Black Screen - Door Cam

I have called Ring 5x regarding my door cam not working. The last rep figured out my ring cam needed to be upgrade sent me and email to send him screen shots and I have heard from him since and can't anybody else to help me. Everytime I call they want to run me through the same trouble shoot as if nobody reads notes that I've been having this issue for 2 maybe 3 months now. Does anybody have any suggestion on how to resolve the issue, this is driving me insane.