Keith,
Following on from Kurnal's comments, it would be very surprising if a correctly wired green bgu should fail to release the fail-safe door lock unless it is incorrectly wired or there is the problem I mentioned previously where the two-wires connected to it are shorting out (wire insulation damaged as it goes through a hole in a metal door frame?).
The green bgu should be wired as a normally closed (opening on operation) switch wired in series with the power supply feeding the magnet (it should preferably the last item in circuit before the magnet).
One serious, but little known, problem with magnetic door lock systems relates to the request to exit button. This button can also be a normally closed switch wired in series (like the green BGU) with the power source to the magnet, but is often, when there is a keypad or card access system also fitted to the door, wired as a normally open switch to a special set of terminals provided on the keypad or card reader for such a switch (I won't go into the reasons why you might do this unless someone specifically asks me to!). because this sort of switch is normally open it is not fail-safe. When you have such a switch it is imperative that you have the normally closed switch green BGU as a back up to any possible Request To Exit switch failure.
Of course, someone could also incorrectly wire the green BGU as normally open, in parallel, to a normally open RTE switch. If they do such, it will open the door but will now be not fail-safe.