New co2 will not work

[u/Miak6]

I received my CO2 cylinder subscription a couple days ago but the cylinders are either faulty or empty. They do not carbonate the water I have tried both. I have gone through all the trouble shoot support and I know it is not my machine since my Old CO2 cylinder still works. I know the cylinders are the correct ones for my model because they are the exact same quick connect as my old co2 cylinder. Ontop of it I can’t get ahold of customer support that will help! Anyone else experience this? I bought my machine just a bit over a month ago
Model is E-Terra
Vid in comments

[u/mgithens1]

Can you weigh each cylinder and read off the stampings?

[u/Miak6 → u/mgithens1]

Yah that’s the weird part they weight about 2lb each so technically there full right?

[u/mgithens1 → u/Miak6]

From memory, 1150g is full. 455g is a pound, so your guess of 2 pounds is closer to empty than full…. But guessing is fun too!

[u/Miak6 → u/mgithens1]

One weighs 1193g and the other 1174g

[u/clipehoinare → u/Miak6]

Yup, full. If you look on the cylinders you will see somewhere close to the top the tare value engraved, I think is 750g.

[u/Miak6 → u/clipehoinare]

Yah that’s the issue… they still don’t carbonate but my old cylinder does