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 23:37:24 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Issues with Les Mills Virtual App Automation  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi All,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>If time is of the essence. I suggest that the User follows the steps below provided by Charlotte and next follow the step by step instructions as per the “Setting Up Les Mills
 Virtual” guide in the file attachment to save time. Allison has been using the virtual scheduler and has her admin password she can reuse and Paul can confirm the IP address and specific IT network details for settings required to be inserted in identified
 locations within the Automation set up. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Content Downloads can happen ASAP over the weekend and could be back operational as soon as Monday if all goes well. We can get back in touch then to follow up</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Here are the steps:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>1. Login to the Virtual Scheduler via chrome</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>2. Go to settings &gt; Manage Devices </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>3. Click ‘remove device’ next to the device you want to remove and click save</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>4. Delete the App from the iPad</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>5. Re-download the App from the App Store and login with the username and password.</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>I will follow up on Monday to see how it all went.
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg Cartagena | Virtual AV Support Specialist<br>
Les Mills Asia Pacific | <a href="http://www.lesmills.com.au" rel="noreferrer"><span style="color:purple">www.lesmills.com.au</span></a> </span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span></div>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Tel
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:black'>+61 455 508 248
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>| Email
<a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a></span>
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<b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:black'>Les Mills Virtual Support </span></b><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/36000117739" rel="noreferrer"><span style="color:#0563C1">link
 to our FAQ's</span></a></span></b>
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<div class="MsoNormal"><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif'>Virtual Video Guide Link:
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<div class="MsoNormal" style="background:white"><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'><a href="https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow" rel="noreferrer"><span style="color:#0563C1">https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow</span></a></span></div>
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<div class="MsoNormal" style="background:white"><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Les Mills Virtual App - Troubleshooting Link:</span></b></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'><a href="https://www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s" rel="noreferrer"><span style="color:#0563C1">https://www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s</span></a></span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm
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<div>From: <span style="font-size:12.0pt;color:black">Paul Smith &lt;[email-masked]&gt;<br>
<b>Date: </b>Saturday, 6 February 2021 at 8:04 AM<br>
<b>To: </b>Les Mills International &lt;[email-masked]&gt;, Scott Lambert &lt;[email-masked]&gt;<br>
<b>Cc: </b>"[email-masked]" &lt;[email-masked]&gt;, Greg Cartagena &lt;[email-masked]&gt;, "[email-masked]" &lt;[email-masked]&gt;, Scott Lambert &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Issues with Les Mills Virtual App Automation</span>
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<div class="MsoNormal" style="background:white"><span style="color:black">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. </span></div>
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<div class="MsoNormal" style="background:white"><span style="color:black">Thank you. </span></div>
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<div class="MsoNormal">Paul Smith</div>
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<div class="MsoNormal">Director (Vic)</div>
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<div class="MsoNormal">AV Media Systems (VIC)</div>
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<div class="MsoNormal">TEL: 0410 587 544</div>
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<div class="MsoNormal">[email-masked]</div>
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<div class="MsoNormal">(Sent from iPhone)</div>
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<b><span style="color:black">From:</span></b><span style="color:black"> 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</span> </div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Paul,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Here are the steps:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>1. Login to the Virtual Scheduler via chrome</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>2. Go to settings &gt; Manage Devices </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>3. Click ‘remove device’ next to the device you want to remove and click save</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>4. Delete the App from the iPad</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>5. Re-download the App from the App Store and login with the username and password.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>We’ll be in touch once we’ve investigated the cause of the error messages.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Kind regards</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Charlotte </span></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></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Fri, 5 Feb at 10:26 PM
<span class="xseparator">, Paul Smith &lt;[email-masked]&gt; wrote: </span></span><span class="xseparator"></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue";color:black'>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.  </span><span style="color:black"></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Paul Smith</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Director (Vic)</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>TEL: 0410 587 544</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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 </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>We have received another email from Greg advising that the automation is not working and the app is not connecting to the projector. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>In the meantime, could you please try to force close the app and reboot the iPad.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><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></span></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> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Fri, 5 Feb at 4:00 PM
<span class="xxseparator">, Allison Thompson &lt;[email-masked]&gt; wrote:
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<div class="MsoNormal"><span style="color:#1F497D">Hi </span></div>
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<span style="color:#1F497D">This started happening a few weeks ago after we did an update on the ipad.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="color:#1F497D">Username 16707</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="color:#1F497D">Password Starplex1!</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<b><span style='font-size:10.0pt;font-family:"Bradley Hand ITC";color:#1F4E79'>Allison Thompson</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<b><span style='font-size:10.0pt;font-family:"Bradley Hand ITC";color:#1F4E79'>Fitness Centre Manager</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<b><span style='font-size:10.0pt;font-family:"Bradley Hand ITC";color:#1F4E79'>18-20 Alexander Avenue</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<b><span style='font-size:10.0pt;font-family:"Bradley Hand ITC";color:#1F4E79'>Direct Line: 85238706</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:</span><span lang="EN-US"> 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><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>Hi Charlotte,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<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><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>Ally could you respond to Charlotte, please?</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#212121'>Cheers,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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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'> |
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
PO Box 3998 Manuka ACT 2603 AUSTRALIA<br>
Tel +61</span><span style='font-size:8.5pt;font-family:"Arial",sans-serif;color:#7F7F7F'> 2 6215 8116 </span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'>| <a href="https://aus01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.lesmills.com.au%2F&amp;data=04%7C01%7Callison.thompson%40starplex.com.au%7Ca84cf67a845d4d76619c08d8c979f087%7C240aa0ecb8274a339e7ddd6f97f2f804%7C1%7C0%7C637480872922578537%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&amp;sdata=mV%2BP6DGmdmCf3YhbwQMx83t14U3eSX8fVFcLC8sCkCk%3D&amp;reserved=0" target="_blank" rel="noreferrer">www.lesmills.com.au</a> |
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<span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'>Contact Hours: Monday to Friday 8.30 am to 5 pm</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<b><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#0C64C0'>2021 Les Mills Global Music Release Calendar -
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Click here</a></span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<b><span style="color:black">From:</span></b><span style="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><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<span style="font-size:10.0pt;font-family:Helvetica">Hi Scott,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="font-size:10.0pt;font-family:Helvetica">Thanks for letting us know. Could you confirm when the issue started happening and the username for Starplex please?</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="font-size:10.0pt;font-family:Helvetica">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><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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Attachments :
1. <a href='http://lesmillsvirtualapp.freshdesk.com/helpdesk/attachments/36084853546'>Les Mills Virtual Set up (new).pdf</a>
  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4277