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On some models there were issues with the electronic steering lock that would not disengage and would cause this issue here.If this has not been checked this should be done and if found to be an issue it will need replaced.You should hear a click or hum/buzz noise from the steering column area when inserting the key or trying to turn the key that is the sound of the lock itself unlocking.If you do not hear this noise most likely this is the lock needing replaced.