We had our awning roller cup strip out on the motor output shaft. Might get a ladder and observe the motor shaft to see if it's actually turning the roller cup. The newer models have two lands that grip the motor shaft instead of just the one. Naturally, you have to buy the motor as well. Bob
BTW, use caution with the awning arms, those shock helper/snubbers mounted on the arms have about 90 lbs. of outward pressure to help the awning extend and keep the fabric tight. If the cup is wallowed out and you get the arms over center, they extend in a hurry and no one should be in their way.