It sounds like its a defect in the mechinasm of the lock Did it ever work and before and how old is it I can tell you this SCHLAGE is a vary low grade look as compared to say a baldwin look set it cost 60% less and is mass produced So not knowing the age and knowing the quailty level i would say its not worth it to try to fix this If you have a warrenty thats still valid for it mabey but it will end up costing more then the thing is worth to repair if it can even be done sorry im just telling the truth good luck
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