Dear Cuibeh,
if you can contact us directly (helpdesk@malvern.com) it may be better, otherwise try manual alignment, to see if the issue comes from the instrument which cannot align properly or if it is a laser power issue.
If you can't align manually, can you tell me if you can hear a "clic" while the background is being measured. If you cannot, it means the laser shutter does not work properly and needs to be readjusted (engineer visit required). If you can properly hear the "clic" but the power remains low it is a laser failure and in this case we would need to change the laser (engineer visit required as well).
I hope it helps,
Séverine