Unable to retract side arms of Omnistor 1200 awning to allow packing

[Tom Scade]

I am taking down my Omnistor 1200 awning for the first time due to high winds. I have been unable to fully retract either side arm after detaching from the caravan despite following the instructions and video, and cannot therefore fold it up into the bag. What am I doing wrong? It is unlikely that both side kegs are malfunctioning.

 

[Buckman]

Not many of us have those fitted so you may be better off phoning the supplier or Manufacturer?