Hi there and welcome
Can you power off the camera by holding the power button until a menu comes up and choose power off
Then power it on and tell me if the Zoom now functions please.
ok, are you able to get to settings on the camera still?
ok, I want you please to try to reset the camera
To do this
Tell me if you can complete this and if it then works please.
ok, is it now functioning correctly?
I think you missed my last message, I asked if it is now functioning correctly?
ok, turn it upside down, put it on something that vibrates like an electric razor and power it on and off a few times.
Does this get it released?
try tapping it hard instead please
It is the internal gearing that has faulted, this now confirms it
A corrupted firmware can cause this. But we have ruled this out by reinstalling it.
I am really sorry about this and you are going to have to return the camera to have it replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.
I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.
And if you can take a second to rate my service by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.
You return it to the place of purchase, they handle this for you.