Technical help
 
This help refers to Dorgard products purchased AFTER 1st October 2002.

If you need to contact our Customer Care Dept please have the following information ready:

  • When was your Dorgard fitted?
  • Do you have a problem with your Dorgard?
  • If so when did the problem start?
  • When were the batteries fitted in the Dorgard?
  • What action (if any) have you taken to solve problem?

    The following are the most frequently asked questions that our Customer Care Department receives. We ask that you read and consider the suggested actions prior to contacting us as we are sure these suggested remedies would resolve the problem you are experiencing.

    Dorgard is not releasing to the fire alarm

    Dorgard releases to no apparent sound

    Door creeps closed with plunger fully depressed

    Dorgard does not "retain" door in open position

    Dorgard is not operating - Beeps all the time

    Ferrules are wearing out


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    I need technical help

    Listed below are some options that may relate to problems you are experiencing with your Dorgard. Please complete the form; this will help us respond to your enquiry promptly. If there are no options that cover your fault, please type in the comment box.
     
         
    Sound related problems:  
    Mechanical problems:  
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    Dorgard is not releasing to the fire alarm
    Refer to User Guide-Troubleshooting p9 point  1

    Possible Fault - Fire alarm doesn't sound for 30 seconds
    Action - Sound fire alarm for at least 30 seconds

    Possible Fault - The closing action of the door is hindered by the carpet etc
    Action - Ensure that the door is free to close unhindered

    Possible Fault - Fire alarm is not a continuous sound
    Action - Refer to User Guide “Adjusting the Dorgard unit” page 8

    Possible Fault - The Fire alarm is not achieving 65dB, or is reduced by closed doors
    Action - The fire alarm must achieve 65 dB in all accessible parts of the building with doors shut. Contact the fire alarm supplier/installer to rectify the fault

    Possible Fault - The Plunger is not depressed properly (min 8-10mm of down travel),
    this activates the listening of Dorgard
    Action - Move Dorgard up to ensure that the Plunger has at least 8 - 10mm of downward travel before the rubber ferrule makes contact with the floor.

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    Dorgard releases to no apparent sound
    Refer to User Guide-Troubleshooting p9 point 2

    Possible Fault - Dorgard releases to: vacuum cleaners, spin dryers, washing machines, food mixers, etc.
    Action - These sounds may activate Dorgard. Refer to User Guide “Adjusting the Dorgard unit” page 8

    Possible Fault - If the door is bumped in the opening direction Dorgard will release, eg by a wheelchair etc
    Action - No action required as this is not a fault. Dorgard mechanically releases when door is pushed in open direction.

    Possible Fault - Dorgard is installed on the incorrect side of the fire door (the opening side). The overhead door closer is causing Dorgard to manually release.
    Action - Re-install Dorgard on the closing side (the side that shuts into the door frame).

    Possible Fault - Every week Dorgard releases to no sound.
    Action - No action is required as Dorgard performs an automatic self test every 7 days. This will allow the plunger to release allowing the door to close.

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    Door creeps closed with plunger fully depressed.
    Refer to User Guide-Troubleshooting p10 point 3

    Possible Fault - Dorgard is mounted too high above the floor. The rubber ferrule does not make good contact with the floor or does not locate into the hole of the floor plate.
    Action - Re-install Dorgard in a lower position. Ideally allow no more than 10mm plunger down travel before the ferrule makes contact with the floor. Refer to User Guide-Installation p4

    Possible Fault - The overhead door closer is set too strong.
    Action - The door closer may require adjustment to reduce the closing force. Or fit DG 1328-FP Floor Plate Kit (supplied).

    Possible Fault - The floor surface is very smooth.
    Action - Install the DG 1328-FP Floor Plate Kit (supplied).

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    Dorgard does not "retain" door in open position
    Refer to User Guide - Troubleshooting p10 point 4

    Possible Fault - Plunger will not stay down
    Action - Depressing the plunger towards the door will cause the plunger to release. Refer to User Guide –“Operating Dorgard” page 6

    Action - Ensure battery compartment is fully closed after batteries have been installed

    Action - Dorgard may be fitted too low on the door. This does not allow enough travel on the plunger to allow for it to 'lock down'. Move Dorgard up slightly to allow at least 8-10mm of plunger down travel

    Action - Replace the batteries. Dorgard has detected the batteries are flat and has failed the unit to a 'Safe Condition'

    Possible Fault - Dorgard is installed on the incorrect side of the fire door (the opening side). The overhead door closer is causing Dorgard to release manually.
    Action - Re-install Dorgard on the closing side (the side that shuts into the door frame). Refer to User Guide-Installation p4

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    Dorgard is not operating – beeps all the time
    Refer to User Guide -Troubleshooting p10 point 5

    If a fault develops Dorgard will sound a series of beeps (tones). These tones are High (H) and (L) tones. The tones you may hear are listed below e.g.  LHLL pause, LHLL etc In addition the LED will flash short (S) and long (L) flashes - SLLL every 2 secs. Listen carefully to the tones, as the following will help solve the problem.

    Possible Beep –HLLL, repeated every 17 mins, then HLLL x 5 every 1hr 8 mins - Dorgards batteries are flat.
    Action - Replace the batteries with new alkaline 'C' size x 2

    PossibleBeep –L every 2 secs. The battery compartment is open.
    Action - Ensure battery compartment is fully closed after batteries have been re-installed.

    Possible Beep – HLLL every 2 secs. It may be a fault caused by installation and may beep after only a few days of the batteries been installed.
    Action - Ensure that the fire door surface where Dorgard is installed is smooth/flat and has no irregularities, bumps or bends etc. This can twist the Dorgard unit and may cause internal damage Refer to User Guide-Introduction p1

    Possible Beep – HHHH, pause, LLL, pause 2 secs: contd: Plunger not releasing.
    Action – Check the plunger is free to travel fully up and does not foul on the door or its fittings. If fault continues fit the yellow ‘DO NOT USE’ sign, REMOVE BATTERIES and ensure that the Dorgard is rendered safe (that is, it will not hold open in its current condition). Contact Customer Care.

    Possible Fault - The batteries are new and recently re-installed but the Dorgard still beeps.
    Action - Fit the yellow 'DO NOT USE' sign, REMOVE BATTERIES and ensure that the Dorgard is rendered safe (that is, it will not hold open in its current condition). Contact Customer Care Dept

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    Ferrules are wearing out

    Possible Fault - The doors are being dragged closed whilst the plunger is depressed.
    Action - Install the DG 1328-FP Floor Plate Kit (supplied),and replace damaged ferrule (twist off to replace).

    Possible Fault - Dorgard is mounted too high above the floor. The rubber ferrule does not make good contact with the floor.
    Action - Re-install Dorgard in a lower position allowing no more than 10 mm of plunger down travel before contact is made with the floor. Refer to User Guide-Installation p4

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    If you are experiencing difficulties with your New Generation Dorgard, (Purchased after October 2002) read through and consider this Dorgard user guide.