Replacement device troubleshooting

News and Updates > Replacement device troubleshooting

Replacement device troubleshooting

December 12, 2022

The guidance below is intended to address some of the more common questions we receive about replacement devices. If you cannot find what you are looking for, please call 0800 249 4578 (UK) or (0044) 20 8089 3822 (outside of UK) for additional support.

Which device did you receive?

DreamStation 2

DreamStation or DreamStation Advanced

I received a DreamStation 2

Learn more about setting up and using your DreamStation 2 replacement device

What is the difference between the DreamStation and DreamStation 2 humidification system?

What is the difference between the DreamStation and DreamStation 2 humidification system?

If you are accustomed to using a first-generation DreamStation device with humidification, you may notice that you may be using less water and that the humidifier plate is occasionally less warm than with your original device. The Dreamstation 2 utilizes adaptive humidification when a standard tube is being used. This means that the device automatically adjusts the heater plate temperature to maintain a constant level of relative humidity at the mask and adapts to the ambient conditions in the room.
My DreamStation 2 humidifier will not heat. What should I do?

My DreamStation 2 humidifier will not heat. What should I do?

In order to troubleshoot this issue, you may try the following steps:

1. Ensure that the humidifier is attached to the device correctly and there is distilled water in the chamber.

2. Make sure that the humidifier is turned on and that your mask and tubing are attached correctly.

3. Ensure that the device and humidifier are turned on and that you are wearing the mask on your face. You may need to test this by wearing the device for about 5 minutes. Please note that the humidifier plate will not begin to heat without you wearing the mask.
Can I use my DreamStation 2 device without the humidifier attached?

Can I use my DreamStation 2 device without the humidifier attached?

No- the DreamStation 2 requires that the humidifier is attached, even if you are not using humidification. If you are using your DreamStation 2 device without humidification, please ensure that the humidifier is in place, but turned off.
My humidifier is leaking. What should I do?

My humidifier is leaking. What should I do?

1. Please be sure that you have removed the humidification chamber from the device prior to filling it with water as this may cause water to splash or spill.
2. Do not fill past the max fill line.
3. Inspect the chamber and lid to make sure that there are no cracks or damage to the chamber that may cause leaking.
My DreamStation 2 device will not power on. What should I do?

My DreamStation 2 device will not power on. What should I do?

1. Ensure that the power supply is plugged securely into the device and that power supply and power brick have a good connection.
2. Plug the power cord directly into wall power and NOT into a surge protector or power strip.
3. Ensure that the power outlet is a good, working outlet and not governed by a wall switch or dimmer.
My DreamStation 2 device is turning off during the night. What should I do?

My DreamStation 2 device is turning off during the night. What should I do?

There are several reasons that your DreamStation 2 device may be automatically shutting off, including excessive leak or if it cannot sense your breathing. Sometimes, the Auto-Off feature on the device may be turned on. We recommend contacting your DME provider to confirm that this feature is off.
The screen on my DreamStation 2 device says “Service Required.”

The screen on my DreamStation 2 device says “Service Required.”

In order to troubleshoot, please do the following:

1. Remove the water chamber and empty.
2. Unplug the device from the wall and power brick.
3. Remove your SD card if applicable.
4. Reconnect your power brick into the bottom of your device and plug directly into the outlet (not a power strip).
5. Power on device.
6. If excess water caused the error, water may spray from the silicone inlet/outer seal of the device.
7. If your device is still displaying “Service Required,” please unplug the device and try a different outlet. Ensure that the power outlet is a good, working outlet and not governed by a wall switch or dimmer.
How does the Ramp feature work on my new DreamStation 2 vs. the first-generation DreamStation.?

How does the Ramp feature work on my new DreamStation 2 vs. the first-generation DreamStation.?

Unlike the DreamStation CPAP device, the DreamStation 2 CPAP Advanced device features the Ramp Plus feature where a user can select a comfortable start pressure. Once set, the device will automatically start at the selected Ramp Plus pressure with all future therapy sessions. You no longer need to tap a Ramp button every night to start at the desired pressure. This means you can set the Ramp Plus pressure once and there is no need to restart/activate it each night. Even Auto ON is enabled so that all you have to do it is put your mask on and start breathing.

I received a DreamStation or DreamStation Advanced

Learn more about setting up and using your replacement device

The screen on my DreamStation device says “Service Required.”

The screen on my DreamStation device says “Service Required.”

In order to troubleshoot, please do the following:

1. Remove the water chamber and empty.
2. Unplug the device from the wall and power brick.
3. Remove your SD card if applicable.
4. Reconnect your power brick into the bottom of your device and plug directly into the outlet (not a power strip).
5. Power on device.
6. If excess water caused the error, water may spray from the silicone inlet/outer seal of the device.
7. If your device is still displaying “Service Required,” please unplug the device and try a different outlet.
How should I clean my replacement CPAP or BIPAP device?
How should I clean my replacement CPAP or BIPAP device?
We know how important it is to feel confident that you are cleaning your device properly.

For detailed information about caring for your replacement device, please refer to the device's User Manual and Accessory Cleaning and Inspection Instructions. It is important that you use only the cleaning methods approved for your device, as unapproved cleaning methods such as ozone may contribute to foam degradation. Please note that both ozone and UV light cleaning products (including the Philips UV Light Sanitizer Box) are not currently approved cleaning methods for our devices or masks and do not remediate the current voluntary recall.

Please also refer to the FDA safety communication issued on February 27, 2020 titled “Ozone and UV light: Potential Risks associated with the use of ozone and ultraviolet (UV) light for cleaning CPAP machines and accessories.”

Continue reading below for a few key points stated in the article:

“Follow the CPAP manufacturer’s instructions and recommended cleaning and replacement guidelines for your CPAP machine and accessories. If you cannot find the owner’s manual or instructions, or have questions, contact the CPAP device or accessory manufacturer. You also can contact your health care provider with any questions.”

“Be aware that the FDA has not evaluated the safety and effectiveness of ozone gas or UV light products claiming to clean, sanitize or disinfect CPAP machines and accessories in the home or healthcare setting.”

A note about recertified devices

While affected devices contained a polyester-based polyurethane (PE-PUR) sound abatement foam component, the sound abatement foam in all new and recertified devices is a silicone foam that has met all applicable industry testing standards, including particulate and Volatile Organic Compounds (VOCs) emissions testing, and is authorized as part of our remediation.