Subject: Ticket re-opened - [#3242] Classes stopping and starting from first
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 12 Mar 2020 23:19:19 +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 Tracey, 

  

 I assume Suchita selected an On Demand class at 7pm and it was not a scheduled class. Is that correct? I have learned that if the class selected was by On Demand then this could have been due to the required EDID part
 not being installed and connected. 

  

 Here is a link to the Les Mills Support FAQ’s for the team: 

 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/36000117739 

  

 Re: AV Equipment  

 I have contacted Andrew from Contract IT to discuss what has been reported as interruptions and glitches by the club in view of these occurrences being AV equipment related. There are missing parts from the iPad Pro connectivity
 set up designed as the playback system that were discussed with Compact IT during the pre-install set up. Andrew admitted that they used an alternative part instead of the Apple USB-A Ethernet adaptor and left out the Kramer FC69 EDID with audio embedder parts,
 so they were not installed. Now even though the AV system was designed as a working AV system for audio video playback, Les Mills Virtual has specified that all parts are required and only genuine Apple parts/adaptors are to be used with the Kramer EDID for
 specific purposes as part of a stable and consistent working content playback system.

 

 
 Andrew from Compact IT has not replied to my email yet, and I have asked him if he can specify in a quotation, what is required to supply, install and test the playback system with all required parts. Once that is done
 Helpdesk can best diagnose and troubleshoot properly knowing that the AV system is complete and connected according to the Les Mills Virtual App AV equipment design specifications.

 

 
 Our customer service team will follow up on this report by Suchita for yesterday at 19:00. Please let me know a time for me to call you and discuss next steps with you in regards to the missing AV equipment parts mentioned.

 

 
 
 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: Tracey Sutherland <[email-masked]> 
Date: Friday, 13 March 2020 at 7:45 AM 
To: Greg Cartagena <[email-masked]>, Les Mills International <[email-masked]>, Geelong City <[email-masked]> 
Cc: Scott Lambert <[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 Guys, 

   

 As per below email, we had another frustrated member last night with the same issue. 

   

 Thanks  

 Tracey 

 
Connect with us

 

 

 

From: suchita sharma <[email-masked]>
 
Sent: Thursday, 12 March 2020 8:19 PM 
To: Geelong City <[email-masked]> 
Subject: Virtual class stopped

 

 
 Hi Tracey, 

   

 The virtual RPM class tonight at 7pm stopped at 7:10pm. The visual screen shut down and there was no display although the small panel board on the wall was showing as the video was running. 

   

 I was the only one in the class and in the gym so I had no one to ask for help. I lost my booked in time and had to head back home. 

   

 I think we need to have a small session of FAQs on what to do if the virtual class stops midway or a contact number to call for assistance. 

   

 Thanks, 

 Suchita Sharma 

   

 --  

 Thanks, 
Suchita Sharma 

   

   

 

From: Greg Cartagena <[email-masked]>
 
Sent: Monday, 9 March 2020 2:25 PM 
To: Les Mills International <[email-masked]>; [email-masked] 
Cc: Scott Lambert <[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 Akash, 

   

 Just an update to say that I have asked the installers to confirm the make and model of the EDID FYI. Waiting on their response.

 

 
 
 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: Friday, 6 March 2020 at 9:14 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]>, Greg Cartagena <[email-masked]> 
Subject: Re: Classes stopping and starting from first

 

   

 

 
 Hi Greg,  

 

 

 
 Hope you are doing well. 

 
 
 ​ 

 
 
 As you informed that the club is using an Ethernet adapter  which is not original
Apple USB-A to Ethernet Adapter. Please note that we only recommend using original Apple adapters.

 

   

 
 
 Another very crucial part of the setup is
Strain relief which helps in reducing the strain on apple adapter so that wires does not come loose after a certain time. Since we can see that the adapter is bending in the picture and the
 setup is made that way. The strain relief would keep the wires from loosing. Please help us confirm all of these setup requirements from the link below. 

 

 

 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment- 

 

 

 
 Until we get the AV diagram could you confirm that the club is using a recommended EDID device model? Please refer to the link below to know more about EDID and our recommended
 EDID devices. 

 

 

 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084205-what-is-an-edid-and-why-would-i-need-one- 

 

 

 
 The above information will help us a lot in isolating the cause. 

 

 

 
 Looking forward for your reply. 

 

 

 
 Regards  

 
 
 Akash 

 
 
 Customer Service  

 
 
 Les Mills Virtual App 

 

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

 

 

 

 
 
 On Tue, 3 Mar at 8:39 PM
, Les Mills International <[email-masked]> wrote:

 

 
 Hi Greg, 

 

 

 
 We really appreciate your prompt response. 

 

 

 
 We will be waiting for your update on our request. 

 

 

 
 Let us know if you have any questions and we will be happy to help. 

 

 

 
 Best Regards, 

 
 
 Marika 

 
 
 Customer Service 

 
 
 Les Mills Virtual App 

 

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

 

   

 

 
 On Tue, 3 Mar at 8:17 PM
, Greg Cartagena <[email-masked]> wrote:

 

 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.

 

 

   

 

 

 

 

   

 

 

 
 
3242:859387

 

 

 

 

 
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