On the generator's details page, a date and time stamp are mentioned under the current status. This is the instance we last heard from the generator.
Ideally, we should hear from a generator every 15 minutes, for WIFI generators. For Ethernet Devices and LTE Devices, communicate every 24 hours with our Fleet Service.
If the unit has been offline (showing disconnected) for more than 3 hours on WIFI devices and 27 hours on LTE devices, it may require customer intervention at the generator.
We recommend checking your disconnected generators group regularly in case the consumer hasn't noticed. You can direct them to our customer support team if they are unsure how to resolve their disconnected issue. We are always happy to help.