Latch not pulling back when handle is pushed down only when pushed up. Just started working this way.

It sounds like the handle may have been installed upside down. We suggest removing the hardware and reinstall it with the handle above the key lock. The latch will need to be reversed. The hardware installation instructions will explain how to do this. If you would like one of our agents to walk through this process with you, please call 888-483-3768.