Having Issue with Splotlight Cam Pro detecting Solar Panel

I have a spotlight cam pro that I just got about a Month ago and a 4W solar panel. I followed all the instruction on installing and connecting everything. I am trying to figure out why in the app the solar status says connected but it is greyed out. My batteries show the sun rays behind them but never shows charging at any time. In fact, over the last week one of my batteries dropped to 3 %. I have a splotlight cam Plus with a Solar panel connected and it shows green connected status and charging symbols on the batteries. Any Ideas? I have replaced booth camera and Solar panel and still have same problem. Getting frustrated. I called ring support got someone in India that extremely hard to understand does not seem to have a technical background. Just someone typing on a computer.