i'm not familiar with the machine , however i work and service co2 lasers ,
i presume this machine is one of the chinese type engraver /cutter models 100w .
what materials are you wishing to cut , balsa , thin ply , plastics should be possible
metals is out of the question , if your using AIR assist to the nozzle try changing to oxygen .
you will need the power level near to 100% , also check alignment of the mirrors this is very important , a slight mismatch here and you wont cut anything .
40w - 60w is fine for engraving , but cutting you need near 100w or more , cutting metals you will need at a minimum 400 - 600 w for 1mm steel , aluminium 2Kw or more
these toys are purely engraving , and at most hobby plastics , or balsa / ply at a push
let me know what your cutting and i can advise later
also see if the focal point of cutting is near or at the surface of the material , a wide line would indicate that it is out of focus , it should be a resonable fine line
if the optics are out of alignment , you would not have enough power to cut , but probably enough power to engrave etc .