First, thank you for the vote of confidence concerning the picture quality that you have noticed with your new High Power screen.
From your post, I am assuming that you have a Model B manual screen. With that in mind, what you will want to do is to make sure that your case is level both front to back and side to side. If the case is not level front to back it may be causing your retracting problems. The only trick to using that type of screen is to make sure that you give it a quick pull and then let it retract at a moderate speed. If it retracts too slowly, it will catch at another point along the way up. The screen works very much like a shade roller would over a window.
I hope this helps. If you have further problems please let us know and we will get in touch with the company you purchased the unit from to pursue an appropriate remedy.
Blake Brubaker, CTS
Vice President of Sales
Da-Lite Screen Company, Inc.