Liquid oxygen (LOX) troubleshooting

No oxygen coming from cannula

Probable cause

Decreased awareness of flow.


Place cannula prongs in clear glass of water. If you see bubbles coming from the cannula, your unit is working correctly.

Probable cause

Loose connection.


Check each connection from the unit to the cannula to ensure a tight fit.

Probable cause

Flow control is not pointing directly to setting.


Adjust flow control to point directly to the appropriate setting.

Probable cause

LOX portable unit is empty.


Fill from LOX dewar.

Probable cause

Dirty or faulty cannula.


Replace cannula.

No oxygen from cannula when using Helios portable unit

Probable cause

The LOX unit has been overfilled.


Lay the LOX portable unit on its back and wait for about one hour for unit to defrost.

Portable unit cannot be removed from dewar

Probable cause

LOX units are frozen together.


Wait 15 to 30 minutes for connections to thaw.

Portable unit does not last as long as usual

Probable cause

Not fully filled. Fill valve stuck open.


Check you are following fill instructions correctly.

White vapour escaping out of connector after uncoupling

Probable cause

This is normal – the LOX dewar is venting oxygen.


Immediately reconnect portable to LOX dewar while being careful not to come into contact with the vapour. Wait 15 to 30 minutes for ice to thaw. Remove portable.

Hissing noise from dewar


This should remedy itself after a few minutes. If it continues please call us.

For all other problems please call us on 0800 373 580

    Re-Ordering Oxygen Cylinders, Liquid Oxygen or Consumables

    To request replacement oxygen cylinders, nasal prongs, mask or consumables, please complete the form below. Please note that orders received after 6.30pm will be processed the next day:

    Do you or anyone in your household have cold or flu symptoms?

    If you are requesting a cylinder delivery you can chose a day for your delivery.

    Monday-Friday for North West patients or seven days a week in other areas.

    Please let us know your requirements:

    Large Static Cylinder

    Large static cylinder
    Used in the home, often for babies and children, Cluster Headache diagnosis or emergency oxygen

    Portable Cylinder

    Portable cylinder
    Used to move around inside/outside of the home

    Small Portable Cylinder

    Small portable cylinder
    Only available after a professional medical assessment

    Liquid Oxygen Tank

    Liquid oxygen tank

    Adult Cannula (Curved)
    Adult Cannula (Straight)
    Adult Mask
    Ear Protectors
    Paediatric Cannula
    Paediatric Mask
    Filter for Oxygen Machine
    Tender Grips

    Any other comments

    *required fields

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