oh, you must have ordered the slide-in.
The slide-out costs extra
sorry couldn't resist.
Sorry, I don't have an answer for you.
My slides are controlled by Lippert mechanisms
they have a ton of youtube videos showing various maintenance and troubleshooting.
If yours is a Lippert maybe there's an answer here?
https://www.youtube.com/channel/UClH...-PBb4VKKpMD2nQ