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 23:32:21 +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 class="WordSection1">
<div class="MsoNormal"><span lang="EN-US">Hi Charlotte,</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg Cartagena | Virtual AV Support Specialist<br>
Les Mills Asia Pacific | <a href="http://www.lesmills.com.au" rel="noreferrer"><span style="color:purple">www.lesmills.com.au</span></a> </span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span></div>
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<a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a></span>
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<b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:black'>Les Mills Virtual Support </span></b><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/36000117739" rel="noreferrer"><span style="color:#0563C1">link
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<div class="MsoNormal" style="background:white"><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'><a href="https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow" rel="noreferrer"><span style="color:#0563C1">https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow</span></a></span></div>
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<div class="MsoNormal" style="background:white"><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Les Mills Virtual App - Troubleshooting Link:</span></b></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'><a href="https://www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s" rel="noreferrer"><span style="color:#0563C1">https://www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s</span></a></span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>AV Support Operating Hours: Monday – Wednesday 9:00am – 5:00pm
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<div>From: <span style="font-size:12.0pt;color:black">Les Mills International &lt;[email-masked]&gt;<br>
<b>Reply-To: </b>Les Mills International &lt;[email-masked]&gt;<br>
<b>Date: </b>Tuesday, 23 March 2021 at 9:27 AM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Cc: </b>"[email-masked]" &lt;[email-masked]&gt;, "[email-masked]" &lt;[email-masked]&gt;, Jasmine Bourchier &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Re: High Country Fitness - On going Issues report for LMI support</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Manuela,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>It's probably best we start right at the beginning with the equipment that's installed and how it's connected.  Paul, can you provide an AV schematic detailing the makes and models
 please?  </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>We can see the AV command was firing from the App until yesterday morning, so we need to figure out why the projector and screen have not been seeing the command since the 5th
 of March. Can I also confirm that it's PJLINK you're using?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Many thanks</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Charlotte<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Mon, 22 Mar at 3:54 PM
<span class="separator">, Manuela Berchtold &lt;[email-masked]&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hello Charlotte,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>And yes, thank you all for having a look at this.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>This has unfortunately been like this again since Friday the 5th of March. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>We have to manually turn the projector on and off for all classes as it does not do it automatically.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>You may ben seeing it give its automation cue in the background, however its not doing it.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Please let me know if you need me to provide any more details.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thank you so much for looking into this for me.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Take care, Manuela </span></div>
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Manuela Berchtold <br>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On 22 Mar 2021, at 1:36 pm, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi All,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Manuela, what time was the issue reported and what happened?  </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thanks</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Charlotte<br>
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Ticket:<span class="apple-converted-space"> </span><a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392</a>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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]" rel="noreferrer">[email-masked]</a>&gt;
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Support Team,</span></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>Please read through the email trail in regards to the mentioned issues experienced by the LMV App Users at High Country.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>Can you kindly check at your end to what may be a cause and error feedback recently?</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg Cartagena | Virtual AV Support Specialist<br>
Les Mills Asia Pacific | <a href="http://www.lesmills.com.au/" rel="noreferrer"><span style="color:purple">www.lesmills.com.au</span></a> </span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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 Email<span class="apple-converted-space"> </span><a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a></span></span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif'>Les Mills Virtual Support <a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/36000117739" rel="noreferrer"><span style="color:#0563C1">link to our FAQ's</span></a></span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<u><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#999999;background:#FDFDFD'>The contents of this email and its attachments are confidential and privileged. Any unauthorised
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<b><span style='font-size:12.0pt;font-family:"Helvetica Neue"'>From:<span class="apple-converted-space"> </span></span></b><span style='font-size:12.0pt;font-family:"Helvetica Neue"'>Paul Smith &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Date:<span class="apple-converted-space"> </span></b>Monday, 22 March 2021 at 9:16 AM<br>
<b>To:<span class="apple-converted-space"> </span></b>Greg Cartagena &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;, Jasmine Bourchier &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:<span class="apple-converted-space"> </span></b>FW: Update</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.</span></div>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Understandably She’s getting a little frustrated,<br>
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<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:</span></b><span class="apple-converted-space"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>Manuela
 Berchtold &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<span class="apple-converted-space"> </span><br>
<b>Sent:</b><span class="apple-converted-space"> </span>Monday, 22 March 2021 8:39 AM<br>
<b>To:</b><span class="apple-converted-space"> </span>Paul Smith &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b><span class="apple-converted-space"> </span>Update</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>I hope this finds you happy and well on this Monday morning!</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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><span style='font-size:10.0pt;font-family:"Apple Color Emoji"'>&#128540;</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>He checked the settings on everything as I have done over the past 2 weeks and everything looks normal.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Apparently the projector had a new / updated IP address given to it, so that has been fixed to correspond. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Isaac has had to leave to his other job. He said he is sorry however everything looks right but it's not working. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Then I’m free to chat again anytime after 12pm.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Sorry to bombard you with this Monday morning however we are at a bit of a loss!</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Take care, Manuela </span></div>
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Manuela Berchtold <br>
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Attachments :
1. <a href='http://lesmillsvirtualapp.freshdesk.com/helpdesk/attachments/36088369572'>High Country Diagram.pdf</a>
  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392