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Troubleshooting

Get Solutions to the Most Common Air Bed Operation Issues

Need answers or assistance? Please click on the questions below to view easy to follow step by step solutions to the most commonly encountered air bed operaton and function issues. Do you have an issue we have not covered here? Call a Thomasville® Synchrony™ Sleep Specialist free at 1-844-718-6717.

  • I think my mattress is losing air. What do I do?

    If you believe your mattress is loosing air, it  is important to determine if the source of the leak is originating from the mattress or the processor. Follow the steps listed here to determine the source of the possible leak.
    • Fill mattress to 100%. Unzip cover, pull back the foam comfort layer(s) and press your hand directly on the air core to test the firmness. Both air bladders should feel firm and full of air.
    • Disconnect mattress from processor by disengaging rubber hose from processor by squeezing the grey tab on the quick connect.
    • The mattress will retain air if there is no leak in the mattress. There is a one way valve in the rubber hose that prevents air loss when the mattress is disconnected from the processor.
    • Let the mattress sit for 8-12 hours. Unzip cover and press your hand once again directly on the air core to test the firmness. If the mattress feels the same as when you first filled the mattress to 100%, it has been determined there is no leak in the mattress. Proceed to the next step. If the mattress feels like it has lost air, contact a Synchrony™ Sleep Specialist at 1-844-718-6717 to initiate an air core exchange.
    • Reconnect the air hose to processor and fill to 100%. Let the mattress sit for 8-12 hours. Unzip cover and press your hand directly on the air core to test the firmness. If the mattress feels the same as when you first filled the mattress to 100%, it has been determined the leak has not been caused by the processor. If you feel a decrease in air, proceed to the next step.
    • Disconnect the hoses from the processor. Check the black “O” rings on the external air ports of the processor to be sure they are not cracked or missing. If the “O” rings are missing or damaged, contact a Synchrony™ Sleep Specialist at 1-844-718-6717. If the “O” rings are in place and not damaged, proceed to the next step.
    • Check all hose connections and sleep on the mattress overnight. If the problem persists, call a Synchrony™ Sleep Specialist at 1-844-718-6717 for further assistance.
  • My processor/hand controls stopped working. Can you help?

    If your processor or hand controls have stopped operating please take the following actions in the order listed.
    • Make sure the processor is plugged into a standard wall outlet and that the outlet is getting power. (Be sure that an On/Off light switch on the wall does not control power to the outlet.)
    • Check to make sure your surge protector is plugged in, the power switch is “On” and surge protector is working properly.
    • Verify that the hand controls are still properly connected to the processor and have not become loose or disconnected.
    • Press the deflate button on either hand control several times to see if you can activate a release of pressure from the air chamber. If successful, continue to release pressure to approximately 50%. The processor should work correctly after this adjustment. If the processor still does not operate, proceed to the next step.
    • Unplug the processor from the outlet for 1 minute. This allows the computer in the pump to reboot. Reconnect and try the hand controls again.
    • If the deflate button on either hand control will still not function unplug the processor for 10 minutes. There is a safety mechanism built into the processor to prevent possible overheating. This will reset while the processor is unplugged.
    • If the above actions are unsuccessful and the problem persists, call a Synchrony™ Sleep Specialist at 1-844-718-6717 for further assistance.
  • My processor is always running. What can I do to fix it?

    If you find that your processor runs continuously and will not turn off, take the following actions in the order listed.
    • Make sure that the hoses are not kinked against the back wall or where your bed has been slipped up against your headboard. If the hoses are not kinked, proceed to the next step.
    • Unzip the cover, straighten out the hoses inside the bed and check for kinks. If you found no twisted or kinked hoses inside the bed, proceed to the next step.
    • Unplug processor from the electrical outlet for 10 minutes. This will allow the computer inside the pump to reset. Plug the processor back into the outlet and check to see if this resolves the issue. If not, proceed to the next step.
    • If your processor continues to run despite the above actions, call a Synchrony™ Sleep Specialist at 1-844-718-6717 for further assistance.
  • My side of the bed will not adjust. What can be causing this issue?

    If one of your hand controls has suddenly become unresponsive please follow the following steps to correct the issue.
    • Only one hand control can be operated at a time.
    • Make sure the hand controls are not reversed. The hand controls are attached to either the “LH” connector or the “RH” connector on the processor. (The permanently connected hand controls, and not the processor, are labeled on the 6003 unit.) As you are standing at the foot of the bed, facing the head of the bed, “LH” refers to the left side of the bed and “RH” refers to the right side of the bed.
    • Make sure the hand controls are securely attached to the processor.
    • Make sure the air hose is not kinked and is properly connected to the processor.
    • Check the connection of the air hose to the processor. Disconnect the hose from the processor and then reconnect. You should hear a “click” when the hose connects properly to the processor. This will verify that a good connection has been made.
    • If the problem persists, call a Synchrony™ Sleep Specialist at 1-844-718-6717 for further assistance.
  • There appear to be body impressions in the cover. Is my bed defective?

    Body impressions in an innerspring bed are an indicator that the spring support system is compressing and breaking down. However, since the Night Air® mattress uses air as its support system, which cannot break down, your mattress and cover should retain its full appearance for years to come.
    • Fully inflate the mattress to 100%. Air cores that are less than 100% inflated will cause the mattress cover to dip and as you are looking at the bed, giving the appearance of a large body impression.
    • Remove the Stay Pure™ cover and shake it to restore loft.
    • Use a vacuum nozzle to fluff the cover in areas where the fiber may have settled from use.
    • If you have any further questions, call a Synchrony™ Sleep Specialist at 1-844-718-6717.

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