Troubleshooting Wi-Fi connectivity errors

This article covers common issues and errors that end users may face when attempting to connect a Mobile Link device to their home network.

Environment

• This article applies to Mobile Link Wi-Fi devices only. See here to determine what device is installed on your generator: Mobile Link network device overview and compatibility information
  • If you are troubleshooting a 4G LTE device, see What do the lights on the front of the Mobile Link Cellular LTE Accessory mean?
  • If you are troubleshooting the Connectivity Cellular Accessory, see Reading the 4G/LTE Mobile Link accessory LED status indicators
• Ongoing connection issues: This article applies to scenarios where a user cannot successfully set up a Wi-Fi connection, or the connection cannot be reliably maintained. For full first-time setup, see How Do I Connect My Generator to a Wi-Fi Network?

Note: Upgrading to the Connectivity Cellular Accessory is recommended for users who wish to add connectivity to their generator or are 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. See here to upgrade: Connectivity Cellular Accessory.

Before you begin: consider configuring a dedicated 2.4 GHz network

Generac support has found that many connection issues are resolved by configuring a dedicated 2.4 GHz Wi-Fi network on the router. Before proceeding with in-depth troubleshooting, verify that the home Wi-Fi network is compatible with Mobile Link: Is My Wi-Fi Network Compatible With Mobile Link?

Common issues

Something with my home network has changed. What do I do? 

If you recently split your network, changed your network password, or upgraded your router, we recommend walking through the reconnection process. See How do I select a new network for my Mobile Link connection?

Dual-band routers

If using a dual-band router, ensure the 2.4 GHz network is selected during setup. A dedicated 2.4 GHz network is preferred. See: Is My Wi-Fi Network Compatible With Mobile Link?

Wrong passcode

This can indicate weak signal strength. To resolve:

• Confirm Wi-Fi password by reconnecting on a mobile device.
• Move router closer to generator.
• Use a 2.4 GHz Wi-Fi extender if needed. See How to Determine If an Extender is Compatible with Mobile Link Wi-Fi.
• Try connecting directly to the extender's network and reposition the extender closer to the generator.

Low or no signal percentages

Wi-Fi Signal 0%

This may indicate extremely low signal strength, a mesh/5 GHz network, or an incompatible setup. Try the following:

• Contact your ISP about splitting 2.4 GHz and 5 GHz bands.
• Use a 2.4 GHz-only extender.
• Confirm there is no ISP outage.

Low Wi-Fi Signal

• Check generator-to-router distance. If over 25 feet, move router or add extender.
• Minimize physical obstructions between router and generator.
• Repeat the connection process after repositioning equipment.

See these articles for more help on signal strength:

• What Is a Strong Wi-Fi Signal Percentage for My Generator?
• What Should I Do if I Have Weak Signal Strength?
• How Do I Check the Signal My Mobile Link Device Is Seeing?

Low bandwidth

Low bandwidth can be caused by heavy home internet usage. High-data devices include:

• Security systems (smart doorbells or cameras)
• Streaming devices
• Online gaming

MLG network is connected, but app and IP address will not load

Try the following if setup is stuck after connecting to the MLG network:

1. Verify phone is connected to MLG network.
2. Disconnect and reconnect to MLG.
3. Use a different smart device.
4. Power cycle the generator: How Do I Perform a Hard Reset on a Home Standby System?
5. Reset the router and extender (if used).

The control panel says ‘Bad/No SSID’

This is likely a router provisioning issue. Try power cycling the router. For hidden SSIDs, see: How do I connect a Mobile Link device to my home network if my SSID is hidden?

I see "Setup Failed Retry?"

• Verify Wi-Fi password
  • Verify the correct Wi-Fi password is being entered by reconnecting to your home Wi-Fi network on a mobile device.
• Poor signal
  • A Wi-Fi signal of 30% is recommended for stable Wi-Fi connections: What Is a Strong Wi-Fi Signal Percentage for My Generator?
  • Check generator-to-router distance. If over 25 feet, move router closer to the generator or add an extender: How to Determine If an Extender is Compatible with Mobile Link Wi-Fi
  • Minimize physical obstructions between router and generator.
  • Repeat the connection process after repositioning equipment.
• Incompatible network
  •  Is My Wi-Fi Network Compatible With Mobile Link?

Why Am I Seeing “READING SSID” on the control panel?

“READING SSID” indicates the generator is in the Wi-Fi connection process. If “READING SSID” alternates with “SET TO AP PLEASE WAIT”, follow these troubleshooting steps:

Disable and re-enable the onboard Wi-Fi

1. Open the generator's lid. Press OFF and then ESCAPE to access the control panel's main menu.

2. Use the up and down arrows to select SUB MENUS and press ENTER.

3. Toggle to EDIT and press enter.

4. Press the up arrow once until the screen displays WIFI ENABLE. Toggle to No and then press ENTER.

5. Then, repeat the steps above to re-enable Wi-Fi (SUB MENUS > EDIT > WIFI ENABLE > YES) and try connecting to Wi-Fi again.

If this doesn't work, try the following:

1. Power cycle the Mobile Link device: How do I hard reset or power cycle a Mobile Link device?
2. Power cycle the generator: How Do I Perform a Hard Reset on a Home Standby System?

If “READING SSID” alternates with “CONNECTED TO [NETWORK NAME]” after entering the Wi-Fi password:

• Wait 30–40 seconds for the connection process to finish

Verify network ports

Mobile Link uses common ports (8080, 8081, 443, 123, 53). These are open on most home routers by default and are rarely the issue.

Notifications not updating or status mismatch

See these related articles:

• Why doesn't Mobile Link display the correct generator status?
• Why Was the Mobile Link Generator Notification I Expected to Receive not Delivered?
• Why Doesn't My Status History Update in Mobile Link During a Power Outage?
• Mobile Link app "spinning" or will not load

Need more help?

• Upgrade to the Connectivity Cellular Accessory for better reliability. See available Mobile Link subscription plans.
• Contact a Generac authorized service dealer. See How Can I Find a Generac Service Dealer in My Area?

See also

• Mobile Link Wi-Fi keeps disconnecting