The VCE™ web app and its connected devices are designed to function seamlessly. The platform requires a stable internet connection to stream effectively. Due to the high security of medical networks, our platform may need specific configurations to gain access.
To ensure smooth operation, it's essential to verify your network's status and, if needed, adjust the settings to enable proper connectivity. The instructions below will guide you through testing your network's compatibility with the VCE™ web app and configuring any necessary settings.
Requirements
For more details on the hardware and connection requirements needed to run a session, please see the 'Hardware and Connection Requirements' guide.
Step-by-step guide for first time use
Perform connection tests on the computer that will run the session
This step checks three critical aspects: internet speed, server connectivity, and the ability to establish peer-to-peer video connections.
To ensure a successful VCE session, start by testing the connectivity on the (often wired) computer where the session will be run.
Go to the login page of the VCE web app
Go to VirtualCE on your computer and wait for the connection test to run at the bottom of the page.
Tip:If you have a clinician account and are logged in, you can also perform these connection tests directly from the ‘Device test centre’ tab in your Dashboard.
Outcome
If all tests pass, you will see a success message. There’s no need to proceed with the additional steps below.
Explanation of tests we run:
Internet connectivity test
The system checks your upload and download speeds to ensure they meet the minimum requirements of 20 Mbps download speed and 10 Mbps upload speed.
Server connection test
This test verifies your ability to connect to VCE servers by checking a whitelist of IP addresses and ports that need to be accessible.
Peer-to-Peer video connection test
Determines if a peer-to-peer video connection can be established.
Troubleshooting: If you encounter an error message, refer to the troubleshooting section below.
Ensuring Wi-Fi connectivity
If you plan to use wireless cameras, such as VCE™ Smart Glass or a smartphone, it's crucial to check your Wi-Fi network, as these devices will not function properly without a reliable connection.
Note: Always use a trusted Wi-Fi network in your office or practice. We do not recommend using ‘guest’ or ‘open’ networks. Once a device like the VCE Smart Glass is connected, it will automatically reconnect to this network in the future.
Test Wi-Fi on a Mobile Phone
Use your mobile phone to connect to the Wi-Fi network that you intend to use for the VCE Smart Glass.Test Connection and Speed
Once connected, visit fast.com. Wait for the test to run, and click on "More Info", and take note of the results.Outcome:
Ideally, the internet speed should be 50 Mbps download and 20 Mbps upload. However, the minimum acceptable speeds are 20 Mbps download and 10 Mbps upload.
Troubleshooting: If this step doesn’t produce the expected outcome, please refer to the troubleshooting section below and contact your IT provider for help.
Security and privacy
The VCE platform has strict security standards that are useful to communicate to your IT department when you need assistance in connecting to the platform or connecting your devices:
End-to-end encryption
Streams are fully encrypted to protect data from the source to the destination.
Secure authentication
Multifactor authentication and authorisation are required to verify user identity and control access.
SSL/TLS security
The platform uses RSA encryption with a 256-bit key to ensure data security during transmission.
Access control
Only invited participants can join sessions, maintaining confidentiality.
No long-term data storage
Data is briefly buffered for real-time interaction, with no long-term storage to enhance privacy.
Troubleshooting
Connection test error messages explained
If any test fails, an error message will appear, specifying the issues encountered:
Connection speeds
If the connection speeds are not sufficient, contact your IT provider for improvements. If improvements are not possible, re-evaluate your setting in collaboration with the VCE project team (e.g., reduce the number of streams and devices, or find another location with a better connection).
Server connection
If there is no connection to our servers, contact your IT provider to whitelist our domains and ports. Send a screenshot with details of the blocked domains and ports accessible through the ‘more info’ link. More info below.
Peer-to-Peer video connection
If establishing a peer-to-peer video connection is not possible, make sure that you have at least a server connection, then contact VCE Support for assistance.
Send us a message through the support tool (bottom right) in the VCE web app.
No connection to our platform: domains and ports to whitelist
If there is no connection to our platform, ensure that firewalls, IDS, or IPS are not blocking the VCE traffic. Ask your IT provider to whitelist the following domains, IP addresses, and ports to allow uninterrupted access to the VCE platform. Send your IT provider the below table, and the screenshot that you have taken at the ‘Server connection’ section above.
After your IT provider has made the relevant changes, try the connection test again.
No connection to our platform: Firewall/IDS/IPS Configuration
In case domains and ports to whitelisting does not resolve platform connectivity issues, it's crucial to verify that no other firewall rules, Intrusion Detection Systems (IDS), or Intrusion Prevention Systems (IPS) are blocking the streaming traffic. These security systems are designed to protect your network, but they may inadvertently restrict necessary traffic for the VCE™ platform.
Steps to configure Firewall rules/IDS/IPS in collaboration with your IT provider:
Identify the security systems in use
Determine whether your network employs firewalls, IDS, or IPS that could potentially block traffic to and from the VCE platform.
Review security policies
Check the existing security policies on these systems to identify any rules that might block the VCE traffic. Look for any restrictions on ports, IP addresses, or specific types of traffic.
Adjust Firewall settings
Ensure that the ports and domains required by the VCE platform are open and not being blocked by the firewall. Refer to the previously provided whitelist for specific domains and ports that need to be accessible.
Update IDS/IPS rules
Modify or create new rules within your IDS/IPS to allow VCE traffic. This may involve setting exceptions for certain types of traffic or disabling certain rules that could be overly restrictive for the VCE platform.
Test connectivity
After making the necessary adjustments, test the connection to the VCE platform to ensure that the changes have been effective. This includes running the standard connection tests to verify internet speed, server connectivity, and peer-to-peer video connections.
Monitor for issues
Continuously monitor your IDS/IPS logs for any alerts or blocks related to VCE traffic. If issues persist, further adjustments may be needed, or you may need to consult with your IT security team for advanced troubleshooting.
Tip: If you encounter difficulties during this process, or if you are unsure about how to adjust your firewall or IDS/IPS settings, please contact VCE Support for guidance. Send us a message through the support tool (bottom right) in the VCE™ web app.
Wi-Fi connected but no internet: authorise device through MAC address whitelisting or certificate installation
If your device is connected to Wi-Fi, but still lacks internet access, the issue might be due to network security measures such as MAC address filtering, or the requirement for a security certificate. To resolve this:
IT Whitelisting the MAC Address (for VCE™ Smart Glass)
To allow network access for the VCE Smart Glass, the device's MAC address needs to be whitelisted by your IT department.Find the MAC Address
Navigate to Menu → About Glasses → Device Wi-Fi MAC Address and copy the MAC address.
Contact IT provider
Provide the copied MAC address to your IT department and request them to whitelist it on the network.
Confirm action with IT provider
Ensure that the IT department has successfully whitelisted the MAC address.
Retry connection
Attempt to reconnect the VCE Smart Glass to the Wi-Fi network.
Installing a Network Certificate (for VCE™ Smart Glass)
Some networks require a security certificate to be installed on devices to allow internet access.Obtain the certificate
Request the necessary security certificate from your IT department.
Install the certificate
- Connect the VCE Smart Glass to a computer using a USB cable.
- Transfer the certificate file to the VCE Smart Glass.
- On the VCE Smart Glass, go to Settings and navigate to the Security section.
- Install the certificate from the transferred file.Confirm installation
Ensure that the certificate has been installed correctly.
Retry connection
Attempt to reconnect the VCE Smart Glass to the Wi-Fi network.
VCE™ Smart Glass integration in our platform
The VCE Smart Glass acts as a first-person camera, streaming live video through an app over Wi-Fi. To ensure secure connection on medical networks, a Wi-Fi certificate may need to be installed on the device.
Other devices
These steps can be reproduced on other mobile devices, though the process for retrieving the MAC address or installing a certificate may differ. If you need assistance with another device, please contact VCE Support.
If you need further assistance, you can:
Use the support tool (bottom right) in the VCE™ web app to ask a specific question. It has many more solutions for you.
If you don’t find what you need, send us a message through the same tool.