The lever may be in the break away position. The 996L has a break away design. If the lever has been forced down to a 6 o’clock position, it needs to be firmly pulled up to a horizontal position. Note: the lever trim cannot be “broken down” unless trim is mounted on door and device is locked.
The lift springs (971573) may be worn or broken. See link below for parts manual.
The shear pin (050611) may be broken. See link below for parts manual.
The half-circle cam that the lever spindle goes through may be installed for the wrong handing. For a RHR door, the letter R should be face up. For a LHR door, the letter L should be face up. See link below for installation instructions. This cam, when installed properly, will cause the lever to sit at a 3 degree incline, which is a visually pleasing position. If installed backwards, it will cause the lever to sit at a 3 degree decline which will give the lever a drooped appearance.
INFORMATION PROVIDED THROUGH THIS SITE IS PROVIDED TO YOU AS IS WITHOUT ANY EXPRESS REPRESENTATIONS OR WARRANTIES OF ANY KIND, AND WE MAKE NO REPRESENTATION OR WARRANTY THAT THIS SITE(OR ANY INFORMATION PROVIDED IN RESPONSE TO YOUR INQUIRY), WILL BE ACCURATE, COMPLETE, OR ERROR-FREE.
YOU AGREE THAT YOU MUST EVALUATE ALL INFORMATION AND RESPONSES, AND THAT YOU BEAR ALL RISKS ASSOCIATED WITH, THE USE OF THIS SITE, INCLUDING ANY RELIANCE ON THE ACCURACY,COMPLETENESS, OR USEFULNESS OF ANY INFORMATION OR MATERIALS MADE AVAILABLE THROUGH THIS SITE.