I think it’s the back straps and the top that retracts into the ceiling mounted retracting mechanism? They can be a little tricky to pull off. Make sure the belt is free in the guide in front of the pullers. An old trick was to remove and disassemble a puller and when the belt is all the way down, wrap a wrap around the shaft of the puller so that when it was pulled, the spring would wrap more. If everyone can’t be too vigilant about not closing the door in a pinch, you might want to do something about it. Closing the door in the jamb can be bad for the door, the door jamb and the jamb.
