Here’s an update in case anyone else runs into a similar issue:
We found rough parts of metal on the inside of the prebreaker (where it fits onto the motor shaft) and on the motor shaft itself. After sanding down the rough parts as best as possible, and cleaning everything well and lubricating the first 3-4mm of the prebreaker (burr carrier) everything went back together much smoother. Our grind adjustment dial is behaving much more normally and are grind settings have returned to normal as well.
I hope this never happens to your EK!!