Subject: New Reply Received - 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,  The customer has responded to the ticket.  Issues with Les Mills Virtual App Automation  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span lang="EN-US">Hi Paul,</span></div>
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<div class="MsoNormal"><span lang="EN-US">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&amp;A process and provide their comments and feedback.
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<div class="MsoNormal"><span lang="EN-US">Hi LMI Support Team,</span></div>
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<div class="MsoNormal"><span lang="EN-US">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?</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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<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
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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"><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>Wednesday, 10 February 2021 at 2:27 PM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Subject: </b>Fwd: Issues with Les Mills Virtual App Automation</span>
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<div class="MsoNormal">Greg, I thought I’d keep you in the loop re this reply and process. </div>
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<div class="MsoNormal">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 </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> Wednesday, February 10, 2021 11:51:48 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 Scott,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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 &gt; Version &gt; 'Run diagnostics' before any
 update to make sure all connections are secure.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>If further support is needed, please respond to this email which will re-open the ticket.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Many thanks</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Charlotte<br>
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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 Sat, 6 Feb at 12:41 PM
<span class="xseparator">, Greg Cartagena &lt;[email-masked]&gt; wrote: </span></span><span class="xseparator"></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>In addition, I have included the following steps for Automation stage in the iPad set up FYI.
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<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><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></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
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:
</span><span style='font-size:12.0pt;font-family:"Helvetica Neue";color:black'>Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Date: </b>Saturday, 6 February 2021 at 9:36 AM<br>
<b>To: </b>Paul Smith &lt;[email-masked]&gt;, Les Mills International &lt;[email-masked]&gt;, Scott Lambert &lt;[email-masked]&gt;<br>
<b>Cc: </b>"[email-masked]" &lt;[email-masked]&gt;, "[email-masked]" &lt;[email-masked]&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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<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
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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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<div class="MsoNormal"><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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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<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><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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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><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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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
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<b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif'>Virtual Video Guide Link:
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<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><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Les Mills Virtual App - Troubleshooting Link:</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<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><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<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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<b><span style='font-size:12.0pt;font-family:"Helvetica Neue";color:black'>From:
</span></b><span style='font-size:12.0pt;font-family:"Helvetica Neue";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><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue";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
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<span style='font-size:10.0pt;font-family:"Helvetica Neue";color:black'>Thank you. </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:"Helvetica Neue";color:black'>From:</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue";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><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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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"'>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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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Fri, 5 Feb at 10:26 PM
<span class="xxseparator">, Paul Smith &lt;[email-masked]&gt; wrote: </span></span></div>
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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='font-size:10.0pt;font-family:"Helvetica Neue"'></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"'>AV Media Systems (VIC)</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>[email-masked]</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
 team to check and advise further. </span></div>
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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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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Let us know if this helps to fix the issue with automation and the app shows connected. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Looking forward to your response. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Les Mills Virtual App</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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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4277