Video doorbell 2nd gen solar status hardwired and not charging

Hi There I have a 2Gen battery video doorbell. Recently added a solar panel. Unfortunately the status says hardwired and the batteries are not charging. I have tried resetting, reconnecting, holding the reset button for 30 secs. Calling ring for assistance and still not able to get the panel to charge the battery. Any other suggestions? The status says hardwired but never charging as battery % drops daily and even though pa el reveives about 5 hours direct sunlight.