Is this a Carefree Eclipse awning? If so there were a batch made with only one flat spot on the shaft and that would over time allow the shaft to round out the hole and then the shaft would just spin in the hole. You are lucky, on our motorhome the awning was rolled up and we were driving down the road when the awning fully deployed due to this problem. You need to contact Carefree as you will need a complete new motor assembly with end cap. The awnings have a four year warranty so not sure if yours will be covered. I changed out the parts myself but was fortunate enough to get them for free under the warranty. If you change it out yourself have help and be very careful as the gas shocks are strong enough to knock you off a ladder.