How to get it to calibrate

Let me try this again, the hand piece will not calibrate to the machine. The machine keeps asking to remove and reinstall then press the calibration prompt on the screen. In reading the manual it discusses the calibration needing done 1x / year. But when asked the manufacturer they claim not knowledge of the meter mentioned in the manual required to calibrate and offered no help. Again this is a cynosure vectus laser.