ResMed Asia Product Support

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ResMed Asia Product Support

Digital Health & Data

Digital Health & Data

Support information for myAir, myNight, AirView and other ResMed Digital Health Technologies

My CPAP machine doesn't have a 3-digit code. Now what?

How do I download the data from my device?

My therapy data has not been sent to my care provider.

Is my data secure?

How do you protect my privacy?

What information is shared with social media such as Facebook and Twitter?

If I don't live in a covered area, how do I turn off wireless billing and/or get reimbursed?

How does CSR detection work, how do you measure it.

I can't view the pdf in the sleep library?

How do I change my notification preferences or turn notifications on/off?

I have a new/different email address, can I update it/

I haven't received my registration email.

Can I monitor my CPAP therapy to see how I'm doing?

MyAir™

I can't register my device in myAir

How do I order supplies?

Can I use my CPAP with a battery?

How can I travel with my CPAP machine?

How do I clean my mask, tubing and humidifier tub?

How often should I change my filter?

How often should I replace my headgear?

How often should I replace my mask cushion?

How do I clean my air tubing?

Why doesn't my heated tubing feel warm?

What does the flashing snowflake mean?

Do I need to use distilled water in my humidifier?

Why isn't my humidifier working?

My pressure feels lower than it used to. Why?

Why does my machine keep blowing air after I turn it off?

How do I enable SmartStart?

How do I turn airplane mode on?

How do I change my CPAP machine settings?

My CPAP machine displayed an error message. What should I do?

Where can I find my pressure and other machine settings?

Why did I receive an email saying my mask is leaking

I have a beard. How can I get a better mask fit?

Why does my mask leak in front?

When I get up to use the toilet, should I turn my machine off or leave it running?

How do I disassemble my mask?

How many hours should I be sleeping?

Can I talk to someone on the phone for additional help?

What can I do if I'm experiencing adverse effects?

What happens if I miss a night of therapy?

Is my mask making more noise than it should?

I have a cold. Should I keep using my CPAP machine?

Why did I wake up last night feeling like I was getting too little or too much air?

Do I need to manually send my CPAP data?

I changed my email address and now I don't get coaching tips. Why not?

How do I set up myAir to send me coaching tips and cleaning reminders by SMS?

How can I stop receiving email and SMS notifications?

How can I change my email address?

Why can't I sign in?

When I create a myAir account, it says I can't register now. What do I do?

Which browsers are compatible with myAir?

How can I add myAir to my favourites?

How do I use myAir?

Can I add a shortcut to the Home screen of my smart phone/tablet?

How to delete myAir App account.

I can't register my CPAP machine in myAir. What do I do?

What is MyAir?

I can't see information about my type of mask in my Library. Why not?

Can I set up two CPAP machines using the same email address?

My serial number has only 9 digits. Now what?

How do I reset my myAir password?

Why has my session timed out?

How is myAir data protected? Is my data safe?

What is considered a myAir event? Why do myAir events differ? What does the events per hour mean? Is that the times I stop breathing?

What is the red dot / number on myAir app icon? How can I get rid of the red dot from the myAir app icon?

How to change the time zone?

How do I change the language on the myAir mobile app?

How do I change the language on the website?

How do I change my notification settings?

How do I change my notification settings in myAir?

Where can I view my sleep history in myAir?

How do I setup or change my cleaning and inspection reminders?

Can I add my AirMini to myAir?

Why can I not capture the myAir screen on the Android app?

Is there a mobile app for myAir? Is there an iPhone app for myAir? Is there an Android app for myAir? Is there a Windows phone app for myAir? Is there a Blackberry app for myAir?

When I finish therapy, do I have to leave the machine on? When will my machine transmit last night's data?

Who do I notify if I won't be using the CPAP device for a while? I will not be using my machine. Can you stop the non-use notifications?

How do I change my machine in myAir?

How do I change my mask in myAir?

How do I register my S9 machine? Will my S9 machine work with myAir?

Where can I see my previous myAir score?

How is mask on/off calculated?

How is mask seal calculated?

How are usage hours calculated?

Why there is no chart shown in my therapy report (No data available on myAir)?

Will I be able to view the myAir data after I return from overseas?

Where can I see my REM sleep in myAir?

Can I link myAir to other health apps?

Why can't I see myAir data? I have poor or no cellular coverage. How can I see my myAir data?

Why does myAir say I took my mask off twice, when I only took it off once? Does myAir deduct points if I take my mask off to use the bathroom?

Why am I not able to see bars on my mask seal chart?

Does my AirSense machine use WiFi to transmit data?

Can I get a compliance report from myAir? How can I get a detailed report?

How do I access data on my AIR10 device's SD card? Can I get more detailed data than myAir shows from the SD card?

Can I print my myAir sleep report? Can I create a report from myAir?

Patients who sleep through noon (12:00pm) believe they are missing data Why does myAir say I used the machine less than I did?

Just created a myAir account. Where is the historical data? How many days of data are available in myAir? Why can't I see my data from previous sleep sessions? Why can't I see my data past 30 days?

How to change start date of my therapy?

How can I login using Face ID?

How can I monitor two machines using one myAir app?

Can you combine the data from two myAir accounts?

Can I set up two CPAP machines using the same email address? Can I set up one CPAP machines with two different email addresses?

Can patients use myAir™ with their AirStart™ 10 device?

Where can I get myAir?

Results on my dashboard are different than on the device

I'm not seeing past data.

I can't access myAir?

I do not remember the answers to my Security questions. How do I reset these?

I have forgotten my password, how do I reset it?

I am entering my Challenge question answers but it will not accept them. What is wrong?

Why haven't I received a confirmation email?

Can I share my sleep therapy report?

Can I still use myAir when I travel?

When does my machine send my data?

Can I get data that was recorded prior to registration?

How many days of data are available in myAir?

Why can't I see my data from previous sleep sessions?

What happens if I use my CPAP machine in multiple segments (ie, naps)?

I got a new machine and updated my serial number and device number. Why don't I see data?

My score is not available. What can I do?

It says my machine wasn't used last night, but I know I used it.

What does "events per hour" mean?

How does myAir calculate my score?

I forget my password. How do I reset it?

Password not working

The link to activate my account expired. Now what?

How do I find the 3 digit device number to register my machine on MyAir

Why does it say my machine is already registered?

What is my username?

Which CPAP machines work with myAir™?

Where to download MyAir App

Why is MyAir™ data not showing?

See more

AirView

I am a clinical user with no "Data Access Manager" permission. What shall be the Data Access option for a new patient that I create?

Can the Physician Clinical user see the Data Access for a patient?

How do I cancel the Data Access for a patient?

Will the Data Access change be captured in the log files?

For the default "SD card Only" Data Access, is the Remote Assist indefinite?

What happens if the billing plan is expired, will the Remote Assist data keep coming through for Japan?

What is the default Data Access?

What is the definition of Compliance or a Compliant patient?

I have plugged in the ApneaLink device but it is not linked to my patient’s AirView. Why?

How will I be notified if the patient has been accepted by the HME/HCP?

I would like to prescribe the pressure for my patient. How can I do this?

I am unable to add the prescription to the patient. Why?

The "Send Results" button on the prescription page is disabled. Why?

How do I sign my prescription report?

In what order do patients appear in the Referrals dashboard?

Where do I add the BMI information?

When creating a new user, I have allocated which locations are accessible to the physician clinical user but all patients can still be seen in all organization locations. Why?

Can AirMini be used as a Compliance device?

Can I see the humidifier setting for AirMini?

I have a patient in AirView with an Air10 device. The Patient is travelling and is using an AirMini Device. Can the AirMini data be merged with his Air10 patient profile?

I am unable to change the Setting for my AirMini device in AirView. Why?

I am a clinical user. I am unable to change the Data Access option for the patient. Why?

How Do I Change the Data Access Option for the patient?

What is an AutoSet for Her mode? How is it different from the AutoSet mode?

I created a patient during card download, however I can see the patient on the Wireless patients screen too. Why?

What do "Mask (online)" and "Mask (device)" on the AirSense 10 device status log mean?

Where can I find the device number for my AirSense 10 device?

I have added the correct details. However, the status still shows as incomplete. Why?

The “Add Integrator details” button is not visible on the “Create Patients” page. Why?

I would like to check the Prescription report and Diagnostic reports for the patient that was referred to by the physician. How can I do so?

I am unable to see the required Integrator in the dropdown list on the Integrator page. Why?

What does the incomplete status on the “Integrator” page indicate?

I have changed the Data Access Plan for a patient. How do I check the data access plan that the patient was previously on?

When I Inactivate a patient, will the device associated with the patient be removed automatically?

Will the monitoring schedule be automatically activated if I activate one of the Inactivated patients?

I deactivated a patient yesterday in AirView. However today I can see that the patient is active and showing on the "All patients" page.

How do I see the list of Inactivated patients?

Am I able to deactivate my patients?

I have successfully created a location but I am unable to see the new location in the locations list. Why?

When someone puts a comment in the notes section will it be flagged so others will know?

What filtering options are available in AirView?

Why can I no longer see the notes icon on the “All patients” page for my patient?

Is set up date equivalent to start day of therapy?

Can I change my set up date after I have created a patient record?

How do I change the number of patients displayed on my All patients list?

What's the difference between a standard and a detailed diagnostic report?

I have changed my report format to detailed but I am only seeing the standard diagnostic report option, why?

How do I change the default diagnostic report format?

What's the default diagnostic report format?

What do the status icons mean?

The Signed Diagnostic report does not show the correct patient's address. Why?

I am a physician. I am unable to electronically sign the report. Why

Can I download the Diagnostic Data from AirView and import into my PC software?

I am unable to locate a patient in my exported summary report. Why?

Can I filter the diagnostic patients list?

Can I clear my diagnostic patients list?

Can I access my regular therapy patients?

Can I sign the diagnostic report electronically?

How do I generate a diagnostic report?

What are the amplitudes of the signals?

What do the colors of the signals mean?

Why does the oximetry signal clip below 70%?

Without dual effort belts how can I diagnose paradoxical breathing?

Can I see the abdominal effort in this study?

Can I see sleep staging (EEG/EOG) in this study?

The signals are a bit small. Can I adjust the amplitude (height) of the signals?

How do I manually score the data signals?

I want to download my data and have it comply to the AASM 2012 guidelines. How can I select this?

What is the “Total used hours (since last service)” in the Compliance Report?

In the logs>Device Fault section I cannot see any AirMini Logs. Why?

I have used the AirMini device yesterday from 9 pm to 10 pm. However, AirView shows a different usage time. Why?

Will the AirMini device be able to send data directly to AirView wirelessly?

I have subscribed to Action groups. Will patients with AirMini be shown in this groups?

The remote assist page section is missing for AirMini. Why?

What do CSR and RERA mean as shown in the compliance or therapy reports and compliance export file?

Are the detailed data parameters on the graph average or median values?

How can I see leak, pressure and event graphs in the user interface?

How can I tell which days have detailed data available via AirView?

Which signals are available in the Detailed Report?

I am using a compatible S9 device but why can't I generate a detailed report?

What does the colour of the bar graph in the patient chart indicate?

What does the dotted line on the Respiratory graph for iVAPs on the Therapy PDF report represent?

What does the first and second dotted line on the Pressure graph for iVAPs on the Therapy PDF report represent?

How can a user know if changes were made to the therapy/prescription?

Is it possible to filter compliance over a date range?

Where can I find patient therapy information such as AHI, AI etc.

How many days are displayed in the chart in the compliance report?

How do I print a report?

How can I generate a report with custom dates?

Why can't I select the 30-day compliance report option (disabled)?

Why is my Compliance Report showing less than 30 days?

How do I link an ApneaLink Air to an active patient record?

Does AirView support downloading data from ApneaLink Plus?

What is the default recording threshold set on my ApneaLink Air?

How do I download the data into AirView?

What happens if devices are mistakenly swapped and the patient records their study on a wrong device?

How can I access the studies recorded on my ApneaLink Air that are not displayed in AirView?

What happens if I have multiple studies on my ApneaLink Air?

What does "Test complete" mean?

Can physicians do a card download without prior association?

What is the maximum number of days I can download for detailed data using a SD card?

I created a patient during card download, however I can see the patient on the Wireless patients screen too. Why?

Why can't I see the 'Include detailed data' checkbox when performing a card download?

Unable to Download data from SD card using Internet Explorer. Getting an error message “Loading is taking longer than expected. Continue to wait or refresh the page(F5) to try again”

I have no wireless connectivity. Why?

Data has not been received for more than 3 days

From what date is data downloaded to AirView for my patient?

I have installed the latest version of Java but I am still getting a message to upgrade to the latest version of Java. Why?

Why is my card not being read/ detected?

What is the maximum amount of data I can download at one time?

My Card downloads are not working

What types of cards are compatible with AirView?

Why can't I see daily detailed data?

What devices are supported for latest version of AirView?

What are the supported operating systems?

What additional software is required for AirView?

What browsers are supported by AirView?

Can an organization have just one login for the entire office or will they be required to have one for each user?

Who is able to reset the user password?

Why have I been taken back to the login screen? (logged out)

Can I edit/change my username?

I have forgotten my login password and don't have an email address to reset it. What do I do?

How long does the link for "reset your password" stay active?

Do I need an internet connection to use AirView?

What is AirView Action Groups?

AirView Training

AirView User Roles

AirView Patient Management, Remote Monitoring, Telemonitoring, Telecare

AirView Access and Registration

I can’t see data from my patient’s AirMini in AirView. What’s wrong?

When will Patient Data transmit to AirView?

How often is Remote Assist data uploaded to AirView?

Why can't I make changes to a patient's remote monitoring within AirView?

See more

ResScan

Will there be ResScan support for AirMini?

MyNight™

How to setup MyNight