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 23:35:44 +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 style="mso-fareast-language:EN-US">Diagram with relative control info and equipment attached Charlotte,
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">As detailed previously, both my IT tech, and Manuela’s on site tech has been over in detail and unable to determine why this was occurring yet in a last effort Manuela’s tech rebooted the Ipad again,
 and it started working without him changing any settings</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Like the previous time this occurred, it has stopped again for no apparent reason and all settings, IP address and PJ link password appear correct.
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<div class="MsoNormal"><i><span style='font-family:"Arial",sans-serif'>Paul Smith</span></i></div>
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<div class="MsoNormal">Director (Vic)</div>
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<div class="MsoNormal"><b>AV Media Systems</b></div>
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<div class="MsoNormal">0410 587 544</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"><span style="color:#0563C1">[email-masked]</span></a></div>
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<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Tuesday, 23 March 2021 10:28 AM<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> Paul Smith &lt;[email-masked]&gt;; [email-masked]; [email-masked]<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",sans-serif'>Hi Manuela,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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",sans-serif'>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",sans-serif'>Many thanks</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Charlotte<br>
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Ticket: </span><a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Mon, 22 Mar at 3:54 PM
<span class="separator">, Manuela Berchtold &lt;</span></span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span class="separator"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hello Charlotte,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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",sans-serif'>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",sans-serif'>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",sans-serif'>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",sans-serif'>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",sans-serif'>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",sans-serif'>Take care, Manuela </span></div>
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Manuela Berchtold <br>
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1 Snowy River Ave, <br>
Jindabyne NSW 2627</span></div>
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e.  : </span><span style="color:white;mso-fareast-language:EN-US"><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:white;text-decoration:none'>[email-masked]</span></a></span><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:white;mso-fareast-language:EN-US'><br>
w. : </span><span style="color:white;mso-fareast-language:EN-US"><a href="http://highcountryfitness.com.au" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:white;text-decoration:none'>www.highcountryfitness.com.au</span></a></span><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:white;mso-fareast-language:EN-US'>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On 22 Mar 2021, at 1:36 pm, Les Mills International &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi All,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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",sans-serif'>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",sans-serif'>Thanks</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Charlotte<br>
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Ticket:<span class="apple-converted-space"> </span></span><a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Mon, 22 Mar at 12:40 PM<span class="apple-converted-space"> </span><span class="separator">, Greg Cartagena &lt;</span></span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span class="separator"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Support Team,</span></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Please report back to Manuela and offer any insights towards solutions based on the reports.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Many thanks….</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></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 | </span><span style="color:black"><a href="http://www.lesmills.com.au/" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:purple'>www.lesmills.com.au</span></a></span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif'>Les Mills Virtual Support </span></b><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/36000117739" rel="noreferrer"><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#0563C1'>link
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<b><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif'>From:<span class="apple-converted-space"> </span></span></b><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif'>Paul Smith &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif'>&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;</span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif'>&gt;,
 Jasmine Bourchier &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif'>&gt;<br>
<b>Subject:<span class="apple-converted-space"> </span></b>FW: Update</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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",sans-serif'>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",sans-serif'>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",sans-serif'>From:</span></b><span class="apple-converted-space"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Manuela
 Berchtold &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&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;</span><a href="mailto:[email-masked]" rel="noreferrer"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;<br>
<b>Subject:</b><span class="apple-converted-space"> </span>Update </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Paul,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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",sans-serif'>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:"Segoe UI Emoji",sans-serif'>&#128540;</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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",sans-serif'>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",sans-serif'>Everything looks like it should work however its still saying “Connecting” re the automation in the settings. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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",sans-serif'>I’m free to chat until I teach another class at 10:30am.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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",sans-serif'>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",sans-serif'>Sorry to bombard you with this Monday morning however we are at a bit of a loss!</span></div>
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Manuela Berchtold <br>
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1 Snowy River Ave, <br>
Jindabyne NSW 2627</span><span style="mso-fareast-language:EN-US"></span>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>4392:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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Attachments :
1. <a href='http://lesmillsvirtualapp.freshdesk.com/helpdesk/attachments/36088369665'>High Country Diagram.pdf</a>
  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392