Stuck, jammed, difficult to operate or coming out of the runner? - Help & Advice 

Having problems with your NOVA Titan privacy screen?

If your privacy screen is difficult to pull down, will not retract, is catching in the runners, has come out of the guide or is not closing correctly, the screen is likely not actually faulty.

In many cases, privacy screen problems are caused by alignment, installation, debris in the guide channels, incorrect positioning of the pergola posts or the screen not being correctly seated in its runners.

The good news is that many of these issues can be identified with a few simple checks.

Before forcing the screen, attempting repairs or requesting a replacement, work through the troubleshooting steps below.

Why Is My NOVA Titan Privacy Screen Sticking?

A NOVA Titan privacy screen relies on the pergola frame, posts, guide channels and screen being correctly aligned.

Even a relatively small change in alignment can affect how freely the screen moves.

The most common things to check are:

• The pergola is installed on a solid, level base. (subject to a suitable fall)
• The pergola frame is square and correctly aligned.
• The two supporting posts are correctly positioned and parallel.
• The privacy screen guide channels are correctly aligned.
• The screen Zip is correctly seated inside the plastic runners.
• The guide channels are clean and free from grit and debris.
• The screen has not been pulled unevenly or forced.
• The screen has not been affected by strong winds or other external factors.

NOVA's own current Titan care guidance recommends checking that the pergola remains on a solid, level foundation (subject to a suitable fall), keeping screen tracks clean and free from grit, and stopping rather than forcing a screen if it catches.

NOVA Titan Privacy Screen Troubleshooting – Step by Step

1. Do Not Force the Privacy Screen

If your NOVA Titan privacy screen is sticking, catching or becoming difficult to operate, stop pulling it.

Do not force the screen down or attempt to pull it through a point where it is catching.

Forcing a screen can potentially damage the fabric, runners, guide channels or other components.

This would present the Zip being damaged with damage to the teeth and also the zip fabric potentially being creased.

Instead, identify why the screen is catching before continuing.

2. Check the Privacy Screen Runners and Guide Channels

One of the first things to check is the privacy screen guide channel on both sides of the pergola.

Look carefully for:

• Grit
• Dirt
• Small build up of Leaves
• Small stones
• Insects or other debris
• Anything obstructing the guide
• A damaged or displaced plastic runner

The screen needs to travel freely within its guides.

Carefully remove any loose debris using a soft brush or cloth.

Do not use abrasive materials, aggressive chemicals or pressure washers around the privacy screen.

NOVA specifically recommends keeping screen tracks clean and free from grit because debris can cause screens to become stiff or catch during operation.

3. Check That the Screen Is Correctly Sitting in the Runners

If your NOVA Titan privacy screen has come out of the runner, do not continue operating it.

Look down both sides of the screen and check that the screen is correctly positioned within the plastic guide runners.

Check that:

• The screen is inside both guide channels.
• The fabric and ZIP has not come out of the runner.
• The fabric and ZIP has not folded or twisted.
• The screen is not sitting behind the guide.
• The bottom bar is sitting evenly.
• Both sides of the screen are travelling together.

A screen that has become displaced from its guide can appear to be a faulty screen when the screen itself may be perfectly serviceable.

Do not repeatedly pull the screen up and down in an attempt to reseat it.

If you are unsure, take photographs and contact Midland Garden Furniture before attempting further adjustment.

4. Check the Distance Between the Pergola Posts

This is one of the most important checks when a NOVA Titan privacy screen is sticking or catching.

The two pergola posts supporting the screen need to remain correctly positioned and parallel.

Using a tape measure, compare the distance between the posts:

At the top

In the middle

At the bottom

The measurements should be consistent.

If the posts are closer together at one point, the screen can become tight as it travels through the guide channels.

This can happen if:

• The pergola was not installed square.
• The posts were positioned incorrectly during installation.
• The pergola has moved.
• The base has moved or settled.
• The fixing surface is uneven.
• The structure has been subjected to significant external forces.

Other pergola manufacturers also identify post spacing and alignment as important checks when a privacy screen becomes difficult to operate.

5. Check That the Pergola Is Square and Level

A privacy screen can become difficult to operate if the pergola frame is out of square or level.

Check the supporting posts using a spirit level if available.

Look for:

• Posts that are not vertical.
• A frame that appears twisted.
• Uneven gaps around the screen.
• A screen that is tighter on one side.
• A pergola that has moved since installation.
• Loose or compromised fixings.
• Movement in the base beneath the pergola.

The condition of the base is particularly important.

NOVA identifies a solid, level foundation (subject to a suitable fall) as one of the most important factors affecting the long-term operation of a Titan pergola. An uneven or unsuitable base can cause the frame to twist out of square, which can affect both the roof and screens.

Do not dismantle or substantially alter the pergola unless you are confident that you can safely do so and are following the appropriate installation instructions.

If you believe the pergola structure has moved, contact Midland Garden Furniture for advice.

6. Check the Privacy Screen Alignment

If your screen is:

• Pulling towards one side
• Catching at a particular point
• Moving unevenly
• Sitting higher on one side
• Coming out of the runner
• Becoming increasingly difficult to operate

the screen or its guide channels may be misaligned.

Pay particular attention to whether the screen catches at exactly the same point every time.

If it does, please tell Midland Garden Furniture where the screen catches and provide photographs or a short video.

This information can help us determine whether the problem is likely to be related to the screen itself, the guide channels or the pergola's alignment.

7. Check How the Screen Is Being Operated

NOVA Titan privacy screens should be operated smoothly and evenly.

When lowering the screen:

• Pull it down evenly.
• Keep the bottom bar level.
• Avoid pulling one side significantly further than the other.
• Do not twist the screen.
• Do not force the screen through resistance.

When retracting the screen, allow it to move smoothly back into the roller.

If resistance suddenly develops, stop and investigate rather than applying additional force.

NOVA's current care guidance specifically advises operating screens gently and checking for debris or frame alignment if a screen catches.

8. Has the Privacy Screen Been Exposed to Strong Wind?

Privacy screens are designed for outdoor use, but strong or gusty weather can place additional forces on an extended screen.

If your screen has recently been exposed to particularly strong winds, check for:

• The screen coming out of its runners.
• Displaced guide components.
• Damage to the fabric.
• Damage to the bottom bar.
• Movement of the pergola posts.
• Loose fixings.

Midland Garden Furniture recommends retracting the privacy screen during periods of particularly strong winds where possible.

If you notice visible damage, do not continue operating the screen.

Common NOVA Titan Privacy Screen Problems

My NOVA Titan privacy screen is stuck

If your NOVA Titan privacy screen is stuck, first check:

1. Are the guide channels clean?
2. Is the screen correctly seated in both runners?
3. Is the fabric straight and free from folds?
4. Are the supporting posts parallel?
5. Is the pergola square and level?
6. Has the pergola moved since installation?
7. Is anything obstructing the screen?

Do not force the screen.

My NOVA Titan privacy screen is difficult to pull down

A privacy screen that is difficult to pull down is often associated with debris, screen alignment or pergola alignment.

Check the guide channels, screen position and supporting posts before assuming the screen itself is defective.

If the screen was operating correctly previously and has suddenly become stiff, pay particular attention to debris, changes in alignment or movement of the pergola.

My NOVA Titan privacy screen won't retract

If your screen will not retract:

• Check both guide channels.
• Check that the screen is correctly seated.
• Check that the fabric is not folded or twisted.
• Check that the bottom bar is level.
• Check for visible obstructions.
• Check that the supporting posts remain correctly aligned.

Do not repeatedly force the screen into the roller.

My NOVA Titan privacy screen won't go fully down

Check:

• The guide channels are clear.
• The screen is correctly positioned in both runners.
• The fabric has not folded or twisted.
• Nothing is obstructing the bottom bar.
• The supporting posts are correctly aligned.
• The pergola remains square and level.

If the screen stops at exactly the same point every time, tell us where it stops and provide photographs or video.

My NOVA Titan privacy screen keeps coming out of the runner

If your NOVA Titan privacy screen keeps coming out of the runner, stop operating it.

Check:

• The screen is correctly positioned in the guide.
• The plastic runner is correctly positioned.
• The guide channel is free from debris.
• The supporting posts are parallel.
• The pergola remains square and level.
• There is no visible damage.

A screen repeatedly coming out of its guide can be an indication of an alignment or installation issue, rather than necessarily being a defective screen.

Please contact Midland Garden Furniture before attempting to dismantle the screen or guide system.

My privacy screen is uneven

An uneven privacy screen does not necessarily mean the screen is faulty.

Check:

• The pergola is level.
• The posts are vertical.
• The posts are correctly spaced.
• The guide channels are aligned.
• The screen is correctly seated.
• The fabric has not twisted or folded.
• The bottom bar is level.

If possible, photograph the complete screen with both supporting posts visible.

NOVA Titan Privacy Screen – What Photos Should I Send?

Before arranging an engineer visit or replacement, Midland Garden Furniture will ask for photographs or video.

This allows us to diagnose many privacy screen problems remotely and can often save you the cost and inconvenience of a site visit.

Please provide:

1. A photograph of the complete privacy screen

Take the photograph directly in front of the screen where possible.

2. A photograph of both guide channels

Take a close-up photograph of each side.

3. A photograph of the bottom bar

This helps us assess the screen's alignment.

4. A photograph showing both pergola posts

Please include both supporting posts in the same photograph where possible.

5 . A Photograph showing the distances between the posts

This is particularly important to confirm the posts are the correct distance between each other. 

6. A short video

If the screen can be operated safely, show the problem occurring.

Do not repeatedly operate or force the screen to create a video.

7. Tell us exactly what is happening

For example:

"The screen catches halfway down."

"The left side comes out of the runner."

"The screen has suddenly become stiff."

"It goes down but won't retract."

"It has never operated correctly since installation."

The more information we receive, the quicker we can identify the likely cause.

When Is a NOVA Titan Privacy Screen Actually Faulty?

A privacy screen that is difficult to operate is not automatically a manufacturing fault.

Before a warranty replacement can be considered, Midland Garden Furniture may need to establish whether the issue is related to:

• The privacy screen itself.
• Incorrect installation.
• Incorrect positioning of the pergola posts.
• An out-of-square or uneven pergola.
• Incorrect screen alignment.
• The screen not being correctly seated in its runners.
• Dirt, grit or debris.
• Incorrect operation.
• The screen being forced.
• Accidental damage.
• Strong winds or other external factors.

Where appropriate, we may request photographs or video before authorising a replacement or arranging a site inspection.

This helps ensure that the actual cause of the problem is identified rather than simply replacing a component unnecessarily.

Need Help With Your NOVA Titan Privacy Screen?

If you have worked through the checks above and your NOVA Titan privacy screen is still stuck, jammed, catching or not operating correctly, contact Midland Garden Furniture.

Our team can review your photographs and video and provide troubleshooting advice wherever possible.

If a site inspection is requested, a £150.00 site inspection and call-out charge is payable in advance.

If the inspection confirms a genuine manufacturing defect covered by the applicable manufacturer's warranty, the £150.00 inspection charge will be refunded.

If the inspection identifies an issue caused by installation, positioning, alignment, maintenance, misuse, forcing the screen, accidental damage, weather or another issue outside the applicable manufacturing warranty, the £150.00 charge will remain payable.

Any replacement parts, remedial work or additional labour required will be quoted separately and agreed with you before work is undertaken.

If your NOVA Titan privacy screen isn't working correctly, don't force it. Contact Midland Garden Furniture first — we're here to help.

Frequently Asked Questions

Why is my NOVA Titan privacy screen stuck?

A NOVA Titan privacy screen can become stuck because of debris in the guide channels, incorrect screen positioning, post alignment, an out-of-square pergola, an uneven base or incorrect operation. Check these issues before assuming the screen itself is faulty.

Why is my NOVA Titan privacy screen difficult to pull down?

Check that the screen runners are clean, the screen is correctly seated and the pergola posts remain parallel and correctly aligned. Never force the screen.

Why has my NOVA Titan privacy screen come out of the runner?

The screen may have become displaced because of incorrect alignment, installation, operation or external forces. Stop using the screen and check the runners, posts and pergola alignment before attempting to reposition it.

Why won't my NOVA Titan privacy screen retract?

Check for debris, obstructions, fabric folds, incorrect positioning and alignment. If the screen remains difficult to retract, contact Midland Garden Furniture before forcing it.

Can Midland Garden Furniture repair my NOVA Titan privacy screen?

We can help identify the cause of the problem and advise on the appropriate next step. Where a site inspection is required, our £150.00 inspection and call-out charge applies. This charge is refunded where a genuine manufacturing defect covered by the applicable warranty is confirmed.

Is a stuck privacy screen covered by warranty?

Your Privacy screen is covered for any manufacturing defects what so ever. 

However, a privacy screen problem must first be assessed to establish whether it is caused by a manufacturing defect or by installation, alignment, maintenance, misuse, accidental damage, weather or another external factor.

How do I maintain my NOVA Titan privacy screen?

Keep the screen and guide channels clean, remove grit and debris, operate the screen gently and avoid forcing it. Regularly check that the pergola remains securely fixed, square and level.

Midland Garden Furniture – NOVA Titan Privacy Screen Support

Midland Garden Furniture is a UK specialist in NOVA Titan pergolas and privacy screens, providing advice, support and professional installation across the UK.

If your NOVA Titan privacy screen is stuck, jammed, catching, difficult to pull down, won't retract or has come out of its runner, we're here to help.

Contact Midland Garden Furniture before attempting repairs or forcing the screen.

Please note that Midland Garden Furniture will only be able to offer support for customers who have purchased their Pergola and Privacy Screens from them