There is no reason for the camera to be able to contact the portal and send information but you not to be able to get information on your phone. You may try entering a different admin code for the “down” camera on the portal, then adding that account/code to the app.
See, the camera sends to the portal, and then the information (pics, status report, video) goes from the portal to the app. The camera does not send to the app or email, only to the portal. The portal sends to the app or email.
If the camera is contacting the portal, it’s possible that you have a signal problem (bad SIM or antenna, or just some sort of signal problem). The camera may be able to connect enough to get a status report through, but not well enough to sent photo, which takes a longer connection.
Steve’s mention of battery is also a possibility except that you say that the status report is showing good battery. Things do happen to external batteries and the internals can run down. However, I’d have expected to see something in the status report to indicate a battery problem.