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I would first play with the friction control screw. Second, look under the cowl at the point where the cables are connected to the throttle control. Are they greased? Does the control look corroded? Third, inspect the cables for kinks - especially right outside at where the cables enter the cowling.
If nothing turns up from the above, then I guess you'll need to disconnect the cables at the motor and see if the forward and reverse frees-up. If not, you'll likely know that the problem is not at the motor and likely with either the cables or the control box at the helm. This is the point where I would be calling the dealer for help.
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