Something was causing the door to behave very strangely.
The first thing our team checked was the safety sensors, who are known for causing issues when they become misaligned. After ruling them out, we proceeded to examine the tracks, to rule blockage out as a possible cause. Finally, while inspecting the door during operation, we saw that one of the cables kept getting snagged on a part of the pulley system, which was causing the door to suddenly reverse unexpectedly. We removed the cable (it was already frayed because of the constant snagging) and fitted a new unit onto the drum, making sure that it was properly adjusted so as not to catch on anything.
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