Subject: New Reply Received - FW: Splash
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 14 Sep 2020 06:26:46 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  FW: Splash  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi Pritish,</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Thanks for the reply regarding SPLASH.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">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
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">All Ipads were signed in using the same username and password.   We have labelled the Ipads as  …</span></div>
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<div class="MsoNormal"><b><span style="mso-fareast-language:EN-US">SPLASH CYCLE STUDIO</span></b></div>
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<div class="MsoNormal"><b><span style="mso-fareast-language:EN-US">SPLASH REFORMER STUDIO</span></b></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">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</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Toa’s email address is
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US"><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Thank you Pritish, </span></div>
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<div class="MsoNormal"><b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:navy'><a href="https://youtu.be/HEXsVd7WSXw" rel="noreferrer"><span style="color:#0563C1">CLICK HERE to view our Corporate profile VIDEO</span></a></span></b></div>
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<b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:navy'>Paul Smith</span></b><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:navy'></span>
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<b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:navy'>av</span></b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:navy'> media systems (Vic)</span>
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<div class="MsoNormal"><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:navy'>Unit 16/45 Normanby Road</span></div>
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<span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:navy'>Notting Hill Vic 3168                 
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<span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:navy'>Australia</span><span style="font-size:8.0pt;color:navy"></span>
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<span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:navy'>tel:   +61 3 9543 6525</span><span style="color:navy"></span>
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<span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:navy'>fax:  +61 3 9543 6772</span><span style="color:navy"></span>
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<a href="http://www.avsystems.com.au/" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Arial",sans-serif'>www.avsystems.com.au</span></a><span style="color:navy"></span>
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<u><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:blue'><a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a></span></u><span style="color:navy"></span>
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<div class="MsoNormal"><b><span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:navy'>MELBOURNE - SYDNEY - BRISBANE - PERTH  </span></b></div>
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<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Monday, 14 September 2020 4:12 PM<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> [email-masked]; Paul Smith &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: FW: Splash</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Greg and Paul,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for reaching out to us regarding the Virtual App login issue. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The error message " Looks like no studio registered to the account"  shows dues to the below mentioned reasons:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>1. Either the app was deleted which made the device de-register to the studio it was connected to</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>2. or The club is not setup for an additional studio (device) </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="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-" rel="noreferrer">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-</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We would be happy to provide any further assistance if required. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Looking forward to your reply soon. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Kind Regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Pritish</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3931" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3931</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Mon, 14 Sep at 4:23 PM
<span class="separator">, Greg Cartagena &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi LMI Support Team,</span></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Can you check at your end and see what may be the issue described by Paul Smith?</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Many thanks,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg Cartagena | Virtual AV Support Specialist</span><span style='font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#212121'><br>
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Les Mills Asia Pacific | <a href="http://www.lesmills.com.au" rel="noreferrer"><span style="color:purple">www.lesmills.com.au</span></a> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'>
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<b><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif;color:black'>From:
</span></b><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif;color:black'>Paul Smith &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Date: </b>Monday, 14 September 2020 at 12:44 PM<br>
<b>To: </b>Jasmine Bourchier &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc: </b>Greg Cartagena &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject: </b>Splash</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Jasmine,
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Further to my call this morning regarding SPLASH,  we had a tech attend to install the replacement multiport adaptor for the REFORMER STUDIO.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Upon confirming the Ipad had internet connection he entered the login credentials
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>He has powered off the ipad, restarted the LM App and the same occurs.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks for your help Jasmine,
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<u><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:blue'><a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a></span></u><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3931