Subject: New Reply Received - Pro Active Gym
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 21 Sep 2020 02:09:28 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Pro Active Gym  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Olesia,</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Just an update to this site problem.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Ben at Proactive has switched 
<span style="background:yellow;mso-highlight:yellow">automation OFF</span> in the settings of the LM virtual APP -  he has done this and the projector is still getting a signal to switch ON – the projection screen also lowers and remains on for 5 minutes and
 then switches off and the projection screen retracts. </span></div>
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<div class="MsoNormal"><span lang="EN-GB" style="color:#2E74B5">Paul,</span></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> Friday, 18 September 2020 8:02 PM<br>
<b>To:</b> Paul Smith &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked]; [email-masked]<br>
<b>Subject:</b> Re: Pro Active Gym</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Paul,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for contacting us today.<br>
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We are checking this issue with our level 2 team and will get back to you shortly.<br>
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Please bear with us.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best Regards,<br>
​Olesia<br>
Customer Services<br>
Les Mills Virtual App</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
Ticket: </span><a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3954" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3954</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 18 Sep at 8:40 PM
<span class="separator">, Paul Smith &lt;</span></span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span class="separator"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;
 wrote: </span></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Support,
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We have had two clubs with LM virtual installed that experienced operating issues yesterday – both systems have been installed and working fine for several weeks prior to
 this.  I would really appreciate some direction as to what this may be so we can address it as a matter of urgency.
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Ben is from ProActive in Dubbo and his projector began turning on and off at random times, with no classes scheduled and no on-demand scheduled.  – this was happening continually
 and required manual intervention.  This is identical to another club that also had the same issue on the same day. It is as if the projector has HDMI-CEC enabled but one is a Sony, the other an Epson – both of which don’t support HDMI-CEC so it can not be
 a HDMI signal doing this, and the Sony projector has serial control disabled as it will only allow PJLINK or Serial, not both.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I have just been attempting to assist Ben to determine the problem, the facts so far are…</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The projector has been working well until yesterday when it starting switching on, remaining on for a period of time then switching off.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The Projector and App are set to an IP address of 192.168.0.1 and the PJLINK passcode is JBMIAProjector (Default Sony passcode)</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The LM App is continually showing as ”disconnected”  and Test power on/off is not functioning.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We have rebooted the Ipad, re-started the projector, and also logged into the dedicated router to ensure that the projector has a static IP address.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We have re-entered the IP address and passcode manually twice, it is still disconnected but operating randomly.   I have asked Ben to disable the automation function in the
 App setting and monitor if this still occurs.   I have attached a copy of the system design, if there is anything you can offer here it would be appreciated. I have copied the owner Ben into this email so he is aware we have notified LM support and he is copied
 into any replies.</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;background:yellow;mso-highlight:yellow'>Ben, can you please let us know what happens with the automation disabled.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you LM Support.
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3954