Velux Motorised Window - Resetting Issue

[KJEE]

We have a motorized Velux window in the en-suite bathroom ceiling. Recently the remote (KLR 100) displayed a 'Operation Interrupted' error message and the window could not be closed. I have tried to reset the window, but the chain just moves slightly aback and forth (instead of resetting to the 'closed' position, so the window is stuck in an 'open' position, so we are unable to close the window. I have tried resetting the remote as well, but this is now not able to pair since the window itself is not resetting.

Any thoughts would be most welcome

 

[catlad]

Is it electric or solar powered?

 

[KJEE]

It is electric

 

[catlad]

Do you know how old/ model number

 

[mrrusty]

Ring velux customer support - they are very helpful.

 

[SpecialK]

Try this with the window disconnected?

 

[KJEE]

I have already tried the reset without success. The motor ref and window model is below