Ring battery doorbell pro pre roll.

Hello all, I bought a ring battery doorbell pro two weeks ago, and the pre roll was working perfectly, and then suddenly it stopped working . I contacted ring about it and we did multiple troubleshooting but the problem wasn’t able to be resolved. The agent said it seems like I received a defective item, and I must contact Amazon to get a replacement. I received the new ring doorbell but the pre roll still not working. Does anyone know what can cause the pre roll not to be working?