Subject: Assigned to Group - FW: Moranbah Boxing Club- problems with virtual installation
From: Les Mills International <[email-masked]>
To: [email-masked], [email-masked]
Date: Thu, 17 Dec 2020 00:20:49 +0000

Hi  A new ticket has been assigned to your group "Level 1". Please follow the link below to view the ticket.  FW: Moranbah Boxing Club- problems with virtual installation  Hi LMI Support,

We have a reported issue saying that playback has been stopping early in the program. I have sent her the following link to follow for now and report to you as I do not have access to back end.

Thanks

Greg

I'm experiencing App issues. What are my initial troubleshooting steps?
________________________________
If you experience an issue with playback of classes in admin mode or a sudden drop in App performance, please follow these steps in this order outside of Virtual class playback:
1. Run a Diagnostics Test:
a. Unlock the padlock to the top right of the App
b. Navigate to 'Version' > click on 'Run Diagnostics Test'
c. The test will start automatically.
2. Force close the APP by minimising it and swiping it off the screen:
https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000154214-how-to-force-close-the-app
(You might need to exit Guided Access first by triple clicking the home or side button on the iPad)

3: Re-boot the iPad

4. Unplug and re-plug the Apple adapter that connects to the iPad and the HDMI cable that connects to the Apple Adapter.

IMPORTANT TIP: never delete the APP

If none of these work, please contact support and they'll investigate further.

Kind Regards,

Greg

Greg Cartagena | Virtual AV Support Specialist
Les Mills Asia Pacific | www.lesmills.com.au<http://www.lesmills.com.au>
PO Box 3998 Manuka ACT 2603 AUSTRALIA
Tel +61 455 508 248 | Email [email-masked]<mailto:[email-masked]>

Les Mills Virtual Support link to our FAQ's<https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/36000117739>
Virtual Video Guide Link:
https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow

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

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From: Kathryn Tighe <[email-masked]>
Date: Thursday, 17 December 2020 at 8:10 AM
To: Greg Cartagena <[email-masked]>
Subject: Fw: Moranbah - problems with virtual installation

Hi Greg, would you be able to follow-up on the below, it turns out Moranbah have been having some issues with the installation...

________________________________
From: Manager Moranbah Boxing and Sporting Club <[email-masked]>
Sent: Wednesday, 16 December 2020 5:21 PM
To: [email-masked] <[email-masked]>
Cc: [email-masked] <[email-masked]>; Jasmine Bourchier <[email-masked]>
Subject: RE: Screen and Projector

Hi Ben,

We have been having issues over the past few weeks with virtual, it has only been brought to my attention yesterday. members telling me the classes stop half way through classes or 10 minutes in, So yesterday I ran a cx works class and it cut out 5 minutes out from the end of the track. Can you please let me know what can be done as I have members giving me feedback that they don’t like the virtual.

I am concerned that in our non-staffed weeks, this is going to cause an issue. 21/12/2020-3/01/2021.

Regards,

Jennifer Goostrey / Manager

Moranbah Boxing & Sporting Club Inc.

Ph: (07) 4941 8965 M:  0414627036

Fax:  (07) 4941 7967

E:[email-masked]<mailto:[email-masked]>

PO Box 290

Tallon Street

MORANBAH QLD 4744

From: Wade Schrader [mailto:[email-masked]] On Behalf Of [email-masked]
Sent: Friday, 16 October 2020 8:14 AM
To: 'Manager Moranbah Boxing and Sporting Club'
Cc: [email-masked]; 'Jasmine Bourchier - Les Mills'
Subject: RE: Screen and Projector

Hi Jennifer,

Laptop should be fine. Would you be able to install anydesk for us and give me a call when you are ready for me to connect?

https://anydesk.com/en/downloads/windows

Thanks,

Wade Schrader | D: +612 8578 8296 | O: +612 9540 4000 | www.compactmonitor.com.au

This e-mail and its contents are confidential, protected by law and legally privileged. Only access by the addressee is authorised. In the event that you are not the addressee, please notify the sender immediately. Do not discuss, disclose the contents to any person, or store or copy the information in any medium or use it for any purpose whatsoever. Copyright in this e-mail (and any attachments created by Compact Monitor Systems Australia (CMSA) belongs to CMSA which asserts the right to be identified as such and hereby objects to any misuse thereof.

From: Manager Moranbah Boxing and Sporting Club <[email-masked]>
Sent: Thursday, 15 October 2020 4:08 PM
To: [email-masked]
Cc: [email-masked]; 'Jasmine Bourchier - Les Mills' <[email-masked]>
Subject: RE: Screen and Projector

Hi Wade,

I have had issue with the screen again today going up mid class. The only computer I have onsite  you can access will be a laptop that is not used a lot. Is that something that is going to help. ? I won’t be able to free my computer as I have a lot of work going on.

Regards,

Jennifer Goostrey / Manager

Moranbah Boxing & Sporting Club Inc.

Ph: (07) 4941 8965 M:  0414627036

Fax:  (07) 4941 7967

E:[email-masked]<mailto:[email-masked]>

PO Box 290

Tallon Street

MORANBAH QLD 4744

From: Wade Schrader [mailto:[email-masked]] On Behalf Of [email-masked]<mailto:[email-masked]>
Sent: Friday, 9 October 2020 4:52 PM
To: [email-masked]<mailto:[email-masked]>
Cc: [email-masked]<mailto:[email-masked]>; Jasmine Bourchier - Les Mills
Subject: RE: Screen and Projector

Hi Jennifer,

Thanks for your time on the phone.

As discussed, if you can give us remote access to a PC on site there we can jump in and do some reprogramming to allow us to monitor more closely what the issue is when it occurs.

Preferred remote access software is anydesk - https://anydesk.com/en/downloads

Give me a call on Monday when you are ready.

Thanks,

Wade Schrader | D: +612 8578 8296 | O: +612 9540 4000 | www.compactmonitor.com.au

This e-mail and its contents are confidential, protected by law and legally privileged. Only access by the addressee is authorised. In the event that you are not the addressee, please notify the sender immediately. Do not discuss, disclose the contents to any person, or store or copy the information in any medium or use it for any purpose whatsoever. Copyright in this e-mail (and any attachments created by Compact Monitor Systems Australia (CMSA) belongs to CMSA which asserts the right to be identified as such and hereby objects to any misuse thereof.

From: Manager Moranbah Boxing and Sporting Club <[email-masked]<mailto:[email-masked]>>
Sent: Friday, 9 October 2020 4:03 PM
To: [email-masked]<mailto:[email-masked]>
Cc: Jasmine Bourchier <[email-masked]<mailto:[email-masked]>>
Subject: Screen and Projector

Hi Ben,

Just letting you know last night again in the middle of a class the projector turned off and screen went up and the music and IPAD kept playing.

I had to come in and use remotes to turn both back on !

Can you assist in preventing this happening in the future ?

Regards,

Jennifer Goostrey / Manager

Moranbah Boxing & Sporting Club Inc.

Ph: (07) 4941 8965 M:  0414627036

Fax:  (07) 4941 7967

E:[email-masked]<mailto:[email-masked]>

PO Box 290

Tallon Street

MORANBAH QLD 4744

 https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4181