Subject: Ticket re-opened - [#4277] Issues with Les Mills Virtual App Automation
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 10 Feb 2021 04:35:35 +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   
 Hi Paul, 

 

 
 
 Thanks for your email and question. I have included LMI support to provide an answer to you and so that they play a part in this Q&A process and provide their comments and feedback.

 

 
 Hi LMI Support Team, 

  

 Can you provide your comments and feedback based on Paul Smith’s question regarding Apple iOS and LMV App Updates and add your advice and information available as an answer to the question posed below? 

  

  

 
 Kind Regards, 

  

 Greg 

  

 Greg Cartagena | Virtual AV Support Specialist 
Les Mills Asia Pacific | www.lesmills.com.au  

 PO Box 3998 Manuka ACT 2603 AUSTRALIA 

 
Tel
+61 455 508 248
| Email
[email-masked]

 

 
 
Les Mills Virtual Support link
 to our FAQ's

 
 Virtual Video Guide Link:

 
 https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow 

 Les Mills Virtual App - Troubleshooting Link: 

 https://www.youtube.com/watch?v=9SnShjgWAhE&list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&index=6&t=16s 

  

 AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm

 

 

  

 
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: Paul Smith <[email-masked]> 
Date: Wednesday, 10 February 2021 at 2:27 PM 
To: Greg Cartagena <[email-masked]> 
Subject: Fwd: Issues with Les Mills Virtual App Automation

 

 

 

 

 

 Greg, I thought I’d keep you in the loop re this reply and process.  

 

   

 
 It still presents an issue - if the site has upgraded their iPad to IOs14 the app seems to take several days to update - what do they do in the meantime while the app is still running V13 with no automation working while they wait for the
 LM app to update which has been the case now at three sites  

 

   

 

 

 
 Paul Smith 

 
 
 Director (Vic) 

 
 
 AV Media Systems (VIC) 

 
 
 TEL: 0410 587 544 

 
 
 [email-masked] 

 
 
 (Sent from iPhone) 

 

 

 

From: Les Mills International <[email-masked]> 
Sent: Wednesday, February 10, 2021 11:51:48 AM 
To: [email-masked] <[email-masked]> 
Cc: [email-masked] <[email-masked]>; [email-masked] <[email-masked]>; [email-masked] <[email-masked]>; Paul Smith <[email-masked]>; [email-masked] <[email-masked]> 
Subject: Re: Issues with Les Mills Virtual App Automation  

 

 

 

 
 Hi Scott, 

 
 
 ​ 

 
 
 It looks like the Automation commands are firing again for Starplex after the App was re-downloaded, so I'll close this ticket.  It appears that the App was out of sync with the
 Scheduler before the iOS update was applied (possibly the iPad was offline or the password was changed in the Scheduler), which may have caused the issue.  In the future, please run a diagnostics test via App Settings > Version > 'Run diagnostics' before any
 update to make sure all connections are secure. 

 
 
 ​ 

 
 
 If further support is needed, please respond to this email which will re-open the ticket. 

 
 
 ​ 

 
 
 Many thanks 

 
 
 ​ 

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

 

  

 

  

 

 
On Sat, 6 Feb at 12:41 PM
, Greg Cartagena <[email-masked]> wrote: 

 

 Hi All, 

 

 

 
 
In addition, I have included the following steps for Automation stage in the iPad set up FYI.

 

 

 

 
 
Kind Regards,

 

   

 

Greg

 

   

 

Greg Cartagena | Virtual AV Support Specialist 
Les Mills Asia Pacific | www.lesmills.com.au 

 

 
PO Box 3998 Manuka ACT 2603 AUSTRALIA

 

 
Tel
+61 455 508 248
| Email
[email-masked]

 

 

 

 
Les Mills Virtual Support link
 to our FAQ's

 

 
 
Virtual Video Guide Link:

 

 
 
https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow

 

 
Les Mills Virtual App - Troubleshooting Link:

 

 
https://www.youtube.com/watch?v=9SnShjgWAhE&list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&index=6&t=16s

 

   

 

AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm

 

 

 

   

 

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:
Greg Cartagena <[email-masked]> 
Date: Saturday, 6 February 2021 at 9:36 AM 
To: Paul Smith <[email-masked]>, Les Mills International <[email-masked]>, Scott Lambert <[email-masked]> 
Cc: "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]> 
Subject: Re: Issues with Les Mills Virtual App Automation

 

 

 

 
 
 Hi All, 

 

 

 
 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.  

 

 

 
 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 

 

 

 

 

 Here are the steps: 

 

 

 
 1. Login to the Virtual Scheduler via chrome 

 
 
 2. Go to settings > Manage Devices  

 
 
 3. Click ‘remove device’ next to the device you want to remove and click save 

 
 
 4. Delete the App from the iPad 

 
 
 5. Re-download the App from the App Store and login with the username and password. 

 

 

 
 I will follow up on Monday to see how it all went.

 

 

 

 

Kind Regards,

 

 

 

 
 
Greg

 

 

 

 
 
Greg Cartagena | Virtual AV Support Specialist 
Les Mills Asia Pacific | www.lesmills.com.au 

 

 
PO Box 3998 Manuka ACT 2603 AUSTRALIA

 

 
Tel
+61 455 508 248
| Email
[email-masked]

 

 

 

 

Les Mills Virtual Support link
 to our FAQ's

 

 
 
Virtual Video Guide Link:

 

 
 
https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow

 

 
Les Mills Virtual App - Troubleshooting Link:

 

 
https://www.youtube.com/watch?v=9SnShjgWAhE&list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&index=6&t=16s

 

 

 

 
 
AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm

 

 

 

 

 

 
 
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:
Paul Smith <[email-masked]> 
Date: Saturday, 6 February 2021 at 8:04 AM 
To: Les Mills International <[email-masked]>, Scott Lambert <[email-masked]> 
Cc: "[email-masked]" <[email-masked]>, Greg Cartagena <[email-masked]>, "[email-masked]" <[email-masked]>, Scott Lambert <[email-masked]> 
Subject: Re: Issues with Les Mills Virtual App Automation

 

 

   

 

 

 
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. 

 

 

 

 

 

Thank you. 

 

 

   

 

 
 
 Paul Smith 

 

 
 Director (Vic) 

 

 
 AV Media Systems (VIC) 

 

 
 TEL: 0410 587 544 

 

 
 [email-masked] 

 

 
 (Sent from iPhone) 

 

 

 

 
From: Les Mills International <[email-masked]> 
Sent: Saturday, February 6, 2021 7:20:43 AM 
To: [email-masked] <[email-masked]> 
Cc: [email-masked] <[email-masked]>; [email-masked] <[email-masked]>; [email-masked] <[email-masked]>; Paul Smith <[email-masked]>; [email-masked] <[email-masked]> 
Subject: Re: Issues with Les Mills Virtual App Automation

 

 

 

 

 

 Hi Paul, 

 

 

 

 
 
 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. 

 

 

 

 
 
 Here are the steps: 

 

 

 

 
 
 1. Login to the Virtual Scheduler via chrome 

 

 
 2. Go to settings > Manage Devices  

 

 
 3. Click ‘remove device’ next to the device you want to remove and click save 

 

 
 4. Delete the App from the iPad 

 

 
 5. Re-download the App from the App Store and login with the username and password. 

 

 

 

 
 
 We’ll be in touch once we’ve investigated the cause of the error messages. 

 

 

 

 
 
 Kind regards 

 

 

 

 
 
 Charlotte  

 

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

 

 

 

 

 
 
 On Fri, 5 Feb at 10:26 PM
, Paul Smith <[email-masked]> wrote:  

 

 

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  

 

 

 

 

 

 

 
 
4277:859387

 

 

 

 
 
4277:859387