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: Tue, 23 Mar 2021 23:27:53 +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>Hi Charlotte and everyone cc’d,</div>
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<div class="">Our internet connection is solid and on ethernet, we have had no instability.</div>
<div class="">Its Telstra NBN.</div>
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<div class="">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.</div>
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<div class="">It really only seems to be an issue each time the Les Mills App is updated.</div>
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<div class="">Thank you so much for your ongoing support, I’m sure you will get to the bottom of this in no time.</div>
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<div class="">Thank you and have a great day, 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=""><br class="">1 Snowy River Ave, <br class="">Jindabyne NSW 2627</div>
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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 23 Mar 2021, at 2:58 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 Manuela,</div>
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<div dir="ltr" class="">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.</div>
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<div dir="ltr" class="">Kind regards</div>
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<div dir="ltr" class="">Charlotte</div>
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<br class=""><br class="">Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392" rel="noreferrer" class="">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392</a>
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                            On
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                            <span class="separator">,  Paul Smith &lt;<a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a>&gt;  wrote:
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US" class="">Diagram with relative control info and equipment attached Charlotte,
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US" class="">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" class="">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 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="">From:<span lang="EN-US" class=""> Les Mills International &lt;<a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a>&gt;
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<b class="">Sent:</b> Tuesday, 23 March 2021 10:28 AM<br class="">
<b class="">To:</b> <a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a><br class="">
<b class="">Cc:</b> Paul Smith &lt;<a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a>&gt;; <a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a>; <a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a><br class="">
<b class="">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' class="">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
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">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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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">Charlotte<br class="">
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Ticket: </span><a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392" rel="noreferrer" class=""><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class=""></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">On Mon, 22 Mar at 3:54 PM
<span class="separator">, Manuela Berchtold &lt;</span></span><a href="mailto:[email-masked]" rel="noreferrer" class=""><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">[email-masked]</span></a><span class="separator"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">&gt;
 wrote: </span></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">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' class="">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' class="">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' class="">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' class="">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' class="">Take care, Manuela </span></div>
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Manuela Berchtold <br class="">
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1 Snowy River Ave, <br class="">
Jindabyne NSW 2627</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">On 22 Mar 2021, at 1:36 pm, Les Mills International &lt;</span><a href="mailto:[email-masked]" rel="noreferrer" class=""><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">&gt;
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">Hi All,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' 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.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">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' class="">Thanks</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">Charlotte<br class="">
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Ticket:<span class="apple-converted-space"> </span></span><a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392" rel="noreferrer" class=""><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white' class="">4392:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392