Subject: New Reply Received - Re: Splash Virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 05 Jan 2021 04:01:24 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Re: Splash Virtual  Ticket comment <div class="WordSection1">
<div class="MsoNormal"></div>
<div> </div>
<div class="MsoNormal"><span lang="EN-US"> Hi Kim,</span></div>
<div></div>
<div class="MsoNormal"><span lang="EN-US"> </span></div>
<div></div>
<div class="MsoNormal"><span lang="EN-US">Happy New Year! I hope all is well with you.
</span></div>
<div></div>
<div class="MsoNormal"><span lang="EN-US"> </span></div>
<div></div>
<div class="MsoNormal"><span lang="EN-US">I have spoken to Paul Smith about your recent conference call where he explained the issues at Splash Fitness related to the reoccurring unscheduled automation command triggers that they experienced. I was told that the
 LMI team would look into those points at your end. With no definitive suggestions or answers available I suggest a Plan B to save time.</span></div>
<div></div>
<div></div>
<div class="MsoNormal"><span lang="EN-US"></span></div>
<div> </div>
<div></div>
<div class="MsoNormal"><span lang="EN-US">Was this possibly due to a glitch with the recent Apple IOS or LMV App Update? This matter cannot be left as an open issue much longer so we need to action a solution plan.
</span></div>
<div></div>
<div class="MsoNormal"><span lang="EN-US"></span></div>
<div> </div>
<div></div>
<div class="MsoNormal"><span lang="EN-US">Viable Option?</span></div>
<div></div>
<div></div>
<div class="MsoNormal"><span lang="EN-US">Is it better to copy the studio timetable schedule and config settings, then delete/wipe the LMV App from the iPad Pro,  reload the App, download LMI content again, retest and start again.
</span></div>
<div></div>
<div></div>
<div class="MsoNormal"><span lang="EN-US"></span></div>
<div> </div>
<div></div>
<div class="MsoNormal"><span lang="EN-US">I believe we can copy the timetable schedule and reload to a new App version. You and LMI support can investigate the issue in time, but the club’s studio virtual operations need to have working automation and be playout
 consistently ASAP.</span></div>
<div></div>
<div class="MsoNormal"><span lang="EN-US"> </span></div>
<div></div>
<div class="MsoNormal"><span lang="EN-US">Just looking at having a plan B scenario and rebuild from scratch if needed and be back up and running in a couple of days.
</span></div>
<div></div>
<div class="MsoNormal"><span lang="EN-US"> </span></div>
<div></div>
<div></div>
<div class="MsoNormal">We look forward to your thoughts and suggestions.</div>
<div></div>
<div class="MsoNormal"><span lang="EN-US"> </span></div>
<div></div>
<div>
<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span></div>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'> </span></div>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span></div>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'> </span></div>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg Cartagena | Virtual AV Support Specialist<br>
Les Mills Asia Pacific | <a href="http://www.lesmills.com.au" rel="noreferrer"><span style="color:purple">www.lesmills.com.au</span></a> </span></div>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span></div>
<div></div>
<div class="MsoNormal">
<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Tel
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:black'>+61 455 508 248
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>| Email
<a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a></span>
</div>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'> </span></div>
<div></div>
<div class="MsoNormal">
<b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:black'>Les Mills Virtual Support </span></b><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/36000117739" rel="noreferrer"><span style="color:#0563C1">link
 to our FAQ's</span></a></span></b>
</div>
<div></div>
<div class="MsoNormal"><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif'>Virtual Video Guide Link:
</span></b></div>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'><a href="https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow" rel="noreferrer"><span style="color:#0563C1">https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow</span></a></span></div>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'> </span></div>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm
</span></div>
<div></div>
<div class="MsoNormal" style="background:white"><img width="600" height="128" style="width:6.25in;height:1.3333in" id="Picture_x0020_1" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwODIwMTgxOTksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.8BSDxf7oP47A4PhWjQVYZnTNXABK00_66HlbjTZVDHY" alt="/var/folders/cy/jz6gmzgn12lbvn68mt_q971w0000gn/T/com.microsoft.Outlook/WebArchiveCopyPasteTempFiles/cid4e5d83aa-778e-49ca-92c5-697cfb4b1425"></div>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'> </span></div>
<div></div>
<div class="MsoNormal" style="line-height:11.75pt;background:white"><u><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#999999;background:#FDFDFD'>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.  </span></u></div>
<div></div>
<div class="MsoNormal"><span style="font-size:12.0pt;color:black"> </span></div>
<div></div>
</div>
<div class="MsoNormal"><span lang="EN-US"> </span></div>
<div></div>
<div class="MsoNormal"><span lang="EN-US"> </span></div>
<div></div>
<div style="border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm">
<div class="MsoNormal"><b><span style="font-size:12.0pt;color:black"></span></b></div>
</div>
</div>
<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: <span style="font-size:12.0pt;color:black">Les Mills International &lt;[email-masked]&gt;<br>
<b>Reply-To: </b>Les Mills International &lt;[email-masked]&gt;<br>
<b>Date: </b>Monday, 4 January 2021 at 9:37 PM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Cc: </b>Jasmine Bourchier &lt;[email-masked]&gt;, "[email-masked]" &lt;[email-masked]&gt;, Tyler Adams &lt;[email-masked]&gt;, "[email-masked]" &lt;[email-masked]&gt;, "[email-masked]" &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Re: Splash Virtual</span>
</div>
<div></div>

<div>
<div class="MsoNormal"> </div>
<div></div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Jasmine,</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thank you for your email.</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>At the moment we do not have any updates as the Team is on Christmas Break and will be back probably by next week.</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Happy New Year,</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:#183247'>Olesia</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:#183247'>Customer Services</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:#183247'>Les Mills Virtual App</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><br>
Ticket: <a href="https://immersivesupport.lesmills.com/helpdesk/tickets/4157" rel="noreferrer">https://immersivesupport.lesmills.com/helpdesk/tickets/4157</a></span></div>
<div></div>
</div>
<div>
<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt">
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Wed, 23 Dec, 2020 at 3:22 AM
<span class="separator">, Les Mills International &lt;[email-masked]&gt; wrote:
</span></span></div>
<div></div>
<div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Paul,</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thank you for your quick response and updates.</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>We will wait for further developments on this matter.</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>We wish you an awesome holidays.</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Best wishes,</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Olesia</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:#183247'>Customer Services</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:#183247'>Les Mills Virtual App</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><br>
Ticket: <a href="https://immersivesupport.lesmills.com/helpdesk/tickets/4157" rel="noreferrer">https://immersivesupport.lesmills.com/helpdesk/tickets/4157</a>
</span></div>
<div></div>
</div>
<div>
<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt">
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Tue, 22 Dec at 11:39 PM
<span class="separator">, Paul Smith &lt;[email-masked]&gt; wrote: </span></span></div>
<div></div>
<div>
<div>
<div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Pritish,
</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>I spoke to Kim yesterday and provided the description of the fault as per my earlier email and he is looking into the issue at his end and will be back in touch with me.  At this
 stage no definitive suggestion or answers to resolve the phantom triggering of the projector in the main studio or the automation not operating for scheduled classes in the reformer studio.
</span></div>
<div></div>
</div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Our office will be closed from midday tomorrow until Jan 11 th so it may be after the 11th u til we can address this issue now I’m afraid. </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Paul Smith</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Director (Vic)</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>AV Media Systems (VIC)</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>TEL: 0410 587 544</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>[email-masked]</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>(Sent from iPhone)</span></div>
<div></div>
</div>
</div>
</div>
</div>
<div class="MsoNormal" align="center" style="text-align:center"><span class="separator"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
<hr align="center">
</span></span></div>
<div>
<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt">
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Tuesday, December 22, 2020 6:29:39 PM<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;; Colin Garard &lt;[email-masked]&gt;; Paul Smith &lt;[email-masked]&gt;; [email-masked]
 &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Re: Splash Virtual </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div>
<div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​Hi Paul,</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>I hope you are doing well.</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Could you please share an update with us following the conversation Les Mills Team? </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Looking forward to your reply soon. </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​Best regards,</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Pritish</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Customer Services </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Les Mils Virtual App<br>
<br>
Ticket: <a href="https://immersivesupport.lesmills.com/helpdesk/tickets/4157" rel="noreferrer">https://immersivesupport.lesmills.com/helpdesk/tickets/4157</a>
</span></div>
<div></div>
</div>
<div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
</div>
<div>
<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt">
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Mon, 21 Dec at 4:21 PM
<span class="xseparator">, Toa Su'a &lt;[email-masked]&gt; wrote: </span></span></div>
<div></div>
<div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Charlotte</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Apologies for the delay</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><img width="387" height="508" style="width:4.0312in;height:5.2916in" id="x_925b3803-fa7e-4291-a34b-ca395e4b0e0a" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwODEyMzAyMzUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.96ePO5j5HoEI7EQNrslr10-wXL32ITCSbkbGZFIe_AA" alt="Image"></span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
</div>
</blockquote>
</div>
</div>
</div>
</div>
</blockquote>
</div>
</blockquote>
</div>
</div>
</blockquote>
</div>
</div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
</span></div>
<div></div>
</div>

</blockquote></div>  https://immersivesupport.lesmills.com/helpdesk/tickets/4157