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Web Portal Usage

In this case, there can only be 2 possibilities either No Internet Connectivity or No Software In Phone (Factory Reset). Please verify proper internet connection & software installation in phone Instead, users are using different devices which becomes the reason for no updates in your panel.
To download or save images

From Desktop
 
Right click on the thumbnail which you want to download. Open it in new tab. There you will find save as option for theimage.

From Mobile

Click on the thumbnail which you want to download. When you see original size image then long press click you can find save option.