Mine did the same thing. Wish I could tell you its an easy fix. For some reason the latch mechanism just stops working. I could get the secondary position up but the primary was futile after many tries. ie: the hatch would open a crack but not release entirely. I ended up pulling the panel off the inside of the door and using a drill to literally mangle the latching mechanism untill I could get it released. In not so many words, it was a meticulous and painstaking affair. Drill a couple small holes at strategic locations, then move up to bigger bits. Once open replace, the hook and latch and you should be good to go.
Hope this helps.