Anson,
Well Sir, we have the exact same problem as your friend has. Ours in on an '04 Itasca Horizon 36GD with the 330 CAT. The awning is a Carefree Oasis model over the door way. What happens is this: The motor in that awning senses resistance as it comes to the end of the travel for going out or, coming back in.
When it does that, the control box sees that increased resistance and tells the motor to "Stop". But, I'm pretty sure that in your buddies case, as well as ours, the resistance is built up too soon and, the motor is laboring (although you cannot really hear it) and, the control box thinks the awning has traveled fully in and it's time to stop the motor. At least that's my opinion on it.
Now, what's the fix? Well, either a new motor or, figure out what needs repair in that control box so that it takes more resistance to stop the motor before it's only wound the door awning half way in. Not sure just what the exact answer is YET!
Scott