Sentry Plus live stream timeout

I purchased two Sentry Plus cams on Amazon a few weeks ago. Both cams have the same issue: Live Stream Times out when using the phone app. I’ve had Netvue support working on this for 4 days or so with no success. I’ve tried the cams on two different networks/homes, still get live stream time out. Also, video won’t record to the SD cards for either cam. All apps and firmware are the latest versions. Network is 300mbs Comcast. There are no connection issues and setup (multiple times) went with out a hitch. Both cams send me motion alerts with a still shot,. The only issue I have is neither will send me a live video stream. I have a Sentry Pro that works fine.
Have any of you had this problem with the Sentry Plus cam? I really hate to return the cams, but they are of no use to me with no video. I’m a retired engineer of 42 years in the profession. I don’t like it when I can’t figure out why something computer related doesn’t work.

Ok… it’s been a week now. Netvue support has been no help to this point. In fact, when he gives basic instructions to look at things, he gives me steps to take from what appears to be the Sentry Pro app. I’m not sure he’s ever seen the Sentry Plus GUI. I don’t need basic instructions anyway… I’ve been all over the phone app and can do anything but get a live stream.
Here’s a shot of my phone app for the Sentry Plus. Anyone else’s Sentry Plus GUI look like this (after tapping the gear?)

Sorry for the inconvenience brought.
I have forwarded these issues to our engineers, will get back to you via email within 48 hours.
Kindly remember to check your email


Thank you Very much, Anna!

After 5 months, I still have no resolution to this issue. Second level netvue support advised me to download the Vicohome app and try that. It provided a live stream with no issues other than Vicohome does not support Alexa for the Sentry plus cam. So, as a result, I have to view my Sentry Plus cams (all 5 of them) via Vicohome, and my other Netvue cams via the Netvue app.
I was told from Netvue support, the Netvue app would be fixed and updated to correct the issue with the live stream time-out. After several updates, The Sentry Plus cams still wont provide a live stream via the Netvue app.
Why does Netvue sell a cam that won’t work with the Netvue App? Has anyone else had this problem?