The door kept coming off the track after hitting a certain point on the track.
When doors refuse to stay on their track, most often the issue lies with the rollers or tracks; in this particular event, both were the cause. After a careful examination of the unit, we discovered a dent in the already-rusted track that caused the door to be thrown off its path. The rollers were unevenly worn, adding to the problem. The solution to the issue was simple -- we swapped out the rollers for new ones, removed the rust to prevent any further issues, and hammered the track back to its original shape.
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