Subject: Ticket re-opened - [#4210] Re: Virtual issues at Fitness First Bondi Platinum
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 06 Jan 2021 23:05:21 +0000

Hi Pritish Nandi,  Ticket “#4210 – Re: Virtual issues at Fitness First Bondi Platinum” has been reopened, please visit https://immersivesupport.lesmills.com/helpdesk/tickets/4210 to view the ticket.  Ticket comment   
Hi team, 

 
 
Sorry for these issues. I can imagine it's quite frustrating. 

 
 
Please let me know once you hear back from Ceri and perhaps Compact can find a work-around if not. 

 

 

 

 

 

 

 

 

 
 
Miriam 

 
Miriam Jaclyn Cohen | Business Partnership Manager NSW

 
Les Mills Asia Pacific |  

 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
tel +61 481 213 176 | fax +612 6282 0563 | [email-masked] | www.lesmills.com.au | Linkedin

 

 
Get your 2021 Workshop Calendar
here!

 

 

 

 

 

 

 

 

 
 
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.   

 

 

 

 

 

 
  
 From: Melinda Crompton <[email-masked]> 
Sent: Wednesday, 6 January 2021 6:41 PM 
To: Bondi Platinum GFM <[email-masked]> 
Cc: Bill Richardson <[email-masked]>; Les Mills International <[email-masked]>; Miriam Cohen <[email-masked]>; Wade Schrader <[email-masked]>; [email-masked]
 <[email-masked]> 
Subject: Re: Virtual issues at Fitness First Bondi Platinum

 
 What a mess. Okay that makes sense  

 
 On Wed, 6 Jan 2021 at 18:22, Bondi Platinum GFM <[email-masked]> wrote: 

 
 Hi Mel, 

 
 IT do not have the password and we have been trying all day to see if we can get it.  The Apple ID was originally set up by Ceri Henderson, who is now in the UK.  I have managed to
 reset the password, but there are security questions which Ceri set up and I have sent her a message on messenger to see if we can get the answers (I still keep in contact with Ceri). 

 
 Hopefully we can get this sorted 

 
 Very sorry  

 
 Thank you  

 
 Sue 

 

 

 

 

 

 

 
 Sue Weaver 
 
Group Fitness Manager I Fitness
 First Australia 
Bondi Platinum and Bondi Spring Street Platinum

 
BP : Level 6, Westfield

500 Oxford Street, Bondi Junction 
SS : Level 1, 
110 Spring Street, Bondi Junction

T (02) 9021 4521 | T (02)
 8383 5826 | M 0450 957 422

 

 

 

 

 

 

 

 

 

 

 

 
 
 On Wed, 6 Jan 2021 at 18:15, Melinda Crompton <[email-masked]> wrote: 

 Hi All 

 
 I have spoken to Brad about this one already at Compact. Sue the account is owned by FLG so they should be able to give you a password if you simply log a ticket with them. 

 
 I explained this to Andrew a couple of days ago. Have you spoken to IT to get the password on the account?  

 
 Thanks Mel 

 

 
 On Wed, 6 Jan 2021 at 18:10, Bill Richardson <[email-masked]> wrote: 

 
 
 HI Sue & Miriam, 
   
 Happy new year to everyone. 
   
 Thanks for your email. 
   
 DO NOT wipe the ipad please.  This is not necessary. 
   
 Please create a workorder in the system for us to attend site and rectify the issue. 
   
 I have copied in our technical team who will have the correct information for us to be able to get the LM app working again. I have also copied Mel Crompton who will need to be across this  WO. 
   
 @Brad – please make this a priority and lets arrange to get someone there asap. 
   
 @ Wade is there anything the club can do locally, or do we need to attend and remove the ipad for reset? 
   
 Thanks team. 
   
 Bill 

 
 
 Bill Richardson 
 
MANAGING DIRECTOR

 
Compact Monitor Systems
Australia
 
 t) 61 2 9540 4000 
 m) 61 418 900 211 

 

   

 
From: Bondi Platinum GFM <[email-masked]>
 
Sent: Wednesday, 6 January 2021 5:51 PM 
To: Miriam Cohen <[email-masked]> 
Cc: Les Mills International <[email-masked]>;
[email-masked] 
Subject: Re: Virtual issues at Fitness First Bondi Platinum

 

 
 
 Hi Miriam, 

   

 Thank you for your email.  Unfortunately as the IPad is disabled and says connect to ITunes.  I have turned it off and on and I cannot get into the IPad at all 

   

 I went to the Apple Store who said in order to get into the IPad, I will need to copy everything onto a USB stick and then they will need to wipe the IPad completely and then restore everything
 back onto the IPad again.  This is an expensive task. 

   

 Thank you  

   

 Take Care 

   

 Sue 

   

 

 

 

 

 

 

 

 
Sue Weaver

 
 
Group Fitness Manager I Fitness
 First Australia 
Bondi Platinum and Bondi Spring Street Platinum

 
 
BP : Level 6, Westfield

500 Oxford Street, Bondi Junction 
SS : Level 1, 
110 Spring Street, Bondi Junction

T (02) 9021 4521 | T (02) 8383 5826 | M 0450 957 422

 

 

 

 

 

 

 

 

 

 

 

 

 
 
 On Wed, 6 Jan 2021 at 16:11, Miriam Cohen <[email-masked]> wrote:

 

 Hi Sue, 

   

 Sorry to hear about this issue. I have copied Bill in from Compact Monitor in case this is an iPad issue, not a virtual app issue. 

   

 Do you know if someone was able to access the home button? 

 

 

 
 
Miriam

 

Miriam Jaclyn Cohen | Business Partnership Manager NSW

 
 
Les Mills Asia Pacific | 

 
 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
tel +61 481 213 176 | fax +612 6282 0563 | 
[email-masked] | 
www.lesmills.com.au | Linkedin

 

 
 
Get your 2021 Workshop Calendar
here!

 

 

 

 

 

 

 
 
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.  

 

 

 

   

 

 
From: Bondi Platinum GFM <[email-masked]> 
Sent: Wednesday, 6 January 2021 3:35 PM 
To: Les Mills International <[email-masked]>; Miriam Cohen <[email-masked]> 
Subject: Re: Virtual issues at Fitness First Bondi Platinum 

  

 

 
 Hi  

   

 This is Sue Weaver, Group Fitness Manager at Bondi Platinum Fitness First 

   

 The Virtual IPad has disabled and is saying connect to ITunes. 

   

 All the emails we have for Apple ID will not work. 

   

 Do you have another email by any chance, that was connected to the IPad? 

   

 Many thanks for your help 

   

 Kind Regards 

   

 Sue 

   

 

 

 

 

 

 

 

 
Sue Weaver

 
 
Group Fitness Manager I Fitness
 First Australia 
Bondi Platinum and Bondi Spring Street Platinum

 
 
BP : Level 6, Westfield

500 Oxford Street, Bondi Junction 
SS : Level 1, 
110 Spring Street, Bondi Junction

T (02) 9021 4521 | T (02) 8383 5826 | M 0450 957 422

 

 

 

 

 

 

 

 

 

 

 

 

 
 
 On Wed, 11 Nov 2020 at 09:35, Les Mills International <[email-masked]> wrote:

 

 
 Hi Brad, 

 ​ 

 Thanks for confirming the setup.  Is the Blustream unit locked for 1080p HD video footage (input and output)?  The unit doesn't scale provided it's been setup according
 to the attached specs in the article link below. 

   

 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084205-what-is-an-edid-and-why-would-i-need-one- 

   

 It sounds like the switcher or processor are detecting the wrong signal settings momentarily (EDID).  It could also be a cable fault, causing the signal EDID to flick unpredictably. 

   

 Does that help? 

   

 Thanks 

   

 Charlotte 

  
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097 

 

 

 On Tue, 10 Nov at 7:50 PM , Brad.richardson <[email-masked]> wrote:

 
 Hi Miriam & Pritish, 

   

 The content is currently expending in the top left of the video wall, and at times not displaying content at all. We replaced the HDMI to USB-C adaptor to the iPad, which
 resolved it momentarily but then it went back to the expanded issue. The content seems to be displaying as it should after cabling is reset and a virtual class is reset for 30 minutes – 2 hours before expanding again.   

 The club also has a Teambeats console in the studio and it is not experiencing the same issue. The de-embedders for both consoles were swapped to identify if one of them was
 creating the fault, and the issue occurred again with the swapped unit. 

   

 Please do not hesitate to contact me with any questions. 

   

 Thank you 

   

 
 
Brad Richardson

 
 
OPERATIONS MANAGER

 

Compact Monitor Systems
Australia

 

t) 61 2 9540 4000

 
 
m) 61 432 338 942

 

 
 
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From: Miriam Cohen <[email-masked]>
 
Sent: Tuesday, 10 November 2020 9:18 AM 
To: Les Mills International <[email-masked]> 
Cc: 
[email-masked]; 
[email-masked]; 
[email-masked] 
Subject: Re: Virtual issues at Fitness First Bondi Platinum

 

 

 
Hi Bill and Brad.

 

   

 

Is the virtual system at Bondi Platinum working now?

 

   

 

If not, can you please reply to all with the following information?

 

   

 

I imagine it's not a set up issue but I think the Les Mills Virtual Support team need to rule that out:

 

   

 

 
 
Could you please let us know if you are using all the right equipment for the Virtual Setup? You can cross-check the equipment from the
 link below.

 

 
​

 

 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-

 

 
​

 

 
Also, what is the make and model of the EDID installed?

 

   

 

​You can check this information from your AV provider or the hardware supplier.

 

   

 

Once we have the information we would be able to advise you further. 

 

 
​

 

 
Kind regards,

 

 
Pritish

 

 
Customer Services

 

 
Les Mills Virtual App 

 

 

 

 
 
Miriam

 

 

Miriam Jaclyn Cohen | Business Partnership Manager NSW

 

 
 
Les Mills Asia Pacific | 

 

 
 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
tel +61 481 213 176 | fax +612 6282 0563 | 
[email-masked] | 
www.lesmills.com.au | Linkedin

 

 

 

 

 
WORLD UNITED | A fully customisable global event | Re-engage & attract members | Turbocharge your relaunch | www.lesmills.com.au/united

 

 

 

 

 

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.  

 

 

 

 

 

 

 

 
 
From: Les Mills International <[email-masked]> 
Sent: Monday, 9 November 2020 6:15 PM 
To: Miriam Cohen <[email-masked]> 
Cc: 
[email-masked] <[email-masked]>;
[email-masked] <[email-masked]> 
Subject: Re: Virtual issues at Fitness First Bondi Platinum

 

   

 

 

 Hi Miriam, Sue, 

 
 
 ​ 

 
 
 ​I hope you are doing well.  

 
 
 ​ 

 
 
 Could you please share the requested information in the previous email? 

 
 
 ​ 

 
 
 ​If possible please do check with your AV provider and send us the Schematic of the Virtual Setup so that we can investigate this further? 

 
 
 ​ 

 
 
 Also, please do let us know the make and model of the EDID using. 

 
 
 ​ 

 
 
 We will leave this ticket open for a few more days if you need assistance with anything else.  

 
 
 ​ 

 
 
 Kind regards, 
Pritish 
Customer Services 
Les Mills Virtual App  
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097 

 

   

 

 
 On Wed, 4 Nov at 8:41 PM , Les Mills International <[email-masked]>
 wrote:  

 
 
 Hi Miriam, 

 
 
 ​ 

 
 
 Thank you for raising this with us.  

 
 
 ​ 

 
 
 It seems like an equipment-related issue at the first glance. However, we would be more than happy to investigate it further to provide a better understanding.  

 

@ Hi Sue, could you please let us know if you are using all the right equipment for the Virtual Setup? You can cross-check the equipment from the link below. 

 
 
 ​ 

 
 
  https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-

 

 ​ 

 
 
 Also, what is the make and model of the EDID installed? 

 

 

 
 ​You can check this information from your AV provider or the hardware supplier. 

 

 

 
 Once we have the information we would be able to advise you further.  

 
 
 ​ 

 
 
 Kind regards, 

 
 
 Pritish 

 
 
 Customer Services 

 
 
 Les Mills Virtual App  

 

Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097  

 

   

 

 
 On Wed, 4 Nov at 5:20 PM , Miriam Cohen <[email-masked]> wrote:

 

Hey there Les Mills Support Team.

 

 

 

 
I just spoke with Sue from Fitness First Bondi Platinum. They're experiencing issues with the Les Mills Virtual App. It appears that the class will start normally,
 then sometimes expand the display so you can only see a hand or a foot on the entire screen, then it cuts off.

 

   

 

Can you please look into what might be causing this?

 

   

 

Thanks,

 

 

 

 

 
Miriam

 

 

Miriam Jaclyn Cohen | Business Partnership Manager NSW

 

 

Les Mills Asia Pacific | 

 

 

PO Box 3998 Manuka ACT 2603 AUSTRALIA 
tel +61 481 213 176 | fax +612 6282 0563 | 
[email-masked] | 
www.lesmills.com.au | Linkedin

 

 

 

 

 
WORLD UNITED | A fully customisable global event | Re-engage & attract members | Turbocharge your relaunch | www.lesmills.com.au/united

 

 

 

 

 

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.  

 

 

 

 

 

 

 
4097:859387

 

 

 

 4097:859387 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

--  

  

 
Melinda Crompton 
Regional Facilities Manager

 t : 0402 395 622 m : 0402 395 622
 
e : [email-masked]

 

 

 

 

 

--  

  

 
Melinda Crompton 
Regional Facilities Manager

 t : 0402 395 622 m : 0402 395 622
 
e : [email-masked]