Mac, Chromebook, or Linux are not supported. Televero Health only supports Windows 11 and greater PC.

All Televero Health providers must use a computer that meets or exceeds these minimum specifications:

Processor

• Intel Core i5 (11th gen or newer) or AMD Ryzen 5 (5000 series or newer)
• This gives enough power for video calls while running electronic health records or other apps

RAM

• 16GB minimum
• 32GB is better

Storage

• 256GB SSD minimum
• SSD is non-negotiable, traditional hard drives will make everything feel sluggish

Webcam

• 1080p minimum (built-in or external)
• 4K is a nice upgrade for better video quality

Display

• Laptop: 14-15 inch, 1920x1080 resolution minimum
• Desktop: 24 inch monitor, 1920x1080 minimum
• Healthcare professionals read a lot of text and view images, so clarity matters

Internet

• Fiber or cable modem connection
• 25 Mbps download / 10 Mbps upload minimum
• Wired ethernet connection required (WiFi not recommended for telehealth sessions)

Audio

• Wired headset with 3.5mm jack and microphone (no Bluetooth or wireless)
• Built-in laptop speakers and microphones are not to be used due to echo and privacy concerns

Operating System

• Windows 11 Pro with all latest updates installed from Windows Update
• We do not support Mac or Chromebook

Nice to have but not essential

• Dual monitors for desktop setups (huge productivity boost)
• Webcam with privacy shutter
• Backup power supply or good laptop battery

Televero Health only supports the use of its systems when they are accessed through the official secure remote desktop. This remote desktop is a virtual computer that can be accessed from any personal computer using the following method:

• Desktop App: By installing the official "Windows app" from the Microsoft Store or the Apple App Store.

Issues that occur outside of this remote desktop environment are considered unsupported.

Televero Health does not support your personal computer (PC or Mac) in any way. Support responsibilities do not include your hardware, personal software, printers, or home network configuration.

The Sole Exception: Assistance will be provided for the installation of the official "windows app" from the Microsoft Store or Apple App Store, and the Zoom VDI Plugin. This app allows you to log into the secure remote desktop from your personal computer. Any other issue related to your personal device is unsupported.

For the best performance and a stable connection, Televero Health strongly recommends using a hardwired Ethernet cable to connect your computer to your router instead of using Wi-Fi. The Ethernet cable should be connected directly to your internet router or modem.

Due to the extreme resource and reliability requirements for conducting telehealth video and audio sessions, it is imperative that you use an Ethernet cable to ensure you have the best quality connection. Although Wi-Fi may be used, if you report a performance issue, you will be required to connect via an Ethernet cable as the first step in troubleshooting before any further assistance can be provided.

To ensure clear and professional communication, specific audio equipment is required.

• Supported Device: Televero Health only supports the use of a hardwired headset (a single unit combining earbuds/headphones and a microphone) that connects via a standard 3.5mm jack.
• Unsupported Devices: The following audio sources are not supported: any Bluetooth or wireless headsets, the microphone built into your computer or webcam, or the speakers built into your computer.

Audio issues will not be troubleshooted if you are not using the required hardwired headset.

Televero Health strongly recommends keeping the operating system on your personal computer (PC or Mac) updated with the most recent security and software updates at all times. While Televero Health cannot access or take responsibility for your personal machine, it is critical that you keep it updated for the best performance.

To ensure the highest quality and reliability, all users must follow these guidelines for using Zoom.

• Required Method: Televero Health only supports the use of the Zoom app for all telehealth sessions. The app is installed inside your remote desktop, and this is where you must conduct all of your sessions.
• Unsupported Method: Using Zoom within a web browser (such as Microsoft Edge, Chrome, or others) is not supported.
• Exception: In the event of a technology problem that prevents the use of the Zoom app, you should resort to the options outlined in the Technology Fallback Protocol.

This protocol should be followed when technical issues prevent a normal session.

• Proactive Communication: At the beginning of each session, let patients know that if issues occur, you will call them directly on their phone to continue.
• One-Time Setup - Doximity: Download the Doximity mobile app from the Google Play Store or the Apple App Store on your mobile device and set up your Caller ID to display 512-956-5003. This must be done in advance.
• One-Time Setup - AdvancedMD Mobile (iPhone/iPad only): Download the AdvancedMD Mobile app from the Apple App Store. Enter Office Key 154586, then sign in with your Televero Health email and password. Install the Zoom app on the same device. This must be done in advance.

Procedure During Failure - From Your Mobile Phone:

1. Doximity Voice Telephone Call (Most Reliable): Text the patient via the Doximity app to inform them of the issue and that you will be calling from the secure number. Then, use the Doximity dialer to call them and complete the session by phone. Note the issue in your documentation.
2. Doximity Video Call (Alternative): If the issue is likely your home internet, you can try holding a video session via the Doximity app on your phone. You must disable Wi-Fi on your phone to force the app to use your cellular network.
3. AdvancedMD Mobile + Zoom (iPhone/iPad Alternative): Open the AdvancedMD Mobile app, click Schedule or Patient, then click Provider List View. Tap the appointment to launch the Zoom session. It will automatically open in the Zoom app on your iPhone or iPad with no Zoom login required. If your home internet is the issue, disable Wi-Fi on your device to force cellular.

Due to security requirements, access to Microsoft 365 applications—such as Word, Excel, Outlook, and Teams—is restricted to approved methods only.

• Desktop Access: The full suite of Microsoft 365 applications is available and supported only inside the remote desktop using the Microsoft Windows App available in the Microsoft Store or the Apple Store.
• Mobile Access: On your phone, you may access email and messages by installing the official Outlook and Teams apps from the Apple App Store or the Google Play Store.

When you first access the remote desktop, or from time to time, you may get a prompt asking for permission to access your location, camera, or microphone. You must always click 'Allow' or 'Accept'.

If you click 'No' or 'Deny', you will not have access to your camera or microphone inside the remote desktop. If you have already done this and are experiencing issues, please see the section below named 'Microphone & Camera Troubleshooting in the Remote Desktop'.

For security purposes, you must install the Microsoft Authenticator app on your smartphone, as it is required for multi-factor authentication (MFA).

IMPORTANT: Procedure for Getting a New Phone

The security credentials in the Microsoft Authenticator app cannot be moved to a new device using a standard phone backup. You must open the Authenticator app and follow the explicit instructions for creating a cloud backup BEFORE you deactivate your old phone. Failure to do this will require a manual authenticator reset, which will cause a significant delay in your ability to access Televero Health systems.

Now Available

Always make sure you have the latest version of the Zoom VDI plugin installed on your local computer, not inside the remote desktop.

Download and Installation:

• Windows PC version: https://televerohealth.com/zoompc
• MacOS version: https://televerohealth.com/zoommac

IMPORTANT: This plugin is available for Windows PC and MacOS.

The Zoom VDI plugin for Azure Virtual Desktop will support PC and MacOS The use of Mac in its environment - only to install the windows app and the Zoom pluginn which is on a best effort basis.

What is the VDI Plugin?

You will benefit from using the Zoom VDI Plugin.

The Zoom VDI Plugin is a small application that you install on your local Windows computer and Mac (not in the remote desktop). When you join a Zoom meeting through the remote desktop, the plugin takes over the heavy lifting of processing your video and audio locally on your machine, then sends the optimized stream to the remote desktop session. This reduces latency and can significantly improve call quality because your camera and microphone are being processed directly by your local computer's hardware rather than being sent through the remote desktop connection first.

Important Requirements:

• Close any other applications that use your camera or microphone on your local machine before starting a Zoom session
• Make sure the Teams app is not running on your local computer
• Make sure your personal Zoom app is not running on your local computer
• Having these apps open will cause conflicts with the VDI plugin

Once installed, the plugin runs automatically in the background. You don't need to configure anything. Simply join your Zoom meetings through the remote desktop as you normally would, and the plugin will handle the optimization automatically.

Before reporting any technical problem, the first and most critical troubleshooting step that must be performed is a full restart of your personal computer.

Why is this required? Restarting a computer clears out temporary software glitches, resolves memory conflicts, and correctly resets background processes that may be causing errors. This simple action resolves a vast number of common issues and provides a clean state, which is necessary before any further troubleshooting can be effective.

If you are having problems with internet connectivity, you must complete the following two steps before reporting an issue.

1. Restart your internet modem and/or router.
2. Restart your personal computer (which should have already been done per item #12).

After both devices have fully restarted, please try to connect again.

If you are having problems connecting to the remote desktop, you must first ensure that the remote desktop application on your personal computer or mobile device is updated to the latest version. Check for and install any available updates from the appropriate app store.

When experiencing technical problems during a Zoom appointment, the issue could be on your end or the patient's end. Just as Televero Health employees are instructed, the web browser version of Zoom is not as reliable or high-quality as the dedicated Zoom app.

Your Role as the Provider: If you are having issues with a patient's connection during a session, please advise them to install the Zoom app before their next appointment to minimize future problems. To address any concerns, you can inform them that there is no cost to download the app, and they do not need an account, login, or password to join their appointments.

When using the Medwriter application, you must use the installed Zoom app version.

Warning: Failure to do so will almost always cause problems. Using Medwriter while running Zoom in a web browser (like Chrome or Edge) is known to cause screen lockups, freezes, and session disconnects. If you experience these symptoms, it is a clear sign that you must switch to the Zoom app.

Click Here For Medwriter Instructions

If Medwriter is not picking up the patient's voice during a session, you must disable Windows Audio Enhancements on your microphone. This is done on your personal computer, not inside the remote desktop.

1. Open Settings on your personal computer.
2. Click on System.
3. Click on Sound.
4. Find the Input section and click the right arrow next to your microphone to open its properties.
   • IMPORTANT: If you have more than one microphone listed under Input, you must repeat this step for each one.
5. Scroll to the bottom and find Audio enhancements. Set it to Off.
6. All done. Medwriter should now pick up your patient's voice.

Click Here For Step-by-Step Screenshots

If a patient cannot hear you or your camera is not working during a session, the problem is most likely caused by incorrect privacy settings. It is very important that these settings are checked in two places: first on your personal computer, and then again inside the remote desktop itself.

To check and fix these permissions in Windows:

1. Open the Start Menu and click on Settings.
2. Navigate to Privacy & Security.
3. Under the App permissions section, select Microphone (and then repeat these steps for Camera).
4. Inside the permissions screen, you must ensure several settings are turned ON:
   • Microphone access (or Camera access) must be On.
   • Let apps access your microphone (or camera) must be On.
   • Let desktop apps access your microphone (or camera) must be On.
5. In the list of apps, specifically find and enable access for "Microsoft Teams (work or school)" and "Zoom," if they appear in the list.

CRITICAL: You must verify these settings on BOTH your personal computer and AGAIN inside the remote desktop environment. If permissions are not enabled on your personal computer first, the devices will not be available to the remote desktop.

Click to download instructions

This is a known issue that can occur for Mac users. If you receive error code 300005b when trying to connect to the remote desktop, you must follow this specific procedure to resolve it:

1. Uninstall: Completely uninstall the "Windows app" (Microsoft Remote Desktop) from your Mac.
2. Restart: Perform a full restart of your Mac computer. This step is mandatory.
3. Reinstall: Once your computer has restarted, go back to the Apple App Store and reinstall the application.
4. Reconfigure: After reinstalling, you will need to add your Televero Health email address and credentials again to load your remote desktop.

This instruction applies to both Mac and Windows users. If you receive a message stating "no resources available" when trying to launch the remote desktop:

1. Restart your computer.
2. Contact the Help Desk.

If you find the remote desktop is frequently disconnecting, kicking you out, or glitching, this is almost always caused by an internet connectivity issue, often due to Wi-Fi instability or problems with your Internet Service Provider (ISP).

Before reporting the problem, you must perform the following mandatory steps:

1. Restart your modem and/or router as outlined in the "Basic Internet Connectivity Troubleshooting" section.
2. Ensure you are using a hardwired Ethernet cable connected directly from your computer to your modem/router, as required by the "Wired Network Connection" policy.