Issue
The status shown in the Mobile Link app does not match the status indicated by the generator controller.
Environment
This article applies to Generac air-cooled and liquid-cooled home standby generators that have been set up with Mobile Link (Wi-Fi or Cellular connection).
Note: Upgrading to the Connectivity Cellular Accessory is recommended for users who wish to add connectivity to their generator or users experiencing ongoing connectivity issues. It is compatible with more generators and uses multiple carrier networks to offer greater coverage. Basic (free) and Premium cellular plans are available for users of this device. See here to upgrade: Connectivity Cellular Accessory.
Troubleshooting
Generator status shows connected, but status is not updating in the app
If you see either of these symptoms:
- The status shows the generator is connected, but the status history will not update or does not match the generator controller status
- Information is up to date via the website (app.mobilelinkgen.com) but not the app
We recommend uninstalling and reinstalling the app:
If you have an Android device, we also recommend clearing the cache. The token used to access Mobile Link may be out of date, and this action will refresh it.
Inconsistent connection from Wi-Fi or Cellular
- Onboard Wi-Fi will display an offline status in Mobile Link after 3 hours of no communication.
- LTE and Wi-Fi/Ethernet will display an offline status in Mobile Link after 27 hours of no communication.
Note: After 48 hours of no communication, a no-signal alert will be triggered if the alert has been enabled.
Wrong device registered
The wrong MAC address or device serial number was used when enrolling a generator in the app. This is far less common. The mistaken generator must be unenrolled in Mobile Link first: How Do I Remove a Generator From My Mobile Link account?
Confirm the appropriate MAC address or device serial number was registered. See the Where Is the Serial Number Located on My Mobile Link Device? article for physical locations of the MAC address or Mobile Link serial numbers.
