System and Network Requirements - Amwell Hospital Patient Portal

This documentation was last updated on: 3/22/2024 3:45:22 PM (UTC).

Please find the System and Network requirements for Amwell Hospital Patient Portal below. Please click here to view Amwell’s full list of Products and their network requirements.

Please click here to view the complete System and Network Requirements change log.

Amwell Hospital Patient Portal

This article provides details on the minimum requirements necessary to enable the Amwell Hospital Patient portal and is inclusive of Quick Connect Guest Invitations via SMS or Email.

Quick Technical check for Computers and Mobile Devices:

Amwell Concierge Pre-Appointment Tech Check

This advance tech check is available on all client sites (https://customername.avizia.com/#/techcheck)

Network Speed Test

Click “Start Test” for a Network Speed Check

Expected speeds: 2Mbps Upload and 3Mbps Download

(Less than 1Mbps Upload or Download not recommended for Video visits.)

• 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.

NOTE: Video is not recommended on LTE or Mobile Data

Browser Check

Browser Check (https://www.whatismybrowser.com)

Windows Version Check (Windows 10 or newer)

Note: To find out which version of Windows your PC is running, press Windows logo key + R, type winver, then select OK

Mac Version Check (OS X 10.14 or newer)

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 and 40000-49999
  • 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

NOTE: Ensure that your browser window maintains at least 960px width. Otherwise, some features and functionality may not be available. *The last three versions of each browser will be supported

If you must use a mobile browser to access the Amwell platform, refer to the following requirements*:

• JavaScript and cookies enabled

Mobile Device Requirements

* NOTE: The Amwell Hospital mobile apps (AW Touchpoint) have 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.

SSO

• Amwell supports SSO via ADFS v3

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 10.14 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.

• 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 is 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

*Please note that browsers running inside a virtual machine such as Citrix may experience low-quality video. We recommend working with Citrix to optimize your virtual machines for video streaming. Alternatively, your virtual machines could be configured to open any Avizia.com web pages on the local desktop so that the video call is routed directly.

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.

NOTE: We will not be changing any existing URLs from avizia.com to americanwell.com or amwell.com. We will not touch these to avoid impacting existing links and workflows at this time.

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:

*Fail-over in case 40000-49999 cannot establish connection.