Subject: Ticket re-opened - [#3931] FW: Splash
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 14 Sep 2020 11:25:04 +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.  

 
 Yes all devices were connected and linked to the scheduler. We just did not have any content to download yet due to the billing start date.

 
 
 The Three iPads were all tested, the App was set up with 3 separate projectors in different studios and the projectors IP address in each studio and the Video start and End commands were tested.   

 
 We re-attended today and found the iPad in question sitting at the LM virtual login page on the App.   

 
 Nobody has deleted any App at all.  The other two iPads remain logged into the App and appear fine. It is just this one device in question for the Reformer studio that will not accept the username and passcode (and it is identical
 to the other two iPads)  

 
 I’m sorry, this is all the information I can provide. The iPad has internet connection, it simply won’t allow the App to log in.  Entering in the username and passcode and the little spinning wheel appears and then the message dialogue
 box on the screen as per below.  

 

 

 

 
 Paul Smith 
 Director (Vic) 
 AV Media Systems (VIC) 
 TEL: 0410 587 544 
 [email-masked] 
 (Sent from iPhone) 

 

  
 From: Les Mills International <[email-masked]> 
Sent: Monday, September 14, 2020 7:24:26 PM 
To: [email-masked] <[email-masked]> 
Cc: [email-masked] <[email-masked]>; Paul Smith <[email-masked]>; [email-masked] <[email-masked]>; [email-masked] <[email-masked]> 
Subject: Re: FW: Splash

 

 Hi Paul, 
 ​ 
 Thank you for your clarification and also correcting the names of the studios.  
 ​ 
 
 Looking at the " Reformer Studio" we do see that the studio is not in sync for the past 9 hours.  
 ​ 
 
 Could you please advise if this studio was operational earlier and did someone delete the app from the device recently? 
 ​ 
 
 ​Any background to the issue would be helpful to investigate and help sort it out as soon as possible.  
 ​ 
 Kind Regards, 
Pritish 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3931 

 

 
 
 On Mon, 14 Sep at 7:53 PM 
, Paul Smith <[email-masked]> wrote:

   
 
 Hi Pritish, 

  

 I have just corrected the labelling in the scheduler to reflect the Ipads – the Reformer studio ipad has not synced for 7 hours yet the other two ipads  have synced within the last 30 minutes. This would seem to me that
 it is still not signed in to the App. 

  

 I’ll leave this to sort out with Toa but just thought Id pass this on as you may have been looking at the wrong device in the scheduler – understandably we have no way of determining the correct device until content downloads
 however given one has not synced for 7 hours I’m confident that’s the Reformer studio in question.

 

 
 Thank you,  

  

  

 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 4:48 PM 
To: [email-masked] 
Cc: [email-masked]; Paul Smith <[email-masked]>; [email-masked]; [email-masked] 
Subject: Re: FW: Splash  

 

 

 Hi Greg and Jasmine, 

 
 
 ​ 

 
 
 Thank you for forwarding it to Toa. 

 
 
 ​ 

 
 
 @ Hi Toa, 

 

   

 
 Could you check once and advise if everything is running as per your expectations? 

 

   

 
 We will leave this ticket open for another couple of days if you need assistance with anything else.  

 

   

 
 Kind Regards, 
Pritish 
Customer Services 
Les Mills Virtual App 

 

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

 

  

 

 
 
On Mon, 14 Sep at 7:41 PM
, Greg Cartagena <[email-masked]> wrote:

 

 
 Thanks Pritish,

 

   

 

Greatly appreciated…

 

   

 

 
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:
Les Mills International <[email-masked]> 
Reply-To: Les Mills International <[email-masked]> 
Date: Monday, 14 September 2020 at 4:12 PM 
To: Greg Cartagena <[email-masked]> 
Cc: Jasmine Bourchier <[email-masked]>, "[email-masked]" <[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 

 

 

 

 

 

 

 
 
3931:859387