Same Issue here. When I tried the Chat Support, They "agreed" with me it is working and didn't understand what I was saying. They told me to go to a Samsung repair shop so they could test the camera function. I then found this post. I did the same test. I covered the wide-angle lens and put in wide angle to find it was blocked by my finger. Covered the standard lens and put in 1x all the way to 10x and was blocked the whole time without switching actual lenses. Covered the telephoto lens and went from .5x-10x and never was blocked by my finger. I kept my finger on it while I took a live focus picture and had no issues. So I tested one more theory. Open the camera, click the screen to focus on something > 10-feet away. Without any indication on the screen, the telepoto lens gets used. I put my finger over the telephoto lens and it was blocked off after the camera recognized the object I selected to focus on was further away.
Take-away from this - Samsung, give clear indication of what lens is being used and when zooming over 1x put up a tooltip or notification of some kind reminding that in order to use the telephoto lens with OPTICAL zoom, you must focus on an item > 10-feet away or whatever distance it takes to activate.
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