Troubleshooting home standby generator setup in the ecobee by Generac app

If your home standby generator does not appear or the information shown is unexpected, use the checks below. The ecobee by Generac app provides generator monitoring, while generator enrollment, connectivity, and other setup tasks remain in the Mobile Link app. For more information, see: Comparing features in the Mobile Link and ecobee by Generac apps

Why doesn’t my generator appear in ecobee by Generac?

Check the following:

• Confirm that the generator is enrolled in Mobile Link
  • How do I add a new generator to my Mobile Link account?
• Confirm that your Mobile Link and ecobee by Generac accounts use the same email address
  • How can I manage and update my Mobile Link account information?
• If the postal codes associated with the accounts do not match, follow the in-app instructions to manually add the generator to an ecobee home
• Confirm that you are using the latest version of the ecobee by Generac app

Mobile Link is still required for generator enrollment and setup. A separate generator enrollment process in ecobee by Generac is not required.

Can I have more than one generator in an ecobee home?

The ecobee by Generac app supports one home standby generator per ecobee home. If your Mobile Link account contains multiple generators, each generator must be assigned to a separate ecobee home. 

Why does my generator show offline?

When the generator is offline, ecobee by Generac displays an Offline status. Current run status and condition information cannot be displayed while the generator is offline because the generator reports when its status changes.

Generator connectivity and Wi-Fi settings are managed in Mobile Link. If the generator is also offline there, troubleshoot its connectivity in Mobile Link, then check ecobee by Generac again.

Why does ecobee by Generac show a different status than Mobile Link?

Both apps can show accurate information but may refresh at different intervals. ecobee by Generac uses a newer run-state model, so small timing differences between the apps are expected and do not necessarily indicate a problem.

Why does ecobee by Generac show a different status than my thermostat?

The thermostat and ecobee by Generac use different status models. The thermostat displays one generator status at a time, while ecobee by Generac can display multiple conditions at once, such as Ready to run and a warning. Both can be correct.

What should I do if my generator address is incorrect?

If the address shown during the home-selection flow does not match your generator, use the generator serial number to identify the correct generator. Address corrections must be made in Mobile Link.

See also

• What is the ecobee by Generac app
• Adding a home standby generator to the ecobee by Generac app
• Comparing features in the Mobile Link and ecobee by Generac apps