ResMed AirSense 11 problems and with possible causes and corrective action.

 

Motor life exceeded, contact care provider

This message will display when you reach 21,900 hours of use (5 years, 12 hours per day). That is the design life of the blower motor and replacement is recommended. When we replace a blower motor, we change the blower hours to 0, which will stop the message from displaying (at least until another 21,900 hours). Changing the blower hours can only be completed through the ResMed computerized service software. This is just another reason why you should use Altra CPAP Repair, a ResMed Authorized Service Center!

High leak detected

This is typically an issue with one of you disposable CPAP supplies such as the humidifier water chamber not being fully inserted, mask not creating a seal, or tubing not connected properly.

Heating Error

This is caused by either a faulter heater plate or main PCA board.

System fault, refer to user guide

This typically precedes one of the following error codes

Error 1

This is a blower motor issue. The blower motor will need to be replaced and unit calibrated to fix this issue.

Error 3

This is a pressure sensor fault. It is possible that the CPAP just needs to be recalibrated, but more times than not, you will need a new main PC board. It will need to be returned to a ResMed Authorized Service Center such as us for corrective action.

Error 4

There are several potential issues causing the error 4 message and potential remedies.

  • Environment is too hot.
    • Ensure device is not covered.
    • Allow device to cool before re-use.
    • Disconnect the power supply then reconnect to restart the device.
  • Blocked filter
    • Replace filter.
    • Allow device to cool down.
    • Disconnect the power supply then reconnect to restart the device.
  • Air tubing blocked
    • Check air tubing and remove any blockages. Press ok to restart therapy.
  • Water in the air tubing
    • Check air tubing and remove any blockages. Press ok to restart therapy.
  • Faulty main PCA board. This is the most likely cause of error 4. The main pc board will need to be replaced.
Error 5

There are several potential issues causing the error code 5.

  • Faulty power supply.
  • Faulty blower motor
  • Faulty main pc board
Error 6

This is typically caused by the blower motor, however, there are some instances where it could be the board.

This refers to a motor stall issue with the software. You will need either the blower motor or main PC board replaced.

Error 7

This will need the blower motor replaced.

Error 8

Another blower motor related error. This will need the blower motor replaced.

Error 9

This is related to the main PC board, which will need to be replaced.

Error 10

The flow sensor is stuck. The flow sensor is attached to the main PC board, requiring the whole board to be replaced.

Error 11

The flow sensor is stuck. The flow sensor is attached to the main PC board, requiring the whole board to be replaced.

Error 12

The flow sensor is not relaying information to the board. The flow sensor is attached to the main PC board, requiring the whole board to be replaced.

Error 13

The pressure sensor is not reading properly. This can be caused by the device being out of calibration, the sensor becoming dislodged from its seal, or being faulty. If calibration doesn’t correct this problem, then the main PC board will need to be replaced.

Error 14

A pressure sensor issue. This can be caused by the device being out of calibration, the sensor becoming dislodged from its seal, or being faulty. If calibration doesn’t correct this problem, then the main PC board will need to be replaced.

Error 15

A pressure sensor issue. This can be caused by the device being out of calibration, the sensor becoming dislodged from its seal, or being faulty. If calibration doesn’t correct this problem, then the main PC board will need to be replaced.

Error 17

This is a software data issue. The main PC board will need to be replaced.

Error 18

Data corruption. This may be caused by the device being out of calibration. If calibration doesn’t correct this problem, then the main PC board will need to be replaced.

Error 21

This is a board issue. The main pc board will need to be replaced.

Error 23

The pressure sensor is faulty. This requires the main PC board to be replaced.

Error 24

This is a board issue. The main pc board will need to be replaced.

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I recommend Altra Service Professionals, Inc., if you need your CPAP machine repaired. Their website is user-friendly, they kept me updated throughout, and the entire process took less than a week from start to finish. I am happily using my ResMed CPAP machine again.
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Nancy H.
Sent my Air Sense 10 to be repaired. What a wonderful company to deal with. The timeliness and professionalism was outstanding. I would recommend this company for any cpap repairs.
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debbie S.
If every business operated like this one, the world would be a better place. Please do not hesitate to use this company. In less than a week from the damage to my Airsense 11, I have received my repaired machine. Excellent experience in every possible way.
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Marvin W.
Quality work, prompt turn around, reasonable prices. My portable oxygen concentrator was returned and worked like new. What could be better. Very satisfied new customer. Thanks.
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Brenda
I'm totally impressed with the ease of using Altra and appreciate their professionalism with speedy communication. They fixed my Caire Freestyle Comfort for a reasonable price and did so quickly. Don't hesitate to contact them if your equipment needs fixing.
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Kevin S.
Air Mini - I needed a repair on my Air Mini. Altra CPAP Services offers a replacement where you trade in your unit and receive a new one at a very affordable and reasonable price. It was quick, easy and they really helped me every step of the way - from returning my unit, keeping me updated every step, and then receiving my replacement (which was brand new!) much sooner than I had anticipated. I highly recommend them! Thank you Laurie and Bob!!! - Sincerely, Kevin
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Jean W.
Merci à l`équipe de altraservice.
Mon appareil est de retour et j`ai bien dormi grâce à l`excellent travail fait sur mon Cpap.
Mon appareil est comme neuf.
Merci encore.
Jean W.
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mitchell F.
THANK YOU FOR BEING TRULY PROFESSIONAL. I AM EXTREMELY SATISFIED.
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Owen D.
Literal lifesavers. Parts issues aside (which were not their doing, anyway) it was a fast turnaround and they did great work. Works like new. Thanks!
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Chaz W.
Quick turnaround, fixed issue at a good cost point.
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Erika H.
I had a great experience. They are professional, quick, and affordable. They saved me so much money by fixing my cpap. And the customer service is top notch. Thank you!
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ted G.
Altra Service Professionals truly are professionals. They have always taken care of Handi Medical's needs. We thank you very much and greatly appreciate it. Ted R. Garding
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Fast and efficient service. Thanks again!
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Patrick C
Very pleased with the timeliness of Altra Service, even during the holiday season. They determined that my POC was still under warranty. So, I was invoiced only for shipping. I plan to use them for any future service needs.
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J L.
The Manufacturer of my portable oxygen concentrator recommended Altra Service for a diagnosis and repair. I sent my concentrator via UPS and received an email from Bob with the good news that my machine was still under extended warranty. Bob made the necessary repairs and quickly sent it back to me. I paid the UPS charges both ways but there was no charge for the repairs. Bob was so very nice on the phone and thanks to his extended research, he found out about my warranty. I cannot say enough good things about him and his company. They most definitely can be trusted! Thank you Bob!!!
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Corey F.
Outstanding service and professionalism. I was hesitant to ship from coast to coast but I'm glad I did now. I highly recommend this company!
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Balboa
Great service repair for my CPAP machine and glad I found this very professional company.
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Teresa T.
Very pleased with the repairs done to my husband's cpap machine. Company was responsive and efficient. Took less than a week from shipping to return and we both were able to sleep again last night. Thank YOU Altra Service.
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Outstanding service for my Philips SimplyGo
Oxygen Concentrator. Very happy that this family-owned business exists for customers of giant Philips. Which could care less!
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Michael J.
Very responsive very quick service. Great to do business with.
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Michael S.
Great CPAP repair service and experience. Response was quick and the cost was fair. I highly recommend Altra Service Professionals for CPAP repairs.
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Bandit D.
Good price on a refurbished unit well package works out of the box. Sandy, Bandit dog the picture was my best friend who passed recently.
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Gregg King (.
Good people
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Everett G.
The place is a little tricky to get into the address is on the side of the building as soon as you pass that you'll see a driveway and down that driveway or two docks the first DOC is for a tile store the second one is for Altra. You have the option of backing in and backing down into their dock or you can turn on the street before them and and then turn into the driveway and come around back and try it from that direction either way it can be tight and challenging I'm going to post a few pictures to give you an idea the staff is very friendly
Rod M.
Just had my concentrators serviced and despite them being in the middle of a move to another location they were professional and timely on the service off my machines. Bob and his team are always great to work, with a special shout out to Tech Ryan for his work and keeping me informed on progress. Highly recommend them, you won’t be disappointed.. Thanks again Bob and Ryan, much appreciated. Rod & Lana McCool
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Melinda G.
They were pleasant and professional and figured out what was wrong with my Simply Go in a very timely manner! Would definitely recommend.
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Richard N.
Ryan and his team were excellent. All communication was professional and the service was excellent. They fixed my CPAP on time with zero concerns.
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Daniel B
Fast, friendly, helpful and professional. I was worried how the repair for my ResMed 10 would unfold, but was very pleasantly surprised.
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Richard S.
explained everything to me, i knew what they were talking about everything about the transaction was very easy sent my unit in i approved the work and my unit was back within a week very satisfied would use them in a second
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Katja C.
Had my machine previously repaired by SleepQuest and it broke again not long after 🙁 Then worked with Altra and the machine has been running perfectly for a good year now. It was fast, affordable, and fixed the problem.
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Keith H.
I had an excellent experience with the people at Altra SP. My CPAP was repaired speedily and seemingly effectively over the Xmas and New Year period 2023/4. There was a minor email issue which slightly delayed the repair and return process but I was not inconvenienced. I was initially apprehensive but rapidly reassured by the responsive and friendly exchanges with Altra. (To those who weren't happy with their service I would suggest that an open and polite approach is helpful.) Thanks Tony, Cassidy and everyone else involved in the repair.
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Dominick N.
Prompt service and job well done. I would recommend these folks without hesitation.
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Bob M.
The BEST customer service experience I’ve had all year thanks to Altra and Andrew in Berlin Ct. They found and fixed my CPAP problem in less than a day and had me back to sleep that night. Competent, helpful and understanding of the importance to the client. Thanks Altra & Andrew. 6 ⭐️’S
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Jim S.
Great service! The problem with my CPAP unit was diagnosed quickly upon receipt, repaired, tested and returned within four days.
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Charles H.
Had a problem with my CPAP machine. Took it in. The techs were able to diagnose and fix the problem while I was standing there. Very competent and very pleasant to deal with. I highly recommend them.
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Jean P.
very easy process to send my husband's Cpap machine to have it repaired.
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jmdmilw
Most competent and professional service. They did everything they said they would do, in a timely manner. I am thrilled with the result. They didn’t just fix the whining motor - my unit is now silent! What a gift!!
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gerardisom
Sent my CPAP machine to be repaired and the turnaround was quick, and my machine works perfectly again.
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Eric H.
Sent in my Air Sense10 for pump noise. Came back as quiet as new. Wish the cost was lower, but definitely better than buying a new one!
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Bill A.
I sent my cpap to them on 10/12/23 they received it on 10/16/23 it was repaired and on its way back to me on 10/20/23. GOOD JOB! My cpap now is quieter than it was when new. Very pleased!!!
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jim F.
Sent my noisy CPAP to them from MA to FL. They repaired and sent back to me in 11 days (2 were the weekend when closed). When I turned it on, I thought it was broken because it was so quiet. THANK YOU. Great job. Highly recommend them.
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Brian H.
Spoke with Service Rep who explained things clearly and then did what he said he was going to do - couldn't be happier! Very professional.
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Shawn
Sent to Repair Authority just for routine service that wanted over $600 to rebuild something that was working. I got it back and sent it to Altra Servic Professionals they charged me $45 for full diagnostic and routine service. You tell me who you think the honest merchant is.

Year later sent one in for repair and it was back in two days and ready to go.
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Joseph C.
I agree with other posts. I was skeptical that this would end up being money out the window having to send my machine in and waiting. But I was so happy with their process. I sent my machine in, about 5 days later, I received an email that they received my machine. 2 days later, I got an email explaining what was needed (again, I thought for sure they would say both board and motor would need replacing whether they were both bad or not, but no, they told me it only needed a motor) along with an estimate of 275 I think. I approved via reply. About 5 days later I received my machine back and it is working like new! I never do reviews, but you guys deserve it. Thanks so much.
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Steven G.
This place is amazing. Great communication, quick turnaround. I wish everyone was this focused on the Customer. Thank you for a great experience.
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A U
A VERY CLEVER $CAM , it works like this. On their website you fill out a web form specifying the make, model and the serial number of your equipment. You are then redirected to a UPS site where you print a shipping label. You then package and ship your equipment with the label you printed. Afterwards you receive an email saying that they don't service your make and model. You protest by saying but the web form, I was very accurate! they respond by saying that people are ignorant and they will type anything into it, I tested this by typing complete gibberish and I still received a shipping label. Why is that? Well, for a price of a shipping label they can receive free medical equipment. I pointed that out and Alta said why would the want that? We don't even fix it. Let me ask, why would I want your broken boat, your broken gold chain, your broken Mercedes Benz? Because it has value. Be very cautious with these people, I l already have contacted Florida AG Office on this matter. How many more sick people have fallen into this trap?
Response from the owner:Hello Arnis. You completed a service request on a Saturday night through out cpap-repair.com website. The site clearly states the units we work on, and SleepStyle 600 is not listed. This unit is rare and we have never received one in the past. Although it may have value to someone, that someone is not us. We emailed you Monday morning, before we were even open (7:27am to be exact) to tell you we do not service this model. You continued to send it in. As our website states, if a repair in not completed, you can either have it scrapped for free or returned for the shipping cost. If we are scammers, we are the worst at it. We pay for the inbound shipping, so I'm not sure how we made money off of this one. In any event, Fisher & Paykel do not sell repair parts. They have, in the past, taken units in on trade, however, you will need to contact your homecare company to arrange that for you. Be well-
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