As I understand it, they give you "emergency" instructions for closing the awning -- assuming that if it's already closed and you need to go somewhere it isn't an "emergency." From what you've described in your post. It sounds like a limit switch isn't functioning correctly. Usually, if you push the "close" pad it will reset/recycle. It sounds like you've done everything you can do without a technician's help.
"SilverLeaf II" 2015 30' Classic
2019 RAM 2500 Limited 4x4 CC w/6.7L Cummins
WBCCI # 3430-Unit 21