Controller "Not sending status updates" error in Mobile Link

This error can appear for a variety of reasons. Use the checks below based on your connected device type. You may also consider contacting customer support. They can review when your device last checked in and whether the controller is communicating with the device.

Environment

This article applies to Generac air cooled home standby generators with a cellular or Wi-Fi Mobile Link Device. To determine which Mobile Link device you have, see the Mobile Link Wi-Fi, Cellular, and LTE device compatibility guide

Onboard Wi-Fi device

Note: These devices check in every 15 minutes. If no check-ins are received for 3 hours, the status switches to Offline. During that 3-hour window, the device may still appear as Online.

• Is the internet out? Check other devices on your network to confirm.
• Has your network recently changed (new router, new ISP)? If network changes occurred, see Is my Wi-Fi network compatible with Mobile Link?
• Have you tried reconnecting? See: How Do I Reconnect My Generator to a Wi-Fi Network if It Has Become Disconnected?
• If you have reconnected but the issue persists, you may be experiencing connection issues: Mobile Link Wi-Fi keeps disconnecting

Connectivity Cellular Accessory, 4G LTE, or Ethernet device

Note: 4G LTE and Wi-Fi/Ethernet accessories check in every 24 hours. If a check-in is missed, the device switches to Offline after 27 hours.

Note: Connectivity Cellular Accessory devices can update their online/offline status more instantaneously.

Typically, the accessory port is labeled with an orange or neon green sticker (orange sticker shown below).

New install

1. Confirm the proper harness is used (all required pieces/sections present). For liquid-cooled generators, reference the harness specification.
2. Check to ensure there are no bent pins in the harness.
3. Complete a hard reset.
4. Replace the harness if needed.
5. If the issue persists, consult a local dealer to review the control panel. A control panel replacement may be needed.

Existing install

1. Check for bent pins in the harness.
2. Complete a hard reset.
3. Replace the harness.
4. If the issue persists, consult a local dealer to review the control panel. A control panel replacement may be needed.

In rare scenarios, the device itself is the issue. More commonly, the problem is related to the harness or the controller.