Amwell System and Network Requirements for Products

Please find the System and Network requirements for Amwell’s various products in the sections below.

Amwell Converge

The following guide provides details on the minimum requirements necessary to enable Converge for Patients, Providers, Administrators and Guests. Please note, this document outlines general guidelines and is subject to change with new releases.

Quick Technical Check for Computers and Mobile Devices

Video Bandwidth

  • Minimum video bandwidth: 1Mbps per call participant
  • Recommended video bandwidth: 4Mbps per call participant
  • High‑Definition video is available on networks that can support a sustained connection at 1Mbps Up and 4 Mbps Down per user. High Definition requires a compatible camera.

NOTE: Video is not recommended on LTE or Mobile Data. If provider is on optimal device and connection and there are still connectivity issues, this may be an issue with the patient’s device and/or connection.

Specifications

  • Converge software is web‑based.
  • The web/mobile solutions utilize standard TCP ports for communications: 443 and 10000-60000.
  • The video‑sharing component utilizes standard UDP and TCP ports for video transmission: 443 and 3478, 5349 and 10000-60000.
  • Traffic is encrypted using 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

Based on Twilio Video and WebRTC support

OS Platform Supported Web Browser Unsupported
Windows
  • Chrome (preferred)
  • Edge Chromium
  • Firefox
  • IE11*
* requires download of executable
  • Opera
Mac
  • Safari
  • Chrome
  • Firefox
  • Edge Chromium
  • Opera
Linux
  • Not Supported
  • Chrome
Chrome OS
  • Not Supported
  • Chrome
Android
  • Mobile Chrome
  • Edge Chromium
  • Opera
  • Firefox
  • Silk
  • Samsung Internet
iOS
iPhone, iPad
  • Mobile Safari
  • Chrome
  • Edge Chromium
  • Opera
  • Firefox
  • If unsupported browser is used, an error screen will prompt user to copy the visit link and use a supported browser.
  • The current and last two versions of each browser will be supported.
  • Ensure that your browser window maintains at least 960px width. Otherwise, some features and functionality may not be available.
Mobile Device Requirements
Operating System Compatibility Device Compatibility
iOS 13.6*
iPhone and iPad
iPhone 6 or newer
iPad 5th generation or newer
Android 9.0+* Any phone running Kit Kat v4.4.0 or newer

* In general, current and two version behind should be used for optimal experience.

Hardware Requirements for Web‑Based Solution
  • PC
    • 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
    • OS X 10.13 or newer
    • At least 2 GB of RAM installed
    • A G4 or Intel processor
Operating System Compatibility
Mac OS X 10.13 or Newer
Windows 10 or Newer
Video Requirements for Web‑Based Solution

Converge software will work with webcams that are USB based and are certified for use with the end user’s operating system.

  • Video bandwidth
    • Minimum video bandwidth: 1Mbps per call participant
    • Recommended video bandwidth: 2Mbps per call participant
    • High‑Definition video is available on networks that can support a sustained connection at 3Mbps Up and 2 Mbps Down. High Definition requires a compatible camera.
  • iPhone and Android phones: Video supported over Wi‑Fi and with some cellular networks.
  • iPad: Video is supported over Wi‑Fi and with some cellular networks
  • Jitter and Packet Loss (recommended)
    • Packet loss < 2%
    • Jitter < 15ms

Virtual Desktops not supported: Browsers running inside a virtual machine such as Citrix or VMWare will experience low‑quality video. This is not currently supported by Amwell. 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.

Requirements for E‑Mail Delivery

Converge software sends invitations via e‑mail for:

  • Guest Visits
  • Patient Video Visits

To ensure proper and timely delivery of these messages, your mail and spam servers should allow emails from @amwlehr.com.

Caller ID and Outbound SMS

Converge software sends calls and texts via the following:

  • Caller ID: Your Telehealth Visit
  • SMS header: TELEHEALTH VISIT
  • Short code: 91926

Port Access & Network Connectivity

Port IP Addresses & URLs Specification Details
Enhanced Video
TCP: 443, 5349, 3478
10000-60000
UDP: 3478, 10000-60000
34.203.254.0/24
54.172.60.0/23
34.203.250.0/23
3.235.111.128/25
34.216.110.128/27
54.244.51.0/24
44.234.69.0/25
*twilio.com
*amwell.com
*amwellnow.com
*amwlnw.com
*amwlehr.com
*amwell.systems
*firebasehostingproxy.page.link
*sendgrid.net
Twilio/Converge New Ports, IPs and URLs for Converge Product

Amwell Home

This section provides the system and network requirements needed to enable the Amwell Home platform for your organization.

Mobile Access

Connectivity

For the best experience when using an Amwell Home white label app on your mobile device, a wi‑fi connection is recommended, and may be required by the service operator in order to have a visit. If allowed by the service operator, a cellular (3G/4G) connection can be used.

For the best experience and quality, ensure that you have a strong signal (4‑5 bars) when connected to a cellular network. Also, a minimum bandwidth of 3 Mb/s upload/download is recommended. You can check your bandwidth by using the Speedtest by Ookla app. If you don’t have the app installed, you can navigate to speedtest.net on your mobile web browser, at which point you will be directed to either the App Store or Google Play Store (depending on your device) to download the app.

Access for Patients

Patients can access an Amwell Home white label app from their Android or iOS mobile device, using the native consumer mobile app. If the patient has been scheduled for a visit, he/she will receive an email with instructions on how to download the app. Alternatively, patients can visit Google Play or the Apple Store to download the app and follow the instructions to get started!

Amwell Home white label app is not currently available using a mobile web browser.

Access for Providers

Providers can make themselves available to connect with patients on an Amwell Home white label app from any iOS mobile device (i.e., iPad, iPhone, or iPod Touch) by downloading the American Well for Clinicians mobile app from the Apple Store.

Amwell Home white label app is not currently available using a mobile web browser.

Device Requirements

To use an Amwell Home white label app on your mobile device, ensure that your device meets the requirements below.

  • Amwell Home white label app is installed (see above)
  • To support two-way video visits, your device must have a front-facing camera
  • Operating System - iOS (iOS 11.4 or later is required)
    • iPhone 5 and newer iPad 4th Gen and newer
    • iPad mini 2 and newer iPod Touch 6th generation and newer
  • Operating System - Android API 19 (KitKat v4.4.0 or above)
    Note: only applicable for consumer app
    • Android Phone
    • Android Tablet
    • Not supported: HTC myTouch, all Prestige devices, and the PantechP907

Web Access (PC/Mac/Laptop)

Connectivity

To test your internet connectivity, click the “Test My Computer” button in the primary navigation bar, and follow the on‑screen instructions. For the best experience when using Amwell Home on the web, high‑speed broadband Internet access (e.g., cable, DSL) is recommended. For the best experience, a minimum bandwidth of 3 Mb/s upload/download is recommended.

Browser Requirements (Patients and Providers)

Amwell Home can be accessed from the web using any of the browsers listed below. Both JavaScript and Cookies must be enabled in the browser settings.

Video Recommendations

Users will be required to download the enhanced video client prior to starting a visit. This can be performed during the “Test My Computer” exercise. Otherwise, users will be prompted to download the client before the visit begins. To help reduce the risk of video issues, ensure that there is no conflicting software running in the background that can cause issues with enhanced video. This includes other applications that may try to use your webcam (e.g., WebEx, GoToMeeting, Skype, etc.). Be sure that you have completely quit or exited out of any of these applications prior to starting your visit.

If you experience issues with your video connection and you are on a managed network, contact your network administrator to ensure the network is configured correctly to allow enhanced video to operate.

Computer Hardware/Software Requirements

For access via the web, ensure that your workstation meets the requirements below.

  • Operating Systems:
    • Windows: 7, 8, and 10
    • Mac: OS X 10.6 “Snow Leopard” or later (Intel CPUs only)
    • Linux OS: (including Chromebook devices)
  • Processor: 2 GHz Intel Core 2 Duo or equivalent.
  • Memory: 2 GB or more
  • Hard Disk: 40 MB or more free space
  • Adobe Reader: 7 or greater installed
  • Camera/Video: The telehealth solution will work with most built‑in or external USB webcams. For ideal video quality, it is strongly recommended to use a high-definition web camera that supports 720p30 and higher.
  • Audio (microphone and speakers): For ideal audio quality, it is strongly recommended that an external microphone and speakers (or speakerphone device) with integrated echo cancellation is used. Even if you have a microphone that is built‑in to your PC or webcam, these microphones may result in choppiness and poor quality of audio for broadcasting your voice to the other party.
  • Monitor/Screen Setup: For providers who are documenting in their existing EMR/EHR system, a dual monitor setup is preferred. This will allow the EMR/EHR system to be used on one of the monitors, while viewing the patient video in the other monitor. Alternatively, if dual monitors are not an option, a single monitor can be used. If using a single monitor, the monitor should be large enough in size (21.5” with 1080p HD minimum) to allow for the patient video window and the EMR/EHR system window to exist side-by-side, with minimal or no overlap. The minimum size of the video window is 740 X 550.
    • Recommendation/User Choice: 27" 4k monitor(s) with UHD support (for most accurate color rendition and long term support for emerging standards)

Computer Settings

  • Multiple Accounts: If multiple users have logins on the same workstation, each user must log off when finished using the workstation (as opposed to just staying logged in and switching users).
  • Sleep / Power Save Mode: Workstations should be configured so that they do not go to sleep or into Power Save mode. This can result in network connectivity issues until the machine is rebooted.
  • Anti‑virus Software:
    • Certain anti‑virus software may interfere with video and audio connection. If you notice less than ideal conditions in the video or audio (e.g., audio choppiness), anti‑virus software may be interfering. Try disabling the anti‑virus software prior to conducting a visit. If you are using a company-issued computer, check with your IT department to ensure that the anti‑virus software on your local workstation is set up correctly.
    • Corporate network anti‑virus programs running on user workstations need to be configured to whitelist the American Well enhanced video client executable (telehealthvideo.exe). The whitelist configurations may need to be updated every time there is a software/version update to the American Well platform, since each update may change the unique hash value for the executable. Alternatively, clients can whitelist using American Well’s digital signature. Using this approach, clients’ whitelist configurations may only need to be updated annually, as American Well changes the signing certificate.

Kiosk Access

  • To ensure sufficient video quality, a wired internet connection is required.
  • The following are the minimum network connection properties
    • Upload: 5 Mb/s or greater
    • Download: 5 Mb/s or greater
    • Ping Latency: 30 msec or lesser
    • Network Jitter: 10 msec or lesser
    • All the necessary firewall port access settings.

Port Access & Network Connectivity

When accessing the service on a managed network, such as a corporate office, please coordinate with your network administrator to ensure that communication with the following URLs and ports are open:

  • https://[SERVICE DOMAIN]
  • https://reports.[SERVICE DOMAIN]

    The IP address and the URL of the site allocated for the client. For example:

    • [SERVICE DOMAIN] = https://amwell.com IP: 207.211.47.155
    • [SERVICE DOMAIN] = https://oc219.mytelehealth.com IP: 70.42.136.161

WebRTC URLs:

  • *.telehealthvideo.com
  • w1.xirsys.com
  • u1.xirsys.com

Other Support URLs:

  • *.cloudfront.net
  • evclient.americanwell.com
  • *.lookercdn.com
  • maintenance.myonlinecare.com
  • amwell.speedtestcustom.com
Port IP Addresses & URLs Specification Details
Enhanced Video
TCP Port 8444 70.42.136.0/23
70.42.251.0/24
50.224.88.0/23
209.49.0.128/25
HTTPS outbound to application, STAGING SYSTEMS ONLY Browser client connections to main website Web portal for STAGING systems
TCP Port 8443 207.211.35.128/25
207.211.42.128/25
207.211.47.128/25
207.211.52.0/24
70.42.136.0/23
70.42.251.0/24
50.224.88.0/23
209.49.0.128/25
HTTPS outbound to application Browser SSL client connections to Looker web portal, the administrative reporting service
TCP Ports: 80,443 207.211.35.128/25
207.211.42.128/25
207.211.47.128/25
207.211.52.0/24
70.42.136.0/23
70.42.251.0/24
50.224.88.0/23
209.49.0.128/25
HTTP/HTTPS outbound to web application Browser SSL client connections to main website and DR locations
WebRTC
TCP Ports: 443 70.42.136.0/23
70.42.251.0/24
185.36.126.64/27
109.205.10.0/27
207.211.35.128/25
207.211.52.0/24
34.67.162.64/27
34.75.210.64/26
34.86.82.64/26
34.105.26.96/27
34.94.174.64/27
34.106.178.96/27
HTTPS outbound to WebRTC server Browser client connections to WebRTC server
UDP and TCP Ports: 40000-49999 70.42.136.0/23
70.42.251.0/24
185.36.126.64/27
109.205.10.0/27
207.211.35.128/25
207.211.52.0/24
34.67.162.64/27
34.75.210.64/26
34.86.82.64/26
34.105.26.96/27
34.94.174.64/27
34.106.178.96/27
DTLS, TURN, STUN and SRTP protocol messaging to WebRTC and media servers Browser client connections to WebRTC and media servers
TCP Ports: 80,443 w1.xirsys.com
u1.xirsys.com
DTLS, TURN, STUN and SRTP protocol Browser client connections for TURN relay server

Amwell Kiosk

This section provides the system and network requirements needed to enable an Amwell Kiosk for your organization.

Kiosk Access

  • To ensure sufficient video quality, a wired internet connection is required.
  • The following are the minimum network connection properties
    • Upload : 5 Mb/s or greater
    • Download: 5 Mb/s or greater
    • Ping Latency: 30 msec or lesser
    • Network Jitter : 10 msec or lesser
    • All the necessary firewall port access settings.

Port Access & Network Connectivity

Enhanced Video URLs:

  • *.myonlinecare.net
  • *.vidyoconnect.com
Port IP Addresses & URLs Specification Details
Enhanced Video
TCP Port 80, 443 207.211.35.128/25
207.211.42.128/25
207.211.52.0/24
70.42.136.0/23
70.42.251.0/24
HTTPS: Outbound to Vidyo Portal Enhanced Video Client SSL connection for authentication and VidyoProxy
TCP Port 17992 70.42.136.0/23
70.42.251.0/24
EMCP: Outbound to Portal Proprietary control messaging for Client connection to Vidyo Manager
TCP Port 17990 70.42.136.0/23
70.42.251.0/24
SCIP: Outbound to Portal & Router Proprietary control messaging for Client connection to Vidyo Router
UDP Ports: 50000-65535 70.42.136.0/23
70.42.251.0/24
50.224.88.0/23
209.49.0.128/25
RTP/sRTP/RTCP: Bi‑Directional to and from VidyoRouter A/V media stream from clients (6 ports per client). RTP and RTCP pair for each audio and video stream
TCP Ports: 80, 443 207.211.35.128/25
207.211.42.128/25
207.211.47.128/25
207.211.52.0/24
70.42.136.0/23
70.42.251.0/24
50.224.88.0/23
209.49.0.128/25
HTTP/HTTPS outbound to web application Browser SSL client connections to main website and DR locations

Amwell Home & Kiosk

This section provides the system and network requirements needed to enable the Amwell Home platform and Kiosk for your organization.

Mobile Access

Connectivity

For the best experience when using the Amwell Home white label app on your mobile device, a wi‑fi connection is recommended, and may be required by the service operator in order to have a visit. If allowed by the service operator, a cellular (3G/4G) connection can be used.

For the best experience and quality, ensure that you have a strong signal (4‑5 bars) when connected to a cellular network. Also, a minimum bandwidth of 3 Mb/s upload/download is recommended. You can check your bandwidth by using the Speedtest by Ookla app. If you don’t have the app installed, you can navigate to speedtest.net on your mobile web browser, at which point you will be directed to either the App Store or Google Play Store (depending on your device) to download the app.

Access for Patients

Patients can access an Amwell Home white label app from their Android or iOS mobile device, using the native consumer mobile app. If the patient has been scheduled for a visit, he/she will receive an email with instructions on how to download the app. Alternatively, patients can visit Google Play or the Apple Store to download the app and follow the instructions to get started!

Amwell Home white label app is not currently available using a mobile web browser.

Access for Providers

Providers can make themselves available to connect with patients on an Amwell Home white label app from any iOS mobile device (i.e., iPad, iPhone, or iPod Touch) by downloading the American Well for Clinicians mobile app from the Apple Store.

Amwell Home white label app is not currently available using a mobile web browser.

Device Requirements

To use Amwell Home white label app on your mobile device, ensure that your device meets the requirements below.

  • Amwell Home white label app app is installed (see above)
  • To support two‑way video visits, your device must have a front-facing camera
  • Operating System - iOS (iOS 11.4 or later is required)
    • iPhone 5 and newer iPad 4th Gen and newer
    • iPad mini 2 and newer iPod Touch 6th generation and newer
  • Operating System - Android API 19 (KitKat v4.4.0 or above)
    Note: only applicable for consumer app
    • Android Phone
    • Android Tablet
    • Not supported: HTC myTouch, all Prestige devices, and the PantechP9070

Web Access (PC/Mac/Laptop)

Connectivity

To test your internet connectivity, click the “Test My Computer” button in the primary navigation bar, and follow the on‑screen instructions. For the best experience when using Amwell Home on the web, high‑speed broadband Internet access (e.g., cable, DSL) is recommended. For the best experience, a minimum bandwidth of 3 Mb/s upload/download is recommended.

Browser Requirements (Patients and Providers)

Amwell Home can be accessed from the web using any of the browsers listed below. Both JavaScript and Cookies must be enabled in the browser settings.

Video Recommendations

Users will be required to download the enhanced video client prior to starting a visit. This can be performed during the "Test My Computer" exercise. Otherwise, users will be prompted to download the client before the visit begins. To help reduce the risk of video issues, ensure that there is no conflicting software running in the background that can cause issues with enhanced video. This includes other applications that may try to use your webcam (e.g., WebEx, GoToMeeting, Skype, etc.). Be sure that you have completely quit or exited out of any of these applications prior to starting your visit.

If you experience issues with your video connection and you are on a managed network, contact your network administrator to ensure the network is configured correctly to allow enhanced video to operate.

Computer Hardware/Software Requirements

For access via the web, ensure that your workstation meets the requirements below.

  • Operating Systems:
    • Windows: 7, 8, and 10
    • Mac: OS X 10.6 “Snow Leopard” or later (Intel CPUs only)
    • Linux OS: (including Chromebook devices)
  • Processor: 2 GHz Intel Core 2 Duo or equivalent.
  • Memory: 2 GB or more
  • Hard Disk: 40 MB or more free space
  • Adobe Reader: 7 or greater installed
  • Camera/Video: The telehealth solution will work with most built‑in or external USB webcams. For ideal video quality, it is strongly recommended to use a high-definition web camera that supports 720p30 and higher.
  • Audio (microphone and speakers): For ideal audio quality, it is strongly recommended that an external microphone and speakers (or speakerphone device) with integrated echo cancellation is used. Even if you have a microphone that is built‑in to your PC or webcam, these microphones may result in choppiness and poor quality of audio for broadcasting your voice to the other party.
  • Monitor/Screen Setup: For providers who are documenting in their existing EMR/EHR system, a dual monitor setup is preferred. This will allow the EMR/EHR system to be used on one of the monitors, while viewing the patient video in the other monitor. Alternatively, if dual monitors are not an option, a single monitor can be used. If using a single monitor, the monitor should be large enough in size (21.5" with 1080p HD minimum) to allow for the patient video window and the EMR/EHR system window to exist side-by-side, with minimal or no overlap. The minimum size of the video window is 740 X 550.
    • Recommendation/User Choice: 27” 4k monitor(s) with UHD support (for most accurate color rendition and long term support for emerging standards)

Computer Settings

  • Multiple Accounts: If multiple users have logins on the same workstation, each user must log off when finished using the workstation (as opposed to just staying logged in and switching users).
  • Sleep / Power Save Mode: Workstations should be configured so that they do not go to sleep or into Power Save mode. This can result in network connectivity issues until the machine is rebooted.
  • Anti‑virus Software:
    • Certain anti‑virus software may interfere with video and audio connection. If you notice less than ideal conditions in the video or audio (e.g., audio choppiness), anti‑virus software may be interfering. Try disabling the anti‑virus software prior to conducting a visit. If you are using a company-issued computer, check with your IT department to ensure that the anti‑virus software on your local workstation is set up correctly.
    • Corporate network anti‑virus programs running on user workstations need to be configured to whitelist the American Well enhanced video client executable (telehealthvideo.exe). The whitelist configurations may need to be updated every time there is a software/version update to the American Well platform, since each update may change the unique hash value for the executable. Alternatively, clients can whitelist using American Well’s digital signature. Using this approach, clients’ whitelist configurations may only need to be updated annually, as American Well changes the signing certificate.

Kiosk Access

  • To ensure sufficient video quality, a wired internet connection is required.
  • The following are the minimum network connection properties
    • Upload: 5 Mb/s or greater
    • Download: 5 Mb/s or greater
    • Ping Latency: 30 msec or lesser
    • Network Jitter: 10 msec or lesser
    • All the necessary firewall port access settings.

Port Access & Network Connectivity

When accessing the service on a managed network, such as a corporate office, please coordinate with your network administrator to ensure that communication with the following URLs and ports are open:

  • https://[SERVICE DOMAIN]
  • https://reports.[SERVICE DOMAIN]

    The IP address and the URL of the site allocated for the client. For example:

    • [SERVICE DOMAIN] = https://amwell.com IP: 207.211.47.155
    • [SERVICE DOMAIN] = https://oc219.mytelehealth.com IP: 70.42.136.161

WebRTC URLs:

  • *.telehealthvideo.com
  • w1.xirsys.com
  • u1.xirsys.com

Enhanced Video URLs:

  • *.myonlinecare.net
  • *.vidyoconnect.com

Other Support URLs:

  • *.cloudfront.net
  • evclient.americanwell.com
  • *.lookercdn.com
  • maintenance.myonlinecare.com
  • amwell.speedtestcustom.com
Port IP Addresses & URLs Specification Details
Enhanced Video
TCP Port 80, 443 207.211.35.128/25
207.211.42.128/25
207.211.52.0/24
70.42.136.0/23
70.42.251.0/24
HTTPS: Outbound to Vidyo Portal Enhanced Video Client SSL connection for authentication and VidyoProxy
TCP Port 17992 70.42.136.0/23
70.42.251.0/24
EMCP: Outbound to Portal Proprietary control messaging for Client connection to Vidyo Manager
TCP Port 17990 70.42.136.0/23
70.42.251.0/24
SCIP: Outbound to Portal & Router Proprietary control messaging for Client connection to Vidyo Router
UDP Ports: 50000-65535 70.42.136.0/23
70.42.251.0/24
50.224.88.0/23
209.49.0.128/25
RTP/sRTP/RTCP: Bi‑-Directional to and from VidyoRouter A/V media stream from clients (6 ports per client). RTP and RTCP pair for each audio and video stream
TCP Port 8444 70.42.136.0/23
70.42.251.0/24
50.224.88.0/23
209.49.0.128/25
HTTPS outbound to application, STAGING SYSTEMS ONLY Browser client connections to main website Web portal for STAGING systems
TCP Port 8443 207.211.35.128/25
207.211.42.128/25
207.211.47.128/25
207.211.52.0/24
70.42.136.0/23
70.42.251.0/24
50.224.88.0/23
209.49.0.128/25
HTTPS outbound to application Browser SSL client connections to Looker web portal, the administrative reporting service
TCP Ports: 80, 443 207.211.35.128/25
207.211.42.128/25
207.211.47.128/25
207.211.52.0/24
70.42.136.0/23
70.42.251.0/24
50.224.88.0/23
209.49.0.128/25
HTTP/HTTPS outbound to web application Browser SSL client connections to main website and DR locations
WebRTC
TCP Ports: 443 70.42.136.0/23
70.42.251.0/24
185.36.126.64/27
109.205.10.0/27
207.211.35.128/25
207.211.52.0/24
34.67.162.64/27
34.75.210.64/26
34.86.82.64/26
34.105.26.96/27
34.94.174.64/27
34.106.178.96/27
HTTPS outbound to WebRTC server Browser client connections to WebRTC server
UDP and TCP Ports: 40000-49999 70.42.136.0/23
70.42.251.0/24
185.36.126.64/27
109.205.10.0/27
207.211.35.128/25
207.211.52.0/24
34.67.162.64/27
34.75.210.64/26
34.86.82.64/26
34.105.26.96/27
34.94.174.64/27
34.106.178.96/27
DTLS, TURN, STUN and SRTP protocol messaging to WebRTC and media servers Browser client connections to WebRTC and media servers
TCP Ports: 80, 443 w1.xirsys.com
u1.xirsys.com
DTLS, TURN, STUN and SRTP protocol Browser client connections for TURN relay server

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)

Amwell Patient Portal requirements, can be viewed here: Amwell Patient Portal technical requirements

Supported Web Browsers

OS Platform Web Browser Unsupported
Windows 10+ Chrome (last 3 versions)
Edge Chromium (last 3 versions)
IE11 (Amwell Electron Plug-in required)***
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.

  • 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.
    **You can view Amwell Patient Portal technical requirements here .
    ***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.

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+ iPad 6/7/8
iPad Pro Gen 4/5
Safari (last 3 versions)
Android 9.0+* Samsung S8 (and newer)
Samsung Galaxy Tablet S6/S7
Chrome (last 3 versions)

*While other Android devices may work, testing for Android is only verified on Google Chrome on Samsung devices.

Mobile App Requirements

Mobile browsers are not supported at this time. We recommend that you use one of the following mobile applications specific to your workflow requirements.

Mobile App Device Compatibility*
Amwell Touchpoint iOS 13.1+
iPhone 6s+

iPad iOS 13.1+
iPad Gen 6/7/8, iPad Pro Gen 4

Android 9.0+
Galaxy s8+
Amwell Touchpoint Tablet
Amwell Touchpoint Tablet
(part of the Amwell Touchpoint mobile app)
iOS 13.1+
iPhone 6s+

iPad iOS 13.1+
iPad Gen 6/7/8, iPad Pro Gen 4

Android 9.0+
Samsung Galaxy Tablet-S6,S7

*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 allowlist the following IP address:
    • 198.2.178.167

Firewall Allow list Requirements

The Amwell Hospital platform requires mandatory firewall permissions for minimum application functionality.

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 *.avizia.com
*.avizia.io
Mandatory Secure WebRTC TCP 443 Outgoing, Established *.avizia.com
*.avizia.io
18.204.64.0-31
18.207.64.121
54.172.60.0 - 54.172.61.255
34.203.250.0 - 34.203.251.255
54.244.51.0 - 54.244.51.255**
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 40000-49999
33000-33499
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 40000-49999
33000-33499
Outgoing, Established 18.204.64.0-31
18.207.64.121
34.197.115.173
34.197.150.170
34.227.122.4
52.45.34.112
52.45.39.156
18.204.64.21
18.204.64.22
18.204.64.23
18.204.64.24
18.204.64.25
18.204.64.26
18.204.64.27
18.211.52.109
18.213.174.39
18.232.19.174
184.72.160.181
23.21.107.38
3.208.130.218
3.222.53.94
3.224.176.73
3.227.223.125
3.228.161.51
34.192.247.143
34.193.245.37
34.195.10.252
34.198.169.26
34.199.81.209
34.200.22.65
34.225.222.244
34.230.136.95
34.232.0.86
34.232.14.147
35.168.195.217
35.168.217.157
35.170.175.232
50.19.207.165
52.1.227.220
52.20.107.20
52.20.130.77
52.20.93.110
52.203.167.103
52.205.163.92
52.205.204.151
52.206.134.222
52.22.214.169
52.22.34.32
52.23.59.95
52.23.7.230
52.45.147.98
52.45.203.222
52.5.222.231
52.72.189.250
54.165.213.9
54.173.28.112
54.175.199.101
54.235.119.232
18.205.132.106
18.208.1.134
18.234.13.247
18.235.238.80
3.219.236.107
3.222.68.91
3.224.89.6
3.231.187.184
3.81.178.239
34.198.118.110
34.198.155.144
34.200.118.224
34.204.230.253
34.205.227.147
34.231.53.231
34.233.104.108
34.234.53.18
52.20.119.210
52.20.171.7
52.23.39.75
52.44.2.73
52.71.213.142
54.157.4.151
54.205.195.32
54.86.41.103
3.235.111.0/27
3.235.111.64/26
3.238.211.64/27
34.75.154.64/26
34.75.18.64/26
34.75.114.64/26
Media (STUN/TURN)*

Reduces number of ports required, however, increases connection time
UDP & TCP 443, 3478 (UDP & TCP) 5349 TCP Outgoing, Established 54.172.60.0 - 54.172.61.255,
34.203.250.0 - 34.203.251.255
54.244.51.0 - 54.244.51.255**

*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.