"I would PM
Steve (XenonDepot) & ask him for solutions"
x2
or ask for a replacement..
Thats the problem with ballast driven lightings. Actually, the lamp(HID) will exprience different stages before entering a steady state. And the ballast has to be configured differently at different stages. There is a controller that is capable of flexible configuration( my old skol). In these modern times a "digital controller" is used( its built in the ballast).. and they call it Digital Ballast System. or Digital HID.
So a single malfunctioning part in the ballast may fail to ignite the bulb... For example: The takeover current is not reached because of a faulty storage capacitor.
If the connections are ok
IMO, its a defective ballast..