awning adjustment question

Sorry if this has been asked, I searched and couldn't find an answer to this specific question

In cranking out the awning, it is not releasing on the end where the crank is. The other end seems to come out freely, but I have to climb up on a stool and manually pull the awning out from the 'storage' box on the sticky end. Anyone else have to deal with this & if so, what was your solution?

I bought my trailer used a couple months ago (love it BTW). And originally, the awning was stuck like that & the other end wouldn't close all the way (almost an inch gap). I have solved the problem with it closing in some of the old threads here, but haven't found how to fix the problem with it 'sticking' in the box on one end.