Subject: Ticket re-opened - [#4290] Breathe Hervey Bay
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 18 Feb 2021 03:26:23 +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   

Not a problem Charlotte.  Most projectors have a GUI interface that can be accessed by entering the IP address into a browser on the same network. If you can’t reach the projector GUI then no network connection between the projector and the device accessing
 it exists.  It might be worth adding this to the Q&A link possibly.  

 

 

 

 Paul Smith 
 Director (Vic) 
 AV Media Systems (VIC) 
 TEL: 0410 587 544 
 [email-masked] 
 (Sent from iPhone) 

 

 From: Les Mills International <[email-masked]> 
Sent: Thursday, February 18, 2021 12:08:39 PM 
To: [email-masked] <[email-masked]> 
Cc: [email-masked] <[email-masked]>; Paul Smith <[email-masked]>; [email-masked] <[email-masked]>; [email-masked] <[email-masked]> 
Subject: Re: Breathe Hervey Bay

 

 Hi Paul, 
 ​ 
 
 Thanks for letting us know, glad the club is up and running again. 
 ​ 
 
 Kind regards, 
 ​ 
 Charlotte 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4290

 

 
 
 On Wed, 17 Feb at 3:45 PM 
, Paul Smith <[email-masked]> wrote:
 
 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

 

   

 

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4290:859387