Update today. We took it to the dealer to see if they could diagnose it. If was going to be $230 just to diagnose it. We went ahead and just took it a part ourselves and tried different things. The panel came off fairly easily without the door open. I could not open it by pulling the cable. I disconnected the white electrical connector (for the censor) and was then able to get the door unlocked and opened. We thought it was done and fixed. But while testing it extensively, it locked up again on its own with the sensor still disconnected.
We finally just ended up disconnecting both electrical connectors and just left the latch in the unlocked position. This is not a great solution, but it is definitely working better for us then not being able to get into the hatch.
Summary
- Something in the electrical system was erratically locking it, and then not unlocking it.
- Disconnecting both electrical contractors to the latch allows the latch to function just fine, except it no longer can be locked.
- All other doors lock fine with key fob or through door locks.
- All the other electrical components in the hatch seems to work fine... hatch window, rear wiper, defrost.
We would love to know if this makes sense to anyone else, and if anyone knows of a more permanent solution. Thanks.