This is most likely happening because your ecobee4 is not connected to your wi-fi or to your ecobee app. There are a couple things you can try:
1. Make sure your ecobee is connected to wi-fi. To check your ecobee’s wi-fi connection from your ecobee thermostat select MENU > SETTINGS > Wi-Fi > Wi-Fi Enabled > Network.
2. Log in to your ecobee mobile app and ensure your thermostat is connected.