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Troubleshooting
If you have any problems, have a look at the following troubleshooting topics. If you are not able to fix the
problem, contact an appropriate care professional. Do not try to open the device.
General Issues
Problem/possible cause
Air is leaking from around my mask
Mask may be fitted incorrectly.
I am getting a dry or blocked nose
Humidity level may be set too low.
I am getting droplets of water on my nose, in the mask and air tubing
Humidity level may be set too high.
Tube temperature may be too low.
My mouth is very dry and uncomfortable
Air may be escaping through your mouth.
There is too much air flowing through my mask
Ramp may be turned off
There is not enough air flowing into my mask
Ramp may be in progress
Ramp start pressure may be too low
My screen is black
Power may not be connected.
I have stopped therapy but the device is still blowing air
Device is cooling down
My humidifier tub/side cover is leaking
Humidifier tub may not be assembled correctly.
Side cover may not be inserted correctly.
Humidifier tub/side cover may be damaged or cracked.
I am not getting enough air/oxygen flow is disrupted
Tubing or humidifier tub may be blocked
My therapy data has not been sent to an appropriate care professional/prescription settings have not been applied to
my device
Wireless coverage may be poor/The no wireless
connection icon
is displayed on the top right of the
screen.
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Solution
Make sure your mask is fitted correctly. See your mask user guide for
fitting instructions, run the mask fit function or refer to the Mask Fit
video in the myAir app.
Increase the Humidity Level.
Decrease the Humidity Level.
Increase the Tube Temperature.
You may need a chin strap to keep your mouth closed or a full face
mask.
Try the Ramp Time option. This is found under MY OPTIONS menu
Wait for the air pressure to build up to turn Ramp Time off
Increase the Ramp start pressure
Connect the AC adaptor and make sure the plug is fully inserted.
Device blows a small amount of air in order to avoid condensation in
the air tubing. It will stop automatically after 30 minutes.
Check for damage and reassemble the humidifier tub correctly.
Check the side cover to ensure it has been inserted correctly. It should
click in place.
Contact an appropriate care professional for a replacement.
Check air tubing for any blockages. Remove and reassemble the
humidifier tub correctly.
Make sure that the device is placed where there is coverage (ie, on
your bedside table, not in a drawer or on the floor).
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