Troubleshooting weak or intermittent cellular signals for Mobile Link G3 Cellular Connectivity Accessory

This guide provides basic troubleshooting and potential signal enhancement options, which can be considered when a weak cellular signal is identified as the root cause. The first step in troubleshooting is determining whether the issue is between the generator and cellular device or whether the issue is a cellular communication issue.  

Environment

This article applies to Mobile Link Cellular Connectivity Accessories (4G LTE and G3 accessories)

General Troubleshooting

Continuous weak signals could cause disconnection and no-signal events. The first step of troubleshooting is identifying whether the issue is cellular communication or generator communication. 

G3 Cellular Connectivity Accessory: 

G3 Cellular generator communication issues

• The G3 Cellular LED indicator light will blink 1-time for generator communication issues. 
  1. Verify that the cable harness is securely connected to the generator controller. 
  2. Verify that the generator controller is operational. 
  3. Contact a Generac Independent Authorized Service Dealer 

G3 Cellular cellular communication issues

• The G3 Cellular LED indicator will blink 2-times for cellular communication issues.
  1. Inspect the environment for any metal objects or other mechanical interference that could block cellular performance. 
  2. Clear any debris that could be contributing to signal degradation if possible. 
  3. Check for cellular outages with the carrier in your area. 
  4. If the problem persists, communicate the location to Generac Customer Support for further investigation of the area. 

Additional considerations

• Cellular signal boosters
• Observe patterns in the weather
  • Certain times of the day or weather patterns may point to a potential cause of a weak signal. 

4G LTE Cellular Connectivity Accessory

4G LTE Cellular Network LED indicator (B) is FLASHING or OFF

• • Reset the connector at the generator controller and Mobile Link 4G LTE cellular accessory. Verify that the external antenna is attached tightly to the Mobile Link 4G LTE accessory.
  • Wait for situation to resolve itself. LED should stop flashing within 10 minutes. If not:
    • Purchase an extender antenna
    • Contact Customer Support.

Note: Cellular coverage may be intermittent. Verify Verizon's cellular coverage strength by trying to make a phone call from a Verizon-supported mobile phone near the Mobile Link 4G LTE cellular accessory or contact Verizon directly.

4G LTE Connection to Controller indicator (C) is FLASHING or OFF

The accessory is not connected to the generator controller

• Reset Mobile Link 4G LTE cellular accessory wire harness to the generator controller
  • How do I hard reset or power cycle a Mobile Link device?
• Verify that the harness connections between Mobile Link 4g LTE cellular accessory and generator controller are correct.

Poor connection to the controller

• Wait a few moments. Upon initial startup, Mobile Link will not attempt to communicate with the controller for approximately 15 seconds.
• Inspect wire harness and battery connections (if applicable); tighten if necessary. 

The generator controller communicates with a 4G LTE cellular accessory but has not yet been identified.

• Verify the controller is compatible with the 4G LTE cellular accessory. (Nexus, Evolution 1.0, and Evolution 2.0). 
  • Which generator controllers are compatible with Wi-Fi or LTE cellular Mobile Link connectivity devices?
• Verify all harness connections between the 4G LTE accessory and generator controller are correct and tight. 
  • How do I hard reset or power cycle a Mobile Link device?
• Note: the LED light will turn solid when communications are established. 

4G LTE Server Connection LED indicator (D) OFF

4G LTE accessory not connected to Mobile Link Server

• The server may be down. Wait for the server to respond, or contact Mobile Link Customer Support at 1-855-436-8439 (US) or 1-844-843-9436 (CAN).

Unsupported Controller

• Verify that your generator's controller is Nexus, Evolution 1.0, or Evolution 2.0.
• Which generator controllers are compatible with Wi-Fi or LTE cellular Mobile Link connectivity devices?

4G LTE Cellular unit in "Suspended" mode.

• Contact Mobile Link Customer Support at 1-855-436-8439 (US) or 1-844-843-9436 (CAN).

4G LTE Server Connection LED indicator (D) FLASHING

4G LTE accessory connected to Mobile Link servers, but the connection is not verified

• Server connection pending. Wait for the server's response. The connection process may last as long as 10 minutes. 
• Check for the latest firmware and update if necessary. 
  • Can I Update My Control Panel Firmware to the Latest Version?

Additional considerations

• Cellular signal boosters
• Observe patterns in the weather
  • Certain times of the day or weather patterns may point to a potential cause of a weak signal.