Amwell Hospital Minimum Technical Requirements

This article provides the minimum technical 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.

Back to top ↑


Video Visits Network Requirements

Use the Network Speed Test above to check your upload and download speeds.

  • Required minimum Upload speed for Video Visits: 2Mbps
  • Required minimum Download speed for Video Visits: 3Mbps

*Upload or Download speeds less than 1Mbps is not recommended for Video visits.

Back to top ↑


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

Back to top ↑


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

mswin10logo.png

*Amwell will be ending support for Windows 7, Windows 8, and Windows 8.1 effective April 15, 2021

Back to top ↑


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.

apple_icon.png

mceclip0.png

Back to top ↑


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.

Back to top ↑


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.

Back to top ↑


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
  • 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.

Back to top ↑


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.

Back to top ↑


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.

Back to top ↑


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
(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.

Back to top ↑


SSO

    • Amwell supports SSO via ADFS v3

Back to top ↑


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

Back to top ↑


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).

Back to top ↑


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

Back to top ↑


Firewall Allowlist 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, Incoming

  • *.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, Incoming

  • atom-avizia-com.s3.amazonaws.com

Highly Recommended

Preferred - Media (RTP/RTCP)

UDP & TCP

40000-49999

33000-33499

Outgoing, Incoming

  • *.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, Incoming

  • 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, Incoming

  • 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.

Back to top ↑


Version History

Last updated by: 2021-0505 | PV

Was this article helpful?
2 out of 2 found this helpful
Have more questions? Submit a request