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The first step in setup allows you to adjust the exposure settings of the polemaster (duration and gain). Have you tried adjusting these settings? Judging by the image you posted it looks like you should try increasing the exposure duration (if you haven't already). I am situated just north of Sydney and have no issues using the polemaster facing south. I suspect it is unlikely that this is the source of the problem.
I hope you can get it sorted, it's a great little tool that really does make polar alignment trivial.
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