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Hi, You need to loosen some of the nuts on the mount, mainly the ones that are connected to the moving parts. Just loosen them a little and that will solve the problem. If you have any questions or concerns, please use the link below to reach us and also you can contact this phone number 888-237-8289 for further assistance. Best Buy Essentials Products Nikki Please visit https://www.bestbuy.com/site/best-buy-essentials-full-motion-tv-wall-mount-for-most-19-50-tvs-black/6451094.p?skuId=6451094
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