System and Network Requirements - Amwell Hospital
This documentation was last updated on: 4/5/2024 12:47:54 PM (UTC).
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Please find the System and Network requirements for Amwell Hospital below. Please click here to view Amwell’s full list of Products and their network requirements.
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Amwell Hospital
This section provides the system and network requirements needed to enable the Amwell Hospital (formerly known as Avizia v10 and Amwell Clinical) platform for your organization.
General System Requirements
Amwell Concierge Pre‑Appointment Tech Check
Use the tool below to perform a quick technical check for your computers and mobile devices.
Click Start Test to perform a Network Speed test.
- Required minimum Upload speed: 2Mbps
- Required minimum Download speed: 3Mbps
*Less than 1Mbps Upload or Download not recommended for Video visits
Video Visits Network Requirements
Use the Network Speed Test above to check your upload and download speeds.
- Required minimum Upload speed: 2Mbps
- Required minimum Download speed: 3Mbps
*Less than 1Mbps Upload or Download not recommended for Video visits
Video Visits Bandwidth and High Definition Requirements
- Required minimum video visits bandwidth: 1Mbps per call participant
- Recommended video visits bandwidth: 2Mbps per call participant
- Requirements for High Definition video: sustained connection of 3Mbps for Upload speeds and 2Mbps for Download speeds
*High Definition requires a compatible camera.
**Video is not recommended on LTE or Mobile Data
Windows Version Check (Windows 10 or newer)
- Required Windows version: Windows 10 or newer
To find out which version of Windows your PC is running, press Windows logo key + R, type winver, then select OK
*Amwell will be ending support for Windows 7, Windows 8, and Windows 8.1 effective April 15, 2021
Mac Version Check (OS X 10.14 or newer)
- Required macOS version: OS X 10.14 or newer
To find out your Mac version, click on the Apple icon, select About This Mac.
Detailed Technical Requirements Overview
The Amwell Hospital platform is completely web‑based and can run on most web browsers with Internet access. Leveraging existing connectivity and enterprise hardware, these solutions turn any computer into a tool for remote care through a web browser.
*Depending on a specific implementation, additional video hardware or software may be required for Amwell Hospital to integrate into an existing customer environment.
Specifications
Amwell Hospital software is web‑based
- The web/mobile solutions utilize two standard TCP ports for communications: 80 and 443
- The video-sharing component utilizes standard UDP and TCP ports for video transmission: 53, 33000-33499 and 40000-49999
- Traffic is encrypted: SSL
*For a detailed list of firewall requirements, please see the table at the bottom of this document
Our solutions are tested against W3 standards
- An audit trail is documented and stored for every event, including logins, edits to forms, and collaboration instances.
- The software may leverage email or SMS to coordinate consultations between users.
Minimum Technical Requirements
Web Browser Requirements (Clinical Portal & Enterprise/Fleet)
Supported Web Browsers
| OS Platform | Web Browser | Unsupported |
|---|---|---|
| Windows 10+ | Chrome (last 3 versions) Edge Chromium (last 3 versions) |
Opera Firefox |
| Mac 10.14+ | Safari (last 2 versions)*** Chrome (last 3 versions) |
Edge Chromium Opera Firefox |
| Chrome OS | not supported | Chrome |
*If using an unsupported browser, users will be instructed to utilize a supported browser.
*** Certain browser features may vary, but video should function normally.
- Required minimum browser window width: 960px
*Ensure that your browser window maintains minimum browser window width. Otherwise, some features and functionality may not be available.
**User will be prompted to download the Amwell Electron Plug‑in upon first-time video visit attempt.
Supported Mobile Web Browsers
Joining calls from a Guest Invite (mid‑call invites)
When receiving a Guest Invite from the Clinical Portal, via email or SMS, clicking the link from a mobile device to join a call may launch the call in a mobile browser. Clinical Portal functions best through the Amwell Touchpoint app and mobile web use is not recommended or supported outside of Guest Invites to Video Visits. Please see the Touchpoint and Touchpoint Tablet Requirements below.
See the table below for complete details on supported Mobile Operating Systems, Devices, and Web Browsers.
Supported Mobile Operating Systems, Devices, and Browsers
| Mobile Operating System | Devices | Mobile Browser |
|---|---|---|
| iOS 13.1+ | iPhone 7 (and newer) | Safari (last 3 versions) |
| iPad OS 13.1+ |
|
Safari (last 3 versions) |
| Android 9.0+* |
|
Chrome (last 3 versions) |
*While other Android devices may work, testing for Android is only verified on Google Chrome on Samsung devices.
*Please note that Amwell Hospital does NOT support A12 and A32 Samsung devices at this time due to hardware limitations.
Touchpoint and Touchpoint Tablet Requirements
We recommend that you use one of the following mobile applications specific to your workflow requirements.
| Mobile App | Device Compatibility* |
|---|---|
| Amwell Touchpoint |
|
| Amwell Touchpoint Tablet (part of the Amwell Touchpoint mobile app) |
|
*The Amwell Hospital mobile app (Touchpoint) has been tested to operate on the mobile devices listed above. You may experience unpredictable results if you use devices not listed. Using mobile browsers in lieu of the Touchpoint app will result in limited access and functionality.
- Minimum recommendations: 3Mbps Upload and 4Mbps Download (less than 1Mbps Upload or Download is not recommended for Video visits).
- Amwell Touchpoint Tablet in the Touchpoint mobile app requires Wi‑Fi – cellular networks (e.g. LTE, 3G) are not recommended or supported due to bandwidth limitations.
SSO
Amwell supports SSO via ADFS v3
Hardware Requirements for Web‑Based Solution PC/Mac
PC hardware requirements
- 64-Bit Microsoft Windows 10 or newer
- Minimum of 4 GB of RAM
- For SD video: a processor capable of running at speeds 1.5 GHz or higher
- For HD video: a quad-core processor capable of running at speeds 2.4GHz or higher
Mac hardware requirements
- macOS X 10.14 or newer
- At least 2 GB of RAM installed
- A G4 or Intel processor
Video Requirements for Web‑Based Solution
Amwell Hospital software will work with webcams that are USB-based and are certified for use with the client’s operating system.
Please note: Browsers running inside a virtual machine such as Citrix or VMWare will experience low-quality video. We recommend working with your EHR / EMR to optimize your virtual machines for video streaming via content redirection so that the video call is routed directly to the local desktop browser.
Video bandwidth
- Minimum required video bandwidth: 1Mbps per call participant
- Minimum recommended video bandwidth: 2Mbps per call participant
- High Definition video is available on networks that can support a sustained connection at 3Mbps Up and 2Mbps Down. High Definition requires a compatible camera.
VPN
- If using a VPN while connecting to video, Amwell recommends splitting video traffic to minimize latency.
Jitter and Packet Loss
- Minimum recommended Packet loss: < 2%
- Minimum recommended Jitter: < 15ms
Mobile Devices and Tablets* (Apple iOS/iPad OS, Android)
- Recommended: Video is supported over Wi‑Fi.
- You may experience video degradation over cellular networks.
- If you must connect via a cellular network, we suggest cellular networks that provide higher bandwidth, such as 4G and 5G. NOTE: Higher bandwidth service on certain budget carriers such as Boost, Cricket, and US Cellular may be limited.
*Amwell Touchpoint Tablet in the Touchpoint mobile app requires Wi‑Fi – cellular networks (e.g. LTE, 3G) are not recommended or supported due to bandwidth limitations. Minimum recommendations: 3Mbps Upload and 4Mbps Download (less than 1Mbps Upload or Download not recommended for Video visits).
Requirements for E‑Mail Delivery
Amwell Hospital software sends invitations via e‑mail for:
- User registration
- Video visits
- Case Notifications
- Appointment reminders
To ensure proper and timely delivery of these messages, your mail and spam servers should allow list the following IP address:
- 198.2.178.167
Firewall Allow List Requirements
The Amwell Hospital platform requires mandatory firewall permissions for minimum application functionality.
Please find our instructions on Split-Tunnel virtual Private Network set up here – recommended for all Amwell products where providers are connecting via VPN.
Firewall and Domain Permissions
- *.amwell.com
- *.avizia.io
- *.avizia.com
- global.stun.twilio.com
- global.turn.twilio.com
Ports
- The firewall must be configured for requests on the following ports:
| Required | Service | Transport | Ports | Rule | Destination |
|---|---|---|---|---|---|
| Mandatory | Standard web, redirect to HTTPS | TCP | 80 | Outgoing |
|
| Mandatory | Secure WebRTC | TCP | 443 | Outgoing, Established |
|
| Mandatory | DNS | UDP | 53 | Outgoing | Local DNS server |
| Mandatory | Update Service | TCP | 443 | Outgoing, Established | atom-avizia-com.s3.amazonaws.com |
| Highly Recommended | Preferred - Media (RTP/RTCP) | UDP & TCP |
|
Outgoing, Established | *.avizia.io |
| Mandatory (select either Preferred Media or Media (STUN/TURN) below) |
Preferred Media (RTP/RTCP) Use for best performance and quality |
UDP & TCP |
|
Outgoing, Established |
|
| Media (STUN/TURN) * Reduces number of ports required, however, increases connection time |
UDP & TCP | 443, 3478 (UDP & TCP) 5349 TCP | Outgoing, Established |
|
*Fail-over in case 40000-49999 cannot establish a connection.
**If using Amwell outside of the United States, please consult your Implementation Manager. STUN/TURN is not currently supported on the 210 Telemedicine cart.
For the most restrictive networks. Note that you may see performance degradation in video quality. STUN/TURN is not currently supported on the 210 Telemedicine cart.