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As a rule electric awnings don't have a tension spring. Have you tried manually pushing the arms in to see if they are binding? If they aren't then it should be taken back to the dealer for warranty repair.
May seem dumb but is the fabric ABOVE the roller or below it? it should be ABOVE the roller.
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2012 Copper Canyon 273FWRET being towed by a 1994 Ford F350 CC,LB,Dually diesel.
Airlift 5000 bags, Prodigy brake control, 5 gauges on the pillar.Used to tow a '97 Jayco 323RKS.
Now an RVIA registered tech. Retired from Law enforcement in 2008 after 25+ yrs.
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