Generator notifications not received in Mobile Link

Mobile Link subscribers can control how and when generator notifications are sent. Missed notifications are commonly related to notification settings, subscription level, mobile device permissions, or communication from the generator to Mobile Link.

Environment

This issue applies to Generac home standby generators that are linked to a Mobile Link account. Some notification types require a Premium Mobile Link subscription. For a comparison of features available in each plan, see What are the available Mobile Link subscription plans?.

Troubleshooting

Verify that notification preferences are configured as desired, then work through the checks below.

1. Check the spam folder: Locate the email marked as spam, mark it as “Not spam,” and add noreply@MobileLinkGen.com to the safe senders list and/or contacts. If the email cannot be located, work with the email provider for assistance. If the email address used to sign in is no longer accessible or should be replaced, see How can I manage and update my Mobile Link account information?.
2. Check the subscription: Confirm the plan allows the notification types expected. Immediate notifications are available only with paid subscriptions. See What are the available Mobile Link subscription plans?.
3. Set up notifications in the app: Make sure email, text, and/or push notifications are turned on in the Mobile Link account. See How do I set up notifications in Mobile Link?. To send the same email or text notifications to a spouse, family member, or another person without changing the account login, see How do I add additional contacts onto my Mobile Link account?. If notifications are not displaying correctly, turn all notification types off, save the changes, then turn them back on and save again.
4. Allow notifications on the mobile device: Ensure the mobile device allows Mobile Link to send notifications. See Allowing Mobile Link location and notifications permissions in Android and iOS.
5. Android only: Disable the system setting Remove permissions if app is unused for the Mobile Link app.
   
6. Finish creating the account: Ensure Mobile Link account setup is complete. See How do I set up a Mobile Link account and enroll devices for monitoring?.
7. Resume paused texts: If text messages are not being received, send unstop via SMS to 1-877-590-6565.
   • Some phones hide messages from unknown phone numbers. Add 1-877-590-6565 to your contacts so Mobile Link text messages are not hidden or filtered. 
   • Note: To confirm that you have re-enabled messages after sending unstop: Run the generator in MANUAL for 1-2 minutes, then set it to OFF, then AUTO. If you now get alerts, issue has been resolved. If the issue persists, your stop message may have gone to a secondary phone number for Mobile Link.
   • Repeat the process by sending unstop to 1-866-936-6565. Once completed, attempt again to run the generator to see if alerts now come through.
8. Confirm network signal: Status messages require a sufficient network connection between the Mobile Link device and the home network. Check signal strength and address weak-signal issues using these guides:
   • How do I check the signal my Mobile Link device is seeing?
   • What is a strong Wi-Fi signal percentage for my generator?
   • What should I do if I have weak signal strength?
9. Update the phone software: Outdated phone software can cause issues with apps and notifications. Check whether the phone is eligible for a software update and complete the update if one is available.
10. Confirm internet service is active: Make sure the modem/router is online and that the Wi-Fi or cellular signal is strong enough for continuous communication. Mobile Link requires an adequate, continuous signal to communicate with the generator and the Mobile Link app. If signal quality or internet connectivity is intermittent, status updates and notifications may be delayed or missed.

Why am I not receiving notifications during an outage?

If the generator uses a Wi-Fi Mobile Link device, Mobile Link depends on the home internet service and router staying online during the outage. If either is unavailable, the generator status may not be transmitted, so status history and notifications may be missing for that period.

1. Ensure the Mobile Link device has adequate signal. For Wi-Fi, a signal of 30% or higher is recommended.
2. Verify the internet connection is available during the outage, such as by using a battery-backed modem/router or cellular connectivity.

Note: Mobile Link communicates with the router frequently. If the internet connection is lost, the generator may continue to show “online” or “Ready to Run” until there has been no communication for 3 consecutive hours. After that, the generator will show as offline.

Does Mobile Link send a notification when utility power is restored?

Mobile Link can send a Ready to Run notification after utility power is restored when notifications are enabled and the account has a paid subscription that supports immediate notifications. Delivery also depends on the Mobile Link device successfully communicating the utility-loss event and the later return-to-ready status. If the router or internet connection was offline during the outage, the notification may be delayed or missed.

How to determine if utility power has been restored

1. Check Mobile Link first: Review the current generator status and status history. If utility power has returned and the generator has transferred back to standby, Mobile Link may show a Ready to Run status. For more information, see How to view generator status history in Mobile Link.
   • During an outage, status updates and notifications can be delayed due to internet reliability, speed, and router availability.
2. Check for power in the home: Use an appliance or a light switch on a utility-powered circuit to determine whether power is present.
3. Listen for generator operation: If the generator has stopped running and power is present in the home, utility power has likely returned and the generator has returned to standby mode.
4. Check the generator status lights: On compatible home standby generators, a solid green LED generally indicates the generator is ready to run or in standby mode. A flashing green LED indicates the generator is running under load during a utility outage. For more information, see home standby generator LED status lights.
5. Check for controller or Mobile Link status codes: If an alarm, warning, or status code is present, review the code and follow the recommended action. For more information, see generator error and alarm codes.
6. Confirm power transferred correctly: If the generator is running but the home does not have power, or if power did not transfer as expected, see home standby generator power transfer issues.

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