First, give the door some space
Keep children, pets and vehicles clear. If the door is crooked, off its track, has a loose cable or makes an unusual loud noise, stop operating it. Do not force it down, pull its release while it is open, or adjust spring and cable hardware.
Observe the symptom without taking anything apart
From a safe position, note whether the opener responds, whether the door moves before reversing and whether anything is visibly blocking the doorway or the photo-eye path near the floor. Do not bypass or defeat a safety device. Your opener manual can explain its indicator lights and user-level checks.
Separate a control problem from a door problem
Tell the technician whether the wall control and remote act differently. If you already know that one works and the other does not, mention it. Repeated attempts to move a struggling or damaged door can make the problem worse; more testing is not necessary to describe what happened.
Make the service request useful
Include the ZIP code, whether the door is stuck open or closed, what changed, and the opener make or model if you can read it safely. Take any photos from the ground and a safe distance. A symptom is a starting point, not a diagnosis; the door and opener should be assessed together.