ResMed MyAir Outage Update

We continue to experience delays syncing nightly therapy data from your ResMed PAP device into your myAir app. Here's what we know so far - we recently sent an over-the-air firmware upgrade to improve the communications capabilities of AirSense 11 devices which had the unintended impact of significantly increasing the amount of data being sent between therapy devices and the AirView cloud server, resulting in backlogged and delayed data in your myAir app over the week. We know how important access to your data is, and we're working around the clock to resolve the delay so your data can update as soon as possible.
We're frustrated to be letting you down, and we're focused on understanding why this happened so we can prevent it from happening again. Your data is safe and still being stored on your device; it can be viewed via the "My Sleep View" function. We expect the data to be fully restored over the next few weeks, at which time you and your providers can obtain a view of your therapy and adherence.
We will continue to provide updates within the myAir app and on your device. Clinicians can view AirView for updates regarding access to patient therapy data. Thank you for your patience and understanding!
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[@jamescarbonaro596]

Hi James, love your videos :)... great job you and the entire Sleeplay Team.... My question is ?...Why didn't ResMed relay this information that you are reading to us to their customers,,,,very poor communications .... Not good business on their part.... Keep up the good work....

[@Sleeplayground]

Hi, Thanks for the encouragement! Yes, that information was posted on Instagram and another site. But I completely understand what your saying. There's a lot of beating around the bush that goes on. Thank you for watching!

[@tamika7089]

10 days and count.

[@Sleeplayground]

Yeah, it is taking a little longer then expected. They are working on the issue.

[@PAPADONPRODUCTIONS01]

Can I get access to my data via a wifi connection? It appears I can only get it if the modem is connected via a 3bar connection or better. I live in a dead spot with poor cell phone coverage

[@Sleeplayground]

Hi , Thanks for reaching out! No, it is transmitted via cellular modem. As stated in the video you can access the sleep view option on the home screen you can use an SD card and upload as well to get the data if needed. They overloaded there server and are working to get back up.

[@af1966]

If they're working around-the-clock why does it take them so long to fix this?

[@Sleeplayground]

Hi, Thanks for reaching out! There are billion of patient's on these machine that the firmware was uploaded to. I am sure they do not want the problem either. I apologize it is taking long! Like I stated in the video you have the sleep view available as well for now on the home screen. I know it is not that detailed but it is something.

[@dutchovenguy]

This outage does not inspire confidence in the brand. Users do not appreciate being Beta testers with their health data.

[@Sleeplayground]

Understood! They should of thought of this before they equip these machines. But I am pretty sure it was not with that intention. But I do understand your frustration and apologize on there behalf! Let me know if I can do anything for you, I would be happy to.