Service & Technical Support

Helpful Information


Troubleshooting Alarms & Operating Issues

The following are the most common alarms and operating issues. Please follow the prescribed troubleshooting steps BEFORE calling or submitting a service request. In most cases, these are the steps we will ask you to follow when you call so we can continue to assist you further, thus is saves time if you have already followed these steps.

 

For POCs with a Continuous Flow Option – SeQual eQuinox & Eclipse, Philips SimplyGo, GCE Zen-O, DeVilbiss iGo

  1. 1. Disconnect from all power – remove the battery and unplug the unit.
  2. 2. Wait 1 minute to allow the unit to reboot.
  3. 3. Plug the unit into the wall using your home AC adapter. Do NOT put the battery back in the unit.
  4. 4. Turn on the unit. If unit does not turn on, double check that your AC adapter has power. (See Unit will not operate on AC power below.)
  5. 5. Set the unit to continuous flow on setting 2 LPM. You should be able to feel the oxygen entering your nose, or you can take the end of the cannula and place it in a glass of water and you should see bubbles in the water. (This only works if the unit is providing continuous, not pulse, flow of oxygen.) If you do not see bubbles in the water, or if the unit is alarming, please call us at 866-696-9558 or submit a service request form to the right.

 
For Pulse Only POCs

  1. 1. Disconnect from all power – remove the battery and unplug the unit.
  2. 2. Wait 1 minute to allow the unit to reboot.
  3. 3. Plug the unit into the wall using your home AC adapter. Do NOT put the battery back in the unit.
  4. 4. Turn on the unit. If unit does not turn on, double check that your AC adapter has power. (See Unit will not operate on AC power below.)
  5. 5. Set the unit to setting 2. You should be able to feel the oxygen entering your nose, and see a flashing light on the display to indicate it is delivering oxygen. If you do not feel the oxygen in your nose, increase the flow setting to the maximum level. If you still do not feel the oxygen, or if the unit is alarming, please call us at 866-696-9558 or submit a service request form to the right.

 

If no alarms occur, do not turn the machine off. While the unit is running, insert the battery.

Testing your batteries – After you engage the battery, you should see an indicator on the display to show that the battery has been placed properly. If you do not see the battery indicator on the display, remove the battery and put it back in the unit again. If you still do not see the battery indicator on the display, you may have a defective battery. Remove this battery and insert another battery if you have one. If the second battery shows up on the screen, then your first battery is most likely defective. If the second battery does not show up on the display, then your machine needs service. Please complete the service request form to the right.

 

For Most Portable Concentrator Models

Battery will not charge – If you have a second battery, attempt to charge that one. This will allow us to narrow down the problem to the battery or the unit. Also, try charging your battery from AC and DC power.

 

Unit will not operate on AC power – Follow the steps above, then proceed with the following:

  1. 1. Check the electrical outlet to be sure it is powered. This is especially important in hotels where light switches control plug outlets unbeknownst to you.
  2. 2. Remove the cord that goes from the wall to the AC adapter box and then firmly plug it back into the adapter box. Sometimes this come loose but is not readily visible.
  3. 3. Check the connection between the AC cord and the unit.
  4. 4. Try using the DC cord in your car. This will allow us to narrow down the problem to the AC adapter or the unit.
  5. 5. Does the unit work on battery power?
  6. 6. If the unit works on battery power and in the car, then your AC adapter is defective and you may call us at 866-696-9558 to purchase a replacement.

Unit will not operate on DC power in the car

  1. 1. Test your unit on AC power in your home.
  2. 2. Remove the battery and test unit in the car.
  3. 3. Test another item in the DC outlet in the car, such as a cell phone, to be sure the outlet is not defective or the fuse is not blown.
  4. 4. Test unit in another vehicle.
  5. 5. If the unit still will not power, then your DC adapter is defective and you may call us at 866-696-9558 to purchase a replacement.

Unit is alarming and I don’t know why – Like a computer, your portable concentrator needs a reboot from time to time. To do this:

  1. 1. Remove all power to the unit by unplugging it from AC or DC power and remove the battery.
  2. 2. Wait 1 minute.
  3. 3. Plug it back in and turn the unit on. If the alarm repeats at this point, please submit a service request.

 

Inogen Products

ALARM CODE MESSAGE: O2 Service Soon – this means that the silver sieve columns on your unit need to be replaced. These are covered by a 1-year manufacturer’s warranty. If still under warranty, please complete the service request form. If the warranty has expired, please call our office at 866-696-9558 and dial Ext. 132 to speak with Graham, to place an order for replacement columns, or order on our website. Please note that you may continue to use your unit for 30 days while waiting for replacement columns.

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