If the latch does not retract, there is something wrong with the latch housing. If there is no damage, make sure that the handles are secured to the door with enough pressure so that their turning manipulates the spindle. Check for wear on all of these parts and replace what is damaged. The problem might be with the spindle, the handles themselves, or the pressure that keeps them in solid contact with one another. You will need to address that connection. If the latch retracts, then the handles are not secured to the thru spindle properly.
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