Connectivity WIFI and LTE Help – Mobile Link Fleet

WIFI

Network Compatibility

Determine the router name and model number

Google router name and model number to determine types of potential signal band options:

Single band: 2.4 GHz
Dual band: 2.4 GHz, and 5.0 GHz

Mesh Networks/Dual Band will need to have a dedicated 2.4 Ghz network set up

Other band types: 5.4, 5.8, and 6.0

Router device limit

Many routers have a connected device limit. This can be looked up either on the internet or in router documentation

Customer may also need to call internet provider

Determine router configuration

Check Wireless Protocol Numbers

802.11B - Good

802.11G - Good
802.11N - Good
A consumer network device should have its 802.11 capabilities printed on a label located on the device, or packaging (it can also be in your router’s owner manual).

Check Security settings

WPA - Good

WPA 2 - Good
WPA 3

Connectivity will not work with this high of a security setting
Enter router settings and lower to WPA or WPA 2 security

Problem Cases

No Wi-Fi or setup Wi-Fi option shown

Wi-Fi/Ethernet Device installed

Controller showing WI-FI

Set to AP never goes away.

Hard Reset on Gen and Controller

Controller display searching instead of set to AP

Up arrow one time to “Redo WiFi Setup?” > Enter > Select “Yes” with Arrow keys > Enter

Controller error messages

No WIFI module Found

Not Plugged in or bad wiring – remove side panel verify plug seating

Wrong Password Displayed

You entered the wrong password
Very Weak Signal

Setup Failed – Retry Displayed

Connection timing out, likely due to signal strength.

No/Bad SSID displayed

Likely router issue, recommend power cycling router.

Illegal SSID

Special Characters in SSID

-or-

SSID too long

Says ready to run and not connected

Start over

Really long wait to connect/never connects

Weak signal strength – Buy Extender

Weak signal displayed in app

Weak signal strength – Buy Extender

Weak signal displayed after connection

Weak signal strength – Buy Extender

LTE

Power Light only:

If you are seeing power light only. Verify that the generator itself is compatible
1. Help here: https://fleetsupport.mobilelinkgen.com/hc/en-us/articles/4883917709453-4G-and-WIFI-Ethernet-Compatibility-Guide-
If you have confirmed the generator is in fact compatible, power cycle the device 1 time. If no additional lights come on, replace device
If this is a liquid cooled generator, please verify that you used the proper harness (the harness that comes in the kit is for AC gens only. They need an LC extension harness, part # G0064780)

*Note: there are many reasons as to why it will fail on power light only

Cellular light:

This light can flash, this means the signal is mediocre. You can try to eliminate signal blockers and adjust/tilt antenna towards the closest tower if you are familiar with where it is

Controller Light:

*This light should always be solid.

If this light is flashing or off there is an indication there is a problem

Check harness for visual inspection. Does it look ok?
Check pins in harness and make sure they are good and secured
If no change after plugging harness back in attempt a harness replacement first
Still an issue it is potentially the port 1 on the controller or the controller itself.
1. In rare scenarios it can be the LTE that is the root cause

“Disco Dancing” Lights:

If you are seeing the power light solid and the rest are essentially rotating on and off we call this “disco dancing”. This is an indication of a device failure. In some cases power cycling it will fix it temporarily however it is bound to still experience issues if it works for a short period after that. Please replace the device.

Server Light:

Should always be solid

If blinking, likely server-side issues

What does it mean if:

All the LEDs are off

This is an indication that there is no power to the Mobile Link Device. Resolutions to this issue may include:

Inspect wire harness connections:

Evolution 2.0 controller: Mobile Link cellular unit receives power directly from the controller.
Non-Evolution 2.0 controllers: Mobile Link cellular unit receives power from battery connections.
Inspect thermal safety device (fuse, in-line circuit breaker, or thermal coupler) in harness.
Verify harness is correctly connected to the battery.

Reset connector to Mobile Link cellular unit.

The power LED is off

This is an indication that there is no power to the Mobile Link Device. Resolutions to this issue may include:

Inspect wire harness connections:

Evolution 2.0 controller: Mobile Link cellular unit receives power directly from the controller.
Non-Evolution 2.0 controllers: Mobile Link cellular unit receives power from battery connections.
Inspect thermal safety device (fuse, in-line circuit breaker, or thermal coupler) in harness.
Verify harness is correctly connected to the battery.
Reset connector to Mobile Link cellular unit.

The power LED is flashing or flickering

This is typically an indication of a loose power connection to the Mobile Link Device. Resolutions to this issue may include:

Verify harness is correctly connected to the battery or generator controller (Evolution 2.0 controllers only.)
Reset connector to Mobile Link cellular unit.

The cellular LED is flashing or off

This typically signals a variable or weak connection to a cellular network signal. Resolutions to this issue may include:

Reset connector at generator controller and Mobile Link cellular unit. Verify external antenna is attached tightly to the Mobile Link cellular unit.
Verify external antenna is attached tightly to the Mobile Link cellular unit. Replace cable.
Wait for the situation to resolve itself. LED should stop flashing within 10 minutes. If not:

Purchase an extender antenna
Contact Customer Support

Note: Cellular coverage may be intermittent. Verify Verizon's cellular coverage strength by trying to make a phone call from a Verizon-supported mobile phone near the Mobile Link cellular unit, or contact Verizon directly.

The connection to the controller LED is off

This is an indication that the Mobile Link cellular unit is either not connected to the generator's controller or has a poor connection to the generator's controller. Resolutions to this issue may include:

Reset Mobile Link cellular unit wire harness to generator controller.

Verify harness connections between Mobile Link cellular unit and generator controller are correct.
Wait a few moments. Upon initial startup, Mobile Link will not attempt to communicate with controller for approximately 15 seconds.
Inspect wire harness and battery connections (if applicable); tighten if necessary.

The connection to the controller LED is flashing

This is typically an indication that the mobile link device has not been able to determine the type of control panel it is attached to, and as a result, cannot properly decipher the information that is communicated. Resolutions to this issue may include:

Verify controller is compatible with the Mobile Link cellular unit. (Pre-Nexus, Nexus, Evolution 1.0, and Evolution 2.0)
Verify all harness connections between the Mobile Link cellular unit and generator controller are correct and tight.

Note: The light will turn solid when communications are established.

The server connection LED is off

This LED sequence can indicate a few scenarios. This can mean that the Mobile Link cellular unit is not connected to the Mobile Link servers, the controller is not a supported control panel, or the Mobile Link cellular unit is currently in “Suspended” mode. Resolutions to this issue may include:

If the Mobile Link cellular unit is not connected to the Mobile Link server: The Mobile Link Service may be down. It may self-correct, and it is likely worth waiting a few hours for server response or contact Mobile Link Customer Support at 1-855-436-8439 (US) or 1-844-843-9436 (CAN).
If the Device is attached to an unsupported control panel: Verify control panel is Pre-Nexus, Nexus, Evolution 1.0, or Evolution 2.0 as the device is only supported on these controller types.
If it is suspected that the Mobile Link cellular unit is in “Suspended” mode: Contact Mobile Link Customer Service for assistance: (US) 1-855-436-8439
(CAN) 1-844-843-9436

The server connection LED is flashing

This is an indication that the Mobile Link cellular unit is connected to Mobile Link servers, but the connection is not verified. Resolutions to this issue may include:

Typically, the server connection pending. Wait for the server's response. The connection process may last as long as 10 minutes.

Related articles