Dreamstation won't communicate

[DRock73]

Hello, I am a newbie with a CPAP, so my apologies if this has been addressed. I did some searching and haven't found a similar topic.

I just started using a Philips Dreamstation with the heated humidifier and the cellular modem. I cannot get the unit to communicate in any way.

I go through the menus to upload the data manually, and it gives me the "successful" green check mark, but there is no data on Dreammapper (on my phone or online). I have done the steps to get reset the modem several times, and this has not helped.

I also cannot get Bluetooth to connect. When I go through that process, I pair the unit to my phone, enter the code that is given on the screen, but anytime I press "Begin using" the app crashes. When I start it back up, I am back at the begining. This is on an iPhone 8 Plus.

I realize I could in theory pull the SD card. Problem is I don't really have a computer. I have a laptop for work, but I do not have permissions to add software to it. My understanding is that I need to add a program to upload the data.

I've tried contacting the help and they have not been helpful so far. Any suggestions are appreciated

Dan

[springman946]

hello try unplugging your machine and wait 30 seconds or so then plug it back in and see what happens I hope this helps

[DRock73]

Appreciate the reply. Unfortunately, I tried that, did not help.

Thanks,

Dan

[klm49]

Hello, I am a newbie with a CPAP, so my apologies if this has been addressed. I did some searching and haven't found a similar topic.

I just started using a Philips Dreamstation with the heated humidifier and the cellular modem. I cannot get the unit to communicate in any way.

I go through the menus to upload the data manually, and it gives me the "successful" green check mark, but there is no data on Dreammapper (on my phone or online). I have done the steps to get reset the modem several times, and this has not helped.

I also cannot get Bluetooth to connect. When I go through that process, I pair the unit to my phone, enter the code that is given on the screen, but anytime I press "Begin using" the app crashes. When I start it back up, I am back at the begining. This is on an iPhone 8 Plus.

I realize I could in theory pull the SD card. Problem is I don't really have a computer. I have a laptop for work, but I do not have permissions to add software to it. My understanding is that I need to add a program to upload the data.

I've tried contacting the help and they have not been helpful so far. Any suggestions are appreciated

Dan

I only used Dreammapper for a short time years ago but you have to pair with Bluetooth to use it. It really doesn't show you much more than what you get from your machines display. You can try their support group:
https://www.mydreammapper.com/Help/Support
dreammapper.support@philips.com
Tel: 1 (855) 699-6276
Tel: 1 (724) 387-5036

[DRock73]

I finally got a response from the support group, though I am not sure I completely understand it.

They said the modem on my machine has been calling out each day, but the Dreammapper account is not set up to get data from the cellular modem. They said I needed to contact the equipment provider to set up the email address to my Encore or Care Orchestrator profile. I have no idea what those are.

So at least it seems the data is going out, I'm just not able to see it. I'm thinking the issue may be that I used a different email address for the dreammapper login (I don't tend to use my primary account for apps). That may have caused the issue. I'll update as I learn more. If anyone has any thoughts I'd appreciate - I need to go find the equipment provider info now.

Dan

[Grumpy48]

This is from the DreamMapper FAQ page (although I can't remember if I did this)..

How do I receive data from a modem?

DreamMapper works in conjunction with our homecare provider software called EncoreAnywhere. Your homecare provider must make a connection to your current account with your email address and serial number for your device (13 digit number on the bottom of the device starting with P or J) so you can receive data in DreamMapper. Please contact your homecare provider and request this information be entered into EncoreAnywhere. When this information is entered, the connection is established. If the homecare provider is unsure or has any questions, please ask him or her to contact DreamMapper Support at Philips.

The settings page for my DreamMapper account. The machine serial number links the cell modem to your email and the account. Had you been able to set up the account with this information?

[DRock73]

I’ve made those settings in DreamMapper, but apparently something needs to be done I. The system by the provider.

[klm49]

I’ve made those settings in DreamMapper, but apparently something needs to be done I. The system by the provider.

Have you called your DME to see if they will register your machine? I'm no expert but Dreammapper works via Bluetooth, not Cellular. I think the people you talked to got confused about what you were asking. Have you tried deleting the app and reinstalling or possibly try on a different phone?

[Grumpy48]

I’ve made those settings in DreamMapper, but apparently something needs to be done I. The system by the provider.

Have you called your DME to see if they will register your machine? I'm no expert but Dreammapper works via Bluetooth, not Cellular. I think the people you talked to got confused about what you were asking. Have you tried deleting the app and reinstalling or possibly try on a different phone?

The cell modem is an optional addon to the DreamStation, but I believe most DME's do provide one to track compliance. It plugs into the left side of the machine. The Bluetooth I believe is a standard fitting and I have connected to it with my Tablet.

cell modem.jpg (63.29 KiB) Viewed 14387 times

[klm49]

I’ve made those settings in DreamMapper, but apparently something needs to be done I. The system by the provider.

Have you called your DME to see if they will register your machine? I'm no expert but Dreammapper works via Bluetooth, not Cellular. I think the people you talked to got confused about what you were asking. Have you tried deleting the app and reinstalling or possibly try on a different phone?

The cell modem is an optional addon to the DreamStation, but I believe most DME's do provide one to track compliance. It plugs into the left side of the machine. The Bluetooth I believe is a standard fitting and I have connected to it with my Tablet.

cell modem.jpg

Dream mapper does not use a cellular modem, it uses Bluetooth.

[Grumpy48]

Dream mapper does not use a cellular modem, it uses Bluetooth.

If you use an app for a tablet or phone that you connect to the Dreamstation via BT, yes your DreamMapper app uses BT to collect the data.

If you use a computer to connect to the Philips website https://www.mydreammapper.com/Home/Sleep as I do daily, the cell modem in the Dreamstation (if it is fitted with one) sends the data to Philips daily (most times) where it is collected and loaded to your account database where it can be accessed.

Philips cellular modem video.....
https://youtu.be/XrQxLYD_Hao

My daily data uploaded to the database via the cellular modem....

dreammapper2.jpg (70.23 KiB) Viewed 14370 times

[chunkyfrog]

Try Oscar.
I think you are ready for more advanced data.
Unless, like me, you are stuck in the tablet wasteland . . .

[klm49]

Dream mapper does not use a cellular modem, it uses Bluetooth.

If you use an app for a tablet or phone that you connect to the Dreamstation via BT, yes your DreamMapper app uses BT to collect the data.

If you use a computer to connect to the Philips website https://www.mydreammapper.com/Home/Sleep as I do daily, the cell modem in the Dreamstation (if it is fitted with one) sends the data to Philips daily (most times) where it is collected and loaded to your account database where it can be accessed.

Philips cellular modem video.....
https://youtu.be/XrQxLYD_Hao

My daily data uploaded to the database via the cellular modem....

dreammapper2.jpg

Op is using App on an Iphone 8

I haven't used DreamMapper in nearly 5 years and I thought I remembered using Bluetooth on my PC.

[Grumpy48]

Op is using App on an Iphone 8

Not only the Iphone by the OP ......

I go through the menus to upload the data manually, and it gives me the "successful" green check mark, but there is no data on Dreammapper (on my phone or online).

I really don't care for linking up my tablet with BT as it takes a while to download the data and occasionally burps and doesn't complete. The quick check online from the cell modem upload to DreamMapper gives a quick overview and if something looks wonky I can then grab the SD Card and load it up to Oscar to figure out what's going on. For a daily quick peek Oscar just tends to give more information than what I need.

[DRock73]

The modem in the Dreamstation is definitely a cellular modem. Says so right on it (see pic).

059BDE42-6C94-47FE-97F2-829684A0B333.jpeg (85.47 KiB) Viewed 14353 times

It seems that while this cellular modem does upload data to Philips (and probably others, my Dr I would hope) it apparently does not directly update DreamMapper. There is some connection that the equipment supplier must make. I have not gotten in contact with them about that yet, will try this weekend.

Still cannot get the app to connect to Bluetooth. Crashes every time I try. Have uninstalled and reinstalled several time.

I have at least been able to borrow a laptop and upload the data directly from the SD card, so I can now at least see the data and at least get a sense of how it is working.