User manuals not displaying in Mobile Link

The Mobile Link app and website offer quick access to the product manuals that specifically relate to the generator enrolled in the Mobile Link account. This feature uses your serial number to query the Product Lookup Tool Database and load PDF documents in Mobile Link.

Environment

This article applies to the Mobile Link Mobile app or Mobile Link Web app (app.mobilelinkgen.com). This issue occurs when attempting to use the Manuals feature for a linked generator in Mobile Link.

Documents may not appear quickly or at all for a few reasons:

 

• Verify your generator is linked to your Mobile Link account: This feature uses your serial number to query the product document database. This requires registering your generator to your Mobile Link account using information that includes your serial number. See: How do I add a new generator to my Mobile Link account?
• Large file sizes: These product manuals are provided as PDF documents which can be 10-20 MB in size. As a result, it may take slightly longer than expected for these manuals to load in the application. During this loading time, a message will appear stating "Please Wait" with a spinning icon to indicate it is loading. If you're on a cellular data connection, check the connection quality (bars) or connect to a Wi-Fi network if available. If the spinning icon persists following several minutes, verify manuals are provided by Generac for your specific model by entering your serial number in the Online Product Look-up tool on Generac.com: Generac Online Product Look-up Tool
• The documents are not available through the product lookup tool: Not all documents are available through the product lookup tool. If product manuals are unavailable through the Generac Online Product Look-up Tool, Mobile Link will be unable to show the manuals as they are currently not provided by Generac.  Contact the Generac Customer Support team to determine when and if manuals will be made available for your specific model. Verify you are typing the correct serial or model number into the search. If you are certain that you're typing the info correctly and not seeing results, please submit feedback to us using the contact us form: Contact Customer Support | Generac. In the contact page please ensure the generators serial number and model number have been included.