Subject: Ticket re-opened - [#4392] Re: High Country Fitness - On going Issues report for LMI support
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 23 Mar 2021 23:27:53 +0000

Hi Pritish Nandi,  Ticket “#4392 – Re: High Country Fitness - On going Issues report for LMI support” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392 to view the ticket.  Ticket comment   Hi Charlotte and everyone cc’d, 
   
 Our internet connection is solid and on ethernet, we have had no instability. 
 Its Telstra NBN. 
   
 The iPad, Les Mills App and Projector have had all their IP addresses checked, double checked and triple checked. They all recognise each other, this command is just not currently connecting and working. 
   
 It really only seems to be an issue each time the Les Mills App is updated. 
   
 Thank you so much for your ongoing support, I’m sure you will get to the bottom of this in no time. 
   
 Thank you and have a great day, Manuela   

  
 Manuela Berchtold  Owner

 

 
  1 Snowy River Ave,  Jindabyne NSW 2627 
 
 e.  : [email-masked] w. : www.highcountryfitness.com.au
 
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 On 23 Mar 2021, at 2:58 pm, Les Mills International <[email-masked]> wrote: 

	 
 Hi Manuela, 
 ​ 
 
 The issues look to stem from the stability of the network connection.  The Virtual App requires a constant network and internet connection to function correctly, so I'd suggest contacting your network provider to check the iPad has a stable network environment.  Over the last 24 hours especially, the connection has dropped off substantially. I'll keep you updated on anything else we see at this end in the mean time. 
   
 Kind regards 
   
 Charlotte 
 ​ 
 
 ​ 
 
  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392

 
                           
                            On
                            Tue, 23 Mar at 12:35 PM
                            ,  Paul Smith <[email-masked]>  wrote:
                             
 Diagram with relative control info and equipment attached Charlotte,

 

 
 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 

  

 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.

 

 

 

 
 Paul Smith 

 Director (Vic) 

 AV Media Systems 

 0410 587 544 

 9543 6525 

 [email-masked] 

  

 

 
  
 From: Les Mills International <[email-masked]>
 
Sent: Tuesday, 23 March 2021 10:28 AM 
To: [email-masked] 
Cc: Paul Smith <[email-masked]>; [email-masked]; [email-masked] 
Subject: Re: Re: High Country Fitness - On going Issues report for LMI support

 

   

 
 
 Hi Manuela, 

 
 
 ​ 

 
 
 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?   

 
 
 ​ 

 
 
 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? 

 
 
 ​ 

 
 
 Many thanks 

 
 
 ​ 

 

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

 

 

 

 

On Mon, 22 Mar at 3:54 PM
, Manuela Berchtold <[email-masked]>
 wrote: 

 
 
 Hello Charlotte, 

 

   

 
 And yes, thank you all for having a look at this. 

 

   

 
 This has unfortunately been like this again since Friday the 5th of March.  

 
 
 We have to manually turn the projector on and off for all classes as it does not do it automatically. 

 

   

 
 You may ben seeing it give its automation cue in the background, however its not doing it. 

 

   

 
 Please let me know if you need me to provide any more details. 

 

   

 
 Thank you so much for looking into this for me. 

 

   

 
 Take care, Manuela  

 

 

 
Manuela Berchtold  
Owner

 

 

 

 

 

 

 

 
1 Snowy River Ave,  
Jindabyne NSW 2627 

 

 
e.  : [email-masked] 
w. : www.highcountryfitness.com.au

 

 
 Follow Us  

 

              

 

 

 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. 

 
 
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On 22 Mar 2021, at 1:36 pm, Les Mills International <[email-masked]>
 wrote:

 

 

 Hi All, 

 
 
 ​ 

 
 
 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. 

 
 
 ​ 

 
 
 Manuela, what time was the issue reported and what happened?   

 
 
 ​ 

 
 
 Thanks 

 
 
 ​ 

 

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

 

 

   

 

 

 

 

 

 
4392:859387