Subject: Ticket re-opened - [#4290] Breathe Hervey Bay
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 17 Feb 2021 02:45:13 +0000 (UTC)

Hi Pritish Nandi,  Ticket “#4290 – Breathe Hervey Bay ” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4290 to view the ticket.  Ticket comment   
 Good Morning,  

 

 
 I spoke with Julie this morning to offer assistance to avoid the process of deleting the App and all class content, reinstalling and setting up again in order to rectify the issue.

 

 
 Julie kindy checked to confirm that the Ipad and LM app were upto date, the Ipad has internet connection and the App ran a successful diagnostic test. 

  

 Following this I requested Julie Open a browser, and enter in the IP address of the projector (192.168.1.154) which we know is a static address. There was no response from the browser as this should
 display a LAN interface to the projector menu –  

  

 This determined that the projector did not have a LAN connection OR the static IP was not functioning.

 

 
 Julie has now identified that the projector ethernet cable at the switch had not been re-connected following their IT works last week. The cable has been re-connected and all functions are back and
 working fine.  There is no longer a requirement to delete and reinstall.  

  

  

 Kind regards,  

 

 
 Paul.  

  

  

  

 

 Paul Smith 

 Director (Vic) 

 AV Media Systems 

 0410 587 544 

 9543 6525 

 [email-masked] 

  

 

 
  
 From: Les Mills International <[email-masked]>
 
Sent: Tuesday, 16 February 2021 6:45 PM 
To: [email-masked] 
Cc: [email-masked]; Paul Smith <[email-masked]>; [email-masked] 
Subject: Re: Breathe Hervey Bay

 

   

 
 
 Hi Julie, 

 
 
 ​ 

 
 
 Just thought I'd jump in here. The App will download a mix of programs, so within an hour of logging back in there should be something for it to play from each program provided
 your network connection is good.  It's fine to play classes while content is downloading too.  Please make sure the App stays open while the content downloads. 

 
 
 ​ 

 
 
 Looking at your schedule, the best time to re-download the App would be at 11.15am when there's a break in classes of a few hours. Otherwise, overnight would also be good. 

 

   

 
 Let us know how you get on. 

 

   

 
 Thanks 

 

   

 
 Charlotte 

 

Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4290 

 

  

 

 
 
On Tue, 16 Feb at 6:35 PM
, Les Mills International <[email-masked]> wrote:

 

 
 ​Hello Julie, 

 
 
 ​ 

 
 
 Thank you for your questions.  

 
 
 ​ 

 
 
 The download time is dependent on the speed of the internet and also the quantity of the downloads. So there is no fix timeframe that we can advise you on.  

 

   

 
 However, you can follow the link below to know how you could optimize your downloads better and faster. (If this is not being done already) 

 

   

 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000054280-optimizing-big-downloads-ipad-settings 

 

   

 
 In regards, to playing classes, you can play classes manually via admin mode by selecting the downloads which are completed. If you are scheduling random classes then we
 recommend waiting till all the download has finished. If the class is scheduled however not downloaded then it would not play. 

 

   

 
 I hope that answers your questions. Please do not hesitate to reply back if you need further assistance.  

 

   

 
 Best Regards, 
Pritish 
Customer Services 
Les Mills Virtual App 

 

Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4290  

 

  

 

 
 
On Tue, 16 Feb at 5:31 PM
, Greg Cartagena <[email-masked]> wrote:

 

 
 Hi LMi support, 

 

 

 
 
Can you pick up with Julie on this question? Thanks

 

   

 

 

 

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:
"[email-masked]" <[email-masked]> 
Date: Tuesday, 16 February 2021 at 2:27 PM 
To: Greg Cartagena <[email-masked]>, 'Les Mills International' <[email-masked]> 
Cc: "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]> 
Subject: RE: Breathe Hervey Bay

 

 

 

 
 
 Hello Greg, 

 

 

 
 Thank you for coming back to us with a solution, even though it means deleting the app and reinstalling.  Both Nathan or myself won’t be able to do this today but will schedule
 it in for tomorrow. 

 

 

 
 Approximately how long do you think the downloads will take (I know different NBN speeds take different times)?  Also while the classes are being downloaded can other classes
 run? 

 

 

 

Kindest Regards

 

 
Julie Deakin

 

 0413 049 489 

 

   

 

 
 
From: Greg Cartagena <[email-masked]>
 
Sent: Tuesday, 16 February 2021 2:02 PM 
To: [email-masked]; Les Mills International <[email-masked]> 
Cc: [email-masked]; 
[email-masked] 
Subject: Re: Breathe Hervey Bay

 

 

   

 

Hi Julie,

 

 

 

 
 
We have tried all we can do in troubleshooting, without taking up more of your valued time in getting the LMV App to play with automation control and back operating
 consistently. Please refer to the instructions in the email from Pritish and follow in a step by step process in the order of the instructions provided.

 

 

 

 

Use your account and login details. I have included the iPad Pro Tablet set up instructions as a further reference guide.

 

 

 

 

It makes sense to wait until todays virtual program class schedule has completed before you start the App removal and restoration process and your content package
 can be downloading overnight.  

 

 

 

 
 
Please let us know how it goes.

 

 

 

 

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:
Les Mills International <[email-masked]> 
Reply-To: Les Mills International <[email-masked]> 
Date: Monday, 15 February 2021 at 12:27 AM 
To: Greg Cartagena <[email-masked]> 
Cc: "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>,
 Greg Cartagena <[email-masked]>, "[email-masked]" <[email-masked]> 
Subject: Re: Breathe Hervey Bay

 

 

   

 

 

 
Hi Julie,

 

 

​

 

 

Thank you for your emails. Please accept our sincere apologies for the delay in replying. 

 

 

​

 

 

Could you please try the following steps to remove the device from the scheduler and also remove the app and reinstall it to redownload the content?

 

 

​

 

 

Of course, you can do this when there’s a break in classes so the content has time to download.

 

 

​

 

 

The issue will resolve itself when the app is downloaded again. 

 

 

​

 

 

Steps Remove the device from Scheduler:

 

 

 

 

 

1. Log into the Virtual scheduler tool via your desktop at
www.lesmillsvirtual.com with your Virtual username and password. 
2. Click on the Settings icon and select 'Manage Devices' . 
3. To the right you will see options to ‘REMOVE DEVICE’. Click on the option that corresponds to the device you would like to remove. 
4. Click the Green button: 'SAVE' to process the device unlinking.

 

 

 

 

 

 

 

 
 
Steps to remove the app from the iPad:

 

 

 

 

 

Touch and hold an app you want to delete to open a quick actions menu, then tap Delete App.

 

 

 

 

 

Once deleted, please visit the App Store to re-download the Les Mills Virtual App. Once re-downloaded please relaunch the app and login using your virtual username and password. 

 

 

 

 

 

Now the content would start to download again. 

 

 

 

 

 

Do let us know how it goes. 

 

 

 

 

 

Best Regards,

 

 

Pritish 

 

 

Customer Services

 

 

Les Mills Virtual App

 

 

 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4290

 

 

 

 

 

 

 

 

 

On Sun, 14 Feb at 5:43 PM
, Ian and Julie Deakin <[email-masked]> wrote:

 

 

 

 

 

 
Hello Oleisia,

 

 

 

 

 

Could someone please call me in regards to this as the IOS update has happened but the Les Mills update hasn’t.  The iPad isn’t activating the proctor as it hasn’t connected
 to PJ link.

 

 

 

 

 

 

 

 

Kindest Regards

 

 

Julie Deakin

 

 

Club Owner

 

 

0413 049 489

 

 

 

 

 

 

 

 
 
Locally owned and operated since 1979

 

 

 

 

 

184 Dayman Street, Urangan, QLD 4655

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 
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4290:859387

 

 

 

 

 
4290:859387