Subject: Ticket re-opened - [#4392] Re: High Country Fitness - On going Issues report for LMI support
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Sun, 11 Apr 2021 23:39:32 +0000

Hi Pritish Nandi,  Ticket “#4392 – Re: High Country Fitness - On going Issues report for LMI support” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392 to view the ticket.  Ticket comment   Hi Everyone, 
 I hope this finds you all having had a wonderful weekend! 
   
 Last Thursday and Friday I had Isaac (IT Tech Industries) come in again and help me with everything you are requiring me to do at this end. 
 Here is a summary of what was done... 
   
 Firstly we powered down and powered back on all components in the automation chain  in this order; 
   
 1. Power cycled the Ipad 
 2. Power cycled the router 
 3. Power cycled the projector 
   
 With no success then proceeded to disconnect and reconnect all cable connections and test all connections. all connections were tested to be operational. 
   
 Next step was to confirm that all passwords and addresses were correct for the PJLINK, all were correct and matching on all ends. I can PING and connect to the router on the IP address with no problems at all. 
   
 Just as a sanity check we tried different IP addresses and Passwords on both ends to see if it was an issue with the specific address and password chosen but still no success. 
   
 Ipad, Router, Les mills app and projector are on on latest versions and were updated in the process. still no success in the Les Mills Application to trigger the automatic power on and off. 
   
 When the test connection, power on and power off buttons are trialed in the Les Mills app the messages do come through to the projector on the top of the screen yet the Les Mills app still shows no connection and does not successfully perform a power on or off. 
   
 This is not the first time this has occurred as we witnessed last time we lost the automation the Les Mills app was pushed an update that correcteds the situation. Nothing was wrong or has been adapted on the set up; it simply has stopped working. It is my opinion that the Les Mills app is the source of fault as there are no connectivity issues with the network or display output and as stated i can successfully ping and connect to the projector using its static IP however the Les Mills app cannot seem to do that. 
   
 Thanks, 
   
 Isaac Thompson, 
   
 IT TECH INDUSTRIES PTY LTD 

 Yesterday (Sunday 11th April) we spent all day doing this ... 

 Just to break down what we did yesterday, as requested by Les Mills we completely removed the application of the iPad and reinstalled it and re downloaded all of the content with no change in behaviour of the automation at all. This task required taking the iPad offsite to make use of higher bandwidth internet and ensure all content could be downloaded in the gyms closed time as there are roughly 189 large video files that required to be re downloaded with uninstalling the app. This process beginning at 9:30am and ending at 6pm Sunday 11 April 2021. 
   
 Thanks, 
   
 Isaac Thompson. 
   
 IT TECH INDUSTRIES. 

   
   
 So now I find myself going into another week with no answers. 
 Yes the virtual classes are playing however we are still having to turn the projector on and off each time. As I’m sure you all agree this is not the purpose of this system. 
   
 To be honest I’m exhausted with all of this. 
   
 I’m unhappy paying for IT and tech support on something that should be working. 
 I’m unhappy with the amount of extra hours of time and worry this consumes.  
 I’m unhappy paying for a product that does not work how it was sold to work. 
   
 I also still can’t get my head around the fact that this did once work as set up to do. Then overnight as an update was happening it stopped working. 
   
 I look forward to hearing back from you on what you suggest happens next in order to fix this. 
   
 Thank you, Manuela  

   

  
 Manuela Berchtold  Owner

 

 
  1 Snowy River Ave,  Jindabyne NSW 2627 
 
 e.  : [email-masked] w. : www.highcountryfitness.com.au
 
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 On 7 Apr 2021, at 1:56 pm, Les Mills International <[email-masked]> wrote: 

	 
 Hi Manuela, 
 ​ 
 
 Thanks, on the manufacturers website these are the below latest versions of Firmware for that model.  Looking at the numbers after the v, it looks like the firmware currently installed isn't the latest.  Could this be updated to see if it helps please? 
 ​ 

   
 I've spoken to Greg and Paul today and we've agreed the next step is to re-download the content by removing the device within the Scheduler, deleting the App, re-downloading the App and logging in again. You're best to have someone who knows how to apply the Automation settings with you at the time. We're hoping this refresh will clear out whatever is blocking Automation from connecting.  As content will need to re-download, please ensure there's a gap in scheduled Virtual classes of at least 3 hours and the iPad has a strong network connection.  The steps are listed in the below article (instead of step 5, please delete the App and re-download it from the App store) 
   
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084195-i-have-a-new-ipad-and-would-like-to-remove-the-old-one 
   
 Let us know how you get on. 
   
 Many thanks 
   
 Charlotte 
 Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392 

                           
                            On
                            Wed, 7 Apr at 12:03 PM
                            ,  Manuela Berchtold <[email-masked]>  wrote:
                             Thank you so much Paul. 
   
 Charlotte, if you require something else please let me know. 
   
 Take care, Manuela   

  
 Manuela Berchtold  Owner

 

 
  1 Snowy River Ave,  Jindabyne NSW 2627 
 
 e.  : [email-masked] w. : www.highcountryfitness.com.au
 
 Follow Us  

               

 
 
 This email message is for the exclusive use of the intended recipient(s) and may contain confidential, privileged and non-disclosable information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email immediately and destroy any and all copies of the message. 
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 On 7 Apr 2021, at 8:06 am, Paul Smith <[email-masked]> wrote:

 
 
 Software version shown in Manuela’s second photo (attached)  
     
 Projector is an Epson EB-2265 installed 26/4/2017  

     
     
 Paul Smith  
 Director (Vic) 

AV Media Systems 
 
 0410 587 544 
 
 9543 6525 

[email-masked] 

  
From: Les Mills International <[email-masked]>  Sent: Wednesday, 7 April 2021 7:43 AM To: [email-masked] Cc: [email-masked]; [email-masked]; Paul Smith <[email-masked]> Subject: Re: Re: High Country Fitness - On going Issues report for LMI support 

 
 
  Hi Manuela,   
  ​   
  Thanks for the screen shots, it doesn't appear to be on that page.  Do you have a support number for the projector manufacturer?  They should be able to advise where to find it and what the latest version is.     
  ​   
  Thanks   
  ​   
  Charlotte  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392   
         
  ​   

On Tue, 6 Apr at 12:40 PM , Manuela Berchtold <[email-masked]> wrote: 

Hello Charlotte and everyone, 

  I hope you have all had a wonderful Easter.    
       
  I have this information from the projector however I can’t find the word Firmware anywhere.   
       
  If these screen shots do not provide you with the details you require, please give me instructions on where to find exactly what you need.   
       
  I look forward to hearing from you and figuring out this glitch.   
       
  Thank you, Manuela    

       

 

 

   
 Manuela Berchtold  Owner 

 

  
 
    1 Snowy River Ave,  Jindabyne NSW 2627   
   e.  : [email-masked] w. : www.highcountryfitness.com.au   
  Follow Us    

  

 
 
  This email message is for the exclusive use of the intended recipient(s) and may contain confidential, privileged and non-disclosable information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email immediately and destroy any and all copies of the message.   
  Please consider the environment before printing this email.   

 

       

 

  
  On 30 Mar 2021, at 10:16 am, Les Mills International <[email-masked]> wrote:   
   
  Hi Manuela,   
  ​   
  We're not aware of any issue with the code in the App.  Automation depends on specific circumstances being true to function well and there are a lot of variables depending on the equipment in use.    
  ​   
  Can you confirm the firmware version of the projector please so we can tick that one off?   
  ​   
  ​Many thanks   
  ​   
  Charlotte  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392