Subject: Ticket re-opened - [#4397] Splash - Report of issues with Virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 29 Mar 2021 05:46:52 +0000

Hi Pritish Nandi,  Ticket “#4397 – Splash - Report of issues with Virtual” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397 to view the ticket.  Ticket comment   
 Hi LMI Support Team, 

  

 Do we have a resolution course for Toa that we can implement ASAP? Time is of the essense and we need to get their virtual ready for Launch to members and community. Let’s look at everything and last resort solution. 

  

 
 Kind Regards, 

  

 Greg 

  

 Greg Cartagena | Virtual AV Support Specialist 
Les Mills Asia Pacific | www.lesmills.com.au  

 PO Box 3998 Manuka ACT 2603 AUSTRALIA 

 
Tel
+61 455 508 248
| Email
[email-masked]

 

 
 
Les Mills Virtual Support link
 to our FAQ's

 
 Virtual Video Guide Link:

 
 https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow 

 Les Mills Virtual App - Troubleshooting Link: 

 https://www.youtube.com/watch?v=9SnShjgWAhE&list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&index=6&t=16s 

  

 AV Support Operating Hours: Monday – Wednesday 9:00am – 5:00pm

 

 

  

 
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 From: Toa Su'a <[email-masked]> 
Date: Thursday, 25 March 2021 at 10:57 AM 
To: Les Mills International <[email-masked]>, Greg Cartagena <[email-masked]> 
Cc: Tyler Adams <[email-masked]>, "[email-masked]" <[email-masked]> 
Subject: RE: Splash - Report of issues with Virtual

 

 

 
 Morning Pritish 

   

 Checking the footage, it seems the issue first started on the 8/2/21 at 9.30am (image below) 

 Screen will come down automatically and the projector will turn on. The only classes we have scheduled are Tuesday and Thursday at 6am (shown on the schedule) 

   

   

  

   

   

 Kind Regards, 

 
Toa
 Su’a  
Health Club Services Coordinator

 
 
Splash Aqua Park and Leisure Centre      
 
60 Central Park Avenue 
Craigieburn Victoria 3064 
Phone 9356 6800   
Email [email-masked] 
Web
splash.hume.vic.gov.au

 

 

 

 

 

From: Les Mills International <[email-masked]>
 
Sent: Wednesday, 24 March 2021 4:54 PM 
To: [email-masked] 
Cc: Toa Su'a <[email-masked]>; [email-masked]; [email-masked]; [email-masked] 
Subject: Re: Splash - Report of issues with Virtual

 

 

 
 
 Hi ​Toa, 

 
 
 ​ 

 
 
 Thank you for sharing the screenshots and videos of the issue.  

 
 
 ​ 

 
 
 Could you please let us know what date and time the issue started? What was the date of the video taken? 

 
 
 ​ 

 
 
 This would help us dive down in our backend data to check exactly what might be causing this.  

 
 
 ​ 

 
 
 Looking forward to your reply soon. 
​ 
​Best Regards, 
Pritish 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397 

 

   

 

 
 On Wed, 24 Mar at 4:16 PM
, Toa Su'a <[email-masked]> wrote:

 

 Hi Greg  

 

 

 
 Apologies for the delay, 

 

 

 
 Yes we are experiencing some issues with the Virtual Platform in our main group fitness room and our cycle studio.

 

   

 

Main Group Fitness Room:

 

 
 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 live class. 

 
 
 As requested Greg below is the screens shot of the automation setup on the on the Virtual Platform for the Main group fitness room. 

 

 

 

 

  

 

 

 
 Cycle Studio: 

 

 The scheduling system is still not working. Below is a screenshot of Cycle studio scheduler showing last sync was 2months ago.

 

 Our IT department has confirmed all connections and IP address.

 

   

 

 

 

 

 Kind Regards, 

 

Toa
 Su’a  
Health Club Services Coordinator

 

 
 
Splash Aqua Park and Leisure Centre      
 
60 Central Park Avenue 
Craigieburn Victoria 3064 
Phone 9356 6800   
Email [email-masked] 
Web
splash.hume.vic.gov.au

 

 

 

   

 

 

 

 

 

 
From: Greg Cartagena <[email-masked]>
 
Sent: Tuesday, 23 March 2021 2:44 PM 
To: Toa Su'a <[email-masked]>; Les Mills International <[email-masked]> 
Cc: Tyler Adams <[email-masked]>; Paul Smith <[email-masked]> 
Subject: Splash - Report of issues with Virtual

 

 

 

 Hi Toa, 

 

 

 
 I received a text message from Paul Smith to say that you were having a problem with Virtual, but did not mentioned details.

 

   

 
 
 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 it will be helpful
 to check at the cause from our end.  

 

 

 
 We look forward to hearing back from you in order to better assist in identifying the cause and resolving the problem.

 

   

 
 
 Kind Regards, 

 

 

 
 Greg 

 

 

 
 
Greg Cartagena | Virtual AV Support Specialist 
Les Mills Asia Pacific | www.lesmills.com.au 

 

 
 PO Box 3998 Manuka ACT 2603 AUSTRALIA 

 

Tel
+61 455 508 248
| Email
[email-masked]

 

 

 

 
Les Mills Virtual Support link
 to our FAQ's 

 

 Virtual Video Guide Link:

 

 https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow

 

 Les Mills Virtual App - Troubleshooting Link: 

 
 
 https://www.youtube.com/watch?v=9SnShjgWAhE&list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&index=6&t=16s

 

   

 
 
 AV Support Operating Hours: Monday – Wednesday 9:00am – 5:00pm

 

  

 

 

 
 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.   

 

 

 

 

 
 
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4397:859387

 

 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
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