Frequently Asked Questions
Take off the white cover and look on the back of the cover. The model number should be written on the back of the cover. If it isn't, no worries. You can find the model number by accurately measuring the HEIGHT and WIDTH of the door opening. Put those numbers together: HEIGHT then WIDTH, and that is the model number. For example, if the HEIGHT is 18" and the WIDTH is 12", the model is an 1812.
Our model numbers are: 1008, 1210, 1510, 1514, 1812, 2014, 2412, 2614, 3014 and 3614.
A good way to determine the proper opening size is to measure your dog’s or cat’s height and width, then use a cardboard cutout to simulate an actual door. In addition, putting a treat on the other side of the “door” will provide incentive for your pet to pass through the opening.
Once you get your measurements, select a size slightly larger from one of our ten sizes. You want it slightly larger rather than smaller because your pet may become less agile as they age.
- IMPORTANT – OVERALL DOOR DIMENSIONS:
- The overall height of the door is over twice as high as the pet opening (as shown)
- The pet door frame is 4" thick
- Dog door will protrude when installed on human door
- Carefully measure for installations below a window
When ordering a new door, you should also know the width of your exterior wall. If it is wider than 6 inches, you will need a wall extension. Measure the wall from the paint on the exterior to the paint on the exterior and that is the wall thickness. You can also check with your builder or look at the house plans for new construction. You can order the wall extensions when you place your door order.
First, you must take off the white cover to troubleshoot any problems
- Look for something obvious such as a broken or loose cable, broken spring, etc. Purchase a rebuild kit and change those parts.
- Turn the on/off switch to on, do you see a green light on the electronic box? NO, You need a new electronic box.
- Turn the on/off switch to on, do you see a green light on the electronic box? YES, then you know power is getting to the motor.
- Does the motor spin but the cable doesn't move with it? The gears are probably broken and the motor can't lift the cable, get a new motor.
- Do you hear any noises in the motor such as grinding? The gears are broken, get a new motor.
The instructions come with your door. You can see the instructions here: Installation Instructions
Take off the white cover and look for an obvious problem such as the cable is off track or broken.
Check the lexan door tracks to make sure they are not clogged up with dirt or pet hair. Wipe them off and add new axle grease to the grooves. Put the grease onto your fingers and generously add grease to the tracks.
If the axle grease did not help, do your best to jostle the door down. The motor gears are most likely broken and, hence, the sticking. If it will not descend, you may need to cut the string. Manually rotate the motor pulley on direction or the other and it will descend. Order a new motor and rebuild kit and you will be back in business for many years to come.
Take off the white cover and look on the black box for the sensitivity settings. Turn it in tiny amounts and test the sensitivity. Clockwise increases the sensitivity. See: "How to adjust Open Time or Sensitivity Settings" below for more information.
If the adjustments do not help, you need a new electronic box. You can order it on our parts page.
Take off the white cover and look on the black box for the open time settings. Change the settings so the door is open longer. It can stay open for up to 12 seconds. See: "How to adjust Open Time or Sensitivity Settings" below for more information.
You can order a wall extension to fit wide walls. If you know you need it when ordering the door, make the correct selection on the door options page when you place your order. To determine if you need one, measure the wall width from the paint on the outside to the paint on the inside and this is your wall width. If you need one after the fact, you can order the wall extension on our parts page.
Take off the white cover and look on the black box for a sensitivity setting. Turn the dial in tiny increments and test the sensitivity or open time. Move the dial gently and in small increments. DO NOT FORCE THE DIAL!!
The motor gears are bad or slipping. Manually rotate the motor pulley one complete rotation. If it feels rough, the motor gears are broken. You need a new motor.
You can order the part on our parts page.
Take off the white cover. Look for a light on the electronics box. You should see a green light when you turn the switch on. If the motor turns but is rough or you hear noise, you need a new motor. The motor should be smooth when moving. If the motor turns but does not lift the cable, the gears are broken and cannot lift the door, you need a new motor. In very cold climates, you can spray some WD-40 into the bullseye to help the motor run more smoothly. If you do not see the green light when you switch the door on, the problem is in the electronic box.
Take off the white cover and look on the black box for the Sensitivity settings. Adjust the sensitivity settings. If this doesn't work, the electronics box need to be replaced.