Z-Wave Thermostat Not Responding to Remote Commands – Troubleshooting Guide

If your Z-Wave thermostat does not appear to be executing remote commands (such as changing setpoints or modes), follow the steps below to ensure it can communicate properly and respond to control signals.

1. Verify Z-Wave Thermostat Commands in the Event History

Log into the Partner Portal or MobileTech app and check if thermostat commands appear in the Event History.

• If thermostat commands appear, continue to Step 2.
• If no commands appear:
  • Verify the customer is logged into the correct account.
  • Check that their computer or mobile device has a stable internet connection.
  • Ensure the user’s login has permission to control thermostats:
    • On the Customer Website, go to Users → Manage Logins.
    • Confirm the login is not set to Read Only and has Light/Thermostat Automation permissions enabled.

2. Check Command Acknowledgements

If commands appear in the Event History, confirm whether they were acknowledged or only sent.

• Commands not acknowledged:
  • Indicates poor communication between the thermostat and module.
  • Check signal strength on the Signaling page and resolve any issues under What does Poor Signaling mean?
  • Verify the system responds to other commands like modem pings.
• Commands acknowledged but thermostat not responding:
  • Request an updated Z-Wave equipment list.
  • Power cycle both the thermostat and panel.
  • Run a Network Rediscovery to improve Z-Wave communication.

3. Reset Z-Wave Information

If issues persist, reset the thermostat’s Z-Wave connection:

1. Remove the thermostat from the Z-Wave network.
2. Factory reset the thermostat (refer to the manufacturer’s installation guide).
3. Re-enroll the thermostat to the Z-Wave network.
4. Test remote commands again.

4. If Issues Persist

• Send a Hard Reset command using the Remote Toolkit.
• Add a Z-Wave repeater if range or communication issues are suspected.
• If the thermostat still does not respond, consider replacing the thermostat or contacting Alarm.com CORE Technical Support.