It's possible you'd have to open it up to evaluate the condition of the smoke unit. If the screws are loose, you'll never get good smoke, for instance.
I'd open it up, replace the wick, check the smoke unit screws, and the resistance of the smoke resistor. If all is good, then thoroughly saturate the smoke wick and reassemble the smoke unit.
Here's the instructions for setting the smoke volume, give that a try.
To adjust the smoke output, bring the locomotive to a stop, press AUX1, AUX2, 9, then press L for low smoke, M for medium smoke, or H for high smoke. Press AUX2 again to complete the setting.
Your locomotive will remember its new setting until you change it again.
In the conventional environment, smoke output is always at the medium level. Smoke output is not variable in the conventional environment.
Adjusting the variable smoke unit output using the L, M, or H buttons will also effect the locomotives momentum setting. After changing the smoke unit output, simply reset the momentum to your preferred setting by pressing the L, M, or H button once again.