Subject: Assigned to Group - SPLASH Virtual
From: Les Mills International <[email-masked]>
To: [email-masked], [email-masked]
Date: Wed, 16 Dec 2020 12:10:03 +0000

Hi  A new ticket has been assigned to your group "Level 1". Please follow the link below to view the ticket.  SPLASH Virtual  
Hi All,

I would like to provide some detailed findings and seek assistance in addressing ongoing virtual issues at Splash which have caused frustrations for the customer and delayed their virtual launch,  in addition to  AVMS having invested more than 12 hours over 3 site visits in an effort to fault find and deliver a working solution to the facility for the virtual classes.

Please see the reported issues, the steps taken and the conclusions below, two of which are unresolved - I have included Toa Su'a in this email (customer contact) who can confirm the details below.
LMI Support - please note that this site is 3 hours return travel from our office, Toa is familiar with the App, accessing the Admin page and scheduling classes therefore Im sure he will be happy to assist with obtaining further information or manually testing the systems to provide a faster resolution.

Group Fitness Studio

Issue:

  *   Customer has reported projector and screen activating during live classes each morning
  *   Previous site visit in November found no fault or error with system and  did not detect any reason for this phantom operation of projector and screen
  *   AVMS believed problem had ceased - Problem has actually continued and reported again this week by customer
  *   Attended today at midday and found projector operating (no image projected) and screen lowered with NO scheduled classes until 1300 hrs

  *   Customer checked CCTV cameras for studio and found projector/screen activating each day at 9.15AM (during 9AM live class)
  *   No virtual schedule exists for this time in any of the three studios and no class  scheduled in this studio until 1300 hrs
  *   Accessed Admin settings of App - pressed Power Off - and projector switched off and screen retracted.
  *   Pressed Power ON and projector activated with screen -
  *   Projector settings are correct, Ipad settings correct and App settings correct

Conclusion : The projector is undoubtedly  receiving an ON command each day at 0915 - it is remaining ON and the 1300hr scheduled class is playing, at the end of this class the OFF command is sent and the projector switches OFF until 9.15AM next morning
(Issue unresolved)

Cycle Studio

Issue: Customer reported image on screen was purple.

  *   Attended site with new 30W apple power supply, Bluestream SM11 embedder/de-embedder, and Satechi multiport adaptor.
  *   Upon arrival, noted to customer that dedicated router was once again Off line, Ipad not synced with scheduler for 7 days - client advised to have their IT contractor to investigate and provide IP range for router on the 192.168.X.X range (3rd time router has been disconnected)
  *   On arrival we manually started a class, which commenced with a purple screen and video
  *   Powered Off Ipad pro and restarted - image on screen was purple (apple screen and apps - Not LM virtual)
  *   Disconnected 20W power supply and installed Apple 30W power supply while class was playing - no affect - image remained purple
  *   Again, powered Off Ipad pro and restarted - image on screen was purple (apple screen and apps - Not LM virtual)
  *   Re-installed Apple 20W adaptor and manually started class played in purple
  *   Paused video manually
  *   Disconnected Kramer FC-69 EDID/audio de-embedder and installed bluestream SM11- no affect-image remained purple
  *   Re-installed Kramer FC-69 and image remained purple
  *   Disconnected Apple multiport adaptor from Ipad Pro and fitted Satechi Type C multiport adaptor, connected 20W power supply, Kramer FC-69 and ethernet - started class and class played perfectly.
  *   Re-fitted Apple 30W power supply as precaution

Conclusion:
Fault appeared to occur from Apple Multiport adaptor through process of elimination
Customer satisfied that colour issue has been corrected with alternative multiport adaptor and will arrange IT to provide IP settings for router.
(Issue resolved) IP address concern to be taken up by customer

Reformer Studio
Background info - all three studios at this site has been installed prior to class content being available for download and testing. At the time of installation, IP settings were done, and automation tested via the App "test power on" " and "test power off" . This projector functioned perfectly for automation tests.

Issue:

  *   Customer has reported that scheduled test class is always running with audio but no video
  *   Static IP address for projector is set to 192.168.1.108 and also set within LM App
  *   Initiating the projector automation via the "test power ON" and "Test Power Off" commands within the App starts and stops the projector perfectly  (as witnessed by customer) this was tested multiple times prior to the scheduled class at 1300 hrs
  *   The scheduled class for today (Wed Dec 16th for 1300hrs)  did not start the projector
  *   Accessing the admin section of the App, and pressing Test Power On/Off started the projector and the scheduled class was playing.
  *   Three classes were selected from the Admin section and when activated manually - the projector functioned well each time.

Conclusion:  Scheduled classes are not automating the projector but manually started classes will
(Issue unresolved)

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Paul Smith
Director
av media systems (Vic)

Unit 16/45 Normanby Road
Notting Hill Vic 3168
Australia
tel:   +61 3 9543 6525
fax:  +61 3 9543 6772
mob +61 410 587 544
www.avsystems.com.au<http://www.avsystems.com.au/>
[email-masked]<mailto:[email-masked]>

MELBOURNE - SYDNEY - BRISBANE - PERTH

CHRISTMAS CLOSURE:
AV Media Systems VIC will be closed from Thursday December 24th  2020
We will re-open 9am Monday January 11th  2021
Best wishes to all for the upcoming festive season!

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 https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4179