Subject: Ticket re-opened - [#4441] Troubleshooting
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 07 Apr 2021 04:37:57 +0000

Hi Pritish Nandi,  Ticket “#4441 – Troubleshooting” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4441 to view the ticket.  Ticket comment   
 Hi Tristan, 

  

 I want to bring you into some issues that have been reported by Churyl and Laura in regards to the earlier install at their club. I also wanted to connect you with LMI support to have your contact details in case you
 can assist since you are in the local area. Please have a look at the email trail below and Charlotte may have some questions you can help with.

 

 
 Many thanks… 

  

  

 
 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 – Friday 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.  

 

 

 

 

 

 

 From: Les Mills International <[email-masked]> 
Reply-To: Les Mills International <[email-masked]> 
Date: Wednesday, 7 April 2021 at 2:24 PM 
To: "[email-masked]" <[email-masked]> 
Cc: "[email-masked]" <[email-masked]>, Scott Lambert <[email-masked]>, Tyler Adams <[email-masked]>, Greg Cartagena <[email-masked]>, Gavin Jackson <[email-masked]>, Kate Wray <[email-masked]>,
 Nick Aspinall <[email-masked]> 
Subject: Re: Troubleshooting

 

 

 

 Hi Laura, 

 
 
 ​ 

 
 
 Tyler has informed us you're seeing the error message, 'no external screen connected' on the App.  This is an indication that the App can't send the video signal to the screen
 because of a break in one of the AV connections.  I'd suggest removing the Apple adapter from the iPad and the HDMI and power cable from the adapter and plugging them back in (power cable last).  If that doesn't help, please check with your AV provider to
 see if your EDID needs to be reset.  Your AV provider may also be able to advise if the projector settings are correct as well as the Automation settings.  Here's an article in our FAQ's: 

 
 
 ​ 

 
 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected- 

 
 
 ​ 

 
 
 Let us know how you get on. 

 
 
 ​ 

 
 
 Many thanks 

 
 
 Charlotte 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4441 

 

  

 

  

 

 
On Wed, 7 Apr at 3:26 PM
, Greg Cartagena <[email-masked]> wrote: 

 

 Hi Tyler, 

 

 

 
Thanks for your contribution and working through the process with them. This was a local AV company. They are currently installing a new AV system in the Cycle studio
 for The Trip. Not sure who is accountable as their were no earlier reports of issues that I am aware of. My head is in progressing the virtual leads and quotes for clubs. Always willing to help…

 

 

 

 
 
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 – Friday 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.  

 

 

 

 

   

 

 

 

 
 
From:
Tyler Adams <[email-masked]> 
Date: Wednesday, 7 April 2021 at 12:13 PM 
To: Greg Cartagena <[email-masked]>, Gavin Jackson <[email-masked]> 
Cc: Scott Lambert <[email-masked]>, Les Mills International <[email-masked]>, Kate Wray <[email-masked]>, Nick Aspinall <[email-masked]> 
Subject: Re: Fitness Works 4U

 

 

 

 

 
OK I've just spoken to someone at the club. We went through the process of disassociating the studio and linking it back up. The content began
 to download again.

 

 

 

 

 
Laura said that she did this the other day, and that the content took ages to download. But when it did, it said that there wasn't a screen
 connected, and the screen didn't come down to start the class. It sounds like an automation issue.

 

 

 

 

 
@Greg,
 I believe it was a local company that did this installation. Were you across who? Sorry, this is Scott's club so I don't have the background. Might be worth getting in touch?

 

 

 

 

 
@Les
 Mills International can we take a look at what's going on with automation from your end?

 

 

   

 

 

 
​

 

 
 
Tyler Adams |
 Business Partnership Manager VIC 
Les Mills Asia Pacific | [email-masked] 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
tel  +61  2 6215 8104 |
 mob 0422 024 315 | www.lesmills.com.au 

 

 

 

 
 
Get your 2021 Workshop Calendar here!

 

 

   

 

 
 
Check out
 the latest Instructor Training dates

 

 

 

 

 

 

 

 

 

 

 

 

 
 
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.  

 

 

 

 

 

 

 

 
From: Greg Cartagena <[email-masked]> 
Sent: Wednesday, 7 April 2021 9:37 AM 
To: Gavin Jackson <[email-masked]>; Tyler Adams <[email-masked]> 
Cc: Scott Lambert <[email-masked]>; Les Mills International <[email-masked]>; Kate Wray <[email-masked]>; Nick Aspinall <[email-masked]> 
Subject: Re: Fitness Works 4U

 

 

 

 

 

I have not done anything Gav just forwarded the image sent by the club for you.

 

 

 

 

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 – Friday 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.  

 

 

 

 

 

 

 

 

 

From:
Gavin Jackson <[email-masked]> 
Date: Wednesday, 7 April 2021 at 9:36 AM 
To: Greg Cartagena <[email-masked]>, Tyler Adams <[email-masked]> 
Cc: Scott Lambert <[email-masked]>, Les Mills International <[email-masked]>, Kate Wray <[email-masked]>, Nick Aspinall <[email-masked]> 
Subject: Re: Fitness Works 4U

 

 

   

 

 
 
Did you disassociate the existing studio and the old device in the TRP virtual scheduler?

 

 

 

 

 

 

Gavin Jackson

 

 
IT Manager 
Les Mills Asia Pacific | [email-masked] 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
tel +61 2 6215 8145 | fax +612 6282 0563 | www.lesmills.com.au 

 

 
 
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. BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN TO MOVE®, CHAIN®, CLUB COUNT®, CXWORX®,  IMMERSIVE FITNESS®, LES MILLS
 BARRE™, LES MILLS GRIT®, LES MILLS SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH'BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP® are all registered trademarks of Les Mills Asia Pacific.

 

 

 

 

From: Greg Cartagena <[email-masked]> 
Sent: Wednesday, April 7, 2021 9:35 AM 
To: Gavin Jackson <[email-masked]>; Tyler Adams <[email-masked]> 
Cc: Scott Lambert <[email-masked]>; Les Mills International <[email-masked]>; Kate Wray <[email-masked]>; Nick Aspinall <[email-masked]> 
Subject: Re: Fitness Works 4U

 

 

 

 

 

This is the message on the iPad.

 

 

 

 

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 – Friday 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.  

 

 

 

 

 

 

 

 

 

From:
Gavin Jackson <[email-masked]> 
Date: Wednesday, 7 April 2021 at 9:19 AM 
To: Tyler Adams <[email-masked]>, Greg Cartagena <[email-masked]> 
Cc: Scott Lambert <[email-masked]>, Les Mills International <[email-masked]>, Kate Wray <[email-masked]>, Nick Aspinall <[email-masked]> 
Subject: Re: Fitness Works 4U

 

 

   

 

 
 
Hi guys,

 

 

 

 

 

When reinstalling the app (or switching devices), you will need to disassociate the old device with the studio in the TRP virtual scheduler.

 

 

 

 

 

The reinstalled app, after login, will ask you which studio to associate with the new device.

 

 

 

 

 

Increasing the device count by one will allow you to associate multiple devices with the studios configured in the scheduler (but this doesn't sound like the desired
 solution - it will just make a mess that confuses everyone!).

 

 

 

 

 

 

Gavin Jackson

 

 
IT Manager 
Les Mills Asia Pacific | [email-masked] 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
tel +61 2 6215 8145 | fax +612 6282 0563 | www.lesmills.com.au 

 

 
 
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. BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN TO MOVE®, CHAIN®, CLUB COUNT®, CXWORX®,  IMMERSIVE FITNESS®, LES MILLS
 BARRE™, LES MILLS GRIT®, LES MILLS SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH'BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP® are all registered trademarks of Les Mills Asia Pacific.

 

 

 

 

From: Tyler Adams <[email-masked]> 
Sent: Wednesday, April 7, 2021 9:01 AM 
To: Greg Cartagena <[email-masked]> 
Cc: Scott Lambert <[email-masked]>; Les Mills International <[email-masked]>; Gavin Jackson <[email-masked]>; Kate Wray <[email-masked]>; Nick Aspinall <[email-masked]> 
Subject: Re: Fitness Works 4U

 

 

 

 

 

OK. In that case, I think it's something we actually have to fix on our end. Churyl didn't mention that to me on the phone yesterday.

 

 

 

 

 

@Gavin Jackson is
 this one of those situations where we have to increase the number of Virtual studios by 1 in Zenkai? If so, I think that deleting and reinstalling the app each time there's an error really won't be a feasible solution. I remember hearing that there are a finite
 number of Virtual studios we can set up in Zenkai, so increasing this number each time an error occurs means we'll eventually hit a wall.

 

 

 

 

 

Perhaps a good point for discussion later. But
@Kate, once Gav gives the nod that this will be a fix, can you increase that number in Zenkai for this club please?

 

 

 

 

 

Thanks

 

 

 

​

 

 
Tyler Adams |
 Business Partnership Manager VIC 
Les Mills Asia Pacific | [email-masked] 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
tel  +61  2 6215 8104 |
 mob 0422 024 315 | www.lesmills.com.au 

 

 

 

 

 
Get your 2021 Workshop Calendar here!

 

 

   

 

 
 
Check out
 the latest Instructor Training dates

 

 

 

 

 

 

 

 

 

 

 

 

 
 
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.  

 

 

 

 

 

 

 

 

From: Greg Cartagena <[email-masked]> 
Sent: Wednesday, 7 April 2021 8:53 AM 
To: Tyler Adams <[email-masked]>; Churyl Scheppard <[email-masked]> 
Cc: Scott Lambert <[email-masked]>; Les Mills International <[email-masked]> 
Subject: Re: Fitness Works 4U

 

 

 

 

 

Hi Tyler,

 

 

 

 
 
Churyl said that they did delete and download the app and it started downloading content. Later on when the checked it had stopped downloading content and said something
 like no studio set up…. Or something like that.

 

 

 

 

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 – Friday 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.  

 

 

 

 

 

 

 

 

 

From:
Tyler Adams <[email-masked]> 
Date: Wednesday, 7 April 2021 at 8:39 AM 
To: Churyl Scheppard <[email-masked]> 
Cc: Scott Lambert <[email-masked]>, Les Mills International <[email-masked]>, Greg Cartagena <[email-masked]> 
Subject: Re: Fitness Works 4U

 

 

   

 

 
 
Hi Churyl

 

 

 

 

 

Did you get this message yesterday? You'll need to give us some more information about the kind of error message you're receiving so that LMI
 Support can help you out.

 

 

 

 

 

A photo from your phone is fine, or you can write out what the message is saying. Also, did you recently delete and reinstall the app?

 

 

 

 

 

Thanks 
Tyler

 

 

 

​

 

 
Tyler Adams |
 Business Partnership Manager VIC 
Les Mills Asia Pacific | [email-masked] 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
tel  +61  2 6215 8104 |
 mob 0422 024 315 | www.lesmills.com.au 

 

 

 

 

 
Get your 2021 Workshop Calendar here!

 

 

   

 

 
 
Check out
 the latest Instructor Training dates

 

 

 

 

 

 

 

 

 

 

 

 

 
 
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.  

 

 

 

 

 

 

 

 

From: Les Mills International <[email-masked]> 
Sent: Tuesday, 6 April 2021 3:55 PM 
To: Tyler Adams <[email-masked]> 
Cc: [email-masked] <[email-masked]>; Scott Lambert <[email-masked]> 
Subject: Re: Fitness Works 4U

 

 

 

 

 

 
 Hi Tyler, 

 

 
 ​ 

 

 
 Thank you for raising a support ticket.  

 

 
 ​ 

 

 
 @ Hi Churyl, 

 

 
 ​ 

 

 
 Could you please let us know if you are seeing any error messages on the Virtual App? If yes, could you please send a photo of the error? 

 

 
 ​ 

 

 
 Looking at the backend I can see that you have received a "No Studio Error". Could you please also let us know if the app was recently deleted and then reinstalled? 

 

 
 ​ 

 

 
 Looking forward to your reply. 

 

 
 ​ 

 

 
 Best Regards, 

 

 
 Pritish Nandi 

 

 
 Customer Services  

 

 
 Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4442 

 

 

 

 

 On Tue, 6 Apr at 6:11 PM
, Tyler Adams <[email-masked]> wrote: 

 

 
 
Hi Support Team

 

 

 

 

 

Churyl from Fitness Works 4U in Darwin (CID 242613) has reported issues with the player. She has restarted the system and it doesn't seem to
 be resolving the issues. Are you able to take a look into the player's logs and see what the problem might be? 
 
Thanks for your urgent attention on this.

 

 

Tyler

 

 

 

 
​

 

 

 
Tyler Adams |
 Business Partnership Manager VIC 
Les Mills Asia Pacific | [email-masked] 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
tel  +61  2 6215 8104 |
 mob 0422 024 315 | www.lesmills.com.au 

 

 

 

 

 

 
Get your 2021 Workshop Calendar here!

 

 

   

 

 
 
Check out the
 latest Instructor Training dates

 

 

 

 

 

 

 

 

 

 

 

 

 
 
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.  

 

 

 

 

 

 

 

 

From: Churyl Scheppard <[email-masked]> 
Sent: Tuesday, 6 April 2021 3:08 PM 
To: Tyler Adams <[email-masked]> 
Subject: IMG_1761.HEIC

 

 

 

 

 

   

 

 

  
 
Sent from my iPhone 

 

 

 

 
4442:859387