Mobile Link device communication patterns

Environment

This article applies to the Mobile Link Onboard Wi-Fi, Wi-Fi/Ethernet, and 4G/LTE devices. This article does not apply to the Connectivity Cellular Accessory device. For more information, see: Mobile Link Wi-Fi, Cellular, and LTE device compatibility guide

Discontinued Notice: The Wi-Fi/Ethernet and 4G/LTE aftermarket devices have been discontinued. 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. 

Check-ins

When a status change is not detected, Mobile Link devices will perform periodic check-ins to verify connectivity status. For example, if there is a status change "exercise" or "utility loss" Mobile Link servers will receive that data and ultimately update the last seen date on the back end, which then displays in the Mobile Link app.

Each device (4G/LTE, Wi-Fi, Wi-Fi/Ethernet) has its own check-in timeline. For example, if Mobile Link servers have not heard from a Mobile Link Wi-Fi device after 48 consecutive hours, it will trigger a "no signal" notification. This is due to the sensitivity of Wi-Fi networks that tend to go online and offline frequently. 
 

Onboard Wi-Fi devices

These devices check in with the end user's router and internet every 15 minutes. If it does not receive a response, it will continue check-ins every 15 minutes for up to 3 hours. After 3 hours of no communication, the Mobile Link app will display an offline status.

Wi-Fi/Ethernet aftermarket accessory

These devices check in with the owners router and internet every 24 hours. If the 24 hour check in fails, the Mobile Link device will attempt to reconnect to the end user's home Wi-Fi router for the next 3 hours. If it cannot connect at the 27 hour mark, Mobile Link will display an Offline status.
 

4G/LTE aftermarket accessory

These devices check in with the cellular towers every 24 hours. Once it hits another 3 hours of no communication (at hour 27), the Mobile Link app will display an Offline status.

Connectivity Cellular Accessory

In comparison to the other accessory devices, these devices are a bit different. These are more "live" and have the ability to flip on and off for connection more instantaneously. Scheduled, periodic check ins are not necessary.

Troubleshooting an offline status for Wi-Fi devices

Are you in an outage? If your power went out, and your router is not on a protected circuit, then it means your router has been powered off and the connection may have been affected. An outage may also knock out your internet service provider (ISP) for your region. Check your router to ensure it is powered on and that you currently have internet connectivity. 

• Attempt to reconnect the device: How Do I Reconnect My Generator to a Wi-Fi Network if It Has Become Disconnected?
• Check these common connectivity issues: How do I troubleshoot Mobile Link Wi-Fi connection errors?
• Verify your network has a dedicated 2.4 Ghz network: Is My Wi-Fi Network Compatible With Mobile Link?

Troubleshooting an offline status for 4G/LTE devices

• Ensure the antenna is in the correct position (upright)

• Check the LEDs to determine the status of the device: What Do the Lights on the Front of the Mobile Link Cellular LTE Accessory Mean?
• Try power-cycling the device: How do I hard reset or power cycle a Mobile Link device?