Why doesn't Mobile Link status history show recent events during an outage?

During a power outage, Mobile Link may temporarily display a stale status, such as Ready to Run, even while the generator is operating. This can occur when the generator's Mobile Link device temporarily loses its Wi-Fi or cellular connection and cannot send an updated status to Mobile Link.

Environment

• Mobile Link Wi-Fi and cellular devices: This article applies to supported Mobile Link connectivity devices. For more information, see Mobile Link Wi-Fi, cellular, and LTE device compatibility guide.
• Outage scenario: This article applies when Mobile Link status or status history does not update during a power outage. If there is not an active outage, see Why doesn't Mobile Link display the correct generator status?.

Wi-Fi and 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, devices such as the home's Wi-Fi router may lose power. While the router is off, the generator cannot send updated status information to Mobile Link through the home network.

After the router powers back on using generator power, it must reconnect to the internet before Mobile Link communication can resume. This may take up to approximately 10 minutes. After communication is restored, allow time for Mobile Link to receive and display updated information.

If Mobile Link has not reconnected within three hours after power has returned to the router, and the home's internet connection is working, follow the Wi-Fi connection process.

Why does Mobile Link still show Ready to Run during a confirmed outage?

If a power outage causes the home's Wi-Fi router to lose power, Mobile Link will continue displaying the last status it received from the generator before communication stopped. In many cases, the stale status will be Ready to Run because that was the generator's status before the outage began.

This is expected behavior and does not mean the generator is not running or is malfunctioning. Mobile Link has not yet received the generator's updated status because the Wi-Fi communication link is unavailable. Even if the router later regains power, an update generated during the period when communication was unavailable may not have reached Mobile Link.

Note: When Mobile Link is displaying a stale status, the generator controller reflects the generator's current operating state.

How can I tell if the displayed status is stale?

Check the Last Seen date and time on the generator's detail page in Mobile Link. When communication is working normally, the Last Seen time typically updates approximately every 15 minutes.

• If Last Seen is more than approximately 15 minutes old, the generator may no longer be communicating with Mobile Link
• A status such as Ready to Run may remain displayed while the connection is unavailable because it is the last status Mobile Link received
• If the generator remains disconnected, Mobile Link will eventually change the connection status to Offline. This can take up to approximately 48 hours after communication is lost

For customers who require more resilient outage monitoring without depending on the home's Wi-Fi router, consider upgrading to the Generac Connectivity Cellular Accessory. Cellular connectivity uses carrier networks rather than relying on the home's Wi-Fi router.

Cellular devices

If a generator uses a 4G LTE device or Connectivity Cellular Accessory and Mobile Link does not receive status updates during an outage, cellular communication may be unavailable because of poor signal, a carrier interruption, or another connectivity issue. Mobile Link cannot receive an updated generator status until cellular communication is restored.

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 customers who want to add connectivity or are experiencing ongoing connection issues. The accessory uses multiple carrier networks to provide greater coverage. Basic and Premium Mobile Link plans are available for this device.

Uninstall and reinstall the Mobile Link app

Reinstall the Mobile Link app if either of these conditions occurs:

• Mobile Link indicates that the generator is connected, but status history does not update or does not match the generator controller
• Generator information is current on the Mobile Link website but not in the Mobile Link app

Use the following resources to remove and reinstall the Mobile Link app:

• How to uninstall the Mobile Link app
• How do I download the Mobile Link app to my iPhone or Android device?

On an Android device, clearing the Mobile Link cache may also refresh stored app data and resolve an app-only status issue. See How to clear Mobile Link cookies and cache.