Troubleshooting

If you experience any problems, refer to the troubleshooting topics below. If you are unable to resolve the problem, contact your care provider or ResMed.

Do not try to open the device.

General troubleshooting

Problem / possible cause	Solution
Air is leaking from around my mask Mask may be fitted incorrectly.	Make sure your mask is fitted correctly. See your mask user guide for fitting instructions or use the Mask Fit function to check your mask fit and seal.
I am getting a dry or blocked nose Humidity level may be set too low.	Adjust the Humidity Level. If you have ClimateLineAir heated air tubing, see the ClimateLineAir user guide.
I am getting droplets of water on my nose, in the mask, and in the air tubing Humidity level may be set too high.	Adjust the Humidity Level. If you have ClimateLineAir heated air tubing, see the ClimateLineAir user guide.
My mouth is very dry and uncomfortable Air may be escaping through your mouth.	Increase the Humidity Level. You may need a chin strap to keep your mouth closed or a full face mask.
Air pressure in my mask seems too high Ramp may be turned off.	Use the Ramp Time option.
Air pressure in my mask seems too low Ramp may be in progress.	Wait for air pressure to build up or turn Ramp Time off.
My screen is black Backlight may have turned off. Power may not be connected.	Press Home or the dial to turn the screen back on. Connect the power supply and make sure the plug is fully inserted.
I have stopped therapy, but the device is still blowing air Device is cooling down.	The device blows a small amount of air to avoid condensation in the tubing. It will stop automatically after 30 minutes.
My humidifier is leaking Humidifier may not be assembled correctly. Humidifier may be damaged or cracked.	Check for damage and reassemble the humidifier correctly. Contact your care provider for a replacement.
My therapy data has not been sent to my care provider Wireless coverage may be poor. Device may be in Airplane Mode. Data transfer may not be enabled.	Make sure the device is placed where there is wireless coverage (e.g. on a bedside table, not in a drawer or on the floor). If instructed, send the SD card to your care provider. Turn off Airplane Mode (see Travelling by plane). Talk to your care provider about your settings.
My screen and buttons are flashing Software upgrade is in progress.	The software upgrade takes approximately 10 minutes to complete.

Device messages

Device message / possible cause	Solution
High leak detected, check your water tub, tub seal or side cover Humidifier may not be inserted properly. Humidifier seal may not be inserted properly.	Make sure the humidifier is correctly inserted. Open the humidifier and make sure the seal is correctly inserted.
High leak detected, connect your tubing Air tubing may not be connected properly. Mask may be fitted incorrectly.	Make sure the air tubing is firmly connected at both ends. Make sure your mask is fitted correctly. See your mask user guide or use the Mask Fit function to check your mask fit and seal.
Tubing blocked, check your tubing Air tubing may be blocked.	Check the air tubing and remove any blockages. Press the dial to clear the message, then press Start/Stop to restart the device.
SD card error, remove your card and press Start to begin therapy SD card may not be inserted correctly.	Remove and reinsert the SD card.
Read only card, please remove, unlock and re-insert SD card SD card switch may be in the lock (read-only) position.	Move the switch on the SD card from the lock position 🔒 to the unlock position 🔓, then re-insert the SD card.
System fault, refer to user guide, Error 004 Device may have been left in a hot environment. Air filter may be blocked. Air tubing may be blocked. There may be water in the air tubing.	Allow the device to cool before re-use. Disconnect the power supply and reconnect it to restart the device. Check the air filter and replace it if blocked. Check the air tubing and remove any blockages. Empty any water from the air tubing.
All other error messages (e.g. System fault, Error 0XX) An unrecoverable error has occurred on the device.	Contact your care provider. Do not open the device.

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