Why am I seeing a Device Conflict Detected alert?

A Device Conflict occurs when a Generac Connectivity Cellular device has been enrolled with a generator that does not match the serial number that the device is reporting. This indicates that the enrolled Connectivity device is not physically attached to the generator that it has been enrolled with.

How are Device Conflicts detected?

When a Device Conflict is detected, an alert is created for the affected Generator(s) to bring awareness to the conflict. Fleet users who have immediate notifications enabled for Generator Faults will receive notifications through their preferred delivery methods (email and/or SMS).

On the Generators Dashboard page in Fleet, generators with an active Device Conflict alert will be included in the “Fault” summary count and filters.

On the Generator Details page in Fleet, an active Device Conflict alert will be highlighted in the “Current Status” tile with a status of “Device Conflict” and related information will be provided in the Device information section.

Important Note: Generator Status and Status events will NOT be updated while a Device Conflict is active for an enrolled generator. An active Device Conflict will prevent you from accessing data that is reported through the Connectivity Device. Commands to interact with the generator remotely (in the “Actions” menu) will be also be disabled.

How do I resolve a Device Conflict?

The enrollment information for a generator needs to be corrected to reflect the Connectivity that is physically installed on the generator.

Step 1: Verify the Serial Number of the device that is physically installed on the generator

Step 2: Use the Replace Device button to update the device that is enrolled with the generator

Step 3: You will be prompted to select the Device Type and Device Identifier (serial number) for the device. Use the Submit Replacement button to submit your request

Step 4: If issue is not easily fixable with the above steps.  Please contact Mobile Link support at support@mobilelinkgen.com or call 855-436-8439 for assistance. Please have data tag and device data tag (not the tag on the box) handy when calling in.

Fleet says the Device Identifier is not available

If the device you are attempting to use is installed on another generator in your Fleet, you will need to use the Remove Generator button on the Device Conflict alert, which will remove the generator and the device from Fleet, making it available to be corrected with a new enrollment or the Replace Device option.

If the Device serial number you entered is not available for enrollment, you will be advised that the request cannot be completed when attempting to use the Replace Device or during a new Fleet enrollment. 

What if I don’t see a Replace Device button?  

You will always have the option to use the Remove Generator (unenroll) on a generator in your Fleet when a Device Conflict alert exists for the generator. This will remove the generator from your Fleet and will remove the device from the generator. This allows you to attempt to enroll the generator with the correct device information.

If the Replace Device option is not shown, the system has detected a Device Conflict that will require additional assistance to correct. Please contact Mobile Link support at support@mobilelinkgen.com or call 855-436-8439 for assistance.