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Customer
Care
Department M-F 9am to 5pm E.S.T.
Call 1-800-489-8165
vienna Medical technical support
Inogen One Rental or Sequel Eclipse Rental -
$225/week &
$25 a day
after that
-
No late Our determined operations team have over 60 years of combined experience in the home medical equipment and the respiratory field. Owners, Richard Shenk and Corey Shenk have been in the Medical industry for a combined 30 years. This combination creates a team that can help our customers understand what their options are to help with patient compliance and create a more productive clinical outcome. Although we we strive to create a problem free experience for our patients, machines will sometimes need attention. Here you will find answers to some questions should you have problems while renting. In addition, we utilize a nationwide network of providers to provide replacements should it be needed. For after hours technical support, please call our toll free number 1-800-489-8165 and listen for the after hours number. Our store hours are 9am to 5pm EST. Monday through Friday and 24 hour emergency on-call services.
"Comm Error" - Why do I get this message, and what should I do next?This message is displayed if the concentrator has difficulty communicating with the battery. The user should remove the battery and reinstall it (first shut the unit down or power it using the AC power supply). If this error regularly occurs, please contact Vienna Medical Customer Care for further instruction. The battery will continue to power the concentrator if it is the sole source of power, but the concentrator will not be able to track the remaining charge on the battery. If AC power is used, the battery will not charge with a comm error showing. "Error 4, Call Provider" - Why do I get this message, and what should I do next?This message indicates that the concentrator has detected pressure that is lower or higher than expected. When this happens, the concentrator is shut down. An Error 4 message is usually due to a low pressure condition. This may be caused by placing the concentrator in the Satellite setting without connecting a Satellite Conserver, or by having a leak in the tubing to the Satellite Conserver. This situation will allow the product gas to leak from the system, thereby reducing the internal pressure. If the user is sure that such a leak did not occur, then there may be a problem with the concentrator and it may need to be returned for troubleshooting. Please contact Vienna Medical Customer Care for further instruction. Note: the error 4 message will not display until the concentrator has been operating for at least five minutes. "Battery Empty-Attach Plug" - Why is the message still there after I attach the power supply?If the concentrator is run until the battery is depleted, the system is shut down (oxygen production is stopped) and this message is displayed. Even if the user connects the power plug at this time, further action is required. In order to clear the display of the message, you should press the ON/OFF button to shut the unit down completely. Then press the ON/OFF button to restart. "Battery HOT Warning" - Why do I have this message, and what do I do now?The concentrator will shut down if the battery temperature is too hot. If the battery is just below this temperature, the user will receive the Battery HOT Warning on the display, along with a beep warning. This warning is simply intended to alert the patient that continued use of the battery may result in system shutdown if the battery temperature continues to increase. Note that the temperature of the concentrator and battery will be higher when used at higher flow settings. Suggestions for reducing the battery temperature are provided in the Patient Manual. If the battery regularly becomes too hot, please contact Vienna Medical Customer Care for further instruction. "Battery HOT, Not Charging" - Why do I get this message, and what should I do next?In order to begin charging, the battery must be below a certain temperature. If the battery has recently been discharged in a concentrator, depending on environmental conditions, it may exceed this temperature and must cool down prior to charging. To expedite cooling, the user may run the unit on AC power, remove the battery for 10 minutes, or replace the battery with a cool battery, if desired. If the battery is left in the concentrator, the alert will continue to appear until the battery cools sufficiently to begin the charging sequence. "Battery Error, See Manual" - Why do I get this message, and what should I do next?This message is displayed if the concentrator has difficulty communicating with the battery. The user should remove the battery and reinstall it (first shut the unit down or power it using the AC power supply). If this error regularly occurs, please contact Vienna Medical Customer Care for further instruction. A battery error will prevent the battery from powering the concentrator. "Error 1, Call Provider" - Why do I get this message, and what should I do next?This error may result from an error in communication between the battery and the concentrator. Remove the battery and reinsert in the concentrator. If the error regularly occurs, please contact Vienna Medical Customer Care for further instruction. "Error 16, Call Provider" - Why do I get this message, and what should I do next?If this error repeats itself to the point of becoming a nuisance, please contact Vienna Medical Customer Care for further instruction. "Error 8, Call Provider" - Why do I get this message, and what should I do next?This message indicates that the concentrator software has detected oxygen concentration below 50%. When this happens, the concentrator shuts down. An oxygen concentration this low may be caused by placing the concentrator in the "Satellite" setting without connecting a Satellite Conserver, or by having a leak in the tubing, allowing the product gas to leak from the system, thereby reducing the oxygen concentration. If the user is certain that such a leak did not occur, there may be a problem with the concentrator and it may need to be returned for troubleshooting. Please contact Vienna Medical Customer Care for further instruction. Click Here for Sequal Eclipse Oxygen Instructional Video's CONDITIONS/UNIT NEEDS ATTENTION CONDITIONS. IF YOU HAVE ADDITIONAL QUESTIONS YOU MAY DOWNLOAD THE PDF MANUAL HERE The table shows possible alarm conditions and suggests appropriate responses. If any other alarms occur, call our customer care center at 1-800-489-8165. AVAILABILITY OF AN ALTERNATE SOURCE OF OXYGEN IS RECOMMENDED IN CASE OF POWER OUTAGE OR MECHANICAL FAILURE. CONSULT YOUR PHYSICIAN FOR THE TYPE OF BACK-UP SYSTEM REQUIRED. DO NOT IGNORE ALARMS. Click on the image below to enlarge Eclipse Alarms page 1 - click image below to enlarge
Eclipse Alarms page 2 - click image below to enlarge
Q1: How long will the iGo battery pack operate the unit?A1: The actual run time of the iGo on the internal battery pack depends on several factors, including flow rate, breath rate, altitude, temperature and the age of the battery pack. Following are run-time estimates for the iGo with a new, fully charged battery
pack:
Q2: Will the run time of the iGo battery pack change? A2: Yes. As lithium ion batteries age, the duration of operation will decline. The iGo battery pack may operate at as low as 80% of its usual life when it was new. Q3: Can I use an external charger to charge the iGo battery pack? A3: Not at this time. An external charger will be available as an accessory in the future. Q4: Can I use the iGo in a different carrying case? A4: No. iGo can only be used inside an approved DeVilbiss carrying case. Approved carrying cases have proper ventilation screens to provide adequate airflow for operation and cooling. Q5: My iGo is plugged into an AC wall outlet, but the battery is not charging. Why is this? A5: If the battery is too hot or too cold the iGo charge circuit will not charge the battery. Please allow the battery to warm or cool to room temperature before charging. Q6: The iGo is making noise while plugged in even though I am not using it. Why is this? A6: The internal cooling fan on the iGo will continue to operate while charging the battery. This is done to keep the battery at an appropriate temperature and speed up the charge time. The fan will shut off as soon as the battery is charged. Q7: I keep pressing and holding the up or down arrows to set the flow rate, but the flow rate does not change. Why is this? A7: You must press the button once for each setting. This is done to prevent accidental flow rate changes. Q8: Can I use the iGo at high altitudes? A8: Yes. iGo can be used at altitudes up to 13,000 feet or 4,000 meters. The iGo battery may not last as long at different altitudes due to the change in the amount of oxygen available. Q9: What percentage of oxygen does the iGo deliver? A9: iGo provides 91% oxygen, +/- 3%. This purity has been tested to be clinically acceptable for long-term oxygen therapy. Q10: Can I use a humidifier bottle with iGo? A10: Yes and no. You can only use a humidifier bottle with iGo while in the continuous flow mode. A humidifier bottle cannot be used while the iGo is set to pulse mode. Q11: Can I use the iGo 24 hours per day? A11: Yes. iGo may be used for continuous oxygen therapy. Q12: Can I use the iGo without a battery pack? A12: Yes. iGo can be operated from an external power source if the battery pack is not installed. Q13: What maintenance is required for the iGo? A13: The dust filter located inside the handle recess should be cleaned regularly. There is no other routine maintenance during the first 3 years of operation. Q14: Can I leave iGo plugged in continuously even though the battery is fully charged? A14: Yes. The iGo stops charging the battery once it is full. There is no danger in leaving the iGo plugged in. Q15: How do I know how much power remains in the battery? A15: Install the battery into the iGo, and turn the unit on without external power connected. The battery status indicator will display the amount of power remaining. Q16: What happens if the power fails while I’m using the iGo? A16: If you are operating the iGo from an external power sources and the external power fails, the iGo will automatically switch to the internal battery pack (if the battery is installed). If the external power resumes before the battery is fully discharged, iGo will automatically switch back to external power. If the external power does not resume, the iGo will provide battery status indications, and the iGo will sound an audible beep. The external power light on the control panel will blink once the battery is fully depleted. If there I no internal battery pack installed, the iGo will sound an audible beep, and the external power light on the control panel will blink immediately. Q17: How do I know if the iGo is set to continuous flow? A17: The green light beside the mode select button will be lit continuously. Q18: How do I know if the iGo is set to pulse mode? A18: The green light beside the mode select button will blink each time a breath is sensed. Q19: How can I tell if the oxygen purity is good? A19: As long as the green O2 light is illuminated, the iGo is delivering the proper purity of oxygen. If the purity drops below the proper level, the yellow O2 light will be illuminated. You may continue to use the iGo even though the yellow light is on, but you should quickly find an alternative oxygen source. If the purity continues to drop, the red service light will illuminate. You should immediately find an alternative oxygen source. Q20: How long of an oxygen tube can I use with iGo? A20: You may use a tubing length of up to 35 feet (10 meters) when in pulse mode and up to 50 feet (15 meters) while in continuous flow mode.
INVACARE HOMEFILL PROBLEMS Homefill Troubleshooting - click image below to enlarge
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