Troubleshooting
Installation
Problem | Possible cause | Solution |
|---|---|---|
ResScan Essentials fails to install. | ResScan Essentials supports Windows 10 and Windows 11 operating systems. | Use a computer with a supported operating system (Windows 10 or 11). For additional details, see the computer requirements page. |
Sign in
Problem | Possible cause | Solution |
|---|---|---|
I am unable to sign in to ResScan Essentials. | The username and/or password you entered are incorrect. Your group policies are preventing you from accessing ResScan Essentials. You cannot sign in to ResScan Essentials on a computer connected to a different domain. | Contact your Windows system administrator. |
My username and password are correct, but I am still not able to sign in to ResScan Essentials. | Your group policies are preventing you from accessing ResScan Essentials. You are attempting to sign in to ResScan Essentials on a computer that is connected to a different domain. | Contact your Windows system administrator. |
ResScan Essentials doesn't start. | It might be a corrupt installation. | Reinstall ResScan Essentials. |
Downloads
Problem | Possible cause | Solution |
|---|---|---|
The SD card is inserted into the SD card reader, but my computer can't read it. | The SD card might be corrupted. | Try to capture device data on a new SD card. If ResScan Essentials cannot validate some data found on the SD card or USB drive, this message displays: Some data could not be validated. Displaying data that is validated. |
I can't download data. | ResScan Essentials cannot download data from older ResMed devices, such as ResMed's S9 and S8 PAP machines. Refer to the list of compatible devices. | Use AirView to import data from legacy devices. |
Reports
Problem | Possible cause | Solution |
|---|---|---|
Cannot create reports. | You might have an older version of Google Chrome or Microsoft Edge installed. | Update your web browser to the latest version. |
Nothing happens after I click Generate report. | You might have an older version of Adobe Reader installed, or you might need to install Adobe Reader. | Download and install the latest version of Adobe Reader. |
Important
If any serious incident occurs in relation to this device, you should report it to ResMed and the competent authority in your country.