Subject: New Reply Received - Issues with Les Mills Virtual App Automation
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 05 Feb 2021 22:04:04 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Issues with Les Mills Virtual App Automation  Ticket comment <div>
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Thanks charlotte however I will let Greg liaise with the site for that process. I understand this would be a last resort action given the content that would need to be downloaded.  From an AV support perspective I have eliminated any network connection issues. </div>
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Thank you. </div>
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<div style="direction: ltr">Paul Smith</div>
<div style="direction: ltr">Director (Vic)</div>
<div style="direction: ltr">AV Media Systems (VIC)</div>
<div style="direction: ltr">TEL: 0410 587 544</div>
<div style="direction: ltr">[email-masked]</div>
<div style="direction: ltr">(Sent from iPhone)</div>
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Saturday, February 6, 2021 7:20:43 AM<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;; Paul Smith &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Issues with Les Mills Virtual App Automation
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<div>Hi Paul,</div>
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<div>We’ve raised the issue with the development team, as an additional troubleshooting step Starplex can try deleting the App and re-downloading the content. This will remove all the Automation settings, so is best completed when the IT technician is on site
 and there’s a break in scheduled classes so the content has time to download.</div>
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<div>Here are the steps:</div>
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<div>1. Login to the Virtual Scheduler via chrome</div>
<div>2. Go to settings &gt; Manage Devices </div>
<div>3. Click ‘remove device’ next to the device you want to remove and click save</div>
<div>4. Delete the App from the iPad</div>
<div>5. Re-download the App from the App Store and login with the username and password.</div>
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<div>We’ll be in touch once we’ve investigated the cause of the error messages.</div>
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<div>Kind regards</div>
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<div>Charlotte </div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4277" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4277</a><br>
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<blockquote class="x_freshdesk_quote">On Fri, 5 Feb at 10:26 PM <span class="x_separator">
, Paul Smith &lt;[email-masked]&gt; wrote:
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<div dir="ltr" style="color:rgb(0,0,0); background-color:rgb(255,255,255)">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.  </div>
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<div style="direction:ltr">Paul Smith</div>
<div style="direction:ltr">Director (Vic)</div>
<div style="direction:ltr">AV Media Systems (VIC)</div>
<div style="direction:ltr">TEL: 0410 587 544</div>
<div style="direction:ltr">[email-masked]</div>
<div style="direction:ltr">(Sent from iPhone)</div>
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Friday, February 5, 2021 7:25:17 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;; [email-masked] &lt;[email-masked]&gt;; Paul Smith &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Issues with Les Mills Virtual App Automation </div>
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<div dir="ltr">Hi Scott,</div>
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<div dir="ltr">We have received another email from Greg advising that the automation is not working and the app is not connecting to the projector. </div>
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<div dir="ltr">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. </div>
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<div dir="ltr">In the meantime, could you please try to force close the app and reboot the iPad.</div>
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<a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000154214-how-to-force-close-the-app" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000154214-how-to-force-close-the-app</a><br>
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<div dir="ltr">Let us know if this helps to fix the issue with automation and the app shows connected. </div>
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<div dir="ltr">Looking forward to your response. </div>
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<div dir="ltr">Best Regards,</div>
<div dir="ltr">Pritish</div>
<div dir="ltr">Customer Services</div>
<div dir="ltr">Les Mills Virtual App</div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4277" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4277</a> </div>
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<blockquote class="x_x_freshdesk_quote">On Fri, 5 Feb at 4:00 PM <span class="x_x_separator">
, Allison Thompson &lt;[email-masked]&gt; wrote:
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<div class="x_x_MsoNormal"><span style='font-size:11.0pt; font-family:"Calibri",sans-serif; color:#1F497D'>This started happening a few weeks ago after we did an update on the ipad.</span></div>
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<div>From:<span lang="EN-US" style='font-size:11.0pt; font-family:"Calibri",sans-serif'> Scott Lambert &lt;[email-masked]&gt;
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<b>Sent:</b> Friday, 5 February 2021 12:31 PM<br>
<b>To:</b> Les Mills International &lt;[email-masked]&gt;<br>
<b>Cc:</b> Allison Thompson &lt;[email-masked]&gt;; Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Issues with Les Mills Virtual App Automation<br>
<b>Importance:</b> High</span> </div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Arial",sans-serif; color:black'>Hi Charlotte,</span></div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Arial",sans-serif; color:black'>Ally is the Club Manager and will be able to give you more accurate information.</span></div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Arial",sans-serif; color:black'>Ally could you respond to Charlotte, please?</span></div>
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<span lang="EN-US" style='font-size:8.0pt; font-family:"Arial",sans-serif; color:black'>Scott Lambert </span><span lang="EN-US" style='font-size:8.0pt; font-family:"Arial",sans-serif; color:#7F7F7F'>| Business Partnership Manager<br>
Les Mills Asia Pacific</span><span style='font-size:8.0pt; font-family:"Arial",sans-serif; color:#7F7F7F'> |
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<b><span style='font-size:11.0pt; font-family:"Calibri",sans-serif; color:black'>From:</span></b><span style='font-size:11.0pt; font-family:"Calibri",sans-serif; color:black'> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Sent:</b> Friday, 5 February 2021 12:59 PM<br>
<b>To:</b> Scott Lambert &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Greg Cartagena &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Issues with Les Mills Virtual App Automation</span> </div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Hi Scott,</span></div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Thanks for letting us know. Could you confirm when the issue started happening and the username for Starplex please?</span></div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Thanks </span></div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Charlotte <br>
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Ticket: <a href="https://aus01.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F4277&amp;data=04%7C01%7Callison.thompson%40starplex.com.au%7Ca84cf67a845d4d76619c08d8c979f087%7C240aa0ecb8274a339e7ddd6f97f2f804%7C1%7C0%7C637480872922608520%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&amp;sdata=dAGvcVRCJZ7BczGvIioF8cl1LkuJQd4DcUMzVP4ldNg%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4277</a></span></div>
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<span style='font-size:1.0pt; font-family:"fdtktid",serif; color:white'>4277:859387</span><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4277