It would be nice to know the bike year.....
According to my
08 manual, there's a couple of things to check. There are two relays (up and down) that are identical. They're on the bracket that blocks the air filter removal. Looking at them with the fairing off on the left side. They are the first two that look alike. I rather doubt that both of them are bad as you said it wouldn't work at all. If only one direction worked then you could swap relays to see if you could narrow down the problem to one relay.
There is a connector to the motor. Disconnect it and check the following:
+ - switch position standard voltage
green red Free 0
green red Up battery voltage
red green Free 0
red green Down battery voltage
30 amp fuse for the windshield motor
I would start at the connector to the motor and work backwards if the voltages aren't there or right.