Nightvision bug

So i subscribed for a plus membership yesterday and when i tried if dynamic lighitng works on the map for the next session (dungeon of the dead three in descent into avernus) the night vision kept turning of. i tested this with one of my players, when i turn on nightvision and put it on the right distance, he doesn't see it and i do. but when he moves his character token, it is completly gone. i have no idea how to fix this and the support is taking very long to respond while i marked it as an urgent matter because my players only see a black screen on every map. Has anyone experienced the same?

Just in case you need it, here is my standard "why can't my players see anything?" checklist. The important thing is to verify . Don't assume. This list is written with GMs in mind, but can help players work through issues with their GM. They may need to do that last step (refresh their page) after being placed. The token is on the VTT It is assigned to the character The player has control over the character The token is on the Token/Object layer It is not blocked off by DL lines from seeing the immediate surroundings Make sure the player is looking at their token's immediate area. Shift-Click and hold on the token to pull the player's view to that area. If Fog of War is being used, that the area the token is in has been cleared The player has not been Split from the Party (Check the Help Center if this is unfamiliar) If Dynamic Lighting of any kind is being used: The token has sight turned on The token has a light source, or Nightvision (UDL) or personal light (LDL) In UDL it may be necessary to move the token one square to get everything working, or in extreme cases, refresh the (user's) page.