New Stick Up Cam Issue with Recording Videos

Last week we purchased a Ring stick-up cam. it seems to work fine except the recordings are Black, always. I was on a chat with Ring for a few hours and ended up getting disconnected. A fix was never figured out during that time. He even had me log into our wifi router and check settings, etc. Our internet provider is adamant there is no issue with the internet/firewall, etc. which might be causing the problem.I have done a hard reset (hold reset button 20 seconds & reset up) twice already and it has never worked.Suggestions before we give up and return the camera?