Mobile Link status history is not showing recent events during an outage

Environment

• Mobile Link Wi-Fi and Cellular devices: This article applies to all Mobile Link connectivity devices. For more information, see: Mobile Link Wi-Fi, Cellular, and LTE device compatibility guide
• Outage scenario: This article applies to users who are in an outage event. If you are not in an outage, see: Why doesn't Mobile Link display the correct generator status?

Wi-Fi & Wi-Fi/Ethernet devices

When a power outage occurs, there is a delay before the generator begins supplying power to the home. During this delay, electronic components such as routers will not have power. If the router is powered off due to an outage, there will be a delay in communicating the outage status back to Mobile Link servers. The status message should come through once the router finishes powering up on generator power. It may take up to 10 minutes to come back online. If Mobile Link does not reconnect after 3 hours of power returning and the home router is on, then the Wi-Fi connection process should be followed.

Cellular devices

If the owner has a 4G LTE or Connectivity Cellular Accessory device, then this issue would be caused by a cellular signal problem on the cellular carrier end. Generator owners will need to wait for the cell service carrier to resolve the issue on their end.

Discontinued Notice: The Mobile Link Wi-Fi/Ethernet and 4G/LTE aftermarket accessories 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. 

Uninstall and reinstall the Mobile Link app

If you see either of these symptoms:

• The status shows the generator is connected, but the status history will not update or does not match the generator controller status
• Information is up to date via the website (app.mobilelinkgen.com) but not the app

We would recommend you uninstall and reinstall the app:

• How to Uninstall the Mobile Link App?
• How Do I Download the Mobile Link App to My iPhone or Android Device?

If you have an Android, we would also recommend clearing the cache. The token utilized may be out of date to access Mobile Link. So by doing so, you are refreshing that token.