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Is my device compatible with Mend?

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Device Compatibility

In most cases, all you need to use Mend is a compatible smartphone, tablet, or computer. That's it!

The best way to test whether your device is compatible with Mend Video Visits is to take our Video Visit Connection Test. But to prepare, feel free to take a look at the recommendations below to make sure the device you already own is set up for a successful connection with your provider. 

This article covers:

Desktop or Laptop Computer

Hardware

Most newer computers come equipped with a built-in microphone and front-facing camera. If yours does not, you may use an external webcam. Some external webcams include microphones as well, as do most headsets or earbuds, so you may not need to purchase and configure a separate microphone. If you are unsure, please refer to the settings or instructions for the setup of your device. 

Most newer computers also include an Intel Core i5 or higher processor, and 8GB of RAM or more. If you are unsure, you can check your device specifications:

  • Windows computer: Press the Start button > Settings > System > About
  • Mac computer: Press the Apple icon in the top left corner of your screen and select "About this Mac." 

You can also check your CPU and memory usage to check whether your computer has the resources to connect successfully to video visit. Ideally, the CPU and memory usage should be below 50%. 

  • Windows computer: Press Ctrl+ Alt + Delete and review the Task Manager.
  • Mac computer: Use the Spotlight Search to locate the Activity Monitor.

 

Operating System

Windows Computer: Windows 7, 8.1, 10, or 11

Mac Computer: OS X or macOS 

 

Web Browser

For the best experience on a desktop or laptop computer, we recommend the latest version of Google Chrome. 

Here is an updated list of browsers and versions we support that you may use:

  • Google Chrome - 83 or higher
    • If you would like to use background blur in your video visit on a Windows or macOS you must use Chrome 94 or higher.
  • Mozilla Firefox - 78 or higher
  • Microsoft Edge (Windows only) - 84 or higher
  • Safari (Mac only) - 14 or higher

Please note that Internet Explorer is no longer a supported browser. Using unsupported browsers or older browser versions can prevent you from accessing Mend, and some site features may not function as expected.

This outside resource has compiled instructions for updating different web browsers if you are unsure whether you have the latest version installed. 

 

Internet Connection

If you have access to a wired internet connection, this is recommended, however a strong WiFi connection should always allow for a successful Video Visit. A mobile hotspot may work if necessary, but is not recommended for a consistent connection with your provider. 

The Mend Video Visit Connection Test checks for overall connection strength, but for a closer look at your upload and download speeds, you can use speedtest.net or Google Speed Test. Video sessions can consume a constant 1.1 Mbps upload speed and 1.1 Mbps download speed for each video participant. Lesser connections around 300 Kbps can work, but are not optimal. 

Connection Tip 1

Close any additional windows, tabs, or applications you are not using to focus your bandwidth. This especially includes video chat applications such as FaceTime, Microsoft Teams, Google Meets, Zoom, or Facebook Messenger, and cloud storage syncing like Google Drive, DropBox, or OneDrive. These can drain your resources, even if they're just running in the background.

Connection Tip 2 

There are two WiFi frequency bands in the United States: 2.4GHz and 5GHz. Most modern access points support both bands. 5GHz WiFi networks can have higher throughput and tend to have less interference, but they are easily blocked by walls or other obstructions. If you have a weak signal at 5GHz, try switching to a 2.4GHz network for a more reliable connection. If you are close to the WiFi access point, 5GHz may give better performance. 

 

Android Smartphone or Tablet

Hardware 

Smartphones and tablets come equipped with an internal front-facing camera and microphone. Most headsets and earbuds also include a microphone, so if you are using them for your audio output, your device may default to this for your microphone as well. If you are unsure, please refer to the settings or instructions for the setup of your device. 

 

Operating System 

Your device must be equipped with Android 5.0 or above.

We recommend using the most recent version of the Android operating system. To check for updates on your device, please follow these external instructions. 

 

Web Browser

For the best experience, we recommend the latest version of Google Chrome for Android.

  • If you would like to use background blur in your video visit on your Android device, you must use Chrome 94 or higher.
  • If you do not have Google Chrome for Android on your device, you may download it here. 
  • If you are unsure whether you have the latest version installed, please review this external resource.

 

Internet Connection

A strong WiFi connection is recommended for a successful Video Visit. Cellular data may work if necessary, but is not recommended for a consistent connection with your provider. 

The Mend Video Visit Connection Test checks for overall connection strength, but for a closer look at your upload and download speeds, you can use speedtest.net or Google Speed Test. Video sessions can consume a constant 1.1 Mbps upload speed and 1.1 Mbps download speed for each video participant. Lesser connections around 300 Kbps can work, but are not optimal. 

Connection Tip 1

Close any additional windows, tabs, or applications you are not using to focus your bandwidth. This especially includes video chat applications such as FaceTime, Microsoft Teams, Google Meets, Zoom, or Facebook Messenger, and cloud storage syncing like Google Drive, DropBox, or OneDrive. These can drain your resources, even if they're just running in the background.

Connection Tip 2 

There are two WiFi frequency bands in the United States: 2.4GHz and 5GHz. Most modern access points support both bands. 5GHz WiFi networks can have higher throughput and tend to have less interference, but they are easily blocked by walls or other obstructions. If you have a weak signal at 5GHz, try switching to a 2.4GHz network for a more reliable connection. If you are close to the WiFi access point, 5GHz may give better performance. 

Connection Tip 3

If WiFi is not available and you cannot maintain a strong connection using cellular data, try positioning yourself by a window to boost your signal reception. 

 

iPhone or iPad

Hardware & Operating System

Smartphones and tablets come equipped with an internal front-facing camera and microphone. Most headsets and earbuds also include a microphone, so if you are using them for your audio output, your device may default to this for your microphone as well. If you are unsure, please refer to the settings or instructions for the setup of your device. 

Your device must be equipped with iOS 14 or above to connect to a Video Visit in a web browser. We recommend using the most recent iOS your device supports. To check for updates on your device, please follow these external instructions.

Note: There is a known issue with some versions of iOS 15 that affects audio in video visits. We recommend that you update to the latest version for the best tele-visit experience.

If your iPhone or iPad was released before 2013 (iPhone 5 or earlier, iPad Mini first generation, etc.), your device may not support the operating system necessary to connect to video visits from your Safari web browser. If this is the case, please attempt to use another device for your visit. 

 

Web Browser

To connect via web browser, use the Safari app that comes standard on your device. By default, this app is updated with your operating system, so there is no need to check for the latest version manually.

 

Internet Connection

A strong WiFi connection is recommended for a successful Video Visit. Cellular data may work if necessary, but is not recommended for a consistent connection with your provider. 

The Mend Video Visit Connection Test checks for overall connection strength, but for a closer look at your upload and download speeds, you can use speedtest.net or Google Speed Test. Video sessions can consume a constant 1.1 Mbps upload speed and 1.1 Mbps download speed for each video participant. Lesser connections around 300 Kbps can work, but are not optimal. 

Connection Tip 1

Close any additional windows, tabs, or applications you are not using to focus your bandwidth. This especially includes video chat applications such as FaceTime, Microsoft Teams, Google Meets, Zoom, or Facebook Messenger, and cloud storage syncing like Google Drive, DropBox, or OneDrive. These can drain your resources, even if they're just running in the background.

Connection Tip 2 

There are two WiFi frequency bands in the United States: 2.4GHz and 5GHz. Most modern access points support both bands. 5GHz WiFi networks can have higher throughput and tend to have less interference, but they are easily blocked by walls or other obstructions. If you have a weak signal at 5GHz, try switching to a 2.4GHz network for a more reliable connection. If you are close to the WiFi access point, 5GHz may give better performance. 

Connection Tip 3

If WiFi is not available and you cannot maintain a strong connection using cellular data, try positioning yourself by a window to boost your signal reception. 

 

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