Subject: Assigned to Group - Re: High Country Fitness - On going Issues report for LMI support
From: Les Mills International <[email-masked]>
To: [email-masked], [email-masked]
Date: Mon, 22 Mar 2021 02:37:21 +0000

Hi  A new ticket has been assigned to your group "Level 1". Please follow the link below to view the ticket.  Re: High Country Fitness - On going Issues report for LMI support Hi Support Team,

Please read through the email trail in regards to the mentioned issues experienced by the LMV App Users at High Country.

Can you kindly check at your end to what may be a cause and error feedback recently?

Please report back to Manuela and offer any insights towards solutions based on the reports.

Many thanks….

Kind Regards,

Greg

Greg Cartagena | Virtual AV Support Specialist
Les Mills Asia Pacific | www.lesmills.com.au<http://www.lesmills.com.au>
PO Box 3998 Manuka ACT 2603 AUSTRALIA
Tel +61 455 508 248 | Email [email-masked]<mailto:[email-masked]>

Les Mills Virtual Support link to our FAQ's<https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/36000117739>
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From: Paul Smith <[email-masked]>
Date: Monday, 22 March 2021 at 9:16 AM
To: Greg Cartagena <[email-masked]>, Jasmine Bourchier <[email-masked]>
Subject: FW: Update

Just passing this on as a courtesy – I have spoken to and asked Manuella to contact LM support and cc Greg  – she has had ongoing issues with this system and as you know I have invested at lease 6 hours of support time, in addition to our own IT support tech with remote login access, and she has had her support tech on site twice now also.

She lost all video and automation for some time, then a week later it started working for no reason at all and has been fine until now , and she has only recently lost automation again but video and audio is working. Her IT guy has been there an confirmed the IP addresses and passwords are all okay and he is also at a loss as to why this is not working again.  Twice its been working, twice it has stopped working.

Understandably She’s getting a little frustrated,

Paul Smith
Director (Vic)
AV Media Systems
0410 587 544
9543 6525
[email-masked]<mailto:[email-masked]>

From: Manuela Berchtold <[email-masked]>
Sent: Monday, 22 March 2021 8:39 AM
To: Paul Smith <[email-masked]>
Subject: Update

Hi Paul,

I hope this finds you happy and well on this Monday morning!

I wanted to send you this before I speak with you and before I speak with anyone at Les Mills as its another head scratcher!!! ?

I’ve had Isaac, (my local IT guy that fixed everything Australia Day) here for an hour this morning trying to get the automation working between the iPad and projector.
He checked the settings on everything as I have done over the past 2 weeks and everything looks normal.

He did see that the Les Mills app had a newer software version than the I pad, so we updated the iPad.
Apparently the projector had a new / updated IP address given to it, so that has been fixed to correspond.

Everything looks like it should work however its still saying “Connecting” re the automation in the settings.
Isaac has had to leave to his other job. He said he is sorry however everything looks right but it's not working.

I’m free to chat until I teach another class at 10:30am.
Then I’m free to chat again anytime after 12pm.

We have a break between virtual classes from 1:30pm - 5pm in case you want me to have a look at anything with you,  in that time will work best.

Sorry to bombard you with this Monday morning however we are at a bit of a loss!

Chat with you sometime later I’m sure.

Take care, Manuela

Manuela Berchtold
Owner

[http://highcountryfitness.com.au/sig/High-Country-Fitness-logo.png]

1 Snowy River Ave,
Jindabyne NSW 2627

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 https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392