# Latch 5 - Handle fails to retract latchbolt when pushed down

**URL:** https://community.ultraloq.com/t/latch-5-handle-fails-to-retract-latchbolt-when-pushed-down/11521
**Category:** ULTRALOQ Smart Lock
**Created:** [June 4, 2026, 6:31pm UTC](https://community.ultraloq.com/t/latch-5-handle-fails-to-retract-latchbolt-when-pushed-down/11521 "2026-06-04T18:31:44Z")
**Posts on this page:** 2
**Page:** 1

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### Author: ![German](https://avatars.discourse-cdn.com/v4/letter/g/c67d28/32.png) [@German](https://community.ultraloq.com/u/German)
#### Post date: [June 4, 2026, 6:31pm UTC](https://community.ultraloq.com/t/latch-5-handle-fails-to-retract-latchbolt-when-pushed-down/11521/1 "2026-06-04T18:31:44Z")

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Hi Support Team,

I have recently installed a new Ultraloq Latch 5, and I am experiencing an intermittent issue with the handle mechanism.

Sometimes (not always), whether unlocking the door from the outside or trying to open it from the inside, **pushing the handle down fails to retract the latchbolt**. However, if I **lift the handle up, it opens the door immediately** without any issues.

I also noticed that pushing the handle down feels noticeably softer and has a bit of “play” or looseness compared to the firm resistance I feel when lifting it up.

Could you please guide me on how to fix this or what might be causing this mechanical slack?

Thanks in advance,

German.-

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### Author: ![Savy](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/savy/32/1914_2.png) [@Savy](https://community.ultraloq.com/u/Savy)
#### Post date: [June 12, 2026, 7:29am UTC](https://community.ultraloq.com/t/latch-5-handle-fails-to-retract-latchbolt-when-pushed-down/11521/2 "2026-06-12T07:29:23Z")

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@German Hi German, we have contacted you in [ticket #566497](https://xthingsservice.zendesk.com/agent/tickets/566497). Please kindly check your email. Thanks!