Hi Ilan Paul,
I do not know how much experience you have, but you can read this for more information:
Perfect electrolysis formula
I think the first thing you should do is to confirm that your machine works fine. You can ask Dectro distributor, did they do calibration and when. The machine is old technology and contains trimmers which are using for calibration. These trimmers change their value over time so periodic re-calibration is required. Also the machine has an IC, containing battery. If the battery gets low or depleted the machine will not work properly. So this IC should be replaced.
Second. If the machine is OK then you have to make sure that you use the neutral electrode properly.
Third. If everything is OK with the machine and the neutral electrode, then the problem is your work. You must use non insulated probe with the same diameter(or bigger) of the size of the treated hair. Set the machine for 80 UL(if you treat beard type of hair).After the cycle is finished, remove the probe from the follicle but do not remove the hair. Wait at least 10sec and then try to remove the hair. It should slide out without any resistance.The lye needs time to work in the follicle. If the hair does not slide out that means you should work on your insertion.
If you are serious about electrolysis I strongly suggest that you should take professional training.