If the Command History on the app is showing that your request is complete but you didn't get the HD photo or video, check the Command history on the portal.
Using a browser, log in to your account at my.spartancamera.com. On the Camera Management page, click on the down arrowhead to the right of Command History for the camera so you can view the command history for that camera.
This screen shot from the portal shows that a video request on 12-29-2019 at 9:02:05 PM failed after 3 tries. This can be an indication of a bad SD card. (The messages about the missing image and video file are because the SD card was formatted so those files were erased from the card. This might also happen if the camera is taking a lot of pictures in a short time and older files are overwritten and no longer available.)