Subject: New Reply Received - Re: Splash Virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 10 Dec 2020 22:45:13 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Re: Splash Virtual  Ticket comment <div style="font-family: Arial, Helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0); background-color: rgb(255, 255, 255)">
Hi Pritish,</div>
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Thanks for your follow up. </div>
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Not sure if you can help with this aspect?</div>
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<span style="margin: 0px; font-size: 10pt; font-family: Arial, sans-serif; color: black">Issue 2) It is taking extensive time for Toa to log into the app scheduler. </span>
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<span style="margin: 0px; font-size: 10pt; font-family: Arial, sans-serif; color: black">Log in Details are <b>96794</b>and Password:<b>Splash2020. </b></span>
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<span style="margin: 0px; font-size: 10pt; font-family: Arial, sans-serif; color: black">Once he is logged in, it is taking an extended time (sometimes 3 to 4 hours) to see his timetable changes come into effect in the studio.</span>
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<span style="font-size:10pt">​When I log in to his account here at the office it responds instantaneously. Strange</span><span style="font-size:8pt"><br>
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<b style="font-family:arial,helvetica,sans-serif"><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont">Kind Regards,</span></b><br>
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<b><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont">Jasmine Bourchier </span></b><span style="font-size: 7.5pt; font-family: arial, sans-serif, serif, EmojiFont; color: gray">| National Launch Coach</span><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont"></span>
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<span style="font-size: 7.5pt; font-family: arial, sans-serif, serif, EmojiFont; color: gray">Les Mills Asia Pacific | <span class="x_Object" id="x_OBJ_PREFIX_DWT687_ZmEmailObjectHandler" style="color: rgb(0, 90, 149)"><span class="x_Object" id="x_OBJ_PREFIX_DWT690_ZmEmailObjectHandler"><a href="mailto:[email-masked]" target="_blank" rel="noreferrer" title="[email-masked]" id="LPNoLP" style="color: rgb(0, 90, 149)"><span class="x_Object" id="x_OBJ_PREFIX_DWT11767_com_zimbra_email"><span class="x_Object" id="x_OBJ_PREFIX_DWT3871_com_zimbra_email">[email-masked]</span></span></a></span></span></span><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont"><br>
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<span style="font-size: 7.5pt; font-family: arial, sans-serif, serif, EmojiFont; color: gray">PO Box 3998 Manuka ACT 2603 AUSTRALIA</span>
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<span style="font-size: 7.5pt; font-family: arial, sans-serif, serif, EmojiFont; color: gray">tel +61 2 6215 8120 | fax +612 6282 0563 | <span class="x_Object" id="x_OBJ_PREFIX_DWT5598_com_zimbra_url" style="color: rgb(0, 90, 149)"><span style="color: blue"><span class="x_Object" id="x_OBJ_PREFIX_DWT688_com_zimbra_url" style="color: rgb(0, 90, 149)"><span class="x_Object" id="x_OBJ_PREFIX_DWT691_com_zimbra_url"><a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer" id="LPNoLP" title="http://www.lesmills.com.au/
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Thursday, 10 December 2020 8:36 PM<br>
<b>To:</b> Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Cc:</b> Jasmine Bourchier &lt;[email-masked]&gt;; Tyler Adams &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Re: Splash Virtual
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<div dir="ltr">Hi Greg,</div>
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<div dir="ltr">Thank you for reaching out to us.</div>
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<div dir="ltr">As per the email trail, we can see that Jasmine raised some concerns about the Splash site which is having issues with Virtual. </div>
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<div dir="ltr">I see that Paul and you are already looking into this. Please do let us know if we could be of any assistance here and if you need any support from us. </div>
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Just to update you, as per the backend data we do not see any disconnections or issues with the playbacks in the past 30 days. Also, the network connection to the iPad looks good for the past 7 days.  </div>
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<div dir="ltr">Do let us know if you need any further information or assistance with the site.</div>
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<div dir="ltr">Best Regards,</div>
<div dir="ltr">Pritish</div>
<div dir="ltr">Customer Services</div>
<div dir="ltr">Les Mills Virtual App</div>
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<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4157" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4157</a>
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<blockquote class="x_freshdesk_quote">On Thu, 10 Dec at 6:30 PM <span class="x_separator">
, Greg Cartagena &lt;[email-masked]&gt; wrote:
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<div class="x_MsoNormal"><span lang="EN-US">Hi Jamine,</span></div>
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<div class="x_MsoNormal"><span lang="EN-US">The updating of the scheduler comments are common and this has already bee reported to LMI. I hope this can improve in the near future. We have been told to ask all Users to schedule updates well in advance to allow
 time to update to the Tablet.</span></div>
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<div class="x_MsoNormal" style="background: white"><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">Kind Regards,</span></div>
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<div class="x_MsoNormal" style="background: white"><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">Greg</span></div>
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<div class="x_MsoNormal" style="background: white"><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">Greg Cartagena | Virtual AV Support Specialist<br>
Les Mills Asia Pacific | <a href="http://www.lesmills.com.au" rel="noreferrer"><span style="color: purple">www.lesmills.com.au</span></a> </span></div>
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<div class="x_MsoNormal" style="background: white"><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">PO Box 3998 Manuka ACT 2603 AUSTRALIA</span></div>
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<span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">Tel
</span><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: black">+61 455 508 248
</span><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">| Email
<a href="mailto:[email-masked]" rel="noreferrer"><span style="color: rgb(5, 99, 193)">[email-masked]</span></a></span>
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<b><span style="font-size: 8pt; font-family: Tahoma, sans-serif; color: black">Les Mills Virtual Support </span></b><b><span style='font-size:8.0pt; font-family:"Tahoma",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/36000117739" rel="noreferrer"><span style="color: rgb(5, 99, 193)">link
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<div class="x_MsoNormal" style="background: white"><span style="font-size: 8pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)"><a href="https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow" rel="noreferrer"><span style="color: rgb(5, 99, 193)">https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow</span></a></span></div>
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<div class="x_MsoNormal" style="background: white"><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm
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<u><span style="font-size: 10pt; font-family: Arial, sans-serif; color: rgb(153, 153, 153); background: rgb(253, 253, 253)">The contents of this email and its attachments are confidential
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<b><span style="font-size: 12pt; color: black">From: </span>
</b><span style="font-size: 12pt; color: black">Paul Smith &lt;[email-masked]&gt;<br>
<b>Date: </b>Thursday, 10 December 2020 at 3:17 PM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;, Jasmine Bourchier &lt;[email-masked]&gt;, Tyler Adams &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Splash Virtual</span> </div>
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<div class="x_MsoNormal">Hi Jasmine, </div>
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<div class="x_MsoNormal">Colin and myself have been there and had everything working perfectly. There are some network issues there which I have detailed and this may be the cause of the projector activation.
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<div class="x_MsoNormal">I’ve not had any reports from Toa on any operational issues or screen/ projector activation.  Is this a recent issue Jasmine or the issue we have already attended too ?
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<div class="x_MsoNormal">Paul Smith</div>
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<div class="x_MsoNormal">Director (Vic)</div>
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<div class="x_MsoNormal">AV Media Systems (VIC)</div>
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<div class="x_MsoNormal">TEL: 0410 587 544</div>
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<div class="x_MsoNormal">[email-masked]</div>
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<div class="x_MsoNormal">(Sent from iPhone)</div>
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<b><span style="color: black">From:</span></b><span style="color: black"> Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Sent:</b> Thursday, December 10, 2020 4:14:25 PM<br>
<b>To:</b> Jasmine Bourchier &lt;[email-masked]&gt;; Tyler Adams &lt;[email-masked]&gt;<br>
<b>Cc:</b> Paul Smith &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Splash Virtual</span> </div>
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<div class="x_xmsonormal"><span lang="EN-US">Hi Jasmine,</span></div>
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<div class="x_xmsonormal"><span lang="EN-US">Welcome back… I thought this was all sorted. I have not seen anything come in from Splash.</span></div>
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<div class="x_xmsonormal"><span lang="EN-US">Hey Paul, have you heard from Toa since the AV site visit?</span></div>
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<div class="x_xmsonormal" style="background: white"><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">Kind Regards,</span></div>
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<div class="x_xmsonormal" style="background: white"><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">Greg</span></div>
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<div class="x_xmsonormal" style="background: white"><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">Greg Cartagena | Virtual AV Support Specialist<br>
Les Mills Asia Pacific | <a href="http://www.lesmills.com.au" rel="noreferrer"><span style="color: purple">www.lesmills.com.au</span></a> </span></div>
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<div class="x_xmsonormal" style="background: white"><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">PO Box 3998 Manuka ACT 2603 AUSTRALIA</span></div>
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<span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">Tel
</span><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: black">+61 455 508 248
</span><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">| Email
<a href="mailto:[email-masked]" rel="noreferrer"><span style="color: rgb(5, 99, 193)">[email-masked]</span></a></span>
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<b><span style="font-size: 8pt; font-family: Tahoma, sans-serif; color: black">Les Mills Virtual Support </span></b><b><span style='font-size:8.0pt; font-family:"Tahoma",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/36000117739" rel="noreferrer"><span style="color: rgb(5, 99, 193)">link
 to our FAQ's</span></a></span></b> </div>
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<div class="x_xmsonormal" style="background: white"><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm
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<b><span style="font-size: 12pt; color: black">From: </span>
</b><span style="font-size: 12pt; color: black">Jasmine Bourchier &lt;[email-masked]&gt;<br>
<b>Date: </b>Thursday, 10 December 2020 at 2:58 PM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;, Tyler Adams &lt;[email-masked]&gt;<br>
<b>Cc: </b>Paul Smith &lt;[email-masked]&gt;<br>
<b>Subject: </b>Splash Virtual</span> </div>
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<div class="x_xmsonormal" style="background: white"><span style="font-size: 10pt; font-family: Arial, sans-serif; color: black">Hi Greg and Paul,</span></div>
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<div class="x_xmsonormal" style="background: white"><span style="font-size: 10pt; font-family: Arial, sans-serif; color: black">I hope you are both well. I have just returned back from 3 weeks of leave and am catching up on some existing virtual cases.</span></div>
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<div class="x_xmsonormal" style="background: white"><span style="font-size: 10pt; font-family: Arial, sans-serif; color: black">I noted an email from back in late November mentioning that Splash is ready to launch however<span style="background: white"> had
 a check-in phone call with Toa this afternoon and they are still having issues with Virtual. It is now delaying launch.</span></span></div>
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<div class="x_xxmsonormal"><span style="font-size: 10pt; font-family: Arial, sans-serif; color: black">Issue 1) Automation is not working. Projector coming down during live classes. Projector and audio not turning on when a scheduled virtual class is set.</span></div>
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<div class="x_xxmsonormal"><span style="font-size: 10pt; font-family: Arial, sans-serif; color: black">Issue 2) It is taking extensive time for Toa to log into the app scheduler. </span></div>
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<div class="x_xxmsonormal"><span style="font-size: 10pt; font-family: Arial, sans-serif; color: black">Log in Details are
<b>96794 </b>and Password: <b>Splash2020. </b></span></div>
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<div class="x_xxmsonormal"><span style="font-size: 10pt; font-family: Arial, sans-serif; color: black">I will ask LMI about this one. Once he is in it is taking an extended time (sometimes 3 to 4 hours) to see his timetable changes come into effect in the
 studio.</span></div>
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<div class="x_xxmsonormal"><span style="font-size: 10pt; font-family: Arial, sans-serif; color: black">Thanks in advance for assisting in finalising this launch case.</span></div>
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<div class="x_xxmsonormal"><b><span style="font-size: 7.5pt; font-family: Arial, sans-serif; color: black">Kind Regards,</span></b></div>
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<b><span style="font-size: 7.5pt; font-family: Arial, sans-serif; color: black">Jasmine Bourchier </span></b><span style="font-size: 7.5pt; font-family: Arial, sans-serif; color: gray">| National Launch Coach</span>
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<span style="font-size: 7.5pt; font-family: Arial, sans-serif; color: gray">Les Mills Asia Pacific | </span><span class="x_xxobject"><span style="font-size: 7.5pt; font-family: Arial, sans-serif; color: rgb(0, 90, 149)"><a href="mailto:[email-masked]" target="_blank" title="[email-masked]" rel="noreferrer"><span style="color: rgb(0, 90, 149)">[email-masked]</span></a></span></span>
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<div class="x_xxmsonormal"><span style="font-size: 7.5pt; font-family: Arial, sans-serif; color: gray">PO Box 3998 Manuka ACT 2603 AUSTRALIA</span></div>
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<span style="font-size: 7.5pt; font-family: Arial, sans-serif; color: gray">tel +61 2 6215 8120 | fax +612 6282 0563 | </span><span class="x_xxobject"><span style="font-size: 7.5pt; font-family: Arial, sans-serif; color: rgb(0, 90, 149)"><a href="http://www.lesmills.com.au/" target="_blank" title="http://www.lesmills.com.au/
Ctrl+Click or tap to follow the link" rel="noreferrer"><span style="color: rgb(0, 90, 149)">www.lesmills.com.au</span></a></span></span>
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<div class="x_xxmsonormal"><b><span style="font-size:12.0pt">Grab your comprehensive guide to reopening from our online Re-Set Hub - <span style="color: blue"><a href="https://www.lesmills.com.au/clubs/reset-your-club" target="_blank" title="https://www.lesmills.com.au/clubs/reset-your-club" rel="noreferrer">click
 here</a></span> to download.</span></b></div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4157