First, make sure the device is being tested while it is mounted to the door with trim installed. (Testing the device on the bench may show behaviors that will not occur once the device is properly mounted.)
If the problem continues when mounted, the center case stop for the main trim cam is not stopping the cam from over rotating allowing the main trim cam to bind/stick which will hold latchbolt in the retracted condition. In this unlikely situation, the center case of the device will need to be replaced.
The 19-R center case part # is 650307. Contact Allegion Sales Support for ordering or warranty information.
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