Session Technical Preparation Checklist

1. Check if your connection speed meets minimum requirements.

   • Go to http://www.speedtest.net/, click "Go" button and wait for the results to appear.

   • Ping: 25 or less. If the ping is higher than 25, you may run into connectivity issues.

   • Download: 3MB/sec

   • Upload: 3MB/sec

   • If the connection speed does not meet minimum requirements, try using wired network connection instead of wireless connection and run the test again. If it does not help, contact your Internet Service Provider to upgrade your network to meet the minimum requirements.

2. Download required browser. Please, refer to this Article on how to download or update your browser.

3. Verify your headphones and microphone are connected to your computer.

4. Verify your mouse is connected to your computer.

5. Run "Test Setup" to test your mic, video and connection before each telehealth session.

   • The test set-up is available on your platform- Sign in to you room (the actual platform- not our main site) and click on "Test Setup" button. The test will check for the following: Your camera and microphone setup, speaker, and network configuration. 

   • If you are a patient and not sure what is the name of your platform, either reach out to your provider or search your inbox for emails from TheraPlatform. We send a welcome email with the name of your provider's platform.

6. Make sure your computer is 3 years or newer and it is either Windows (we recommend windows 10) or Mac.

7. If you are using iOS device such as iPhone or iPad, make sure to use Safari browser to connect and your iOS version is 11.2 or higher.

8. Adjust Firewall settings if necessary.

   • On restricted networks such as schools or hospitals, the IT may need to adjust firewall settings in order to receive and send video.

   • Open TCP port 443 for outbound SSL and non-SSL traffic to *.theraplatform.com 

     Open UDP port 3478 for inbound and outbound traffic to *.theraplatform.com

   • If you are able to configure your firewall settings only by IP address, please contact us.

   • Whitelist the following domains: *.theraplatform.com, *.cloudfront.net, *.s3.amazonaws.com 

   • Important: Once you open the port run Test Setup.