Subject: Ticket re-opened - [#4210] Re: Virtual issues at Fitness First Bondi Platinum
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 18 Jan 2021 03:42:29 +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 Charlotte, 

 
 
We have deleted the device from the online scheduler. 

 
 
Now we can't seem to get it paired again from within the app on the iPad. 

 
 
We have followed the steps in that article. They choose studio 1 but it's still not syncing. 

 
 
Is there any way you can call Sue on +61 450 957 422? 

 
 
She's with the AV person now. 

 
 
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

 

 
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: Les Mills International <[email-masked]> 
Sent: Monday, 18 January 2021 2:36 PM 
To: [email-masked] <[email-masked]> 
Cc: Miriam Cohen <[email-masked]>; [email-masked] <[email-masked]>; [email-masked] <[email-masked]>; [email-masked] <[email-masked]>;
 [email-masked] <[email-masked]>; [email-masked] <[email-masked]>; [email-masked] <[email-masked]> 
Subject: Re: Re: Virtual issues at Fitness First Bondi Platinum

 

 Hi Miriam, 
 ​ 
 
 Olesia is offline so I thought I would reply. Please remove the connected device within the Scheduler under Manage Devices, once this is done the App will return to the login screen in around 5 minutes (if it doesn't you can delete the App and
 re-install).  Detailed steps on how to do this can be found in the below article: 
 ​ 
 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084192-i-m-seeing-the-error-message-looks-like-there-are-no-studios-that-can-be-registered-to-the-account-r 
 ​ 
 
 When logging back into the Virtual App please make sure you use the same password that you use to login to the Scheduler. 
 ​ 
 I hope that helps. 
 ​ 
 Kind regards 
 ​ 
 
 Charlotte 
 
Ticket: 
https://immersivesupport.lesmills.com/helpdesk/tickets/4210

 

 
 
 On Mon, 18 Jan at 4:08 PM 
, Miriam Cohen <[email-masked]> wrote:
 
Hi Olesia, 

 
 
I'm on the phone with Sue from Fitness First Bondi and Max from Compact Monitor. 

 
 
They have reinstalled the iPad but when they go to log into the app, it shows that there are no studios available. 

 
 
I have gone onto the back end of the scheduler and it shows the last sync was 18 days ago. It is still showing offline but apparently the iPad has internet connection. 

 
 
Can you please help? 

 
 
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  

 
 
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: Les Mills International <[email-masked]> 
Sent: Thursday, 14 January 2021 5:14 PM 
To: [email-masked] <[email-masked]> 
Cc: Miriam Cohen <[email-masked]>; [email-masked] <[email-masked]>; [email-masked] <[email-masked]>; [email-masked] <[email-masked]>;
 [email-masked] <[email-masked]>; [email-masked] <[email-masked]> 
Subject: Re: Re: Virtual issues at Fitness First Bondi Platinum  

 
 
 Hi 
Sue, 
 ​ 
 
 This is a quick follow up email. 
 ​ 
 
 We can see that your iPad is still offline. Please let us know if you need our support. 

 
 We will leave this ticket open for the next 48 hours if you have any questions. This ticket can be re-opened at any time by responding to this email. 
 ​ 
 
 Kind regards, 
Olesia 
Customer Service 
Les Mills Virtual App 
 
Ticket: 
https://immersivesupport.lesmills.com/helpdesk/tickets/4210  
 
 On Thu, 7 Jan at 12:05 PM 
, Miriam Cohen <[email-masked]> wrote:
 
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 

 

 

 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]