Subject: Ticket re-opened - [#3242] Classes stopping and starting from first
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 03 Mar 2020 01:46:37 +0000

Hi Pritish Nandi,  Ticket “#3242 – Classes stopping and starting from first” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242 to view the ticket.  Ticket comment   
 Hi AJ 

 

Thank you for your reply. 
Todays 12pm RPM also did not run, but was resolved by shutting the IPAD down and restarting. 
 
My apologies, I have no idea how to assist with your request -do you have any suggestions on how I would achieve this: 
In order to troubleshoot the 4pm SPRINT class we need confirmation of the equipment that's installed and preferably an AV schematic showing how all the components are connected, as
 the issue seems to be related to the equipment 

 

 Thanks so much in advance, 

 Tracey 

 
Connect with us

  

 
  
 From: Les Mills International <[email-masked]>
 
Sent: Tuesday, 3 March 2020 12:17 PM 
To: [email-masked] 
Cc: [email-masked]; Geelong City <[email-masked]>; Amanda Bianco <[email-masked]>; Emma Robertson <[email-masked]>; Mark Newing <[email-masked]>; [email-masked];
 [email-masked] 
Subject: Re: Classes stopping and starting from first

 

 

 Hi Tracy, 

 
 
 ​ 

 
 
 Thank you for your email. Looking at the backend data, the 8am BodyBalance class was scheduled as a Live class, please ensure you select 'Virtual' when scheduling Virtual
 classes.​ 

 
 
 ​ 

 
 
 In order to troubleshoot the 4pm SPRINT class we need confirmation of the equipment that's installed and preferably an AV schematic showing how all the components are connected,
 as the issue seems to be related to the equipment.  

 
 
 ​ 

 
 
 We look forward to hearing from you. 

 
 
 ​ 

 
 
 Thank you, 
 
AJ 
Customer Services 
Les Mills Virtual App 

 

Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242  

 

 
On Tue, 3 Mar at 1:19 PM
, Geelong City <[email-masked]> wrote:

 

 
 Hi Pritish, 
 
Our virtual classes glitched last night: 

 
 
Mon 2/3 8am Body Balance did not run (restarting Ipad did not correct)

 

   

 

Tues 3/3 4pm Sprint ran for approx. 3minutes and then the stopped. 
*Shutting the ipad down and restarting it restarted the class from the beginning.

 

   

 

 

 
 
Thanks guys

 

 
Tracey

 

   

 

 

 

 
 
From: Les Mills International <[email-masked]>
 
Sent: Monday, 2 March 2020 12:28 AM 
To: [email-masked] 
Cc: [email-masked]; Geelong City <[email-masked]>; Amanda Bianco <[email-masked]>;
 Emma Robertson <[email-masked]>; Mark Newing <[email-masked]>;
[email-masked] 
Subject: Re: Classes stopping and starting from first

 

 

 

 

 
Hi Tracy,

 

 

​

 

 

Just wanted to follow up with you on the Virtual Playbacks. 

 

 

​

 

 

Could you please let us know how is it going?

 

 

​

 

 

We do see two isolated issues with the playback however it looks like all the other classes are playing fine. 

 

 

​

 

 

We will leave this ticket open for another 48 hours if you need assistance with anything else. 

 

 

​

 

 

Warm Regards, 
Pritish 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242

 

 

   

 

 

 
On Mon, 24 Feb at 1:32 AM
, Les Mills International <[email-masked]> wrote:

 

 

 
Hi Tracy, Greg

 

 

 

 

 
Hope everything is well. 

 

 

 

 

 
We are following up with you in regards to the issues reported with Virtual Playback.

 

 

 

 

 
Could you please confirm if the equipment was checked and everything is running well now?

 

 

 

 

 
Did you hear about any new issues at the club? If yes, could you please share the details.

 

 

 

 

 
Looking forward to hearing from you.

 

 

 

 

 
Warm Regards,

 

 

Nusan

 

 

Customer Services

 

 

Les Mills Virtual App

 

 

​

 

 

 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242 

 

 

   

 

 

 
On Tue, 18 Feb at 11:08 PM
, Les Mills International <[email-masked]> wrote:

 

 

 
Hi Tracy,

 

 

​

 

 

Thank you so much for sharing the details. 

 

 

​

 

 

We have checked our backend data and found the following:

 

 

​

 

 

10th Jan 4:30pm RPM -

 

 

 

 

 
As checked your scheduler you have scheduled a Live RPM class rather then Virtual. PFB the screenshot:

 

 

 

 

 
 
15th Dec 7am RPM

 

 

 

 

 
​For this class we see that you received an error message on screen which is "No External Screen Connected"
 and due to this the class was not playing. This error message is related to the AV Setup of the club which is related to the EDID or the Apple adapter. If you ever get this message in the future then should check if all the equipment connected securely and
 also check the link below - 

 

 

 

 

 
https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected-

 

 

 

 

   

 

 
 
17th Feb 3pm B​ODYCOMBAT

 

 

​

 

 

This class was scheduled for 50 mins and was scheduled correctly. We found that the class started on time and also played for 54 mins before it was stopped. However, we do
 not see the class is showing completed. 

 

 

​

 

 

If this happens again could you please share the photo of the app and the display screen so that we can check what might be happening.

 

 

​

 

 

Looking forward to the requested information.

 

 

​

 

 

​Warm Regards, 
Pritish 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242