Resmed Airsense 10 Autoset stops sending data to Resmed Cloud?

[CPAPSteve]

So starting on October 5th my Resmed machine just mysteriously stopped sending data to ResMed. According to the unit it has full cell signal but I can't get any data from MyAir and my sleep clinic can't get data from AirView. The last data we had was from October 4th.

Anyone here have the same issues or has seen modems mysteriously fail?

Could it be that I didn't write protect my card (I am using Macintosh) when I was using sleepyhead and that may have messed up the cellular data upload?

[greatunclebill]

the sd card should have nothing to do with the cellular signals.

[Stom]

The A10 Autoset has internal memory for compliance data, so even if you remove the SD card it can still record and send basic compliance data via the cellular modem. It is conceivable that there is a bug that interacts with locked SD cards, but that seems a bit unlikely. It's also possible that there is an error with ResMed's cloud system. Just because you have cell signal doesn't mean that ResMed's accounts are working properly.

This is not an easy issue to trouble shoot without sending it to a qualified repair clinic because we have no easy way to isolate the problem and test different aspects. We can't swap out the modem, We don't have data from the cell company telling us how much data has been transmitted. We don't have access to ResMed's cloud system to see if their is an error there some how.

You can try the usual brute force methods, including resetting the data on the A10. You can also try moving it to a location where you know another A10 with an identical modem is successfully transmitting to rule out issues with the cell tower. And your DME can, perhaps, put in a trouble ticket to the ResMed cloud to see if there are any issues there.

In the meantime, have you checked the cellular modem info in the clinical menu? Not sure if it will tell you anything pertinent, but it is one step forward in arming yourself with data, such as whether you have an outdated modem or not (though the cell bars should be programed to show actual connectivity).

You can bring data to your DME to be read off the card. Easiest thing to do is for your DME to swap out your A10 and see if that works in your location. If it doesn't, then the cell tower connectivity could be an issue.

[palerider]

the sd card should have nothing to do with the cellular signals.

Correct, the SD card has nothing to do with the transmission.

[tonesss]

If it’s an older unit it is probably still on 2G, which has turned turned off in lost of Oz.
I had mine upgraded to the 3G network at no charge thanks to Resmed.

[Okie bipap]

The phone module in the machine may have failed. My first machine would not transmit data. They gave me a new machine in order to correct the problem.

[CPAPSteve]

I am 99% certain my modem failed. The cell network in my area is perfect with full signal and our other CPAP is sending satay to the cloud with zero issues. My fathers CPAP just up the road from me is also transmitting data to the cloud as well.

It is remarkable at what Resmed Canada is getting my DME to do to troubleshoot and yet they don’t want to speak directly to the customer (me) to do whatever they need to figure out if they will allow my DME to issue me a new unit.

Silly to make the DME the middleman when it is obvious that the modem is likely pooched.

Oh well it isn’t life or death but just annoying that I have to jump through Resmed’s ridiculous policy.

My DME was nice enough to declare to Resmed that if there is no closure after two weeks they are going to give me a new unit if Resmed drags this out for too long.

[CPAPSteve]

If it’s an older unit it is probably still on 2G, which has turned turned off in lost of Oz.
I had mine upgraded to the 3G network at no charge thanks to Resmed.

Definitely not an older unit. It is a new AirSense 10 Autoset manufactured in 2018.

[CPAPSteve]

the sd card should have nothing to do with the cellular signals.

Correct, the SD card has nothing to do with the transmission.

I didn’t think so either but it’s good that the folks here confirm that SD cards have nothing to do with cloud data uploads.

[palerider]

The cell network in my area is perfect

"the cell network" is made up of many things.

[Sunnyworld]

lock the memorycard before you put it in the pc

[prodigyplace]

lock the memorycard before you put it in the pc

That was needed for S9 but not S10

[palerider]

lock the memorycard before you put it in the pc

Unnecessary, *unless* you have a S9, and a mac or windows 8.1+

[CPAPSteve]

Ah only s9s are affected by hidden index files. Gotcha. Good to know!

It turned out that the cellular modem module in my machine e bit the dust. Managed to get a brand new Resmed AirSense 10 Autoset for her

[Okie bipap]

Glad to hear you got it straightened out.