Subject: Assigned to Group - Fwd: High Country Fitness
From: Les Mills International <[email-masked]>
To: [email-masked], [email-masked]
Date: Fri, 22 Jan 2021 10:06:17 +0000

Hi  A new ticket has been assigned to your group "Level 1". Please follow the link below to view the ticket.  Fwd: High Country Fitness Hi Support team,

Can you please investigate what could be the cause. I feel it is a user issue.

Sent from my iPhone

Begin forwarded message:

From: Paul Smith <[email-masked]>
Date: 22 January 2021 at 5:23:05 pm AEST
To: Greg Cartagena <[email-masked]>
Cc: Manuela Berchtold <[email-masked]>
Subject: High Country Fitness

Greg can you please pick up on this, I have exhausted my investigation from an IT and AV perspective.

21/1

  *   Manuela reported that time on the Les Mills timetable App was approx. 4 hours behind and classes were not playing, no image being displayed on screen
  *   Assisted Manuela to unlock from Guided access, close the app and restart the Ipad – no image was being displayed
  *   Advised to unplug the multiport adaptor from the Ipad and power the Ipad down, reconnect the multi port adaptor  - still no image displayed
  *   Advised to power down the ipad, and disconnect the multiport adaptor AND disconnect power supply to the multiport adaptor- reconnect and restart Ipad – Ipad started and image displayed on projector screen.
  *   Ipad then requested verification code – Manuela needed to contact apple support as Ipad did not accept her itunes user name and password – corrected and working with assistance from Apple Support.
  *   Ipad then required Firmware update – Ipad updated to V14.3
  *   Ipad restarted, LM app restarted. Classes playing with audio but no video – determined Projector is not receiving automation commands.  Manuela needed to take classes and further trouble shooting postphoned.

21/1

  *   Carried out check on IP address of projector – confirmed projector has IP address from router of 192.168.1.2
  *   Checked ethernet connection of Ipad to router – Ipad on 192.168.1.1
  *   Manuela confirmed IP address, PJLINK enabled and PJLINK password (1234) is entered into projector correctly
  *   Assisted Manuela to access dedicated router from Ipad using login (tplinkwifi.net & password Admin)  - deleted and re-added MAC reservation for projector (192.168.1.2)
  *   Re-entered IP address and PJlink password into LM App – App states it is “connecting”  but does not connect.

21/1

  *   AVMS Engaged P1 Technology services to remotely connect to site – this was carried out with Teamviewer on Manuela’s laptop with direct ethernet connection to router.
  *   P1 technology accessed projector interface via router (confirms projector is connected) and also confirmed correct settings on Projector (192.168.1.2 and PJLINK Password 1234)
  *   P1 technology accessed dedicated router and confirmed settings, confirmed MAC reservation and IP addresses.
  *   P1 Technology were able to PING projector and confirm connection via network
  *   P1 Technology confirmed Ipad connected to router (192.168.1.1)
  *   Manuela was directed to close off LM App, restart and re-enter IP address and Password – will not connect.
  *   P1 Technology were not able to connect  LM App to Projector

FACTS:

  1.  System was working seamlessly until 20/1
  2.  System “locked up” at 4 am 21/2 and required full reset and power down
  3.  Projector settings had not be changed and confirmed as valid and current
  4.  Ipad settings not changed but re-entered
  5.  Router is working and all settings re-installed and MAC address reserved on projector
  6.  LM App will not “connect” to projector.

CLICK HERE to view our Corporate profile VIDEO<https://youtu.be/HEXsVd7WSXw>

Paul Smith
Director
av media systems (Vic)

Unit 16/45 Normanby Road
Notting Hill Vic 3168
Australia
tel:   +61 3 9543 6525
fax:  +61 3 9543 6772
mob +61 410 587 544
www.avsystems.com.au<http://www.avsystems.com.au/>
[email-masked]<mailto:[email-masked]>

MELBOURNE - SYDNEY - BRISBANE - PERTH

 https://immersivesupport.lesmills.com/helpdesk/tickets/4251