Troubleshooting Wi-Fi Connectivity Errors
This article covers common issues and errors that end users may face when attempting to set up a Mobile Link Wi-Fi connection on their home network. For the full setup process, see the How Do I Connect My Generator to a WI-FI Network? article.
Environment:
This article applies to Mobile Link Wi-Fi devices only.
If you are troubleshooting a 4G LTE device, you can go to What Do the Lights on the Front of the Mobile Link Cellular LTE Accessory Mean?
If you are troubleshooting the Connectivity Cellular Accessory, you can go to What do the lights on the G3 Connectivity Cellular Accessory mean?
Wrong Passcode
This can mean weak signal strength at the generator, assuming the correct password has been entered.
1. End users should confirm the Wi-Fi password by disconnecting from their home Wi-Fi network in their phone settings and attempting to reconnect using their password.
2. Move the router closer to the generator, if possible.
3. If the signal is poor, it is recommended to use a 2.4 GHz Wi-Fi extender. See the How to Determine If an Extender is Compatible with Mobile Link Wi-Fi article for more information.
4. If the end user already has an extender, they should attempt to connect to it during the connection process (it will show up as its own network) and move the extender closer to the generator if possible.
Low or no signal percentages
Wi-Fi Signal 0%
This can indicate an extremely low Wi-Fi signal at the generator, the end user is attempting to connect to the unsupported 5 GHz Wi-Fi spectrum (only 2.4 GHz is supported), or they are using a mesh network. If using a mesh network or 5 GHz:
1. Contact the ISP to determine if the router can split the network into two frequencies so one is 5 GHz and the other is 2.4 GHz. Mobile Link requires a 2.4 GHz connection.
2. Recommend an extender that only supports 2.4 GHz. See the How to Determine If an Extender is Compatible with Mobile Link Wi-Fi article for more information about Wi-Fi extenders.
3. Confirm with your ISP that there is not an outage detected in your area.
Low Wi-Fi Signal
1. Verify the distance between the generator and the router.
2. If it is more than 25 feet, it is recommended to move the router closer or use a 2.4 GHz extender.
3. Large physical obstructions like cinder block walls, doors, or furniture can also block or weaken a Wi-Fi signal. Keep obstructions to a minimum, leaving an open space between the generator and network gear.
4. Once the router has been moved closer or an extender has been installed, go through the connection process again and select the Wi-Fi network or the extender's network (if an extender was used).
Reference these articles for more information about Wi-Fi signal percentages:
Low Bandwidth
A poor signal can be a symptom of low bandwidth, which is often caused by using too many devices at once in your home, resulting in limited data. Some devices that consume large amounts of data include:
- Security Systems (smart doorbells or cameras)
- Streaming on one or more devices
- Online gaming
Dual-band routers
If using a dual-band router (a router that supports both 2.4 and 5 GHz spectrums), end users should verify the 2.4 GHz network is being selected during the setup process.
MLG network is connected, but the app and IP address will not load to the next page
The Mobile Link Generator (MLG) network is broadcast by a Generac generator during the Wi-Fi setup process. During setup, a connection must be established with the MLG network from a mobile device before connecting to the home network.
1. Verify the phone is connected to the MLG network.
2. Disconnect from the MLG and reconnect, try to reconnect again.
3. Try using another smart device to go through the connection process.
4. Perform a power cycle on the device.
5. Perform a hard reset on the router (and extender, if applicable).
Network Ports
The Mobile Link device uses port 8080 and 8081 for HTTP communication and port 443 for HTTPS communication. Port 123 is used for Network Time Protocol (NTP) and port 53 is used for the Domain Name System (DNS). These ports are very commonly used for network communication by many services and will be open on all home routers by default. It is extremely unlikely that ports are closed.
Need more Help?
If none of the above troubleshooting steps work, call 888-436-3722 for assistance.
An authorized service dealer can also be contacted to help diagnose the problem. See the How Can I is Find a Generac Service Dealer in My Area? article for more information.
