If a thermostat does not seem to be executing remote commands properly (e.g., it is not updating its setpoint or mode properly after a remote command), try the following steps to ensure that the commands are able to properly control the thermostat.

Verify Z-Wave thermostat commands appear in the Event History  

To verify Z-Wave commands appear in the Event History:

1. Log into the Partner Portal or MobileTech app.
2. Find the customer account.
3. Click or tap History.
4. Look in the Event History for the Z-Wave thermostat commands.
   • If Z-Wave thermostat commands appear, see Z-Wave thermostat commands do appear.
   • If Z-Wave thermostat commands do not appear, see No Z-Wave thermostat commands appear. 

If no Z-Wave thermostat commands appear:  

If there are no Z-Wave thermostat commands in the Event History, then commands were not sent. This could be because either:

• The customer is not logged into the correct account. Verify that the login name the customer is using to send commands matches the login name on the account. 
• The customer's computer or mobile device doesn't have a consistent internet connection.
• Verify the user's device is connected to Wi-Fi and can access internet websites. 
• The customer's login may have custom permissions that do not grant them thermostat access.
  • To verify login permissions using the Customer Website. 
    1. Log into the Customer Website.
    2. Click Users.
    3. Click Manage Logins.
    4. Click the login name to verify the permissions. On the Manage Login Permissions page, it states what permissions that particular login has access to. 
       • If the login's permission is set to Read Only, the login does not have access to send commands to the Z-Wave thermostat.
       • If the login's permission is Custom, and Light/Thermostat Automation is not selected or is set to Read Only, the login does not have access to send commands to the Z-Wave thermostats.

If Z-Wave thermostat commands do appear:  

If there are Z-Wave thermostat commands in the Event History, verify the command was acknowledged (e.g., Acknowledged at 1/1/2015 6:00:00 pm).

• If commands appear in the Event History to be acknowledged, as shown in the following example, see Z-Wave thermostat commands are acknowledged. 
  
  
• If commands appear in the Event History as Sent but not acknowledged, as shown in the following example, see Z-Wave thermostat commands are not acknowledged.
  
  

If Z-Wave thermostat commands are not acknowledged:

If the Z-Wave thermostat commands in the Event History are not acknowledged, this indicates that the cellular module is having difficulty communicating properly.

• Verify on the account's Signaling page to see if the account's signaling history shows low signal strength or high registration times. If signaling is a consistent concern, try to improve signaling and then test remote arming/disarming commands again. For information on how to improve signaling, see What does Poor Signaling mean?. 
• Verify the system is able to acknowledge other commands, like modem pings. For information about pinging the system, see Ping the module to verify proper communication. 

If Z-Wave thermostat commands are acknowledged:

If the Z-Wave thermostat commands in the Event History are acknowledged, verify if the thermostat was actually able to set the setpoint or change modes but did not update its status properly. Check the thermostat's display to see if the change occurred. 

• If the thermostat is able to set the setpoint or change modes from remote commands but is not updating its status properly, the panel is having difficulties providing status updates: 
  1. Request an updated Z-Wave equipment list. For more information about requesting an update, see Request an update on the Z-Wave equipment list. 
  2. Power cycle the thermostat and the panel, and then test remote commands to the set the setpoint or change modes again. 
• If the thermostat is not able to set the setpoint or change modes but the command is showing as acknowledged in the Event History: 
  1. Eliminate the possibility of Z-Wave communication issues. 
     • To improve Z-Wave communication to a Z-Wave device: 
       1. Add a repeater or move current repeaters to eliminate the possibility of a range or communication issue.  For more information about repeaters, see What is a Z-Wave repeater?.
       2. Run a network rediscovery, and then test remote commands to the thermostat again.
  2. Power cycle the thermostat and the panel, and then test remote commands to the thermostat again.
     • A Hard Reset command using the Remote Toolkit can also be sent to troubleshoot the behavior. For more information about sending a hard reset, see Send a Hard Reset command to a module 
  3. Reset the thermostat's Z-Wave information. 
     • To reset the thermostat's Z-Wave information: 
       1. Remove the thermostat from the Z-Wave network.
       2. Factory reset the thermostat. For more information about factory resetting the thermostat, see for the specific thermostat's installation guide. 
       3. Re-enroll the thermostat to the panel's Z-Wave network.
       4. Test remote commands to the thermostat again.
  4. If all preceding steps do not resolve the behavior, replace the thermostat or contact Alarm.com CORE Technical Support for further assistance.