SOURCE: Wheels do not freely roll backwards
SOUNDS LIKE THE PINONS ARE ON BACKWARDS. THE KEY SHOULD SLIDE OFF THE PINIONS WHEN PULLED BACK AND LOCK WHEN ENGAGED. YOU HAVE THE OPPOSITE PROBLEM OR ITS BACKWARDS!
SOURCE: Yard Man 21" Mower Pull Cord Won't Retract
You will find the retractable spring is broken you can go to any lawn mower shop and buy a replace me, also Wal mart and others you will have to wind it up till rope is tight then hook to the flywheel where the slot is. cost about $10.00 also lube the center hub bearing with wd 40
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