hello, genman.
based on your statement above.. you are working with "brush-type ac generator" where the field exciter terminals are connected to the two brushes riding on the two slip rings of the rotor field-winding, if this is the case.. measure or test the terminal dc voltage on the brushes, make sure you really have the 12v supply.. if you really supplied it correctly you had a problem on the rotor field-winding, test the winding for possible shorts, open winding, grounds, etc provided that the rated field excitation in your generator is 12v otherwise the unit set no voltage or undervoltage could be set. in addition to, could you give me the number of "leads out" of your generator, the nameplate rating, directly or indirectly coupled?, the brand name or the manufacturer.
if your unit is brushless type where it has a rotary exciter, it would then a different case.
regards..
fbjavier