Possible reason
1. installation issue: the Header is not follow the instruction to install.
solution:
For pull application
We suggest install the door operator 2 inches above the door.
Please see the FAQ "How to install the door operator" for detail information.
For push application
Make sure you mount the unit bottom flush with the bottom of the frame.
Please see the FAQ "How to install the door operator" for detail information.
2. The door frame is concave or the header can not install on the proper position because the installation environment not allowed.
solution:
Change to Z pull arm
We provide Z-arms
Z pull arm has extra 1 inch thicker and will be able to support wider or deeper door frame.
Please see the FAQ "Cannot mount the pull arm track with a gap between the door" for detail information.