Carefree one touch awning

We have a 2001 HR. Went to put our awning in and it only goes in about 2/3 of the way. The cloth retracting strap on the back side arm has no tension on it. The front one is taut. It is an electric awning. We have never had trouble with it before. Any suggestions? We do not see a way to take the metal cover piece off to check towards the bottom where the strap is. There does not seem to be any tension on the back strap.