Subject: New Reply Received - Re: High Country Fitness - On going Issues report for LMI support
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 22 Mar 2021 02:54:00 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Re: High Country Fitness - On going Issues report for LMI support  Ticket comment <div>Hello Charlotte,</div>
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<div class="">And yes, thank you all for having a look at this.</div>
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<div class="">This has unfortunately been like this again since Friday the 5th of March. </div>
<div class="">We have to manually turn the projector on and off for all classes as it does not do it automatically.</div>
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<div class="">You may ben seeing it give its automation cue in the background, however its not doing it.</div>
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<div class="">Please let me know if you need me to provide any more details.</div>
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<div class="">Thank you so much for looking into this for me.</div>
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<div class="">Take care, Manuela <br class=""><div class="">
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<br class="Apple-interchange-newline">Manuela Berchtold <br class=""><span style="font-size: 13px; font-weight: 500; letter-spacing: 0px" class="">Owner</span>
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<br class="">e.  : <a href="mailto:[email-masked]" class="gold" style="color: rgb(255, 255, 255); text-decoration: none" rel="noreferrer">[email-masked]</a><br class="">w. : <a href="http://highcountryfitness.com.au" class="gold" style="color: rgb(255, 255, 255); text-decoration: none" rel="noreferrer">www.highcountryfitness.com.au</a>
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<div>On 22 Mar 2021, at 1:36 pm, Les Mills International &lt;<a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a>&gt; wrote:<br class="Apple-interchange-newline">
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<div dir="ltr" class="">Hi All,</div>
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<div dir="ltr" class="">Thanks for raising this, the App isn't showing any error messages or drop of connectivity.  I can see that the last Automation command fired at 6:05am to turn the projectors off after GRIT Strength.  Then at 7.30am someone entered admin mode and accessed the Automation settings after force closing the App, the last activity on the device was at 8.30am, then the Automation command failed at 9.30am to turn the projector on for BODYPUMP.</div>
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<div dir="ltr" class="">Manuela, what time was the issue reported and what happened?  </div>
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<div dir="ltr" class="">Thanks</div>
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<div dir="ltr" class="">Charlotte<br class=""><br class="">Ticket:<span class="Apple-converted-space"> </span><a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392" rel="noreferrer" class="">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392</a>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">On Mon, 22 Mar at 12:40 PM<span class="Apple-converted-space"> </span><span class="separator">, Greg Cartagena &lt;<a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a>&gt; wrote:<div class="WordSection1">
<div class="MsoNormal"><span lang="EN-US" class="">Hi Support Team,</span></div>
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<div class="MsoNormal"><span lang="EN-US" class="">Please read through the email trail in regards to the mentioned issues experienced by the LMV App Users at High Country.</span></div>
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<div class="MsoNormal"><span lang="EN-US" class="">Can you kindly check at your end to what may be a cause and error feedback recently?</span></div>
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<div class="MsoNormal"><span lang="EN-US" class="">Please report back to Manuela and offer any insights towards solutions based on the reports.</span></div>
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<div class="MsoNormal"><span lang="EN-US" class="">Many thanks….</span></div>
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<div class="MsoNormal" style="background-color: white; background-position: initial initial; background-repeat: initial initial"><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)" class="">Greg</span></div>
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<div class="MsoNormal" style="background-color: white; background-position: initial initial; background-repeat: initial initial"><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)" class="">Greg Cartagena | Virtual AV Support Specialist<br class="">Les Mills Asia Pacific | <a href="http://www.lesmills.com.au/" rel="noreferrer" class=""><span style="color: purple" class="">www.lesmills.com.au</span></a> </span></div>
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<b class=""><span style="font-size: 12pt" class="">From:<span class="Apple-converted-space"> </span></span></b><span style="font-size: 12pt" class="">Paul Smith &lt;<a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a>&gt;<br class=""><b class="">Date:<span class="Apple-converted-space"> </span></b>Monday, 22 March 2021 at 9:16 AM<br class=""><b class="">To:<span class="Apple-converted-space"> </span></b>Greg Cartagena &lt;<a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a>&gt;, Jasmine Bourchier &lt;<a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a>&gt;<br class=""><b class="">Subject:<span class="Apple-converted-space"> </span></b>FW: Update</span>
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<div class="MsoNormal">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.</div>
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<div class="MsoNormal">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.</div>
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<div class="MsoNormal">Understandably She’s getting a little frustrated,<br class=""><br class=""><br class="">
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<div class="MsoNormal"><i class=""><span style="font-family: Arial, sans-serif" class="">Paul Smith</span></i></div>
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<div class="MsoNormal">Director (Vic)</div>
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<div class="MsoNormal"><b class="">AV Media Systems</b></div>
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<div class="MsoNormal">9543 6525</div>
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<div class="MsoNormal"><a href="mailto:[email-masked]" rel="noreferrer" class=""><span style="color: rgb(5, 99, 193)" class="">[email-masked]</span></a></div>
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<b class=""><span lang="EN-US" class="">From:</span></b><span lang="EN-US" class=""><span class="Apple-converted-space"> </span>Manuela Berchtold &lt;<a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a>&gt;<span class="Apple-converted-space"> </span><br class=""><b class="">Sent:</b><span class="Apple-converted-space"> </span>Monday, 22 March 2021 8:39 AM<br class=""><b class="">To:</b><span class="Apple-converted-space"> </span>Paul Smith &lt;<a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a>&gt;<br class=""><b class="">Subject:</b><span class="Apple-converted-space"> </span>Update</span>
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<div class="MsoNormal">Hi Paul,</div>
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<div class="MsoNormal">I hope this finds you happy and well on this Monday morning!</div>
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<div class="MsoNormal">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!!!<span class="Apple-converted-space"> </span><span style='font-family: "Apple Color Emoji"' class="">&#128540;</span>
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<div class="MsoNormal">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.</div>
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<div class="MsoNormal">He checked the settings on everything as I have done over the past 2 weeks and everything looks normal.</div>
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<div class="MsoNormal">He did see that the Les Mills app had a newer software version than the I pad, so we updated the iPad.</div>
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<div class="MsoNormal">Apparently the projector had a new / updated IP address given to it, so that has been fixed to correspond. </div>
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<div class="MsoNormal">Everything looks like it should work however its still saying “Connecting” re the automation in the settings. </div>
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<div class="MsoNormal">Isaac has had to leave to his other job. He said he is sorry however everything looks right but it's not working. </div>
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<div class="MsoNormal">I’m free to chat until I teach another class at 10:30am.</div>
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<div class="MsoNormal">Then I’m free to chat again anytime after 12pm.</div>
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<div class="MsoNormal">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.</div>
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<div class="MsoNormal">Sorry to bombard you with this Monday morning however we are at a bit of a loss!</div>
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<div class="MsoNormal">Chat with you sometime later I’m sure.</div>
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<div class="MsoNormal">Take care, Manuela </div>
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<b class=""><span style="font-size: 12pt; font-family: Verdana, sans-serif; letter-spacing: 0.75pt" class=""><br class="">Manuela Berchtold <br class=""></span></b><span style="font-size: 10pt; font-family: Verdana, sans-serif" class="">Owner</span>
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<div class="MsoNormal"><span style="color: white" class=""><img width="150" height="72" id="_x0000_i1028" src="http://highcountryfitness.com.au/sig/High-Country-Fitness-logo.png" alt="http://highcountryfitness.com.au/sig/High-Country-Fitness-logo.png" style="width: 1.5625in; height: 0.75in" class=""></span></div>
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<div class="MsoNormal" style="margin-right: 0cm; margin-bottom: 7.5pt; margin-left: 26.25pt"><span style="font-size: 10pt; font-family: Verdana, sans-serif; color: white" class=""><br class=""><br class="">1 Snowy River Ave, <br class="">Jindabyne NSW 2627</span></div>
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<span style="font-size: 10pt; font-family: Verdana, sans-serif; color: white" class=""><br class="">e.  : </span><span style="color: white" class=""><a href="mailto:[email-masked]" rel="noreferrer" class=""><span style="font-size: 10pt; font-family: Verdana, sans-serif; color: white; text-decoration: none" class="">[email-masked]</span></a></span><span style="font-size: 10pt; font-family: Verdana, sans-serif; color: white" class=""><br class="">w. : </span><span style="color: white" class=""><a href="http://highcountryfitness.com.au/" rel="noreferrer" class=""><span style="font-size: 10pt; font-family: Verdana, sans-serif; color: white; text-decoration: none" class="">www.highcountryfitness.com.au</span></a></span>
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<div class="MsoNormal" style="margin-top: 11.25pt"><span style="font-size: 8.5pt; font-family: Arial, sans-serif" class="">This email message is for the exclusive use of the intended recipient(s) and may contain confidential, privileged and non-disclosable information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email immediately and destroy any and all copies of the message.</span></div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392