Check the fit of your mask. To ensure a proper fit, lie down in bed, place the mask on your face and turn on the device. It is important to adjust the mask straps without overtightening them.
Check the mask assembly. If leaks have occurred after the weekly service, it is likely that your mask is not properly assembled. Refer to the appropriate video in the Masks section.
The use of improper cleaning agents (e.g., bleach, alcohol, strong detergents, etc.) and normal wear and tear can affect the condition of the material and cause leaks.
Refer to the Maintenance section of your mask model for more information.
What should I do if I get an error code on my machine?
Unplug the unit from the wall outlet.
Make sure all power cord connections are securely plugged in (at the back of your unit, at the power supply and at the wall outlet).
Wait five minutes, then reconnect and restart the unit.
If the error message persists, contact your respiratory therapist by email/chat or Customer Service.
Depending on the error message, it is possible that an appointment for verification at one of our points of service or by teleconsultation may be necessary.
Why is there no water left in my humidifier in the morning?
Here are some factors that can cause this phenomenon:
High air leakage
Use of more than 8 hours per night.
Low humidity in the ambient air.
High air leakage is the most common reason, so it is important to ensure that your mask is properly assembled and fits tightly. High leakage can also be caused if your mouth unconsciously opens while you sleep. If this is the case, the use of a chin strap or face mask may be considered.
If your nights are longer than average (more than 8 hours) and you are running low on water, consider lowering the humidity level provided by your humidifier via the settings. This will "save" water and allow you to have water for a longer period of time.
Note that there is no danger to you or the unit if the humidifier chamber empties completely. However, it can cause dryness in the nose or mouth when you wake up.
Why did my machine not use any water?
Several factors can explain this situation:
Usage time. If your nights of sleep are shorter than usual, it's normal for water usage to be decreased.
The level of humidity in the air. In general, the humidity level in the air is higher in the summer and lower in the winter. This explains why the amount of water used is often greater during the cold season.
Humidifier settings. If your humidity settings are low or the humidifier is turned off, less water will evaporate.
If you are unsure of your humidifier's operation, run your unit for a few minutes and then remove the humidifier chamber. Move your hand close to the hot plate, but avoid touching it directly to avoid burns. If the plate is hot, the humidifier is working. If it is completely cool, check the settings or contact us via chat or customer service.
Why is there condensation in the tubing or the mask?
Since the unit is equipped with a heated humidifier, the air circulating in the tubing is warm and humid. If the difference in temperature between the ambient air and the air inside the tubing is great (e.g. when you sleep with the windows open or if the air conditioning is set to less than 19 degrees Celsius), it is possible that condensation forms inside the circuit.
To eliminate this problem, you can
increase the temperature of your heating tube and/or decrease the humidity level in the settings of your unit
increase the temperature of the room where you sleep
make sure you do not exceed the maximum level when filling the humidifier chamber. This could cause water to spill into the tubing.
install an insulating cover around the tubing (especially if you are using a non-heating tubing)
Is it normal if the heating plate is cold in the morning?
Using sensors, your unit generates humidity based on the ambient conditions of your environment such as temperature and humidity.
It is therefore normal for your water consumption to vary, especially during seasonal changes. Like a thermostat, the hot plate increases the temperature of the water when necessary, but it does not heat continuously if it is not needed.
Therefore, the hotplate may be cold in the morning, even though it may have been working properly overnight.
Do not hesitate to increase your humidity level if you feel dry mouth and/or nose.
Why doesn't the automatic start or stop option work?
When the automatic start/stop option (SmartStart on Resmed devices) is on, the device starts/stops automatically when your breathing is detected. This feature may not work well if:
you are using a nasal or nostril mask with a pressure of 7 cmH2O or less.
your breathing is not deep enough to be detected by the device's flow sensor.
there are excessive air leaks in the breathing circuit.
Make sure the tubing is connected to your device and mask and that the mask is securely in place on your face.
Note that the automatic start/stop option is not available on Fisher & Paykel devices (Sleepstyle, Icon).
Why does my machine shut off during the night?
If the "auto start/stop" feature is enabled (available on Resmed and Philips Respironics devices), the device may stop if it detects that you are no longer wearing your mask. This could be caused by excessive air leaks. If this is the case, attempt to decrease the air leak by enabling the mask fit and disabling the auto start/stop feature.
Look at the device's display for an error message that may help you understand why the device has shut down.
Check that the electrical connections to the unit are securely plugged in.
If the unit is connected in a power bar, plug it directly into a wall outlet instead.
Why is my machine making more noise than usual?
Here are some reasons why your unit may be louder than usual:
Damaged equipment. Check for cracks, holes or fissures in the tubing, humidifier chamber or cushion of your mask. If so, replace the damaged part(s) as soon as possible.
Condensation in the tubing. Water inside the tubing may cause unusual noises. If this occurs, disconnect the tubing and drain the accumulated water.
Breathing circuit assembly. Make sure the tubing is securely connected to the device and mask, the humidifier cover is securely latched, and the humidifier chamber is pushed in.
Clogged filter. If the filter is not properly maintained and changed, it may cause the turbine that drives the air through the device to be louder.
I wake up with a dry mouth or nasal congestion. Why?
Dryness or congestion in the nose or mouth can be caused by a lack of humidity, by taking medication or by opening the mouth during treatment with a CPAP device.
For instructions on how to change the humidity, refer to the "Humidity Adjustment" section of your device.
If the problem persists despite the change, you should consult your respiratory therapist, to check if you open your mouth during the night and to see the different solutions to correct this problem.
If you are taking a medication that can cause dry mouth and the problem is causing you a lot of discomfort, consult your doctor, pharmacist or dentist to help you find an appropriate solution.
Pourquoi est-ce que j’ouvre la bouche fréquemment pendant la nuit?
This problem frequently occurs at the beginning of treatment and often resolves itself after a few weeks of use.
If possible, try to sleep on your sides rather than on your back and use a pillow that is well adapted to your body (not too big!).
On the other hand, this phenomenon can also be the result of a high nasal resistance or a lack of humidity. In both cases, you must increase the humidity provided by the device in order to facilitate air circulation in the upper respiratory tract.
If the problem persists, it is important to consult your respiratory therapist to confirm that you are opening your mouth properly during the night. You will also be able to discuss different solutions to correct this problem with your therapist.
Why do I have a headache in the morning?
This problem is often caused by a lack of moisture or when the mask straps are too tight.
Make sure your mask fit is adequate: not too tight, not too loose. Refer to the video demonstrating the fit in the Mask section if needed.
To increase the humidity level provided by your device, refer to the humidity adjustment section for your device.
The air pressure is too high during the night and wakes me up. What should I do?
The air pressure delivered by your device usually increases during sleep to properly treat your apnea.
When this happens, you can restart your device to adjust to the initial pressure. This allows you to return to sleep more comfortably.
Note that in some cases, it is possible to directly reactivate the ramp without having to restart the device.
For more information, please refer to the "How to activate the ramp" section of your device.
How do I adjust the air temperature in my mask?
Most machines feature a humidifier and heated tubing. If you find the air too warm, you can reduce the temperature in the tubing, depending on the model of your machine. However, you should not turn it down too low as this could reduce the humidity, compromising your comfort and the efficacy of your treatment.
How can I avoid redness or small pimples on my face where the mask sits?
It is important to have the proper fitting technique and to follow a regular maintenance schedule for the mask and other components.
Avoid over-tightening the mask straps as the pressure of the cushion on the facial skin can cause redness.
Clean the mask cushion daily with a mild soap or a wet wipe designed for this purpose. If you have sensitive skin, we recommend that you clean your mask with the same soap you use to wash your face and avoid scented products.
It is not recommended that you apply cream to your face just before using your mask, unless you use a cream specifically designed for this purpose.
If you follow the maintenance rules and the redness persists, consult your respiratory therapist to find the appropriate solution.
Why does the amount of water used in my humidifier vary?
Several factors can explain this situation: the duration of use, the ambient temperature and relative humidity of the room, air leaks from the mask or through the mouth.
Since the humidity level is higher in the summer, it is normal to consume less water than in the winter when the air is drier.
How often should I replace my mask and accessories?
Even with regular maintenance, the silicone and harness of your mask break down and lose their shape, which leads to a greater build-up of bacteria and the risk of air leaks. For reasons of hygiene, comfort and optimal treatment, manufacturers recommend renewing your mask and accessories once a year. Most insurance companies cover the cost of renewing accessories at this interval.