Data Transmission Status – Resolved
September 1, 2023 Update
The Air11™ device-to-cloud data transmission delay issue has been resolved and data is once again transferring from your Air11 device to myAir as normal. We recognize the frustration this delay in device therapy data transfer to myAir and your provider’s systems has caused and want to assure you that your experience is of paramount importance to us.
Thank you for your patience and continued trust in Resmed.
Frequently asked questions (FAQ)
Click here for French FAQ (Patients et utilisateurs de PAP)
Your provider can now view therapy including your most recent therapy use data remotely in AirView.
If you’re still not seeing your data, please log out and back into the myAir app. You may need to repeat this a few times. While the core issue causing the data delay has now been resolved, it could take some time for all of your new and historical data to catch up within the app itself. Unplugging your device & plugging it back in as well as rebooting your phone can help to reset the connection as well. If you are still experiencing any problems and have not received your latest data by the end of the day or after 24 hrs, please contact our customer service team via email at myairsupport@resmed.com. We apologize for any inconvenience.
We have identified the root cause of the now resolved device transmission delays. In late July, we rolled out an over-the-air (OTA) firmware update for Air11™ devices to introduce two new features and improve the communications capabilities of the device. This OTA 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 visibility of your data in the myAir app.
Delays in getting therapy data from patients’ Air11™ devices to our servers does not present a security issue. Data and system security are treated with the highest priority at Resmed and are a core tenet of platform infrastructure. Our servers are built on the principle of privacy by design, with data security specialists involved in all steps, including design and ongoing monitoring of operations. Your data is secure within our servers.