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Frequently Asked Questions
Do you have a question? Find your answer in the Frequently Asked Questions.

Discomfort related to treatment

My eye is red

If your eye is red, it may be due to air leaks from the mask toward the eyes. We recommend adjusting the mask straps.

There are several possible causes of dry mouth. If you think it is related to your CPAP device, contact Elia Médical.
If you use a humidifier, the humidity level can be increased in your device settings.

There are many possible causes of a blocked or runny nose, and they are not necessarily related to your CPAP device.
If this issue affects the use of your machine, you can contact your Elia Médical branch to find a solution to reduce the symptoms.

There are several possible reasons for waking up at night with a choking sensation. It may be that too much or not enough air is being delivered. If you think this is the case, contact your Elia Médical branch.

If your facial skin is irritated, adjust the straps correctly. They should not be too tight to avoid discomfort, and not too loose to prevent leaks during sleep. Also clean your mask daily with soapy water (such as Marseille soap), rinse it with water, and let it air dry.

Medical equipment

How long should I use my device?

You should use your machine as often as possible, from the moment you go to sleep until you wake up, whether during the night or for a nap. The positive effects of your treatment can be felt after at least 4 hours of use per night.

Your device may display several alerts:

Leaks
A high number of leaks may be caused by incorrect mask positioning. We recommend adjusting the straps.

Data transmission
Your device is not receiving a network signal. If this issue persists for several days without interruption, contact Elia Médical.

The mask
Clean your mask daily with soapy water (such as Marseille soap), rinse it, and let it dry before using it again.

The tubing
Soak the tubing every two weeks in a basin of water mixed with diluted white vinegar. Let it dry vertically by hanging it (for example on a shower rod).

The humidifier
Replace the water daily. To clean it, remove the humidifier from the machine and soak it in a basin of water with diluted white vinegar. If limescale has formed, gently scrub it with a soft-bristled toothbrush.

The filter
Tap the filter regularly to remove dust. Replace it with a new one every 6 months.

Your machine includes several comfort features to help you sleep more easily and comfortably:

Ramp feature

The ramp is a period during which the machine starts at a lower air pressure to help you fall asleep more comfortably. The pressure begins gently and gradually increases until it reaches the level prescribed by your doctor.

Expiratory pressure relief

When this feature is enabled, the machine slightly reduces air pressure when you exhale. This makes breathing feel more natural while using the device.

Humidity level

You can adjust the humidity level delivered by your humidifier to match your personal comfort needs and reduce dryness.

Heated tubing temperature

The temperature of the heated tube can be adjusted in your CPAP settings to ensure the airflow feels comfortable throughout the night.

If your machine does not switch on, please check the following:

  • Make sure it is properly plugged into the wall outlet
  • Check that all connections are secure at the back of the device and at the power supply (transformer)
  • Unplug and plug everything back in to ensure a proper connection
  • Try using a different wall outlet to rule out a power issue

If the machine still does not turn on after these checks, further assistance may be needed.

  • Remove the humidifier from your machine.
  • Empty it completely and clean it using warm water and mild dish soap.
  • Rinse it well and refill it with water.
  • Only use water—never add anything else to the humidifier.
  • Do not fill above the maximum fill line.

If you are using a humidifier, check that it has not been filled above the maximum water level.

Travelling

I am travelling

If you are planning to travel, make sure to bring all of your equipment with you, including your CPAP machine and all its accessories.

Safety instructions

I do not smoke

To avoid any risk of fire or serious burns, never smoke or stay near a smoker (within 2 meters / 6.5 feet) while using your device/equipment

Oxygen is an oxidizer, meaning it accelerates combustion. Do not store it near stoves, fireplaces, heaters, boilers, electrical appliances, etc.

Never use oil or grease. Wash your hands before using your device

Do not wear makeup. Remove your makeup before using your device. Wash your hands. Moisturizers and lipstick are oily, combustible products that can catch fire when combined with oxygen

Do not use aerosol sprays or solvents. Do not use hairspray, deodorant, alcohol, or gasoline on or near your device.

Avoid wearing clothing and shoes made of synthetic fibers: risk of sparks caused by static electricity.

Regularly ventilate the room by opening the windows wide to refresh the air.

The medical equipment

My concentrator is very noisy

The normal noise of an oxygen concentrator is similar to that of a refrigerator (less than 40 decibels).

We recommend placing your concentrator in a different room from your bedroom so that you do not hear the noise while sleeping.

To make sure that oxygen is reaching you properly, place the tip of your oxygen cannula in a glass of water. You should then see bubbles forming in the water: oxygen is being delivered correctly!

If you hear a whistling sound from the humidifier, check that the oxygen tubing is not pinched under a door or under a piece of furniture.

The oxygen flow setting must strictly follow the doctor’s prescription. You may need to adjust your oxygen flow yourself if your doctor recommends it. For example, the oxygen flow may be adjusted during walking, during nighttime use, or when using ventilation support.

The duration of your oxygen use is prescribed by your doctor. Refer to your prescription.

A discomfort related to treatment

My nose is dry and irritated.

If your nose is dry or irritated, do not apply moisturizer. Moisturizing creams pose a risk of fire and serious burns in the presence of air with a high oxygen concentration.

Certain suitable solutions may be used; seek advice from a healthcare professional.

A bubble humidifier may be added after approval from our pharmacist if your oxygen flow is below 2 L/min.

Travel

I am travelling

If you are planning a trip, you must take all of your equipment with you.

Discomfort related to treatment

My eye is red

If your eye is red, it may be due to air leaks from the mask toward the eyes. We recommend adjusting the mask straps.

There are several possible causes of dry mouth.

If you think this issue is related to your non-invasive ventilation device, please contact Elia Médical.

If you are using a humidifier, you can increase the humidity level in your device settings to help reduce dryness.

There are many possible causes of a stuffy or runny nose, and it is not always related to your non-invasive ventilation device.

If this issue is making it difficult to use your machine, please contact your Elia Médical service center. They can help you find solutions to reduce your symptoms and improve your comfort.

There are several possible reasons for waking up at night with a choking sensation. It may be that too much or not enough air is being delivered. If you think this is the case, contact your Elia Médical branch.

If your facial skin is irritated, adjust the straps correctly. They should not be too tight to avoid discomfort, and not too loose to prevent leaks during sleep. Also clean your mask daily with soapy water (such as Marseille soap), rinse it with water, and let it air dry.

Medical equipment

How long should I use my device?

The usage time of your NIV is prescribed by your doctor. Please refer to your prescription.

Your device may display different alerts:

Leaks

A high level of leaks may be caused by an incorrect mask fit. We recommend adjusting the mask straps. If the alert continues for several days, contact your Elia Médical service center.

Mask

Clean your mask daily with soapy water (such as Marseille soap), rinse it, and let it dry before using it again.

Tubing

Soak the tubing every two weeks in a basin of water with diluted white vinegar. Let it air dry vertically by hanging it up (for example on a shower rail).

Humidifier

Change the water daily. To clean it, remove the humidifier from your machine and soak it in a basin of water with diluted white vinegar. If limescale has formed, gently scrub it with a soft-bristled toothbrush.

Filter

Tap the filter regularly to remove dust. Replace it with a new one every 6 months.

If your machine does not switch on, please check the following:

  • Make sure it is properly plugged into the wall outlet
  • Check that all connections are secure at the back of the device and at the power supply (transformer)
  • Unplug and plug everything back in to ensure a proper connection
  • Try using a different wall outlet to rule out a power issue

If the machine still does not turn on after these checks, further assistance may be needed.

If you are using a humidifier, check that it has not been filled above the maximum water level.

  • Remove the humidifier from your machine.
  • Empty it completely and clean it using warm water and mild dish soap.
  • Rinse it well and refill it with water.
  • Only use water—never add anything else to the humidifier.
  • Do not fill above the maximum fill line.

Travelling

I am travelling

If you are planning a trip, bring all your equipment with you, including your NIV machine and its accessories.

Medical equipment

How do I know when the session is finished?

A nebulisation session usually lasts about 10 to 20 minutes. The session is finished when the mist stops.

At the end of the session, a small residual amount of liquid remains in the nebuliser: this is normal. You can empty the remaining product.

If your machine does not turn on, check that it is properly plugged into the wall outlet and that all connections at the back of the device and at the transformer are secure. Unplug and plug it back in to make sure. Try a different wall outlet if needed.

To clean it, the different parts of the nebuliser must be disassembled: machine, tubing, mouthpiece/mask. After each use, clean and rinse your mask or mouthpiece with warm water and dry it with a clean cloth.

Once a week, soak the tubing, mouthpiece, or mask in a disinfecting solution (such as baby bottle sterilising tablets), then rinse and dry them.

Contact us

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