Lock only works while turning the handle upward


Why does my lock only open when I turn the handle upward? My lock does not work when we turn the handle. 


The issue may be due incorrect installation of the latch assembly. Uninstall the lock and check the below settings. If these below steps do not work, please contact us at cs@dermumstore.com.

Step 1. Take the front panel, and ensure the "lock shaft tightener" is vertically aligned with ground, not to the left, not to the right.

installation of the latch assembly

Step 2: Ensure the “Shaft Hole” on the latch is squarely straight to the ground, not at 45 degrees.

wrong Shaft Holeright Shaft Hole