Subject: Ticket re-opened - [#3931] FW: Splash
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 14 Sep 2020 06:26:47 +0000

Hi Pritish Nandi,  Ticket “#3931 – FW: Splash” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3931 to view the ticket.  Ticket comment   
 Hi Pritish, 

  

 Thanks for the reply regarding SPLASH. 

  

 Just to clarify, this customer has three virtual systems, each running on an Ipad Pro 512GB.  All three Ipads were set up and on line for testing as of 8/9/20

 
 All Ipads were signed in using the same username and password.   We have labelled the Ipads as  … 

  

 SPLASH CYCLE STUDIO 

 SPLASH REFORMER STUDIO 

 SPLASH GROUP FITNESS 

  

 I can guarantee the App was not deleted as all three ipads were locked using “Guided Access” by us, and all three Ipads had been connected to scheduler which jasmine can verify. I am not at the club
 to confirm if the Ipad has now been logged in, but when we left site today, The Cycle Studio and Group Fitness studio were logged in, the reformer studio was not accepting the username/passcode 

  

 Toa’s email address is

 
 [email-masked] 

  

 Thank you Pritish,  

 

 

 

 

 
 CLICK HERE to view our Corporate profile VIDEO 

  

  

 
Paul Smith

 
 Director 

 
av media systems (Vic)

 

 

 

 
 Unit 16/45 Normanby Road 

 
Notting Hill Vic 3168                 

 

Australia

 
 
tel:   +61 3 9543 6525

 
 
fax:  +61 3 9543 6772

 
 mob +61 410 587 544 

 
www.avsystems.com.au

 
 
[email-masked]

 

 
 MELBOURNE - SYDNEY - BRISBANE - PERTH   

  

  

  

  

 From: Les Mills International <[email-masked]>
 
Sent: Monday, 14 September 2020 4:12 PM 
To: [email-masked] 
Cc: [email-masked]; Paul Smith <[email-masked]> 
Subject: Re: FW: Splash

 

 

 
 Hi Greg and Paul, 

 
 
 ​ 

 
 
 Thank you for reaching out to us regarding the Virtual App login issue.  

 
 
 ​ 

 
 
 I have checked their scheduler for " Reformer Studio" and can see that the Virtual App was in sync with the scheduler from the last eight minutes which means that they were
 able to successfully log in to the Virtual App.  

 

   

 

 

  

 
 
 The error message " Looks like no studio registered to the account"  shows dues to the below mentioned reasons: 

 

   

 
 1. Either the app was deleted which made the device de-register to the studio it was connected to 

 
 
 2. or The club is not setup for an additional studio (device)  

 

   

 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084192-i-m-seeing-the-error-message-looks-like-there-are-no-studios-that-can-be-registered-to-the-account-right-now- 

 

   

 
 At this time it seems that the device is registered and synced. Unfortunately, I do not have the email address for Toa so unable to send him this information. Could you please
 forward this email to Toa or provide us his email address to check with him directly? 

 

   

 
 We would be happy to provide any further assistance if required.  

 

   

 
 Looking forward to your reply soon.  

 

   

 
 Kind Regards, 

 
 
 Pritish 

 
 
 Customer Services 

 
 
 Les Mills Virtual App 

 

Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3931 

 

  

 

 
 
On Mon, 14 Sep at 4:23 PM
, Greg Cartagena <[email-masked]> wrote:

 

 
 Hi LMI Support Team, 

 

 

 
 
Can you check at your end and see what may be the issue described by Paul Smith?

 

   

 

Many 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]

 

 

 

 
AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm

 

 
 
WORLD UNITED | A fully customisable global event | Re-engage & attract members | Turbocharge your relaunch | www.lesmills.com.au/united

 

 

 

 

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From:
Paul Smith <[email-masked]> 
Date: Monday, 14 September 2020 at 12:44 PM 
To: Jasmine Bourchier <[email-masked]> 
Cc: Greg Cartagena <[email-masked]> 
Subject: Splash

 

 

   

 

 Hi Jasmine,

 

   

 
 
 Further to my call this morning regarding SPLASH,  we had a tech attend to install the replacement multiport adaptor for the REFORMER STUDIO. 

 

 

 
 Upon confirming the Ipad had internet connection he entered the login credentials

 

   

 

 

 
  USERNAME 96794 and PASSWORD Splash1! …. This results in the message (ATTATCHED) being displayed. 

 

 

 
 He has powered off the ipad, restarted the LM App and the same occurs. 

 

 

 
 He was not able to reach any support assistance on the number provided during our phone call and was not able to rectify the issue.  Could you possibly have LM support contact
 Toa from Splash directly in order to assist. 

 

 

 
 As you mentioned earlier, I’ve now just received an email from Toa to advise me that he will not approve payment on our invoice ($29k) until such time as he is able to run
 classes to ensure the AVMS installation is complete and working. We have run youtube videos on each system with audio to test our projectors  and audio system connections and all works fine – Can you please let me know what can be done with regards to class
 content for him as we have also waived their 50% deposit, we have had the stock for several weeks prior to installation and now they are holding back on approving payment which is then on 30  day terms from their approval. 

 

 

 
 Thanks for your help Jasmine,

 

   

 

 

 

 
CLICK HERE to view our Corporate profile VIDEO

 

 

 

 

 

 

Paul Smith

 

 
Director

 

 
av media systems (Vic)

 

 

 

 

 

 

 

 

 
 
Unit 16/45 Normanby Road

 

 
Notting Hill Vic 3168                 

 

 
 
Australia

 

 
tel:   +61 3 9543 6525

 

 
fax:  +61 3 9543 6772

 

 
mob
+61 410 587 544

 

 www.avsystems.com.au 

 

[email-masked]

 

 

 

 
 
MELBOURNE - SYDNEY - BRISBANE - PERTH  

 

   

 

 

 

 

 

 
 
3931:859387