Ring doorbell light code

Hardwired video doorbell is hooked up to a 16VAC/10VA transformer on a 20 foot long low voltage run of wire with no chimes or other doorbells. it was running just fine then someone tried to rip the doorbell off the wall. since this incident we have spent 4 hours on the phone with ring techs and gotten nowhere. they keep telling me to run the same tests to try and reset my unresponsive ring camera. flip the breaker, leave it off for a minute , turn it back on. Unhook the ring from power for one minute, hook it back up. hold the button for 20 seconds, one short press. nothing is working. The only thing they have told me is that there is too much power running to the ring, i am just a little confused because it is connected to power reading 16 VAC off the hardwire point. it was installed 10/29/22 and went offline 11/3/22 when the ring is connected to power it is pulsing a white full ring from dim to bright over and over. if i hold down the reset button for 20 seconds it will blink blue for 3 seconds then the light turns off completely for two minutes. any ideas on what the issue is?