Subject: Ticket re-opened - [#4277] Issues with Les Mills Virtual App Automation
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 05 Feb 2021 09:26:44 +0000

Hi Pritish Nandi,  Ticket “#4277 – Issues with Les Mills Virtual App Automation” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4277 to view the ticket.  Ticket comment   

Just to help, this process you suggested has already been done with myself and the site IT manager the App was force closed and the iPad powered off and all accessory devices also powered off.  It was restated and still will not connect.  As previously explained,
 the iPad can log into the Epson IP address and display the Epson remote user interface- this confirms the IP address is correct via the dedicated router to the iPad.   

 

 Paul Smith 
 Director (Vic) 
 AV Media Systems (VIC) 
 TEL: 0410 587 544 
 [email-masked] 
 (Sent from iPhone) 

 

 From: Les Mills International <[email-masked]> 
Sent: Friday, February 5, 2021 7:25:17 PM 
To: [email-masked] <[email-masked]> 
Cc: [email-masked] <[email-masked]>; [email-masked] <[email-masked]>; [email-masked] <[email-masked]>; [email-masked] <[email-masked]>; Paul Smith <[email-masked]> 
Subject: Re: Issues with Les Mills Virtual App Automation

 

 Hi Scott, 
 ​ 
 
 We have received another email from Greg advising that the automation is not working and the app is not connecting to the projector.  
 ​ 
 
 We have checked the backend system to get some insight and found that "offline error message" before the last automation command was fired. We have highlighted this to our development team to check and advise further.  

 
 In the meantime, could you please try to force close the app and reboot the iPad. 

 
 
https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000154214-how-to-force-close-the-app 
 
 ​ 
 
 Let us know if this helps to fix the issue with automation and the app shows connected.  

 
 Looking forward to your response.  

 
 Best Regards, 
 Pritish 
 Customer Services 
 Les Mills Virtual App 

Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4277

 

 
 
 On Fri, 5 Feb at 4:00 PM 
, Allison Thompson <[email-masked]> wrote:
 
 Hi

 

 
 This started happening a few weeks ago after we did an update on the ipad. 

  

 Username 16707 

 Password Starplex1! 

  

 
 Allison Thompson 

 Fitness Centre Manager 

 STARplex 

 18-20 Alexander Avenue 

 Evanston Park 

 SA 5116 

 Direct Line: 85238706 

  

 

 

  

 

 From: Scott Lambert <[email-masked]>
 
Sent: Friday, 5 February 2021 12:31 PM 
To: Les Mills International <[email-masked]> 
Cc: Allison Thompson <[email-masked]>; Greg Cartagena <[email-masked]> 
Subject: Re: Issues with Les Mills Virtual App Automation 
Importance: High  

 

 
 Hi Charlotte, 

 

   

 
 Ally is the Club Manager and will be able to give you more accurate information. 

 

   

 
 Ally could you respond to Charlotte, please? 

 

   

 

   

 

 
 
Cheers,

 

 
 
Scott Lambert | Business Partnership Manager 
Les Mills Asia Pacific |
[email-masked] 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
Tel +61 2 6215 8116 | www.lesmills.com.au |

LinkedIn

 

 
 
Contact Hours: Monday to Friday 8.30 am to 5 pm

 

 
 
2021 Les Mills Global Music Release Calendar -

Click here

 

 

 

 

  

 
 
 Ask
 us how you can reduce your license rates by becoming a Les Mills on Demand affiliate

 

   

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From: Les Mills International <[email-masked]> 
Sent: Friday, 5 February 2021 12:59 PM 
To: Scott Lambert <[email-masked]> 
Cc: [email-masked] <[email-masked]>; Greg Cartagena <[email-masked]> 
Subject: Re: Issues with Les Mills Virtual App Automation  

 

 

 

 Hi Scott, 

 

   

 
 Thanks for letting us know. Could you confirm when the issue started happening and the username for Starplex please? 

 

   

 
 Thanks  

 

   

 
 Charlotte  
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4277 

 

  

 

 
 
On Fri, 5 Feb at 1:07 PM
, Scott Lambert <[email-masked]> wrote:

 

 
Good Morning,

 

  

 
 
 We would love to ask for your help.  

 

   

 
 Starplex is having issues with automation. We have run the diagnostics, all is fine, all IOS and App updates have been done and had their AV/IT professionals
 check the IP address and network settings are correct and received the below information from an AV professional. 

 

   

 
 Can you help fix the automation, please? 

 

   

 

 

 From Paul AVMS 

 

 Just letting you know re the email below from Splash – Toa was trying to get his automation working in the GF studio, which as
 you know was not only working ok for his 1pm class, but was phantom operating at 9.15 each morning, he deleted the IP address in the App in an effort to try and get this going 

 

 

 
 The IP address has been put back in, I provided him with the PJLINK password (1234) but Ipad still trying to “connect” Photo below
 was before he put in the password 1234. 

 

 

 
 This has occurred now at High Country Fitness, Splash, and now is happening at Starplex which Scott called me about yesterday-
 all of these sites as you know Greg were working. 

 
 
 I have spoken to Allison at starplex, the projector IP address is correct, the App IP address and password is correct, but reading
 “connecting” 

 
 
 All three sites were working fine with automation and now lost connection.  (high country is back up an working) 

 

 

 
 Projector IP address has been confirmed by checking network settings at projector 

 
 
 Projector menu interface can be accesses from Ipad using the projector IP address – this means the IP address for the projector
 is 100% correct. 

 

 

 

 

 

 
 
Cheers,

 

  

 

Scott Lambert | Business Partnership Manager 
Les Mills Asia Pacific |
[email-masked] 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
Tel +61 2 6215 8116 | www.lesmills.com.au |

LinkedIn 

 

  

 

Contact Hours: Monday to Friday 8.30 am to 5 pm

 

 

 

 
2021 Les Mills Global Music Release Calendar -

Click here

 

 

 

  

 

 

 

 Ask
 us how you can reduce your license rates by becoming a Les Mills on Demand affiliate

 

  

 

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. 

 

   

 

   

  

 

 

 
 
4277:859387

 

 
 
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