Subject: New Reply Received - Splash - Report of issues with Virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 25 Mar 2021 00:59:40 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Splash - Report of issues with Virtual  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi Paul</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">I will turn off the Ipad today and leave it off until next Monday.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">I’ll monitor it until then,
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<img width="178" height="126" style="width:1.8541in;height:1.3125in" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwODg1ODc5ODIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.d84LB2mVMc9J9iIhv-ksdjixoy2HAvt55Rg8xO7hTbc" align="left"><b><span style='font-size:9.0pt;font-family:"Verdana",sans-serif'>Toa
 Su’a<span style="color:#1F497D"> <br>
</span>Health Club Services Coordinator<span style="color:#1F497D"></span></span></b>
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<b><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray'>Splash Aqua Park and Leisure Centre</span></b><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray'>      
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60 Central Park Avenue<br>
Craigieburn Victoria 3064<br>
<b>Phone</b> 9356 6800  <br>
<b>Email </b></span><a href="mailto:[email-masked]" rel="noreferrer"><b><span style='font-size:8.0pt;font-family:"Verdana",sans-serif'>[email-masked]</span></b></a><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray'><br>
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</span><a href="http://splash.hume.vic.gov.au/" title="http://www.hume.vic.gov.au/" rel="noreferrer"><b><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:#999999'>splash.hume.vic.gov.au</span></b></a><span lang="EN-US" style='font-size:8.0pt;font-family:"Times New Roman",serif;color:black'></span>
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<div>From:<span lang="EN-US"> Paul Smith &lt;[email-masked]&gt;
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<b>Sent:</b> Thursday, 25 March 2021 11:10 AM<br>
<b>To:</b> Toa Su'a &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked]; Les Mills International &lt;[email-masked]&gt;; [email-masked]<br>
<b>Subject:</b> RE: Splash - Report of issues with Virtual</span>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi Toa, </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Just before this all starting working normally again for no reason several months ago, it was suggested just prior to turn the Ipad off at the kiosk to assist in isolating where the ON command was
 coming from.  As we have already established previously, there were no classes scheduled when the projector was activating and the screen was dropping , yet the only connection to the projector is direct to the dedicated router in the kiosk. Would it be possible
 to turn the Ipad OFF and leave it off, then monitor if this problem still occurs and report back as this will help determine if its coming from the Ipad, or somewhere else that needs investigating further.
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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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<b><span lang="EN-US">From:</span></b><span lang="EN-US"> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Wednesday, 24 March 2021 4:54 PM<br>
<b>To:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
<b>Cc:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>;
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>; Paul Smith &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;;
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
<b>Subject:</b> Re: Splash - Report of issues with Virtual</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi ​Toa,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for sharing the screenshots and videos of the issue. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you please let us know what date and time the issue started? What was the date of the video taken?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>This would help us dive down in our backend data to check exactly what might be causing this. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Looking forward to your reply soon.<br>
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​Best Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Wed, 24 Mar at 4:16 PM
<span class="separator">, Toa Su'a &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Hi Greg
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<span style='font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Apologies for the delay,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Yes we are experiencing some issues with the Virtual Platform in our main group fitness room and our cycle studio.
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<b><span style='font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Main Group Fitness Room</span></b><span style='font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>:
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<span style='font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>The Projector and Screen turns on randomly at different times. A Video is attached showing the screen and projector turning on when members are coming in for a
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<span style='font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>As requested Greg below is the screens shot of the automation setup on the on the Virtual Platform for the Main group fitness room.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span style='font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Cycle Studio:
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<span style='font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>The scheduling system is still not working. Below is a screenshot of Cycle studio scheduler showing last sync was 2months ago.
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<span style='font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Our IT department has confirmed all connections and IP address.
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<span style='font-size:9.0pt;font-family:"Verdana",sans-serif'>Kind Regards,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<img width="178" height="126" style="width:1.8541in;height:1.3125in" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwODg0ODMxNjMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.CUqz_sYFnKmVHLOxQWTLgW6sDx2LrgQ3DTBzE7citWQ" align="left"><b><span style='font-size:9.0pt;font-family:"Verdana",sans-serif'>Toa
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</span>Health Club Services Coordinator</span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<b><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray'>Splash Aqua Park and Leisure Centre</span></b><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray'>      
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60 Central Park Avenue<br>
Craigieburn Victoria 3064<br>
<b>Phone</b> 9356 6800  <br>
<b>Email </b></span><span style='font-family:"Helvetica",sans-serif'><a href="mailto:[email-masked]" rel="noreferrer"><b><span style='font-size:8.0pt;font-family:"Verdana",sans-serif'>[email-masked]</span></b></a></span><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray'><br>
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</span><span style='font-family:"Helvetica",sans-serif'><a href="http://splash.hume.vic.gov.au/" title="http://www.hume.vic.gov.au/" rel="noreferrer"><b><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:#999999'>splash.hume.vic.gov.au</span></b></a></span><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'>From:</span><span lang="EN-US" style='font-family:"Helvetica",sans-serif'> Greg Cartagena &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Tuesday, 23 March 2021 2:44 PM<br>
<b>To:</b> Toa Su'a &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> Tyler Adams &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Paul Smith &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Splash - Report of issues with Virtual</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-US" style='font-family:"Helvetica",sans-serif'>Hi Toa,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-family:"Helvetica",sans-serif'>I received a text message from Paul Smith to say that you were having a problem with Virtual, but did not mentioned details.
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<span lang="EN-US" style='font-family:"Helvetica",sans-serif'>I have included LMI support in this email to pick up with you and assist. If you can provide a description of the problem and provide date and time of instances that occurred
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<span lang="EN-US" style='font-family:"Helvetica",sans-serif'>We look forward to hearing back from you in order to better assist in identifying the cause and resolving the problem.
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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='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'><a href="http://www.lesmills.com.au" rel="noreferrer"><span style='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;color:black'>
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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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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Tel
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:black'>+61 455 508 248
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>| Email
</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-family:"Tahoma",sans-serif'>[email-masked]</span></a>
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<b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:black'>Les Mills Virtual Support </span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/36000117739" rel="noreferrer"><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif'>link
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<b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif'>Virtual Video Guide Link:
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'><a href="https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow" rel="noreferrer"><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif'>https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow</span></a>
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<b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Les Mills Virtual App - Troubleshooting Link:</span></b><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;color:black'><a href="https://www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s" rel="noreferrer"><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif'>https://www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s</span></a>
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<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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<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
 use of the contents or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments.  </span></u><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'>Confidentiality This information is Confidential. The information contained within this transmission is directed to the defined recipient(s). Should this transmission accidentally
 find its way to an incorrect recipient then it should be destroyed immediately without disclosing or using the information contained within the transmission. If you have received this transmission in error then please inform the sender immediately by return
 email and delete the transmission and all of its associations. Any views expressed in this email are those of the individual sender and may not necessarily reflect the views of Hume City Council. The Hume City Council has implemented anti-virus software, and
 whilst all care is taken, it is the recipient's responsibility to ensure that any attachments are scanned for viruses prior to use. The Hume City Council monitors its email traffic.
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>4397:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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Confidentiality This information is Confidential. The information contained within this transmission is directed to the defined recipient(s). Should this transmission accidentally find its way to an incorrect recipient then it should be destroyed immediately
 without disclosing or using the information contained within the transmission. If you have received this transmission in error then please inform the sender immediately by return email and delete the transmission and all of its associations. Any views expressed
 in this email are those of the individual sender and may not necessarily reflect the views of Hume City Council. The Hume City Council has implemented anti-virus software, and whilst all care is taken, it is the recipient's responsibility to ensure that any
 attachments are scanned for viruses prior to use. The Hume City Council monitors its email traffic.
</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397