I know there is adjustment pins on each arm. These pins are to change the angle of the awning. Maybe your pins are set as to give the awning to great of angle. In other words the right pin may be all the way up and the left pin all the way down. Again just my thoughts.
Retired and never looked back
The awning we have uses the pins. Is supposed to be no more than a couple holes different to work correct. I have had leaves/twigs get stuck at times. Also have to spray silicone on tracks so they work smooth. If I leave awning roled up to long it gets sticky.