First Step is to check the mode, since if it’s wrong, a lot of things are likely to go wrong. You can just look through the notifications in the mobile app to see if it changed when it was supposed to.
Next step if the mode was right is just to look through the recent activity for the hot water heater just to get an overview of what, if anything, commands have been sent to it recently. Open the mobile app, choose “my house” (the four little square icon down at the bottom of the screen), choose things, find the device that should have fired but didn’t and click on its name ( not the icon to the left of the name, the actual name itself). This will open the detail screen for that device. Now click on “recently” at the top of the detail screen to see its recent events.
If checking the mode, the notifications, and the recent events for the device listed in the mobile app don’t give you enough information to understand what went wrong, it’s time to start looking into the technical logs.
You can do this yourself, or just put in a support ticket by email and support will look at them for you.
Here’s how you can do it yourself: