Hi Craig.
Thanks for posting on the forum.
Could you advise what model of ActivBoard you are using?
If the flame is not lighting up even with the amplifier turned on, I would recommend contacting Promethean technical support directly.
A full list of Technical Support numbers can be found on the below link:
www.prometheanworld.com/.../technical-support-numbers
Or alternatively, you can fill the contact form and contact us via email.
If you contact Promethean Technical Support directly regarding this issue, please quote the reference number which I have created to help assist with this issue. The reference number is: 00429293
Adam
Promethean Technical Support