Upcoming January App & OS Updates for Amwell C250, C500, TV Kit 100

 Anticipated deployment date:

 Mid-January, 2022

 Deployment window:

 9-9:30PM ET


Important Information Regarding the Upcoming January Amwell C250, C500, and TV Kit 100 Update

Amwell is preparing for C250, C500, and TV Kit 100 App and OS updates that are planned for mid-January 2022. We will provide the detailed release window as our development and QA teams finalize these updates.

Please review the following to ensure you are prepared for these updates and changes. You can view the Release Notes included below for full details.

Important Note

  • This update requires OS v2.3.8 or newer for it to be installed

Key Enhancements and Issues Resolved

  • Added Wi-Fi Roaming Threshold configuration
  • The device now enters Camera Privacy Mode upon bootup and upon camera connection
  • Fleet Monitoring can now alert if the PTZ camera is disconnected on the C250 and C500
  • Resolved an issue with PTZ camera connectivity on the C250 and C500
  • Resolved an issue related to audio and video device availability when connected during a call

January 2022 Release Notes

We will be releasing new App and OS updates for the C250, C500, and TV Kit 100 Carepoints. These releases includes a number of enhancements and issue resolutions listed below. There is an important note pertaining to this update we would like you to be aware of and are clear on what to expect with this update.


This Update Requires OS v2.3.8

This update requires that your device is running OS v.2.3.8 or newer. This is the OS update that was released on December 8th, 2021.

If your device is running an older OS, this update will simply not install — your device will continue to operate as it does today, but the enhancement and issue resolutions will not take effect until you update to this new OS.


List of Enhancements

  • Camera Disconnected alert on C500 
    The Camera Disconnected alert from Fleet Monitoring now supports C500 10x and 20x zoom versions. When the external camera on a C500 is disconnected, the Fleet alert will trigger if it is enabled in your alert configuration
  • PTZ camera will move to privacy mode upon startup and camera connection 
    The PTZ camera on the C250, C500, and TV Kit 100 will move to the privacy position upon device boot up and upon camera connection. Previously this mode would only take affect after a call
  • Wi-Fi roaming threshold 
    The C250 and C500 devices now allow you to configure the Wi-Fi roaming aggression threshold. Consult your IT team to determine the optimal setting for your network configuration. To configure this setting, on the C250 or C500 device navigate to Settings/Connectivity/My Device and choose your desired setting and press Save.

    • Min -77 dB
    • Low -72 dB
    • Med -67 dB (default)
    • High -62 dB
    • Max -57 dB



Issues Resolved

  • C250 and C500 PTZ Camera Connectivity 
    Resolved some potential issues that could cause the external PTZ to become disconnected and unavailable for provider controls
  • Issues with audio and video device availability when peripherals were connected or disconnected during a call 
    Resolved some issues related to connecting or disconnecting devices such as stethoscopes or external microphones during a call which could cause the audio and video input devices to switch inadvertently or stop transmitting.


Please review the instructions for updating at the bottom of this page to know whether you will have to manually download and install the updates, or if you are set up to automatically download and install the latest updates.

NOTE: You can view the Amwell Hospital Web & Mobile Updates page for a list of updates made across the Hospital platform (including bugfixes, hotfixes, etc.).
 You can also get a glimpse of notable new features and updates that are Coming Soon in the upcoming weeks and months. Both of these pages will require a one-time registration and login if you have not already registered for this site.



Updating your C250, C500, TV Kit 100

All updates on the C250, C500, and TV Kit 100 are managed remotely through the Amwell Fleet Monitoring portal. Updates can either be applied automatically, or you can choose to manually trigger updates on a per-device basis.

If your device's settings are set to 'Simple' (default) or 'Advanced - Auto-Reboot', then one or both of these items will download the update(s) automatically when it detects the availability of a new version of the application and/or OS. The 'Simple' setting will download the OS update file only and will wait for a manual reboot to install the OS update. 'Advance - Auto-Reboot' will download the OS update and initiate a reboot to automatically install the OS update.

If the device's settings are set to 'Advanced - Manual', then please review the following instructions to manually update your device.

Refer to your device's User Guide for more information on "Remote Device Management" for each of the system update options.


In the Fleet Monitoring Dashboard, select the endpoint device to be updated and you can find the Application Version and OS Version under 'Device Info'.



To update your device to the latest versions of the app and/or OS, navigate to the 'Commands' tab for your selected endpoint device and choose 'Push App Update' or 'Push OS Update.'

You must update each item one at a time.

NOTE: The OS update will require a system reboot. 



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