Subject: Ticket re-opened - [#4112] Splash Fitness - Support Request - Motorised screens dropping during unscheduled times
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 19 Nov 2020 01:06:08 +0000

Hi Pritish Nandi,  Ticket “#4112 – Splash Fitness - Support Request - Motorised screens dropping during unscheduled times” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4112 to view the ticket.  Ticket comment   
 Hi Charlotte, 

  

 Paul has arranged for Damien to visit the site and check out the 3x systems. They agreed it could wait as they have not announced a launch date yet. It is scheduled either tomorrow or early next week. 

  

  

  

 
 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

 

Q4 QUARTERLY WORKSHOPS | 28th & 29th NOVEMBER | LIVE-STREAMED & IN-PERSON WORKSHOPS | https://www.lesmills.com.au/quarterly-workshops

 

 

 
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 From: Les Mills International <[email-masked]> 
Reply-To: Les Mills International <[email-masked]> 
Date: Thursday, 19 November 2020 at 11:03 AM 
To: Greg Cartagena <[email-masked]> 
Cc: "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]> 
Subject: Re: Splash Fitness - Support Request - Motorised screens dropping during unscheduled times

 

 

 

 
 Hi Paul, 

 
 
 ​ 

 
 
 Just following up on this issue and wondering if it was an IP conflict that was causing the screens to go up and down sporadically at Splash? 

 
 
 ​ 

 
 
 Please let me know if there's any support you need from LES MILLS. 

 
 
 ​ 

 
 
 ​Many thanks 

 
 
 ​ 

 
 
 Charlotte 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4112 

 

  

 

 
 
On Thu, 12 Nov at 4:26 PM
, Greg Cartagena <[email-masked]> wrote: 

 

 Hi Paul, 

 

 

 
 
Thanks for your contribution. I recall the instance you mentioned. The IP conflict should be looked into before the next step to set up an AV callout to troubleshoot and test all Kiosk
 playback systems.

 

   

 

It would be ideal to test all three systems with scheduled content to insure future stability and confirm all three are set up as required to operate without fault from here out. Is
 there anyway that you can arrange a revisit to site? If so, that would compete the test & commission process that would have occurred had content been available at the time and you could properly test the playback and system connectivity.

 

 

 

 
Paul, you mentioned that would mean a 3x hour drive on top of the time on site. But would be something that needs to happen in my opinion. I imagine there would be a cost to the club
 to consider… Something to discuss with Toa with his consideration and support. 

 

 

 

   

 

 

 

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

 

 
 
Q4 QUARTERLY WORKSHOPS | 28th & 29th NOVEMBER | LIVE-STREAMED & IN-PERSON WORKSHOPS | https://www.lesmills.com.au/quarterly-workshops

 

 

 

 
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 any attachments.  

 

 

 

 

   

 

 

 

 
 From:
Paul Smith <[email-masked]> 
Date: Thursday, 12 November 2020 at 1:07 PM 
To: Toa Su'a <[email-masked]>, Les Mills International <[email-masked]> 
Cc: Greg Cartagena <[email-masked]> 
Subject: RE: Splash Fitness - Support Request - Motorised screens dropping during unscheduled times

 

 

 

 
 
Hi Toa

 

 

 

 
 
Further to Greg’s email, I’m wondering if you might have a contact name I can speak with regarding the IT network there at Splash.

 

 

 

 
 
As you may recall, we were not able to fully test the virtual system at the time of installation (during Covid lockdown) as there were no classes available to test due to the inactive Les  Mills
 subscription at the time of installation. It may be possible that we have an IP conflict on the existing network with the virtual dedicated router.  This is easily fixed but can cause the Ipad to loose internet connection from time to time.

 

 

 

 

I’m happy to have a quick conversation to ensure that its not an IT related matter – we did have a site with a similar issue of the screen coming down at random times and this was quickly fixed
 but was due to the abovementioned conflict.   I just thought this may be worth checking before dive in deeper here.

 

 

 

 

Thanks Toa.

 

 

 

 

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From: Greg Cartagena <[email-masked]>
 
Sent: Thursday, 12 November 2020 12:40 PM 
To: Toa Su'a <[email-masked]>; Les Mills International <[email-masked]> 
Cc: Paul Smith <[email-masked]> 
Subject: Re: Splash Fitness - Support Request - Motorised screens dropping during unscheduled times

 

 

   

 

 

 

 

 

 
 
Hi Toa,

 

 

 

 
 
I would like to confirm the report in more detail if that is ok for further investigation to establish if this is a setting that has changed on the iPad LMV App or an AV issue that
 requires an onsite callout to test all connections and LMV App settings and test on site to troubleshoot and resolve the issue.

 

 

 

 
 
You are reporting that the motorized projection screens in two out of three studios have been triggered to drop and raise continuously during unscheduled times.

 

 

 

 
 
When did the reported problems start? (Dates and times if available for tracking) ===== Yesterday 11/11/2020 

 

 

 

Please identify which exercise studios have activated motorized screen problems. ===== Main Group Fitness and Mind Body studio 

 

 

 

Were scheduled classes operating continuously as scheduled in days previous to these screen interruptions? Or is this been a problem from the
 start of Les Mills Virtual scheduled program operations in those two studios? 

 

 

 

 
Is the third studio system operating correctly? 

 

 

 

Thank you for your patience while we look into this ASAP. Please reply with answers and we will investigate from our end and get back to you soon.

 

 

 

 
 
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

 

 
 
Q4 QUARTERLY WORKSHOPS | 28th & 29th NOVEMBER | LIVE-STREAMED & IN-PERSON WORKSHOPS | https://www.lesmills.com.au/quarterly-workshops

 

 

 

 

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 any attachments.  

 

 

 

 

 

 

 

 
4112:859387