This is a common question we are asking. What happens is the user will use the crank to retract the awning an it seemingly gets stuck about halfway in. Note that should this happen do not try and force it. It's very likely that you are rolling the fabric up the wrong way. Here are steps to troubleshoot.
Check the roller tube that the fabric rolls up on. The fabric should be rolling over the top of the tube, not the bottom.
If the fabric is rolling up under the roller tube, extend the awning until the fabric starts rolling up on top of the roller tube.
Continue until the awning starts retracting. Now that the fabric is retracting on top, the awning should retract the whole way.
High-quality awnings with gears are often equipped with a 'governor' that prevents the fabric being rolled in the wrong way. Rolling the fabric on the bottom of the roller tube means that anything sitting on the fabric (leaves, twigs, etc) will get rolled up into the fabric and get harm your fabric. When it rolls over the top, objects will harmlessly fall off the back of the roll.
If you are still having issues, feel free to reach out and we'll see what we can do to help.