Subject: New Reply Received - Splash Fitness - Support Request - Motorised screens dropping during unscheduled times
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 25 Nov 2020 03:07:12 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Splash Fitness - Support Request - Motorised screens dropping during unscheduled times  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span lang="EN-US">Hi Tyler and team,</span></div>
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<div class="MsoNormal"><span lang="EN-US">Paul has just called and said that the Reformer Studio and GroupEx studio content is connected and completing updates which is good. However,
<u>Paul confirmed that GX 5xpack content downloading to the Cycle studio iPad instead of the Cycle content package.</u></span></div>
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<div class="MsoNormal"><span lang="EN-US">Urgent Request</span></div>
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<div class="MsoNormal"><span lang="EN-US">Can someone please look into why this happened and set up a removal of GX programs and Add agreed Cycle programs to update their iPad ASAP with the correct content?</span></div>
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<div class="MsoNormal"><span lang="EN-US">Many thanks….</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span></div>
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</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:12.0pt;font-family:"Times New Roman",serif;color:#212121'></span>
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<div>From: <span style="font-size:12.0pt;color:black">Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Date: </b>Wednesday, 25 November 2020 at 12:37 PM<br>
<b>To: </b>Tyler Adams &lt;[email-masked]&gt;<br>
<b>Cc: </b>"[email-masked]" &lt;[email-masked]&gt;, Les Mills International &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Splash Fitness - Support Request - Motorised screens dropping during unscheduled times - Update</span>
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<div class="MsoNormal"><span lang="EN-US">Hi Tyler,</span></div>
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<div class="MsoNormal"><span lang="EN-US"> </span></div>
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<div class="MsoNormal"><span lang="EN-US">Just to let you know that Paul Smith is at Splash today to test the Kiosk systems installed. He will update us once AVMS has completed their AV system tests there.
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span></div>
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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;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>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span></div>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Tel
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:black'>+61 455 508 248
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<span style="color:#212121">AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm</span><span style='font-family:"Times New Roman",serif;color:#212121'>
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<div class="MsoNormal" style="line-height:11.75pt;background:white">
<b><u><span style="font-size:9.0pt;color:#323130;background:white">Q4 QUARTERLY WORKSHOPS | 28th &amp; 29th NOVEMBER | LIVE-STREAMED &amp; IN-PERSON WORKSHOPS | </span></u></b><b><u><span style="font-size:10.5pt;color:#323130;background:white"><a href="https://www.lesmills.com.au/quarterly-workshops" target="_blank" rel="noreferrer"><span style="font-size:9.0pt;color:purple">https://www.lesmills.com.au/quarterly-workshops</span></a></span></u></b>
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<b><span style="font-size:12.0pt;color:black">From: </span></b><span style="font-size:12.0pt;color:black">Les Mills International &lt;[email-masked]&gt;<br>
<b>Reply-To: </b>Les Mills International &lt;[email-masked]&gt;<br>
<b>Date: </b>Thursday, 19 November 2020 at 11:10 AM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Cc: </b>"[email-masked]" &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Splash Fitness - Support Request - Motorised screens dropping during unscheduled times</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Greg,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thanks for the update, I'll leave the ticket open and check back in late next week.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thanks</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Charlotte<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4112" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4112</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Thu, 19 Nov at 2:06 PM
<span class="separator">, Greg Cartagena &lt;[email-masked]&gt; wrote: </span></span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Charlotte,</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span></div>
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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 Neue";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 Neue"'>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:
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<b>Reply-To: </b>Les Mills International &lt;[email-masked]&gt;<br>
<b>Date: </b>Thursday, 19 November 2020 at 11:03 AM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Cc: </b>"[email-masked]" &lt;[email-masked]&gt;, "[email-masked]" &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Splash Fitness - Support Request - Motorised screens dropping during unscheduled times</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Paul,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Please let me know if there's any support you need from LES MILLS.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​Many thanks</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Charlotte<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4112" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4112</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Thu, 12 Nov at 4:26 PM
<span class="separator">, Greg Cartagena &lt;[email-masked]&gt; wrote: </span></span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Paul,</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>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. </span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>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 &amp; commission process that would have occurred had content been available at the time and you could properly test the playback and system connectivity.
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.
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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 Neue"'>
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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 Neue"'>
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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 Neue";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 Neue"'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:
<span style="color:black">Paul Smith &lt;[email-masked]&gt;<br>
<b>Date: </b>Thursday, 12 November 2020 at 1:07 PM<br>
<b>To: </b>Toa Su'a &lt;[email-masked]&gt;, Les Mills International &lt;[email-masked]&gt;<br>
<b>Cc: </b>Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Subject: </b>RE: Splash Fitness - Support Request - Motorised screens dropping during unscheduled times</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Toa
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thanks Toa.
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<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:</span></b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'> Greg Cartagena &lt;[email-masked]&gt;
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<b>Sent:</b> Thursday, 12 November 2020 12:40 PM<br>
<b>To:</b> Toa Su'a &lt;[email-masked]&gt;; Les Mills International &lt;[email-masked]&gt;<br>
<b>Cc:</b> Paul Smith &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Splash Fitness - Support Request - Motorised screens dropping during unscheduled times
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Toa,
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>When did the reported problems start? (Dates and times if available for tracking) ===== Yesterday 11/11/2020</span><div></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>Please identify which exercise studios have activated motorized screen problems. ===== Main Group Fitness and Mind Body studio</span><div></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>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?
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>Is the third studio system operating correctly?</span><div></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.
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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 Neue"'>
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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 Neue"'>
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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 Neue";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 Neue"'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4112