If you’re like me, you depend on the ResMed AirSense 11 to help manage sleep apnea and improve sleep quality. So, when the device doesn’t work as expected, it can be frustrating. One of the issues I’ve encountered is the “Diagnostic in Progress” message getting stuck on the screen, preventing me from using the machine.

In this guide, I’ll walk you through how I resolved the issue and how you can do the same, step-by-step. I’ll also share tips to prevent the problem from happening again.

What Is the “Diagnostic in Progress” Problem?

The ResMed AirSense 11 has a diagnostic feature that checks the device’s performance and ensures everything is functioning as it should. This process usually happens automatically and completes in a short time. However, sometimes the diagnostic process doesn’t complete, and you get stuck with a message saying “Diagnostic in Progress.” The device won’t work properly while this message is on the screen.

I first ran into this issue a few months after I started using the AirSense 11. I noticed the message wouldn’t go away, even after waiting for a while. I tried a few things, and eventually, I was able to fix the problem. Here’s what worked for me.

Why Does This Problem Happen?

There are several reasons why the diagnostic process may get stuck. Understanding these can help you troubleshoot the problem effectively. Here are the most common causes:

1. Power Fluctuations: If the device loses power during the diagnostic process or experiences power fluctuations, it may get stuck.
2. Software Glitch: Sometimes, a bug in the software can cause the device to freeze or hang during the diagnostic process.
3. Network Connection Issues: Since the AirSense 11 connects to the cloud to send data, a weak or interrupted connection may cause the diagnostic process to stall.
4. Outdated Firmware: If your device’s firmware (the software it runs on) is outdated, it may have trouble completing the diagnostics.
5. Internal Hardware Issues: In rare cases, there could be an internal hardware problem that prevents the device from completing its diagnostic check.

My Experience with the ResMed AirSense 11 Diagnostic Issue

When I encountered the stuck diagnostic problem, I initially wasn’t sure what to do. I rely on the ResMed AirSense 11 for my sleep apnea treatment, so I needed it to work properly. I tried restarting the device, but that didn’t solve the issue. After some research and experimenting, I found a series of steps that worked.

Now, every time the issue arises, I follow these steps, and the problem gets resolved quickly. Below, I’ll guide you through the exact process that helped me, step by step.

Step-by-Step Guide to Resolve the Stuck Diagnostic Problem

1. Power Cycle the Device

The first thing to try is a power cycle. This step can clear minor software glitches that could be causing the device to get stuck.

Steps:

• Turn off the device by unplugging it from the power source.
• Wait for 30 seconds to a minute. This allows the device’s memory to clear.
• Plug the device back in and power it on.

This process resets the device’s internal system without deleting your settings. Most of the time, a simple power cycle will fix the problem. If the diagnostic message is still stuck, move on to the next step.

2. Check the Power Source

A faulty power source or a loose connection can prevent the device from completing its diagnostic check.

Steps:

• Inspect the power cord for any visible damage.
• Ensure the plug is securely connected to both the device and the wall outlet.
• Test the outlet by plugging another device into it to ensure the power source is stable.
• If possible, try plugging the AirSense 11 into a different outlet to rule out power supply issues.

Once you’ve confirmed the power supply is stable, restart the device and see if the issue is resolved.

3. Update the Software

ResMed regularly releases software updates for the AirSense 11 to improve performance and fix bugs. An outdated version of the software could be the reason your device is stuck in diagnostic mode.

Steps:

• Access the settings menu on your device.
• Look for a “Software Update” or “Firmware Update” option.
• If an update is available, follow the on-screen instructions to download and install it.
• Once the update is complete, restart the device.

Keeping the software up to date ensures your device runs smoothly and minimizes the chances of future glitches.

4. Perform a Factory Reset

If the device is still stuck, performing a factory reset may solve the problem. A factory reset restores the device to its original settings, so you will need to set it up again after the reset.

Steps:

• Navigate to the settings menu on your AirSense 11.
• Look for the “Factory Reset” option.
• Follow the on-screen instructions to complete the reset process.

After the reset, set up the device as if you’re using it for the first time. This may take a few minutes, but it often resolves persistent issues.

5. Check Your Network Connection

The ResMed AirSense 11 uses Wi-Fi or cellular data to send data to your healthcare provider. If the device loses its connection during the diagnostic process, it can get stuck. Checking your network connection can help fix this.

Steps:

• Ensure the device is connected to a stable Wi-Fi network or has a strong cellular signal.
• If using Wi-Fi, restart your router to ensure a solid connection.
• Go to the device’s network settings and reconnect to the Wi-Fi or cellular network.

Once the device has a stable connection, restart it to see if the diagnostic process completes successfully.

6. Contact ResMed Support

If none of the above steps resolve the issue, there may be a more serious hardware problem with your AirSense 11. In this case, it’s best to contact ResMed support for further assistance.

Steps:

• Have your device’s serial number handy. You can find it on the back of the machine or in the settings menu.
• Contact ResMed customer support via their website or phone number.
• Explain the issue and the troubleshooting steps you’ve already tried.

ResMed’s support team can guide you through additional troubleshooting or arrange for repairs or a replacement if necessary.

Additional Tips to Prevent the Stuck Diagnostic Problem

Once you’ve resolved the issue, there are a few things you can do to prevent the stuck diagnostic problem from happening again.

1. Keep the Software Updated: Always check for and install software updates as soon as they’re available.
2. Power Off Regularly: Power off the device every few days to clear any minor software glitches.
3. Check the Power Cord Frequently: Make sure the power cord is free of damage and is properly connected.
4. Maintain a Strong Network Connection: Ensure that your Wi-Fi or cellular connection is stable for uninterrupted data transmission.

Checklist for Troubleshooting the Stuck Diagnostic Problem

Here’s a handy checklist to keep on hand when troubleshooting the stuck diagnostic problem:

• Power cycle the device by unplugging it for 30 seconds.
• Check the power cord for damage and ensure it’s securely connected.
• Test the power outlet to ensure a stable connection.
• Look for software updates and install them if available.
• Perform a factory reset if previous steps don’t work.
• Check the device’s network connection (Wi-Fi or cellular).
• Contact ResMed support if none of the steps resolve the issue.

Cheat Sheet for Fixing ResMed AirSense 11 Stuck Diagnostic Problem

Here’s a quick cheat sheet to refer to when resolving the problem:

Step	Action	Tools Needed
1	Power cycle the device	Power cord
2	Check power cord and outlet	None
3	Update the software	Wi-Fi connection
4	Perform factory reset	None
5	Check network connection	Wi-Fi or cellular data
6	Contact ResMed support	Device serial number

Conclusion

The ResMed AirSense 11 is a fantastic tool for managing sleep apnea, but like any device, it can experience occasional problems. If you find your device stuck on the “Diagnostic in Progress” screen, following these troubleshooting steps should help you resolve the issue quickly.

From my personal experience, I’ve found that most of the time, a power cycle or software update is enough to get the device back up and running. Keeping the device updated and ensuring a stable network connection will help prevent future problems.

By using this guide, you’ll be able to fix the issue and get back to using your AirSense 11 without any interruptions to your sleep therapy.