@ bash – I just re-read your original post, for last night I lit a fire and thought about it. I too have a Highlander five, though seven years old. I assume they haven’t changed much.
The instructions say don’t leave the door open. I shut mine quickly, especially when it’s going well as it starts roaring. This makes me think you have damp wood. See if you can scrounge some dry logs from mates. I’m in West Wilts.
It may help to use kindling then smaller logs to start, round ones about 2 3″ dia, or the equivalent size in split pieces. As it gets going, add one more, bigger, at a time. The aim is now two sideways and one diagonally across the top.
Each time a new piece goes on, prod and poke the bottom-most, for you want to have a layer of red-hot charcoal at the bottom. When you have that you can add one of the biggest logs. And when that’s nearly done, prod, poke and spread the charcoal again, then add another.
If it sounds a lot, well I usually start the fire while I’m cooking my dinner, fortunately I can see it from my kitchen.