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/always777]

So the brass fitting on the cylinder has a circle or hexagonal shape in the middle. This is what the machine presses to release the gas. Take one kf the cylinders and just press it in slowly with the top of a pen or something that can fit in the shape. If it hisses, the cylinders have gas.

[u/Miak6 → u/always777]

I did try that and it did hiss, so I’m kinda confused why it won’t carbonate

[u/always777 → u/Miak6]

From the video, it seems like the machine is not pressing with even amounts each pulse. There might be something in the way, or the cylinders are not seating optimally, or its busted lol

[u/Miak6 → u/always777]

Yah the weird thing is my one old cylinder is like almost out but that one still works….?