HES 9600 Troubleshooting
The HES 9600 troubleshooting guide addresses 7 common issues: strike not releasing, pre-loading problems, AC buzzing, fail-safe/fail-secure confusion, overheating, latchbolt engagement failures, and LBM/LBSM monitoring faults. Manufactured by Hanchett Entry Systems (HES), an ASSA ABLOY company, the 9600 operates reliably when installed and wired correctly per the specifications below.
Why won't my HES 9600 release when powered?
If the strike doesn't release when powered, check for incorrect voltage, wrong pigtail connection, insufficient power supply, or excessive voltage drop. Follow these diagnostic steps:
Diagnostic Steps
- Measure voltage at strike: Use a multimeter to measure DC voltage directly at the strike pigtails during an unlock command. Voltage should be within 10% of nominal (10.8–13.2V for 12V system; 21.6–26.4V for 24V system).
- Verify polarity: Confirm positive (+) is connected to the correct wire (Red for 12V, Violet for 24V).
- Check pigtail selection: Ensure you're using the correct pigtail pair for your voltage—using 24V pigtails with 12V power won't release the strike.
- Test power supply: Measure output voltage under load. Weak supplies may show correct voltage at idle but drop under current draw.
- Inspect wiring: Look for loose connections, corroded terminals, or damaged insulation.
Disconnect the strike and apply power directly from a known-good bench supply. If the strike releases, the problem is upstream (wiring, power supply, or access control panel). If it doesn't release with direct power, the strike may be defective or in fail-safe mode with reversed logic.
Why does my HES 9600 release but the door won't open?
If the strike releases but the latchbolt won't disengage, the door may be pre-loaded against the strike. Pre-loading occurs when the door pushes the latchbolt into the strike with enough force to create friction that prevents release.
Pre-Loading Causes and Solutions
- Door closer pressure: Reduce closer spring tension or adjust backcheck
- Wind pressure: Positive building pressure pushes door against frame
- Sagging door: Realign hinges or replace worn hinge pins
- Warped frame: Shim strike to correct alignment
- Misaligned strike: Adjust strike position so latchbolt enters squarely
Pre-loading issues are more common in high-wind environments. The HES 9600's 2,000 lb holding force is designed to resist wind pressure—but if the door is pre-loaded before the strike releases, friction can prevent opening. Ensure proper door alignment and consider vestibule airlocks for high-pressure buildings.
Why does my HES 9600 buzz or hum when powered?
Buzzing or humming indicates AC voltage is being applied to the DC solenoid. The HES 9600 requires filtered DC power. AC will cause the solenoid to vibrate at 60 Hz and will eventually damage the mechanism.
Solutions for Buzzing
- Verify power source: Measure with multimeter set to AC—reading should be 0V
- Replace power supply: Use a filtered DC supply or the HES SMART Pac III
- Add rectifier: If AC source is required, add a full-wave bridge rectifier and filter capacitor
- Check access panel output: Some older panels output pulsed DC—may need external filtering
Why does my HES 9600 stay unlocked when power is removed?
If the strike stays unlocked without power, it's configured in fail-safe mode rather than fail-secure. In fail-safe, the strike requires continuous power to remain locked. Removing power unlocks the door.
| Symptom | Likely Mode | Solution |
|---|---|---|
| Locked when unpowered | Fail-Secure (correct for most uses) | No change needed |
| Unlocked when unpowered | Fail-Safe | Change internal jumper to fail-secure |
Learn how to change fail-safe/fail-secure configuration →
Why is my HES 9600 getting hot?
The HES 9600 is designed for continuous duty and will warm during extended operation, but excessive heat indicates a problem. The solenoid is rated to operate up to 151°F (66°C) ambient temperature.
Causes of Overheating
- Wrong voltage: Applying 24V to 12V pigtails causes 4× current and overheating
- Mechanical binding: Obstructed keeper requires continuous solenoid force
- Poor ventilation: Strike mounted in enclosed chase without airflow
- Continuous operation: Fail-safe mode with extended hold times (normal for fail-safe)
Why won't the latchbolt fully engage the strike?
Insufficient latchbolt engagement typically results from misalignment between the exit device and strike opening. The latchbolt should engage at least 1/2 inch (12.7 mm) into the strike for proper retention.
Alignment Troubleshooting
- Check vertical alignment: Strike opening should center on latchbolt
- Verify door-frame gap: Gap should be 1/8" to 3/16" for proper engagement
- Inspect latchbolt projection: Latchbolt should extend fully when door closes
- Adjust strike position: Use vertical adjustment slots to correct position
- Check for debris: Clear any paint, dirt, or debris from strike opening
Why isn't my door status monitoring working?
If LBM or LBSM monitoring doesn't report door status, verify the monitoring wires are connected and the access control panel is configured to read the input. Standard 9600 models do not include monitoring—verify you have the LBM or LBSM option.
Monitoring Diagnostics
- Verify model: Check suffix on strike label—LBM or LBSM indicates monitoring
- Test contacts: Use multimeter continuity mode to test White/Yellow (N.O.) and White/Orange (N.C.)
- Cycle latchbolt: Manually depress latchbolt and verify contact state changes
- Check panel input: Confirm access control panel has door status input enabled
- Inspect wiring: Verify White (Common), Yellow (N.O.), Orange (N.C.) connections
Learn more about LBM and LBSM monitoring options →
Troubleshooting Quick Reference
| Problem | Most Likely Cause | First Step |
|---|---|---|
| Strike won't release | Voltage/wiring issue | Measure voltage at strike |
| Releases but won't open | Pre-loading | Check door alignment |
| Buzzing/humming | AC power applied | Verify DC power source |
| Won't lock without power | Fail-safe mode | Check internal jumper |
| Overheating | Wrong voltage | Verify pigtail selection |
| Poor engagement | Misalignment | Adjust strike position |
| Monitoring not working | No LBM/LBSM option | Verify model suffix |
If these troubleshooting steps don't resolve your issue, contact HES technical support or your authorized distributor. Have the following information ready: strike model number, serial number, power supply specifications, and access control panel model.