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Frequently Asked Questions

What do I need to participate in a video consultation?

To participate in a video consultation, you should have a camera, a microphone, and an up-to-date internet browser. Google Chrome, Microsoft Edge, Safari, or Mozilla Firefox are recommended.

What security measures should I be aware of?

Make sure that no one else can overhear during the video consultation. Also, your device should be protected by security programs such as antivirus and firewall. Please note that despite high security standards, there are always certain risks.

Do you share my information with third parties?

Your data is not forwarded to third parties. During the consultation, a peer-to-peer connection is established, through which data is directly exchanged between the doctor and the patient. The actual name of the patient is also shared exclusively through this connection and is therefore only visible to the doctor.

What exactly is a peer-to-peer connection?

A peer-to-peer connection (P2P) is a direct connection between the two consultation participants (i.e., doctor and patient). To establish a solid connection, the addresses of the users must be known, for which a STUN server is used.

Is online communication encrypted?

Yes, various protocols secure your online communication. During communication with the signal server, TLS encryption takes place. DTLS protocol is used for encryption during file transfers to other consultation participants. The SRTP protocol ensures encrypted transmission of media (video and audio).

Why does my browser ask for certain permissions?

This request is a specific security measure of the browser to prevent unauthorized access to the camera and microphone by untrustworthy sites. To start the video connection, you must agree to these permissions.

What kind of internet connection is required for a stable video consultation?

To ensure a stable and high-quality video consultation, we recommend the following minimum internet speeds:

  • Download: at least 1 Mbit/s
  • Upload: at least 1 Mbit/s

For higher video quality (e.g. in HD), 5 Mbit/s or more in both directions is ideal. Since our video consultations use a direct peer-to-peer connection, the quality also depends on the connection of the other participant and automatically adapts to the available bandwidth.

We also recommend using a stable Wi-Fi connection or, ideally, a wired Ethernet connection to avoid interruptions.

Additional notes:

  • Mobile data connections (e.g. 4G/LTE or 5G) can work, but are often less stable and may be affected by network fluctuations or data throttling.
  • In corporate or clinical networks, firewalls or strict security settings may interfere with the connection. If you encounter connection issues, please ask your IT department to check whether WebRTC traffic (UDP/ICE/STUN/TURN) is allowed.
  • Our platform uses only encrypted direct peer-to-peer connections without central servers. As a result, very restrictive security policies or network blocks may prevent a successful connection.

What can I do if I experience network connection issues?

If you experience connection problems during the video consultation (poor video quality, audio dropouts, connection failures), the following steps can help:

Immediate actions:

  • Close other programs and browser tabs that consume bandwidth (e.g., streaming services, downloads)
  • Temporarily disable your camera to save bandwidth
  • Switch from Wi-Fi to a wired internet connection (Ethernet) if possible
  • Position yourself closer to the Wi-Fi router

Troubleshooting:

  • Check your internet speed at speedtest.net (minimum 1 Mbit/s upload and download required)
  • Restart your router (disconnect from power for 30 seconds)
  • Update your browser to the latest version
  • Try a different browser (Chrome, Edge, Safari, or Firefox)
  • Temporarily disable browser extensions that might interfere with the connection
  • Restart your device

Alternative connection options:

  • Use a mobile hotspot as a backup connection (ensure sufficient data allowance)
  • Switch to a different location with better internet connectivity
  • Schedule a new appointment at a time with less network congestion

When should you contact technical support?

  • If problems persist despite all measures
  • For repeatedly occurring connection issues
  • If you are in a corporate network and firewall settings need to be adjusted

What firewall settings are required for video consultations?

For a successful video consultation, certain ports must be open in your firewall:

The STUN server required for connection establishment runs at stun.zpp-hd.meetone.io. The following ports must be opened for this server:

  • Ports 10000-20000 (TCP and UDP)

If you are in a corporate network and experiencing connection issues, please ask your IT department to open these ports for the specified server.

Date: December 2025