Subject: Ticket re-opened - [#4157] Re: Splash Virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 11 Dec 2020 02:31:51 +0000

Hi Pritish Nandi,  Ticket “#4157 – Re: Splash Virtual” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4157 to view the ticket.  Ticket comment   
Hi Charlotte, 

 
 
Thanks for detailing that. 

 
 
Toa mentioned that Chrome is coincidentally the slowest and Internet Explorer responds slightly quicker.  

 
 
I think he is using a normal computer or laptop. I have copied him in, incase this is any different.  

 

 

 
 
Kind Regards, 

 

 
Jasmine Bourchier | National Launch Coach

Les Mills Asia Pacific | [email-masked] 

 
PO Box 3998 Manuka ACT 2603 AUSTRALIA

tel +61 2 6215 8120 | fax +612 6282 0563 | www.lesmills.com.au

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 From: Les Mills International <[email-masked]> 
Sent: Friday, 11 December 2020 1:01 PM 
To: Greg Cartagena <[email-masked]> 
Cc: Jasmine Bourchier <[email-masked]> 
Subject: Re: Re: Splash Virtual

 

 Hi Jasmine, 
 ​ 
 
 I'm not having an issue with Toa's login, so it might be something specific to his computer or network.  Is he using a chrome browser and a computer (not an iPad) to access it? 
 ​ 
 
 Regarding the sync delay, this is a known issue that we're working on but I don't have a timeframe for a fix at this stage.  So our advice is to schedule well in advance to make sure there's time for the class to reach the App. 

 
 I'll leave this ticket open for another 48 hours in case you have any further questions. 

 
 Kind regards 

 
 Charlotte 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4157

 

 
 
 On Fri, 11 Dec at 11:45 AM 
, Jasmine <[email-masked]> wrote:
 
Hi Pritish, 

 
 
Thanks for your follow up.  

 
 
Not sure if you can help with this aspect? 

 

Issue 2) It is taking extensive time for Toa to log into the app scheduler. 

 

 

 
 
Log in Details are 96794and Password:Splash2020. 

 

 

 
 
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.

 

 

 

 
​When I log in to his account here at the office it responds instantaneously. Strange 

 

 
 
Kind Regards, 

 

 
Jasmine Bourchier | National Launch Coach

Les Mills Asia Pacific | [email-masked] 

 
PO Box 3998 Manuka ACT 2603 AUSTRALIA

tel +61 2 6215 8120 | fax +612 6282 0563 | www.lesmills.com.au

Grab
 your comprehensive guide to reopening from our
 online Re-Set Hub - click
 here to
 download.  

 

 

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: Les Mills International <[email-masked]> 
Sent: Thursday, 10 December 2020 8:36 PM 
To: Greg Cartagena <[email-masked]> 
Cc: Jasmine Bourchier <[email-masked]>; Tyler Adams <[email-masked]> 
Subject: Re: Re: Splash Virtual  

 
 
 Hi Greg, 

 
 Thank you for reaching out to us. 

 
 As per the email trail, we can see that Jasmine raised some concerns about the Splash site which is having issues with Virtual.  

 
 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.  

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.   
 ​ 
 
 Do let us know if you need any further information or assistance with the site. 
 ​ 
 
 Best Regards, 
 Pritish 
 Customer Services 
 Les Mills Virtual App 

Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4157  

 

 
 On Thu, 10 Dec at 6:30 PM 
, Greg Cartagena <[email-masked]> wrote:
 
 Hi Jamine, 

  

 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. 

  

 
 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]

 

 
 
Les Mills Virtual Support link
 to our FAQ's  

 Virtual Video Guide Link:

 
 https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow 

  

 AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm

 

 

 

  

 
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, 10 December 2020 at 3:17 PM 
To: Greg Cartagena <[email-masked]>, Jasmine Bourchier <[email-masked]>, Tyler Adams <[email-masked]> 
Subject: Re: Splash Virtual  

 

   

 

 Hi Jasmine,  

 

   

 
 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.

 

 

 
 
 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 ?

 

 

 

 
 Paul Smith 

 
 
 Director (Vic) 

 
 
 AV Media Systems (VIC) 

 
 
 TEL: 0410 587 544 

 
 
 [email-masked] 

 
 
 (Sent from iPhone) 

 

 

 
 
From: Greg Cartagena <[email-masked]> 
Sent: Thursday, December 10, 2020 4:14:25 PM 
To: Jasmine Bourchier <[email-masked]>; Tyler Adams <[email-masked]> 
Cc: Paul Smith <[email-masked]> 
Subject: Re: Splash Virtual  

 

 

 
 
 Hi Jasmine, 

   

 Welcome back… I thought this was all sorted. I have not seen anything come in from Splash. 

   

 Hey Paul, have you heard from Toa since the AV site visit? 

   

 
 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]

 

 
 
Les Mills Virtual Support link
 to our FAQ's  

 Virtual Video Guide Link:

 
 https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow 

   

 AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm

 

 

 

   

 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:
Jasmine Bourchier <[email-masked]> 
Date: Thursday, 10 December 2020 at 2:58 PM 
To: Greg Cartagena <[email-masked]>, Tyler Adams <[email-masked]> 
Cc: Paul Smith <[email-masked]> 
Subject: Splash Virtual  

 

 

 
 Hi Greg and Paul, 

 

 

 
 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. 

 

 

 
 I noted an email from back in late November mentioning that Splash is ready to launch however had
 a check-in phone call with Toa this afternoon and they are still having issues with Virtual. It is now delaying launch. 

 

   

 

 

 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. 

   

 Issue 2) It is taking extensive time for Toa to log into the app scheduler.  

 Log in Details are
96794 and Password: Splash2020.  

 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. 

   

 Thanks in advance for assisting in finalising this launch case. 

 ​ 

 Kind Regards, 

   

 
Jasmine Bourchier | National Launch Coach

 
 
Les Mills Asia Pacific | [email-masked]

 
 PO Box 3998 Manuka ACT 2603 AUSTRALIA 

 
tel +61 2 6215 8120 | fax +612 6282 0563 | www.lesmills.com.au

 
 Grab your comprehensive guide to reopening from our online Re-Set Hub - click
 here to download. 

 

 

 

 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.