Mine broke a couple of months ago on a trip. The roller and the motor became separated(motor just free wheeled). I got it back in and zip tied it closed. I haven't looked at it since. Did you try to repair yours?
That just happened to our main awning. The roller became separated from the motor on the arm because the ONE screw that was holding it together stripped out causing the big roller tube to fall and swing down and leave a big ding in our paint job on the side of the coach! Luckily some good samaritans were still awake (we were prepping at night to leave early the next am) and helped by drilling a few more holes where the roller tube meets the motor housing on the arm and we installed a few more screws to hold it together. Shame on FR or Carefree awnings or whomever assembled it with just the one screw at a point where there obviously is some stress and leverage needed to roll up and retract the whole awning. At least it is now better secured than it was new but it wasnt fun doing the repair on a ladder by flashlight and having to need the help of neighbors to stand on ladders and picnic tables to support it while we tapped in some new screws. The nice gash on the side of the coach is an unpleasant reminder of the incident and the poor factory installation but is also a good memory of some good neighbors who dropped everything to help us.
I pulled the motor out , looks good but will not work even with direct 12 volts,found one on line for $140, but need two people too replace it. Carefree has all the information on their web site . I print and save all information that i find for future use.
Denise, your symptom is the same as mine. The complexity of the system makes it very low on my priority list(two people on ladders). I will have to be very bored to either fix it myself or pay someone. I wish they had never put an awning over the door.