I would be very sure that the amp is connected properly to the pre-amp and the amp is configured properly for that input. As well, make sure that the speakers are properly connected as well.
It is interesting that you have never had the amp working properly so it is not so straightforward to blame the biasing exercise on this. I would contact the manufacturer for assistance.
It is interesting that you have never had the amp working properly so it is not so straightforward to blame the biasing exercise on this. I would contact the manufacturer for assistance.