When my ladder arrived I pulled the bottom rung out from the bottom (not the recommended way of pulling out, btw) and couldn't retract it. Since it was only a crossbar and a bottom one, all I had to do was put it upside down and it retracted with no problem. I then wanted to make sure all latches and latches were working before attempting to use this ladder for real work. . I pulled it out completely and tried to pull it back. Of course, this staircase is meticulously removed. But I have found that fully extending the ladder and applying silicone spray lube to the latches and retractable portion of the ladder makes it easier to retract. I've done this three times and each time it got easier to fold this ladder. Due to the lightness and compactness of this ladder, it is worth lubricating it with silicone spray from time to time. If you buy one of these ladders, make sure it will extend and retract properly before you rely on it for the actual job. If this is as difficult for you as I am, spray the sticky areas with household silicone spray (not WD-40). This worked for me.
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