Contact Oxygen Concentrator Store Support
AMSR Customer Service Hours
Monday: Friday 8:30am to 6:00pm | Saturday: 8:30am to 4:00pm | Sunday: Closed
Concentrator Malfunction?
If you're having difficulties with your home or portable oxygen concentrator, complete the steps below to begin troubleshooting your machine. Many concentrator malfunctions can be resolved by following these simple instructions.Step 1 - Hard Reset
- Shut off the concentrator using the power switch/button
- Remove all power sources - batteries must be detached and power cords unplugged
- Let the unit sit without power for 10 minutes
- Reconnect the AC Plug ONLY to a working outlet (DC if in the vehicle)
- Switch the Concentrator on and use as normal for 10 minutes before reconnecting the battery
- If there are no alarms and the issue has resolved, resume normal operation
- If the reset or recalibration does not remedy the issue with your device, navigate to the bottom of the page for additional information and to request a technician’s assistance. Our Service Request Form will expedite your request for help and a technician will reach out ASAP.
- Shut off the concentrator using the power switch/button
- Unplug the power cord from the outlet
- Let sit without power for 10 minutes
- Plug the unit directly into a working outlet (avoid power strips/adapters)
- Switch the concentrator back on using the power switch/button
- Set concentrator to prescribed flow setting and monitor for alarms for 10 minutes
- If there are no alarms and the issue has resolved, resume normal operation
- If the reset or recalibration does not remedy the issue with your device, navigate to the bottom of the page for additional information and to request a technician’s assistance. Our Service Request Form will expedite your request for help and a technician will reach out ASAP.
Portable Concentrators
Home Concentrators
Oxygen concentrators contain a computer that helps them function correctly, think of it as the brain of your concentrator. Sometimes the computer gets bogged down with too much information and needs to clear it's mind in order to function correctly. This is called a hard reset, and we can help you perform one right now. The reset will take you approximately 20 minutes and has a high success rate of fixing common issues. This reset should be performed at least once every 30 days.
Step 2 - Battery Recalibration
- Charge the battery up to 100%
- Remove the battery and let cool for 10 minutes
- Install battery and switch the machine on using the power switch/button
- Ensure the unit is disconnected for external power and run the battery all the way down until the machine shuts off
- Remove battery to cool for 10 minutes
- Reattach battery and external power source and charge back up to 100%
- If issue has resolved, resume normal operation
** batteries may charge slowly or not at all in your car due to your vehicle's electrical limitations.
Your portable concentrator features at least one rechargeable battery that allows it to operate without an external power source. The batteries are lithium ion, very similar to a cell phone or lap top computer. There are ways to take care of the batteries so they operate properly for as long as possible. If you’re having difficulties with your battery, complete the steps above to begin troubleshooting.
Helpful Tips For Success
The following information will allow you to get the best performance out of your oxygen equipment.Power
My concentrator Won't Turn OnEnsure you're using the original power adapters provided with the machine. Using generic or incorrect cords may cause erratic operation or even harm your equipment.
Plug your device directly into a working wall outlet, avoid power strips, surge protectors or hotel lamps that feature outlets, as these can cause malfunction. If your concentrator is in a carry bag, make sure the fabric is not obscuring the input jack, preventing the electrical connection.
Oxygen Delivery
I can't feel any oxygen flowing from my concentratorUnlike large stationary concentrators that produce a continuous stream of oxygen, Pulse Dose portable concentrators will give a No Breath Detected alarm if nobody is actively breathing through the nasal cannula.
To clear this alarm, wear your canula with the prongs inserted in your nostrils and breathe deeply through your nose. Ensure the cannula is not kinked, obstructed or damaged. Cannulas should be changed every 3 to 4 weeks.
Noise Level
My concentrator is making noisesWhen you first take a unit out of the box (in the quiet of your home), they may seem louder than expected. This is particularly true if you have it at ear level sitting on the table with no other ambient noise.
Instead, try putting it in it's carry case and over your shoulder and go for a walk or turn on the TV. You should notice that the noise begins to "disappear." While you may be self-conscious the first time you go to the movies or take the unit with you to church, you'll notice it quickly "blends" in with other background noise.
There are types of noises that indicate that service may be needed on your concentrator. If you hear grinding, squeaking or unusually loud mechanical noises, please call your provider to arrange for inspection and maintenance.
Temperature
My concentrator feels warm to the touchEach concentrator has an approximate range of temperatures in which they can function properly: 40F to 104F . Your equipment is likely to malfunction outside these temperature ranges.
Avoid leaving your concentrator in a hot or cold vehicle, as the heat and moisture in the air can damage your equipment. When operating your concentrator, keep all intake and exhaust vents unobstructed; this allows the unit to circulate and concentrate the oxygen around you. Ensure your concentrator is properly installed in the provided carry bag; use of unapproved or unventilated carry bags or backpacks can result in malfunction or damage to your concentrator.
Contacting Customer Service
Customer Service Form
To receive a call back please fill out the following form and an agent will get back to you as quickly as possible.In order for Customer Service to best help you, it is important to have the following ready when you call us:
- Your Sales Order/Cash Sale paperwork (included with original shipment - sent via email confirmation)
- Your concentrator and all the cables and batteries - we will likely have you run a few tests.
- Enough time - approximately 15 minutes to discuss your issues and run some tests.
- Photos of any alarms you have seen.
- Notes on how often the unit has been failing and what specifically has been happening.
- Once you have the above information, please call us at (877) 303-9289.