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FAQ and troubleshooting - Device

Our troubleshooting section has been designed to make it as easy as possible for you to find the solution to your questions.

Are CPAP devices noisy?

The latest models are almost completely silent. However, we suggest that you perform the maintenance of the filters as recommended by the supplier, which will keep your device silent for longer.

If you have an older device, you could contact your insurance company to find out if you are eligible to purchase a newer model. Insurance companies generally cover the purchase of one mask per year and the purchase of a CPAP device every five years.

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.

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.

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.

Why is there condensation in my mask and/or ventilation circuit?

Excess condensation can form in your mask or breathing circuit when the ambient temperature is low. To prevent condensation from forming, you can adjust the humidity settings knob to a lower value. You may also need to adjust the humidifier’s setting when going from one season to another. Using a breathing circuit cover can also help reduce the effects of condensation. Most CPAP devices now have heated hoses allowing you to adjust the temperature of your tubing and prevent condensation in the breathing circuit.

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.