Subject: Ticket re-opened - [#4397] Splash - Report of issues with Virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 01 Apr 2021 10:14:47 +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 Pritish,  

 

   

 
 If you are referring to arranging a call with Kim to discuss the technical aspects, this already took place at 2pm on 21/12/20 for this exact issue,  I believe I had provided all relevant
 details and responses to Kim’s questions and I provided a site schematic diagram and understood that Kim was to get back to me but I’ve not heard from anyone since 21/12/20 as to the possible cause of this phantom triggering operation, other than yourself
 and Charlotte of course.  

 

   
 
 Additionally, I had replied earlier today to Charlottes questions so believe you have all relevant details on hand now. (see highlighted
 text in the thread below)  

 

 

 

 

 Paul Smith 

 
 
 Director (Vic) 

 
 
 AV Media Systems (VIC) 

 
 
 TEL: 0410 587 544 

 
 
 [email-masked] 

 
 
 (Sent from iPhone) 

 

 

 

 
  
 From: Les Mills International <[email-masked]> 
Sent: Thursday, April 1, 2021 8:38:22 PM 
To: [email-masked] <[email-masked]> 
Cc: [email-masked] <[email-masked]>; [email-masked] <[email-masked]>; Paul Smith <[email-masked]>; [email-masked] <[email-masked]>; [email-masked] <[email-masked]>; [email-masked]
 <[email-masked]> 
Subject: Re: Splash - Report of issues with Virtual  

 

 

 

 
 Hi Greg and Nick, 

 
 
 ​ 

 
 
 ​​Thank you for your response. 

 
 
 ​ 

 
 
 In order to investigate this further, we will setup a call with our AV manager and Paul,
next week to chat through the technical aspects of the system.

 

 ​ 

 
 
 In the meantime, the Club can surely try to delete the app and re-download all the content again just to see if re-establishes the connection within automation.  

 

   

 
 Also, it would be very helpful to get all the required information that was asked in the previous email by Charlotte before the call.  

 

   

 
 Looking forward to your understanding and cooperation. 

 
 
 ​ 

 
 
 Best Regards, 

 
 
 Pritish 

 
 
 Customer Services 

 
 
 Les Mills Virtual App 

 

Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397 

 

 
On Thu, 1 Apr at 5:16 PM
, Greg Cartagena <[email-masked]> wrote: 

 

 Hi Nick, 

 

 

 
 
I believe that the number of hours and communications invested by all to get to this point puts us in a position to look at a last resort option for business
 and LMV brand sake. It may be that deleting the current App and downloading the latest app version may or may not solve the issue, but if that same issue comes up again after we reset, it will show the App was not the cause and we will need to focus deeper.
 It’s apparent to me that we should not go another week of back and forth… May end up to be too much for Toa at this point to tolerate further time at his end troubleshooting. He wants it all to work and move on to Launching Virtual with confidence that all
 is working in all studios as expected. 

 

   

 

My 2 cents…

 

   

 

 
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

 

   

 

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From:
Nick Aspinall <[email-masked]> 
Date: Thursday, 1 April 2021 at 12:24 PM 
To: Paul Smith <[email-masked]>, Les Mills International <[email-masked]>, Greg Cartagena <[email-masked]> 
Cc: Tyler Adams <[email-masked]>, Hylton Drake <[email-masked]> 
Subject: Re: Splash - Report of issues with Virtual

 

 

 

 

 
Hi Charlotte,

 

 

 

 

 
Further to below and after speaking with Greg on this now I wanted to jump in as I had not appreciated that this has been an issue for so long now and obviously
 keen to ensure we do not push a major client to the 'edge' over this issue.

 

 

 

 

 
Appreciating what has happened to date and that everyone including the client is trying to resolve asap.

 

 

 

 

 
Can I ask we try the below asap to potentially rule out an app issue and accelerate the resolution by removing and then reinstalling the app along with the LM
 content and scheduler?

 

 

 

 

 
Greg - please add if I have missed anything.

 

 

 

 

 
Cheers

 

 

 

 

 
Nick

 

 

 

 

   

 

 

 

 

 

Nick Aspinall | Partnerships Director
 - Australia

 

 
 
Les Mills Asia Pacific | [email-masked] 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
Tel: +61 431 066 007 | www.lesmills.com.au  

 

 

 

 

 

 

 

 

 

 

 

   

 

 

 

 

 

 
From: Paul Smith <[email-masked]> 
Sent: Thursday, April 1, 2021 10:37 AM 
To: Les Mills International <[email-masked]>; Greg Cartagena <[email-masked]> 
Cc: [email-masked] <[email-masked]>; Tyler Adams <[email-masked]>; Hylton Drake <[email-masked]>; Nick Aspinall <[email-masked]> 
Subject: RE: Splash - Report of issues with Virtual

 

 

 

 

 
 
 Hi Charlotte,

 

   

 
 
 I’m eager to help resolve this and get it operational and stable as a priority, it’s been taking a lot of everyone’s time and resources and I can only appreciate the frustration
 this is causing Toa and the health club members in still not being able to launch their virtual system. 

 

 

 
 As you know we have attended twice for this issue and unable to determine any fault and it had been operating perfectly on both occasions following the visit.

 

   

 

I hope my comments below aid in resolving or at least narrowing down the cause for this.

 

   

 

 

 
 
Paul Smith

 

 Director (Vic) 

 

AV Media Systems

 

 0410 587 544 

 
 
 9543 6525 

 
 
 [email-masked] 

 

 

 

From: Les Mills International <[email-masked]>
 
Sent: Thursday, 1 April 2021 8:45 AM 
To: [email-masked] 
Cc: [email-masked]; [email-masked]; Paul Smith <[email-masked]>; [email-masked]; [email-masked]; [email-masked] 
Subject: Re: Splash - Report of issues with Virtual 

 

 

 

 

 Hi Toa, 

 

 

 

 
 
 Thanks for that, since the status is disconnected Automation won't be functioning , so I'd suggest operating the projector manually
 and turning off Automation for now.   

 

 

 
 
As confirmed by Toa this morning, the scheduled classes at 6am Tuesday and 6am Thursday are working perfectly despite
 the “disconnected” message in the automation page of the LMI APP – this means that disconnected message does not seem to have any impact on the commands being sent for scheduled classes,  therefore the phantom operation of the projector can not be discounted
 on the basis of this disconnected status.  It is concerning also that the logs do not show any automation codes being sent, yet the projector and screen and the class is operating perfectly for these classes ??

 

 

 

 
 
Additionally the period in which the Ipad had been switched off, the projector did not switch on during this period,
 then the projector did switch back on at 0326 Tuesday morning. To me this indicates the automation PJLINK command MUST be coming from the App – there is no other device in this closed and dedicated network that can issue a PJLINK command, to this static IP
 address with the PJLINK password for the projector to operate. 

 

 

 

 
 
Maybe for the purpose of confirmation, Toa could toggle the automation tab to OFF and see what happens – although if
 the “ disconnected” notification is incorrect and scheduled classes are still firing correctly, it would concern me if the OFF tab did infact disable ALL automation signals.

 

 

 

 

 For PJLINK to function the following needs to be true: 

 

 
 1. the I.P address of the projector needs to be static –
IP address has been reserved via a MAC address in the dedicated router – checked and confirmed on site twice. 

 

 
 2. the projector and iPad need to be on the same network –
Projector and Ipad are on dedicated network via dedicated router as per LMI directions 

 

 
 3. Powersave is turned off on the projector –
Eco mode is disabled on Sony Projector 

 

 
 4. the projector password is correct –
Password for PJLINK has been checked and double checked 

 

 
 5. the projector is on the latest firmware (found within the projector menu settings) – Firmware version
 is 01.0A released March 2020 (projector installed September 2020) – Sony have confirmed this is the current version – Sony AUS/NZ Professional support 1300 367 669  Sony model no. VPL-PHZ11) 

 

 

 

 
 
 Could you confirm the above please? 

 

 
 
All confirmed – please let me know if I can provide any further information to resolve this.

 

 

 

 
 
 For the cycle studio iPad, are you able to access the App Settings and run a diagnostics test via the Version tab?  This should re-establish any broken connections and detect
 any issues.  If you're not able to access the App please send us a screen shot of what you see. 

 

 
 ​ 

 

 
 Thanks 

 

 
 ​ 

 

 
 Charlotte 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397  

 

 

 

 

 

 

 

 On Wed, 31 Mar at 5:12 PM
, Toa Su'a <[email-masked]> wrote:

 

 
 
 Hi mate 

 

 

 

 
 
 Yes I only powered off the Ipad not the Kiosk.

 

 

 

 

 cheers 

 

 

 

 

 

From: Paul Smith <[email-masked]>
 
Sent: Wednesday, 31 March 2021 3:05 PM 
To: Les Mills International <[email-masked]>;
[email-masked] 
Cc: Toa Su'a <[email-masked]>;
[email-masked];
[email-masked];
[email-masked];
[email-masked] 
Subject: Re: Splash - Report of issues with Virtual 

 

 

 

 

 

 
Toa can you please just confirm that the kiosk itself was still powered ON and you simply had the IPad OFF (just wanted to ensure the
 iPad was isolated but the network switch and accessories were left ON during that time) 

 

 

 

 

 

 

 Paul Smith 

 

 

 Director (Vic) 

 

 

 AV Media Systems (VIC) 

 

 

 TEL: 0410 587 544 

 

 

 [email-masked] 

 

 

 (Sent from iPhone) 

 

 

 

 

From: Les Mills International <[email-masked]> 
Sent: Wednesday, March 31, 2021 2:51:22 PM 
To: [email-masked] <[email-masked]> 
Cc: [email-masked] <[email-masked]>;
[email-masked] <[email-masked]>; Paul Smith <[email-masked]>;
[email-masked] <[email-masked]>;
[email-masked] <[email-masked]>;
[email-masked] <[email-masked]> 
Subject: Re: Splash - Report of issues with Virtual 

 

 

   

 

 

 

 
 Hi Toa, 

 

 

 ​ 

 

 

 I can't see any Automation commands being sent, not even for the Core class at 6am.  Could you send me a photo of the Automation tab within App settings please? 

 

 

 ​ 

 

 

 Thanks 

 

 

 ​ 

 

 

 Charlotte 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397  

 

 

 

 

 

 

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