Mobile Link status does not match generator status

The status shown in the Mobile Link app does not match the status indicated by the generator controller or generator LED indicator.

Environment

This article applies to Generac air-cooled and liquid-cooled home standby generators that have been set up with Mobile Link (Wi-Fi or Cellular connection).

This article does not cover status update issues that may happen during an outage scenario. If you are in an outage, see this article instead.

Note: 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.

Troubleshooting

Generator status shows connected, but status is not updating in the 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 recommend uninstalling and reinstalling 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 device, we also recommend clearing the cache. The token used to access Mobile Link may be out of date, and this action will refresh it.

Inconsistent connection from Wi-Fi or Cellular

• Onboard Wi-Fi will display an offline status in Mobile Link after 3 hours of no communication.
• LTE and Wi-Fi/Ethernet will display an offline status in Mobile Link after 27 hours of no communication.
• Connectivity Cellular Accessory these devices communicate more in the moment versus standard check in times.  They switch from online to offline as needed based on communication.

Note: After 48 hours of no communication, a no-signal alert will be triggered if the alert has been enabled.

Wrong device registered

The wrong MAC address or device serial number was used when enrolling a generator in the app. This is far less common. The mistaken generator must be unenrolled in Mobile Link first: How Do I Remove a Generator From My Mobile Link account?

Confirm the appropriate MAC address or device serial number was registered. See the Where Is the Serial Number Located on My Mobile Link Device? article for physical locations of the MAC address or Mobile Link serial numbers.