"Service required" and "A fault has occurred" message in Mobile Link

The Service required message appears in the Mobile Link web app and indicates that a fault message has occurred. In the Mobile Link mobile app, this alert displays as A fault has occurred.

A fault has occurred message (Mobile app)

This alert indicates the generator controller detected a fault during operation. Depending on the specific error code, a fault can indicate a serious issue requiring a dealer visit, or it can simply mean the auxiliary shutdown switch was flipped. The fault code shown in the app corresponds to the fault shown on the generator’s display panel.

To learn more about generator faults, see Where can I find a list of error codes for my generator?.

Using the "Request service" button

On the Generator card, when a user experiences a fault warning or requires maintenance, the Request service button appears directly on the card. Tapping this button allows the user to locate a nearby service dealer and submit a service request.

Note: This option will not appear if the user has a preferred dealer or a dealer-managed account. To contact them, tap Contact your dealer to view their contact information.

To request a service call

1. Tap Request service.
2. (Optional) Tap View details to open your generator’s status history.
3. Review the pre-filled contact and unit information. Edit the form if needed.
4. Tap Submit request.
5. After successful submission, a confirmation will display on the generator card.

The form auto-populates with your account info. Modify details if needed, then tap Submit request.

Note: If the request fails and you receive an Unable to process request notification, please contact Mobile Link support: How Can I Contact Mobile Link Customer Support?

Service required messages (Web app)

The Service required status indicates the generator is showing a fault message that needs attention. A fault means the controller has detected a problem that can prevent the generator from running, so the unit may not automatically start during a utility outage.

Open the Status history tab to determine the fault type or verify that the unit is not switched to OFF. You can try clearing the fault by pressing OFF, ENTER, ENTER on the generator’s control panel. If the fault persists, contact a local certified service dealer to inspect the generator. See How Can I Find a Generac Service Dealer in My Area? for more information.