition of the rubber foot, check how the plunger sits in the floorplate cup, check the plunger is not jammed.
Repeated single beep every couple of seconds Battery insertion problem Check how batteries are inserted, battery compartment secure with top flush to the unit.
Repeated hi lo lo lo Low battery power Replace batteries
Single hi lo every 15 minutes or so Batteries starting to wear low
Should I use a particular type of battery and can I use rechargable ones?

Rechargeable batteries are not to be used. Duracell Pro-cell L414 batteries are recommended. Contact your supplier or we can supply batteries, just contact us.

One of my Dorgards is releasing to no apparant sound. What could be the problem?

This could be a plunger issue. Sometimes the plunger will release if it doesn’t have good purchase with the ground or floorplate. Check the Dorgard has been installed properly and the rubber foot is not worn. We can supply new rubber feet if required, just contact our customer service team or buy online.

If it is not a plunger issue, the sensitivity may need to be adjusted. To adjust the sensitivity, refer to your fitting and operating guide or call our customer service team. They are happy to help.

Why is the door creeping closed when the Dorgard plunger is pressed down fully?

Does the rubber foot make contact with the floor when the plunger is pushed down? If not, try repositioning the Dorgard on the door or fit the floorplate supplied. If the floor is a bit slippery, fit the floorplate so the rubber foot stays in contact with the floor.

Why is my Dorgard not holding the fire door in an open position?

Check the plunger is pushed down and the battery compartment is closed. Also, check that the Dorgard is installed on the side of the door that closes into the door frame.

Still got questions? Contact us by phone, email or use the live chat. We are available every weekday from 9am – 5pm.

Dorgard SmartSound

A wireless solution for legally holding open fire doors, automatically releasing them to close when a fire alarm sounds. Dorgard SmartSound combines the ever-popular Dorgard with brand-new SmartSound noise-filtering technology.

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How long do the batteries last?

Dorgard SmartSound batteries should last 3 years with normal use. 

What do the lights mean?
The lights (or ‘LEDs’) are Fire, Power and Fault. Thet light up to indicate Fire alarm, battery power level, or fault condition.

Should the LEDs be lit up?

No LED’s are lit in normal use. They light up to indicate Fire alarm, battery power level, or fault condition.

How do I set the Anti Drag (carpet friendly) feature?

Push the plunger down and manually release it five times in one minute. When this anti drag feature has been set correctly, your unit will beep once. Once you’ve done this, the door will automatically release if someone tries to drag it.

Why is Dorgard SmartSound releasing when I move the door?

The carpet safe feature means the plunger cannot be dragged across your floors.

Will Dorgard SmartSound work with my voice alarm?

Yes. Most voice alarms have a tone which sounds for 3-8 seconds prior to the voice evacuation message. Dorgard SmartSound will recognise this tone and close the door.

Freedor SmartSound

An overhead door closer which makes opening and closing a fire door effortless.

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How long does the battery pack last?

Freedor SmartSound battery packs are guaranteed for 3 years.

What do the lights mean?

The lights, or LEDs, indicate radio, power, fire and fault.

Should the lights be on?

No LEDs lit in normal use. They light up to indicate Fire alarm, battery power level or fault condition.

Why is my Freedor SmartSound beeping?

This is possibly due to a fault with your Freedor SmartSound. Please contact our customer service team.

My Freedor SmartSound is not holding the door open. What can I do?

Try doing a full reset on the Freedor SmartSound. If you are unsure how to do this, please contact our customer service team.

Still got questions? Contact us by phone, email or use the live chat. We are available every weekday from 9am – 5pm.

Deafgard

Deafgard is a portable device which alerts people in an emergency. Designed for the deaf and hard of hearing, Deafgard has a vibration pad and flashing light which wakes people up on the sound of the alarm.

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How long do the batteries last?
Batteries should last up to 12 months.
Why didn't Deafgard react to the fire alarm?

Please check the sound of your alarm. Deafgard will only activate with a fire alarm louder then 75dB. Another possibility is that the sensitivity may need to be adjusted. Please refer to the user guide or call our customer service team who will be happy to help.

Why isn't the pillow pad vibrating?

Check that Deafgard is switched on and that the batteries don’t need replacing. Also, check that the cable from the pillow pad is connected securely to the Deafgard unit and that the pillow pad is not in the cradle.

Why are the lights not flashing?

Check that the Deafgard is switched on and that the batteries don’t need replacing.

Why is there no display on the LCD?

Check that the Deafgard is switched on and that the batteries don’t need replacing.

What do the error messages mean?

Error messages

  • ER01 – PAD
  • ER02 – Motor jam
  • ER04 – Audio error
  • ER08 – Flash error
  • ER10 – Comms error
  • ER20 – Batteries flat (This may also show up on the screen as “BATT”)

How to troubleshoot and reset.

  • Remove the pillow pad from the cradle.
  • Remove all 4 batteries from the unit.
  • Check the age of the batteries, and if over 12 months old, replace them all with new.
  • After 20 seconds re-insert the batteries.
  • Perform a self-test by pressing MUTE/SNOOZE.
  • The word ‘TEST’ should show on the screen.
  • Both strobes should be flashing, there should be a continuous bleep and the pillow pad should vibrate.
  • The status light should flash GREEN once every 15 seconds.
  • After 10 seconds, the test should stop.
  • The screen should show the time.
  • The strobes should stop flashing, the bleeping should stop and the pillow pad should stop vibrating.
  • The status light should flash GREEN once every 15 seconds.

Test the unit, and if the fault persists, contact Customer Support.

Still got questions? Contact us by phone, email or use the live chat. We are available every weekday from 9am – 5pm.

Still need support? Call us today

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