Surface Mounted 9600 : Locksmith

I have a surface mounted Hes 9600 Electrical strike on a panic bar door (basically this) wired to a card system that has worked flawlessly. From what I can tell it was not tampered with or broken in any way, yet someone was able to PULL it open. I can see from video footage facing the door it that it hesitates as it opened. So he pulled right through it.

Is that possible with this model a basically new strike? Is there a better strike in this situation?

Thanks for reading.

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