So you removed it and when you turn the metal thingy in which you push the knob it does the same?
You can push the button out from inside of the printer, there's a hole where you can push a screwdriver to pop it out (assuming you are using an Ultimaker 2/2+/3)
Which printer are we talking about here? Regardless the answer to that, it sounds like you have a defective encoder on your controller. Start by unplugging and replugging all the cables to the controller, just in case you're lucky. If you're not I'm going with encoder failure.
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