2W IR on the Falcon A1 Pro not leaving any mark

Hello, new to the forum and laser engraving.

While I am new to engraving I am tech smart and able to follow instructions well.

Having said that I am pulling my hair out with the 2WIR Laser - No matter the focus distance or speed/power settings I cant get it to leave a mark at all! I feel like I have tried everything.

It goes through the motions of doing an engraving and the laser dot is visible but it will not leave any markings.

I spoke to a lady on YouTube who made a video engraving jewellery who gave me a bit of advice, she struggled to get a marking herself when she first started with the 2w ir but managed to get it to engrave by focusing 1 or 2mm below the top step of the focus tool. Which I tried and it didn’t work for me.

She also mentioned that she could see a green/yellow colour along with the red laser and when it was focused these colours all merged into one? I don’t see any other colours except the red.

I’m beginning to think it is broke or i am just being incredibly thick.

P.S I also have the same issue as someone else on here with the locking lever being real stiff when attaching the 2W IR laser, the 20W attaches just fine.

Any ideas?

Just an update….

Over a couple of days on whatsapp support it was determined the 2W IR is faulty and they are sending a new one out. Amazing Support!