Doorbell Cam, Can view live, but keeps saying cannot retrieve video from Cloud

Sometimes I can see a still image, so I can figure out who was at the door.
But message says “cannot retrieve video from Cloud”.
I installed a internet Netgear Range extender inside the house, so it is three feet from the Cam.
I don’t quite understand the Tech Support steps needed. Upload a Log, then contact an Expert, or something like that.
I did upload a Log, Now what?