Troubleshooting

Data

Q. My therapy data has not been sent to my care provider.

A. There are a few of reasons why your data may not be transmitting to your care provider:

   • Your device may be in Airplane Mode which will disable wireless transmission to AirView™. Ensure Airplane Mode is turned off.   

   • You may be experiencing poor cellular coverage on your device which is preventing the data being transferred wirelessly. Check the wireless signal strength to see if you have coverage. The wireless signal strength icon indicates good coverage when all bars are displayed and poor coverage when fewer bars are displayed. If the wireless coverage is poor, make sure your device is placed where there is coverage ie, on a bedside table.

Q. I can't find myAir™ in the app store.

A. myAir™ is not available in the app store. It is accessible via any web-enabled smart phone, tablet or PC. Find out more about myAir here.

Device

Q. I have stopped therapy, but my device is still blowing air.

A. After therapy has stopped, your device will blow a small amount of air to avoid condensation in the machine and air tube. This will stop automatically after 20 minutes.

Air pressure

Q. The air pressure seems too high.

A. If the air pressure feels too high when you start therapy, it might help to select the device’s AutoRamp™ setting. This will allow it to deliver a low start pressure to help you fall asleep with ease. Then, using its sleep onset detection capability, it will comfortably start ramping up to your prescribed pressure the moment it detects you’ve fallen asleep – giving you the therapy you need, the moment you need it.

It may also help to enable expiratory pressure relief (EPR™). EPR gently lowers the pressure delivered to you when you exhale – making it easier to breathe out against the air pressure.

Q. The air pressure seems too low.

A. Ramp may be in progress. Wait for the air pressure to build up, or turn the Ramp feature off.

Humidification

Q. I am getting droplets of water on my nose, in the mask and air tubing.

A. When used with the ClimateLineAir™ heated tube, the AirSense™ 10 and AirCurve™ 10 devices are pre-set to automatically deliver the optimal temperature and humidity thanks to Climate Control Auto. If you are using a ClimateLineAir heated tube and still having problems with condensation, enable Climate Control Manual and increase the tube temperature. If the air temperature becomes too warm and condensation continues, try decreasing the humidity. Refer to your user guide for more information.

Q. I am getting a dry or blocked nose.

A. When used with the ClimateLineAir™ heated tube, the AirSense™ 10 and AirCurve™ 10 devices are pre-set to automatically deliver the optimal temperature and humidity thanks to Climate Control Auto. If you are using a ClimateLineAir heated tube and still experiencing uncomfortable side effects, enable Climate Control Manual and increase the humidity. If the air becomes too humid and you get condensation, try increasing the temperature. Refer to your user guide for more information.

Q. My mouth is very dry and uncomfortable after therapy.

A. Air may be escaping through your mouth while you sleep. If you are using a nasal mask, or nasal pillows, you may need a chin strap to keep your mouth closed, or a full face mask to cover your nose and mouth.