FAQ / Troubleshooting

CPAP Machines

Machine is not turning on

Unplug all parts of the power cable, from the wall, the back of the machine and the power block in the middle of the cable.

  • Leave this all unplugged for about 10 minutes before plugging them all back together and the machine should power on.

Try a different plug, one that is not on a switch or plugged into a power strip/surge protector.

  • Check for green light on the power block if the light is on but the machine is not powering on an appointment will need to be scheduled
  • If the light is not on the plug is not active or the block is not receiving power

Machine is turning off after a moment of running.

There may be water in the machine you may try to drain the machine

  • Step 1: Take the water chamber out completely and stand the machine up on the side where the water chamber would sit
  • Step 2: Let it sit like that for about an hour, then try to power on the machine with all tubing and chamber attached.

Machine is using too much or all of the water.

This is usually an issue with the mask leaking, (Airsense 11) on the home screen select the “More” and find “Mask Fit” then put your mask on and push the start button, the machine will give a check mark if a good mask fit or red X if the mask fit is bad.

  • You will want to adjust the velcro for all straps so that the cushion is snug against the face (being too tight will also cause leakage).

Machine is making unusual noises.

  • Some abnormal noises may include grinding, whining or a rushing of air loss
  • The machine should run quietly but things like mask leakage, parts not properly connected all the way or incorrectly can cause noises when running the machine. Please make sure the tubing and mask are attached securely and that the water tank is pushed all the way in.

If issues persist, we can take a look at the machine, you will need to call us at 815-766-3455 and schedule an appointment to have it evaluated.

Replacement Machines

Your insurance policy does require you to use the new PAP device in order for them to pay towards the rental and purchase of the machine. Please make sure you are using the new device as your primary device, to prevent issues with billing.

Machine warranty

All new machines come with a 2-year warranty starting when your receive the machine. During this time, if your machine needs to be serviced, we will evaluate it and send it in for repair if needed at no cost for covered issues. Damage from water or internal contamination may not be covered. After 2 years, repairs are still available but you may be responsible for the cost.

You may be given a loaner machine if needed during your appointment, If your machine is outside of warranty, a $75 monthly fee may apply.