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Charging handle is useless does not do anything but move freely
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The way the charging handle works is it can pull backwards, but not push forward. So, if the bolt is stuck 1/2 back, the charging handle should only be able to move 1/2 of it's travel. With real force (and I am NOT saying that's what you should do) one should be able to pull it the rest of the way back. But as stuck as you say it is, that might not be a good idea. See how far back the charging handle goes when it's not jammed and operating properly. If the bolt is stuck 1/2 back it should not be able to move fully to the rear without pulling the bolt carrier with it. If the charging handle comes all the way back, but bolt is still 1/2 way forward, you have an issue with the charging handle or bolt carrier.
So lets make sure we have the EXACT steps that lead to this:
1 - you've fired a last round, the bolt did lock back on last round as it is supposed to.
2 - With bolt open, old mag was removed, then you inserted another mag. This mag is well seated (double check this).
3 - You hit the bolt release, allowing the bolt full speed forward motion (never "ride" the charging handle forward).
And here, rather than having a round properly chambered, you have a very jammed rifle, where it seems the bullet tip missed the feed ramp.
Seems most likely a mag issue to me. And that's easy to check if you have friends with ARs, or friendly folks at your range.
Also, I have always found S&W customer service to be excellent, so you may want to call them and see what they suggest.