Something on the track was preventing the door from moving smoothly thus showing that there was a problem.
The function of the track is to enable the smooth moving of the door all along the way. However, in the case of Mr. Gray, the door moved only to a certain point, and then it would just stop. After inspecting it, our team discovered that one track was intact, in a good position, good shape, but the other one was bent. Probably a car roof track had struck it sometimes in the past. Apart from that, the track wasn’t corrosive or had any other faults so we only repaired the bent section. After that, the door could open and close with no further problems.
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