XCam2 not viewable in App

I know this has been an ongoing, intermittent, and sporadic issue. I've read lots of posts about this, but no resolution. I've done all of the steps to troubleshoot: reboot touchscreen, gateway, camera. Delete and re add camera. Sign out of app, update app, reinstall app, yada yada. It shows live on touchscreen, shows snapshot preview in app, but when I click on it, I get the "we're having trouble". It won't record activity (I have 24/7 monitoring) Also can't view it on X1. Spent time with (tier one) support, to no avail. Supposedly being directed to advanced support who "will call within max time of 48 hours". Galaxy S9+, Android 10, latest x-home app update listed as Feb 13 2020.