RF-S18-45mm F4.5-6.3 IS STM Lens Kit won't retract

[teenaz]

Hi, recently purchased a refurbished Canon EOS R100 RF-S18-45mm F4.5-6.3 IS STM Lens Kit.  The lens will not retract.  It does not move at all.  I have tried removing the battery, I have recharged the battery.  It has only been used 3 times so it's not a matter of sand or dirt getting stuck in there. Any help is greatly appreciated as this was a Christmas present for my daughter.

[jrhoffman75]

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@teenaz wrote:

Hi, recently purchased a refurbished Canon EOS R100 RF-S18-45mm F4.5-6.3 IS STM Lens Kit.  The lens will not retract.  It does not move at all.  I have tried removing the battery, I have recharged the battery.  It has only been used 3 times so it's not a matter of sand or dirt getting stuck in there. Any help is greatly appreciated as this was a Christmas present for my daughter.

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If it was a Canon refurb it has a warranty. Contact Canon.

[teenaz]

Thanks, it is looking like I will need to do that.

[shadowsports]

Greetings,

I'm not clear on the following.  Are you saying the lens will not extend or retract when you operate the zoom ring?

The camera does have a custom function on the C.Fn5 menu to automatically retract the lens at power off.  If this is unrelated then the advice John is provided would be best.  I'm sure Canon will replace the lens if it's not working properly.  

Getting support is easy. 

https://myprofile.americas.canon.com/us

Start by registering the gear in your My Canon portal.  Then give them a call.  1-800-652-2666

[teenaz]

Hi Rick, thanks for the support.  The lens won't move at all.  It is completely stuck.  It's like it is locked. You can still take pictures but not zoom in or out.