Don't give up. First, you need DRY wood. If you try the top down approach, and it doesn't work and you open the door and hear hissing... you have wet wood and it won't work (or as I've found extremely frustrating forcing it to work with wet wood). If your wood is wet, better to start from the bottom.
Try this. Load your insert as normal but use the front/back method. On the top of your wood in the back, lay 3 pieces of larger sized kindling. In front of that, lay several small pieces of kindling. Next, take 3 pieces of paper and twist it so it looks like a rope, then tie it in a knot. Still haven't decided if it's better with 3 pieces together tied in a knot or 3 seperate tied in a knot. Place that in front of your smaller sized kindling, and light the paper and shut the door on your insert. The paper will light the smaller kindling, which in turn will light the larger kindling, and you get a blaze. The problem may be your placement. I like to have it so it's centered over two log splits (my kindling forms a sort of bridge between two pieces) AND at the end so you can get a side of each log going and have a chance of getting the ends going as well. Lastly, you need to light it over the whites of the logs, and not over bark. I'm not certain but I think bark is harder to light than the whites.
Anyway, don't give up just yet (unless you have wet wood). I'm still learning, I started out with a 90% failure rate and now I'm down to about 40% (usually because I guessed the wood was dry when it wasn't). I'll look for Franks post how he does it.