For hard-piped installations: the first time the unit is operating, there may be air in the plumbing that needs to purge before there is gas present at the burner. Try cycling the unit ON and OFF a few times. Next, ensure that burner media is evenly dispersed across the burner surface and that only the OGC-supplied amount of media is being used. There should also be one layer of media inside the wind guard underneath the igniter and sensor electrode.
Finally, visually inspect the igniter and sensor electrodes for damage. After burner has completely cooled, wiggle all three prongs of the electrode assembly gently with your fingers; the prongs should not move. Ensure that a visible and audible spark is occurring between the middle electrode and the electrode that the middle electrode bends towards. Also verify that the spark gap is between 1/8” and ¼”. If problem persists, contact OGC for further assistance.