Help: iCloud photos will not download to PC

Hello

I have followed all directions to accomplish this but to no avail.

When I click ‘download photos and videos’ a window pops up stating that the library is being prepared and could take some time. This has been ongoing for over a month now. The photos do show up on iCloud.com

I’ve uninstalled the program, re-installed it, checked off then back on the photo library option and still nothing.

After two days of 1-hour conversations with apple, not even they have been able to help. In fact, one made it worse by telling me to click yes to something and I lost all photos on my iPhone then said goodbye. I didn’t know what to do so I ended up restoring from the last back up which meant I still list some stuff but at least not my photos.

Please please help!!