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If you look at the bag that is off, you will see a plunger that protrudes from the box that locks it to the frame. Do it off bike a few time until you see what I am talking about. Now look under the mounted bag and find the same plunger. Is it jammed somehow. If the handle moves but that plunger does not, the bag is broken. You can separate the case, but be warned, it is an exercise to put back together, as parts will fall out and some head scratching will commence.
The plunger protrudes and holds the bag against the frame with the weight supported by the two eyes at the top.
I am assuming you have the same mechanism as my RT.
Yes, there is a trick. To open, turn the key to the open position then push down on the key. The wide flat release lever will pop up. To remove rotate the key firmly to the release position and the handle will pop part way up, lift it the rest of the way up and remove the luggage from the bike.
Two assumptions made by me; you have stock factory luggage and 2012 luggage is the same as my 2007.
Make that three assumptions, you have the proper key. If it goes in and turns it is the proper key.