What to do if your CPAP Machine stops working
If my CPAP machine quits in the middle of the night what
can I do?
Answer: There are a few things you can
First, look at the LED window and see if there is some type of code
appearing. It can be an IN code or an ER code or it may be a word or a
phrase. Write down what ever is appearing in the LED window.
The next step would be to unplug the machine and let it set for a couple of
minutes then plug it back in, press the IN button as hope it starts working
Most CPAP machines have a small computer inside the machine. Occasionally
that computer needs to be re-booted. The unplugging and plugging back in
will reboot the computer. The machine will experience something that will
cause it to shut down. That can be any number of things of which you will
not be aware because it happened while you were asleep. Your mask can
develop a leak sufficient to triggers the response. On some machines a
momentary power outage can cause it. In those situations you can unplug your
machine, wait a couple of minutes then plug it back in and press the ON
If unplugging and plugging it back in doesn't work, you probably have other
problems. Most other problems require the machine to go back to the
manufacture for repair. You will need the serial number and the code that
appeared in the LED window in order to get an RA (Return Authorization) or
an RMA (Return Materials Authorization). All repairs to CPAP machines are
done by the manufacture at their designated repair station. Only the
provider can get an RA/RMA to return the machine to the manufacturers
designated repair station.
If the machine is under warrantee, it will be repaired or replaced free of
charge. As the owner you will be required to pay the shipping costs to and
from the repair station. The manufacture will repair the machine to the
current level of sophistication for that particular model of machine. Turn
around time is usually about 30 days. If it is to be replaced, the
manufacture will ship The CPAP Store a new machine. We will set the machine
up according to the prescription on file and send the machine on to you.
If the machine was not sold to you by The CPAP Store, Division of Medical
Direct LLC, there may be a service fee for the time and expense involved in
the repair or replacement cycle.
If the machine is not under warrantee, an RA/RMA is still needed to return
it to the manufacture and can only be acquired by the provider. The
manufacture will require a narrative of what happened and if anyone was
injured or harmed by the malfunction.
Once the manufacture receives the machine and the machine is out of
warrantee, a repair estimate will be generated and sent to the provider. The
provider will call you and explain the estimate and the cost. At that point
you can make the decision to repair or replace the unit. Turn around time is
usually about 30 days.
Most manufacturers will warrantee their repairs for 90 days or one year.
Each manufacture is a little different in repair warrantee periods.
Many of the older CPAP and bi-level machines have been discontinued along
with service by the manufacture. In some cases, such as the Puritan Bennett
GoodKnight 420G, S and E Series machines, they have been discontinued and
are no longer available. Any GoodKnight 420G, S or E, and the Sandman
Series, will not be repaired or services in any way. There are some
GoodKnight 425S and S/T bi-levels still under warrantee. Those units are
considered on a case by case basis.
The Puritan Bennett Sandman series of machines has been discontinued. The
machines that are under warrantee will be taken care of by Puritan Bennett.
If they are out of warrantee they will not be repaired or replaced. They
will be replaced if they are still within the two year warrantee period.
All requests for an RA or RMA must go through Lenny Locke at The CPAP Store.
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