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My name is ***** ***** I am a professional here at Just Answer. I noticed that your question had not received a response and thought I would see if you still need help with this.I apologize for the delay and I hope I can still assist you with this here.
This can be caused by a fault with the door latch itself.I have seen the door latch fail in the past before needing replaced for issues like this here.When it is latched this can cause the lock to not operate properly or at all for this issue with the latch needing replaced.If both latches are operating the same way here I suspect both need replaced for this issue.
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Was an after market electronic keyless entry or lock system installed on this model?