FlexCut 200 pilot arc issues

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So I have a customer with a flex cut 200 integrated with inova height control and burny controller. We’ve had issues establishing a pilot arc at any amperage, continuously receiving error 21 (open pilot). I have tried everything I know how. Verified all leads and cables had continuity, brand new lead set, base, and torch. Proper gas pressure, correct incoming voltage, I have gas flow, high frequency, and OCV, new arc starting console, brand new 2 gang, and even tried another flex cut 200 power supply provided by Lincoln. What’s odd is that I can remove or back off outer retaining cap and consistently establish a pilot arc every time. I’m almost at a loss here, not sure what else it could be. Any insight into this would be greatly appreciated.