Samsung galaxy 8 no event playback

My new doorbell only shows thumbnails under events…video playback is just a blank screen. Oddly there is no problem playing video events from my 2 cams v2. Events from the doorbell will playback on my moto e cell phone and an apple device just fine. Anyone know how this can be remedied?

Is it a picture event, with the little icon in the corner of the event thumbnail? If so, make sure this cam is assigned to CPL, in the services tab.

If not, try clearing your app cache in account > app settings.

Also try force closing or uninstalling the app.