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 07:17:35 +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 Marika, 

  

 I have requested the AV system line drawing and details from Andrew Contract IT. Contrary to my advice and what was confirmed before the installation the Apple iPad Pro and AV adaptors were installed within a cut out
 enclosure space within a wall cavity behind the iPad and I have asked for some photos that I have included. The AV installer did not use the Apple USB C Ethernet adaptor as instructed and used a different ethernet adaptor solution. Compact IT  have confirmed
 the Apple AV Adaptor was included shown in the photos. Maybe the glitches reported may have something to do with this part. Waiting on confirmation of system line drawing and other aspect details that I will share when provided.   

  

 
 Kind Regards, 

  

 Greg 

  

 
Greg Cartagena | Virtual AV Support Specialist 
Les Mills Asia Pacific | www.lesmills.com.au 

 
 
PO Box 3998 Manuka ACT 2603 AUSTRALIA

 
 
Tel
+61 455 508 248
| Email [email-masked]

 

 
 
Please note, my standard office hours are: Mondays – Fridays 9pm – 5pm

 

Be
 #invincible with the world’s top martial arts-inspired workout. #BODYCOMBAT

 

 

 
 
The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks is expressly prohibited. If you receive
 this email in error, please contact us, then delete the email and the attachments. BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN TO MOVE®, CLUB COUNT®, CXWORX®,  IMMERSIVE FITNESS®, LES MILLS BARRE™, LES MILLS GRIT®, LES MILLS
 SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH'BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP® are all registered trademarks of Les Mills Asia Pacific.

 

 

   

   

  

  
 From: Les Mills International <[email-masked]> 
Reply-To: Les Mills International <[email-masked]> 
Date: Tuesday, 3 March 2020 at 4:39 PM 
To: "[email-masked]" <[email-masked]> 
Cc: Scott Lambert <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>,
 "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, Greg Cartagena <[email-masked]> 
Subject: Re: Classes stopping and starting from first

 

 

 

 
 Hello @Tracey, 

 

   

 
 Thank you for responding right away. 

 

   

 
 Please when scheduling a class please make sure to choose the same TYPE and DURATION. 

 

   

 
 @Scott 

 

   

 
 We appreciate your help with this. 

 

   

 
 @Greg 

 

   

 
 Thank you for stepping in to resolve the issue. 

 
 
 It would be very helpful for us to diagnose the issue if we got the AV diagram as well as the make and model of the EDID. 

 
 
 Please refer to the below screenshot for the sample AV Diagram that we requested.  

 

 

 

 

 
Looking forward to the requested information.

 

  

 
 
 Warm Regards, 
Marika 
Customer Services 
Les Mills Virtual App 

 

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

 

  

 

 
 
On Tue, 3 Mar at 6:41 PM
, Greg Cartagena <[email-masked]> wrote: 

 

 Hi Tracey, 

 

 

 
 
Happy to assist anyway we can. Thanks

 

   

 

 
Kind Regards,

 

   

 

Greg

 

   

 

Greg Cartagena | Virtual AV Support Specialist 
Les Mills Asia Pacific | www.lesmills.com.au 

 

 
 
PO Box 3998 Manuka ACT 2603 AUSTRALIA

 

 
 
Tel
+61 455 508 248
| Email [email-masked]

 

 

 

 
Please note, my standard office hours are: Mondays – Fridays 9pm – 5pm

 

 
 
Be
 #invincible with the world’s top martial arts-inspired workout. #BODYCOMBAT

 

 

 

 

 

 
 
The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or
 trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and the attachments. BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN TO MOVE®, CLUB COUNT®, CXWORX®,  IMMERSIVE FITNESS®, LES
 MILLS BARRE™, LES MILLS GRIT®, LES MILLS SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH'BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP® are all registered trademarks of Les Mills Asia Pacific.

 

 

 

 

 

   

 

 

From:
Geelong City <[email-masked]> 
Date: Tuesday, 3 March 2020 at 3:25 PM 
To: Greg Cartagena <[email-masked]>, Les Mills International <[email-masked]>, "[email-masked]" <[email-masked]> 
Cc: Scott Lambert <[email-masked]>, Amanda Bianco <[email-masked]>, Emma Robertson <[email-masked]>, Mark Newing <[email-masked]> 
Subject: RE: Classes stopping and starting from first

 

 

 

 
 
 Thank you Greg, 

 

Also note that today: 
12pm RPM, and 
4pm RPM 
both did not run, but were resolved by shutting the IPAD down and restarting. 

 

 
 Your assistance is appreciated, 

 

Tracey
😊

 

 

 

 

From: Greg Cartagena <[email-masked]>
 
Sent: Tuesday, 3 March 2020 12:58 PM 
To: Geelong City <[email-masked]>; Les Mills International <[email-masked]>; [email-masked] 
Cc: Scott Lambert <[email-masked]>; Amanda Bianco <[email-masked]>; Emma Robertson <[email-masked]>; Mark Newing <[email-masked]> 
Subject: Re: Classes stopping and starting from first

 

 

   

 
 
 Hi Tracey, 

 

 

 
 The AV was installed by Andrew from Contract AV. I have spoken to him last week to confirm that they have installed the required genuine Apple adaptors and EDID as part of the
 install and pre-install testing that was conducted.  

 

 

 
 I can take this task over on behalf of Tracey and we can update Tracey and all when I reconfirm the AV system design with Andrew. 

 

 

 
 The way it was explained to me as part of our communication process is the iPad is set up as per the LMV App installation guide and in further communications with myself during
 the automation set up. When they completed the installation onsite all was working as expected at the time.   

 

 

 
 
Kind Regards,

 

 

 

 
 
Greg

 

 

 

 
 
Greg Cartagena | Virtual AV Support Specialist 
Les Mills Asia Pacific | www.lesmills.com.au 

 

 
 
PO Box 3998 Manuka ACT 2603 AUSTRALIA

 

 
Tel
+61 455 508 248
| Email
[email-masked]

 

 

 

 

Please note, my standard office hours are: Mondays – Fridays 9pm – 5pm

 

 
 
Be
 #invincible with the world’s top martial arts-inspired workout. #BODYCOMBAT

 

 

 

 

 

 

The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or
 trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and the attachments. BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN TO MOVE®, CLUB COUNT®, CXWORX®,  IMMERSIVE FITNESS®, LES
 MILLS BARRE™, LES MILLS GRIT®, LES MILLS SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH'BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP® are all registered trademarks of Les Mills Asia Pacific.

 

   

 

 

 

 

 

 

 

 
 
From:
Geelong City <[email-masked]> 
Date: Tuesday, 3 March 2020 at 11:46 AM 
To: Les Mills International <[email-masked]>, "[email-masked]" <[email-masked]> 
Cc: "[email-masked]" <[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 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

 

 

 

 

 

 

 

 

3242:859387

 

 

 

3242:859387

 

  

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