Unstable Internet Connection

To achieve the best experience working with Amelia we recommend
ensuring that you have a good internet connection. You can read more
below about why a good internet connection is important and how to
ensure your connection is sufficient for working with Amelia!

There may be occasions when your internet connection is not stable enough to
achieve a maintained connection between the platform and headset or smartphone,
this may impact the quality of your experience with Amelia.

Even if your internet works well for regular usage, the requirements for Amelia are
related to the stability of the connection. Amelia needs to have a stable connection in
order to constantly send and receive the correct information between the headset or
smartphone and the platform. If there is a momentary lapse of internet connection
some information can be lost and may result in difficulty pairing the device, the device becoming disconnected, slower load of environments, or delays between what has displayed the visor (viewer) in the platform and what is seen in the device.

If you encounter a problem that could be related to this, we recommend:

1. Trying a new WiFi connection and/or a hotspot like your phone’s data, in
order to confirm or discard whether the connection is causing difficulty.
2. Complete an internet SpeedTest. You can send a screenshot of it to our
Customer Success team email help@ameliavirtualcare.com, so we can advise
on the quality of the connection.
3. Download the StarTrinity app on your computer to run a continuous speed
test whilst running a test session in the platform, if you need assistance on
how to run the test please contact Customer Success for further details on
how it works. You can send the results to our Customer Success team email
help@ameliavirtualcare.com, so we can advise on the quality of the
connection.

If you believe you have an unstable internet connection, we recommend the
following to improve your experience with Amelia:

- Disable the HQ Visor via the configuration settings in your account. (The low
quality visor does not allow you to hear the audio of the environment via the
platform and has a low-quality view of what the patient is seeing, however, it
has significantly less internet connection requirements)
- Plan in advance to allow time for environments to load, and instruct patients
on the objectives and context of an exposure whilst the environment is
loading.
- Limit the number of devices that are using the same internet connection
during your session.
- Close extra windows in your browser that you are not using during the
appointment.