Sounds to me like your burrs are jammed (possibly from grind build up over time). Is the grinder still under warranty? If yes, then I would contact your seller and see if it can be fixed/serviced. I have had similar symptoms with grinders in the past and have solved my issue by pulling apart the burrs and cleaning them and then putting the grinder back together. If you are unsure of how to do this, I would suggest looking at the many available youtube tutorials covering how, or if you don't feel confident doing it yourself, then get a technician to service it. I would also be certain that you are not voiding any warranty you might have for your machine before you start to play around with it.