How do I fix the “Connected to another mobile device” message in the Field Pro app?

This article helps installers and homeowners address the Field Pro message, “Connected to another mobile device. This device must be disconnected before you can connect.”

The steps below help ensure only one device is connected and refresh the generator’s connectivity module and the Field Pro app so the generator can be set up or adjusted.

Environment

This article applies to:

• Next Generation series air-cooled standby generators with a PowerZone 200 control panel configured using the Field Pro mobile app.

Symptoms

• Field Pro shows the message: “Connected to another mobile device. This device must be disconnected before you can connect.”
• The user cannot connect to the generator in Field Pro from their phone or tablet.

Cause

• Another phone or tablet is currently connected to the generator via Bluetooth, or the last session did not disconnect cleanly.

Procedure

1. Use only one mobile device. Verify that only one mobile device at a time is trying to connect to the generator in Field Pro. Sign out of Field Pro and close the app on any other devices that were previously used.
2. Power-cycle the cellular or connectivity accessory. At the back of the generator, unplug the cellular or connectivity module, wait 10 seconds, then plug it back in. Allow it to power up fully, about 1 to 2 minutes. For detailed instructions, see How do I hard reset or power cycle a Mobile Link device?.
3. Reinstall Field Pro. On the phone or tablet, uninstall the Field Pro app, then reinstall it from the device’s app store. Open Field Pro, sign in, and try connecting again.

If the message returns

If the message returns after completing the steps above, contact Generac Technical Support at 800-883-7535 for assistance.

Related resources

• Product lookup page
• Dealer locator