Subject: New Reply Received - Re: Splash Virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 17 Dec 2020 00:37:15 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Re: Splash Virtual  Ticket comment <div>
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<div style="direction: ltr">Yes wifi is disabled, I confirmed that yesterday <span id="ms-outlook-ios-cursor">
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<div style="direction: ltr">Paul Smith</div>
<div style="direction: ltr">Director (Vic)</div>
<div style="direction: ltr">AV Media Systems (VIC)</div>
<div style="direction: ltr">TEL: 0410 587 544</div>
<div style="direction: ltr">[email-masked]</div>
<div style="direction: ltr">(Sent from iPhone)</div>
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Thursday, December 17, 2020 11:30:20 AM<br>
<b>To:</b> [email-masked] &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked] &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;;
 Colin Garard &lt;[email-masked]&gt;; Paul Smith &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Re: Splash Virtual
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<div dir="ltr">Hi Paul,</div>
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<div dir="ltr">Thanks for this, as the Reformer studio is using ethernet, has wifi been disabled on the iPad?</div>
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<div dir="ltr">Thanks</div>
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<div dir="ltr">Charlotte<br>
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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, 17 Dec at 11:37 AM <span class="x_separator">
, Paul Smith &lt;[email-masked]&gt; wrote:
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<div class="x_MsoNormal"><span style="">Hi Charlotte,</span></div>
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<div class="x_MsoNormal"><span style="color:#7030A0">Please see comments below ,</span></div>
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<div class="x_MsoNormal"><span style="">Thank you. </span></div>
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<div class="x_MsoNormal"><i><span style='font-family:"Arial",sans-serif'>Paul Smith</span></i></div>
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<div class="x_MsoNormal">Director (Vic)</div>
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<div class="x_MsoNormal"><b>AV Media Systems</b></div>
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<div class="x_MsoNormal"><a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a></div>
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<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Thursday, 17 December 2020 8:43 AM<br>
<b>To:</b> Paul Smith &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked]; [email-masked]; [email-masked]; [email-masked]; Colin Garard &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: SPLASH Virtual</span> </div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Hi All,</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>For the Group Fitness Studio could Toa please send through a photo of the Automation settings in the App please.  Under Settings &gt; Automation.
<span style="color:#7030A0">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.</span></span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>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).
<span style="color:#7030A0">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
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>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. <span style="color:#7030A0">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)
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Hoping we can narrow this down quickly with the above info.</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Thanks</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Charlotte</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4179" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4179</a></span></div>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>On Thu, 17 Dec at 12:25 AM
<span class="x_separator">, Paul Smith &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Hi All,
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>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.</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>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
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>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.</span></div>
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<b><u><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Group Fitness Studio</span></u></b><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'></span>
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<u><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Issue:</span></u><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'></span>
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<li class="x_MsoListParagraph" style="mso-list:l2 level1 lfo1"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Customer has reported projector and screen activating during live classes each morning
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<li class="x_MsoListParagraph" style="mso-list:l2 level1 lfo1"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Previous site visit in November found no fault or error with system and  did not detect any reason for this phantom operation of
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<li class="x_MsoListParagraph" style="mso-list:l2 level1 lfo1"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>AVMS believed problem had ceased - Problem has actually continued and reported again this week by customer
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<li class="x_MsoListParagraph" style="mso-list:l2 level1 lfo1"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Attended today at midday and found projector operating (no image projected) and screen lowered with NO scheduled classes until
 1300 hrs
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<li class="x_MsoListParagraph" style="mso-list:l0 level1 lfo2"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Customer checked CCTV cameras for studio and found projector/screen activating
<u>each day</u> at 9.15AM (during 9AM live class)
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<li class="x_MsoListParagraph" style="mso-list:l0 level1 lfo2"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>No virtual schedule exists for this time in any of the three studios and no class  scheduled in this studio until 1300 hrs
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<li class="x_MsoListParagraph" style="mso-list:l0 level1 lfo2"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Accessed Admin settings of App – pressed Power Off – and projector switched off and screen retracted.
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<li class="x_MsoListParagraph" style="mso-list:l0 level1 lfo2"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Pressed Power ON and projector activated with screen –
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<li class="x_MsoListParagraph" style="mso-list:l0 level1 lfo2"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Projector settings are correct, Ipad settings correct and App settings correct
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<u><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Conclusion
</span></u><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>: 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</span> </div>
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<b><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif; background:yellow'>(<span style="color:red">Issue unresolved</span></span></b><b><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>)</span></b><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'></span>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Issue: Customer reported image on screen was purple.</span></div>
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<li class="x_MsoListParagraph" style="mso-list:l1 level1 lfo3"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Attended site with new 30W apple power supply, Bluestream SM11 embedder/de-embedder, and Satechi multiport adaptor.
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<li class="x_MsoListParagraph" style="mso-list:l1 level1 lfo3"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>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 (3<sup>rd</sup> time router has been disconnected)
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<li class="x_MsoListParagraph" style="mso-list:l1 level1 lfo3"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>On arrival we manually started a class, which commenced with a purple screen and video
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<li class="x_MsoListParagraph" style="mso-list:l1 level1 lfo3"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Powered Off Ipad pro and restarted – image on screen was purple (apple screen and apps – Not LM virtual)
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<li class="x_MsoListParagraph" style="mso-list:l1 level1 lfo3"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Disconnected 20W power supply and installed Apple 30W power supply while class was playing – no affect – image remained purple
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<li class="x_MsoListParagraph" style="mso-list:l1 level1 lfo3"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Again, powered Off Ipad pro and restarted – image on screen was purple (apple screen and apps – Not LM virtual)
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<li class="x_MsoListParagraph" style="mso-list:l1 level1 lfo3"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Re-installed Apple 20W adaptor and manually started class played in purple
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<li class="x_MsoListParagraph" style="mso-list:l1 level1 lfo3"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Paused video manually
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<li class="x_MsoListParagraph" style="mso-list:l1 level1 lfo3"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Disconnected Kramer FC-69 EDID/audio de-embedder and installed bluestream SM11- no affect-image remained purple
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<li class="x_MsoListParagraph" style="mso-list:l1 level1 lfo3"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Re-installed Kramer FC-69 and image remained purple
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<li class="x_MsoListParagraph" style="mso-list:l1 level1 lfo3"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Disconnected Apple multiport adaptor from Ipad Pro and fitted Satechi Type C multiport adaptor, connected 20W power supply, Kramer
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<li class="x_MsoListParagraph" style="mso-list:l1 level1 lfo3"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Re-fitted Apple 30W power supply as precaution
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<u><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Conclusion:</span></u><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'></span>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Fault appeared to occur from Apple Multiport adaptor through process of elimination</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Customer satisfied that colour issue has been corrected with alternative multiport adaptor and will arrange IT to provide IP settings for router.</span></div>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif; background:yellow'>(Issue resolved)</span><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'> IP address concern to be taken up by customer</span>
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<b><u><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Reformer Studio</span></u></b><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'></span>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>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.</span></div>
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<u><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Issue:</span></u><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'></span>
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<li class="x_MsoListParagraph" style="mso-list:l3 level1 lfo4"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Customer has reported that scheduled test class is always running with audio but no video
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<li class="x_MsoListParagraph" style="mso-list:l3 level1 lfo4"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Static IP address for projector is set to 192.168.1.108 and also set within LM App
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<li class="x_MsoListParagraph" style="mso-list:l3 level1 lfo4"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>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
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<li class="x_MsoListParagraph" style="mso-list:l3 level1 lfo4"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>The scheduled class for today (Wed Dec 16<sup>th</sup> for 1300hrs)  did not start the projector
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<li class="x_MsoListParagraph" style="mso-list:l3 level1 lfo4"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Accessing the admin section of the App, and pressing Test Power On/Off started the projector and the scheduled class was playing.
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<li class="x_MsoListParagraph" style="mso-list:l3 level1 lfo4"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Three classes were selected from the Admin section and when activated manually – the projector functioned well each time.
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<u><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Conclusion:</span></u><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>  Scheduled classes are not automating the projector but manually started
 classes will</span> </div>
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<b><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif; background:yellow'>(<span style="color:red">Issue unresolved</span>)</span></b><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'></span>
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<b><span style='font-size:10.0pt; font-family:"Arial",sans-serif; color:navy'><a href="https://youtu.be/HEXsVd7WSXw" rel="noreferrer"><span style="color:#0563C1">CLICK HERE to view our Corporate profile VIDEO</span></a></span></b><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:8.0pt; font-family:"Arial",sans-serif; color:navy'>Unit 16/45 Normanby Road</span><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'></span>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'><a href="http://www.avsystems.com.au/" rel="noreferrer"><span style='font-family:"Arial",sans-serif'>www.avsystems.com.au</span></a></span></div>
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<b><span style='font-size:12.0pt; font-family:"Arial",sans-serif; color:navy'>MELBOURNE - SYDNEY - BRISBANE - PERTH  </span></b><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'></span>
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<b><span lang="EN-US" style='font-size:14.0pt; font-family:"Helvetica",sans-serif; color:#C00000'>CHRISTMAS CLOSURE:
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<b><span lang="EN-US" style='font-size:14.0pt; font-family:"Helvetica",sans-serif; color:#C00000'>AV Media Systems VIC will be closed from
<u>Thursday December 24<sup>th</sup>  2020</u></span></b><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'></span>
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<b><span lang="EN-US" style='font-size:14.0pt; font-family:"Helvetica",sans-serif; color:#C00000'>We will re-open
<u>9am Monday January 11<sup>th</sup>  2021</u></span></b><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'></span>
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<b><span lang="EN-US" style='font-size:14.0pt; font-family:"Helvetica",sans-serif; color:#C00000'>Best wishes to all for the upcoming festive season!</span></b><span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>
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<span style='font-size:1.0pt; font-family:"fdtktid",serif; color:white'>4179:859387</span><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4157