82-034 doesn't work on my 1-5/8" thick door

A contractor from Florida says:
I just received the 82-034 handle set last week. Problem, on the key side, the shaft is not long enough to go into the lock. The inside shaft goes into the lock just fine and every thing else lines up perfect. My door is 1 5/8" thick and your info says it will work. Please advise.

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Tom from SWISCO responded:
Thanks for posting! Are you sure your door is 1-5/8" thick? In our tutorial video, seen below, we installed the 82-034 on a door that is that thickness exactly. Has your spindle been cut down at all?
A contractor from fl says:
No it has not been cut down. It is just as i received it
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Dave Sr. from SWISCO responded:
Thank you for your patience in this matter. It may be a problem with your mortise lock. I recommend using a small slotted screwdriver to test your existing mortise lock. Try to manually turn it to see if it has any problems. If so, it will need to be replaced.
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