Subject: Ticket re-opened - [#4157] Re: Splash Virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 16 Dec 2020 22:37:54 +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, 

  

 Diagram for Splash reformer studio is attached.

 

 
 Please see comments below , 

  

 Thank you.  

  

 

 Paul Smith 

 Director (Vic) 

 AV Media Systems 

 0410 587 544 

 9543 6525 

 [email-masked] 

  

 

 
  
 From: Les Mills International <[email-masked]>
 
Sent: Thursday, 17 December 2020 8:43 AM 
To: Paul Smith <[email-masked]> 
Cc: [email-masked]; [email-masked]; [email-masked]; [email-masked]; Colin Garard <[email-masked]> 
Subject: Re: SPLASH Virtual

 

   

 
 
 Hi All, 

 
 
 ​ 

 
 
 For the Group Fitness Studio could Toa please send through a photo of the Automation settings in the App please.  Under Settings > Automation.
Just to confirm, all manually initiated classes are playing well, and the single scheduled daily 1300 hrs scheduled classes is playing well, but phantom operation each day at 9.15AM with no Off command. 

 
 
 ​ 

 
 
 For the resolved issue in the Cycle studio, if the pink screen appears again, please try removing the EDID and playing scheduled content without one (you might experience
 glitching without an EDID but we need to establish which piece of equipment is causing this specific issue, by removing each component one by one).
I agree, although at present, based on our process yesterday it seems to be the multiport adaptor however if it occurs again the culprit may well be the Kramer FC-69 but its worth noting that it also remained purple with the Bluestream
 SM11. 

 

 

 

 
 
 For the issue in the Reformer studio, Paul please could you provide a schematic of how the system is setup and confirm which EDID make and model is in place please?  Toa,
 please could you take a photo of the Automation settings on the App and then disable Automation and turn the projector on and off manually, are scheduled classes stable (audio and video plays) with Automation turned off?  Please ensure all the scheduled classes
 have sync'd to the App in advance as well. Charlotte I can confirm we tried this yesterday with Toa – we switched the projector ON manually (at projector and not the App) and the class was playing)

 

  

 
 
 Hoping we can narrow this down quickly with the above info. 

 

   

 
 Thanks 

 

   

 
 Charlotte 

 

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

 

  

 

 
 
On Thu, 17 Dec at 12:25 AM
, Paul Smith <[email-masked]> wrote:

 

 

 

 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)

 

   

 

 

 

 

   

 

 

 

 
CLICK HERE to view our Corporate profile VIDEO

 

 

 

 

 

 

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 

 

[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!

 

 

 

 

 

 

 

 

 
4179:859387

 

  

Attachments :
1. Splash reformer studio.pdf