Subject: Ticket re-opened - [#4277] Issues with Les Mills Virtual App Automation
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 11 Feb 2021 00:29:23 +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   
Thanks, Charlotte. 

 
 
We are grateful for your help.  

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 
 
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.  

 

 

 

 

 

 

 

 

 

 

 
  
 From: Les Mills International <[email-masked]> 
Sent: Thursday, 11 February 2021 11:25 AM 
To: Scott Lambert <[email-masked]> 
Cc: [email-masked] <[email-masked]>; Greg Cartagena <[email-masked]>; [email-masked] <[email-masked]>; [email-masked] <[email-masked]> 
Subject: Re: Issues with Les Mills Virtual App Automation

 

 Hi Scott, 
 ​ 
 
 Please do. Also, it would be good to address the connection issues to stabilise the App's performance and ensure all Scheduler updates reach the App. I can see that in previous diagnostics tests the internet speed was an issue. 

 
 ​Many thanks 

 
 
 Charlotte 

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

 

 
 
 On Thu, 11 Feb at 11:13 AM 
, Scott Lambert <[email-masked]> wrote:
 
Hi Charlotte, 

 
 
Thanks for your help with this issue.  

 
 
We run the diagnostic test before contacting the Help desk and highlighted some connection issues. 

 
 
I will inform our business team of this step prior to any IOS updates. 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 
 
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.  

 

 

 

 

 

 

 

 

 

 

 

 From: Les Mills International <[email-masked]> 
Sent: Wednesday, 10 February 2021 11:51 AM 
To: Scott Lambert <[email-masked]> 
Cc: [email-masked] <[email-masked]>; Greg Cartagena <[email-masked]>; [email-masked] <[email-masked]>; [email-masked] <[email-masked]>; Scott Lambert <[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 

 

   

 

 
4277:859387