Subject: New Reply Received - Re: High Country Fitness - On going Issues report for LMI support
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 12 Apr 2021 00:25:35 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Re: High Country Fitness - On going Issues report for LMI support  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi Greg, </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">In summary, this system was working fine and then ceased automation of the projector for around 2 weeks following an ioS update, and it took several weeks for the LM App to update and it all started
 working again without any intervention or changes,  and has been working for some time and then has suddenly lost automation control again without any settings being changed.  Isaac  has been very diligent and spoken with me on several occasions and I don’t
 have anything else I can offer him.  AVMS have also incurred 2 hours of IT support charges having our own contractor remotely connect to the system to confirm all network settings are correct also and communications to the projector are established.</span></div>
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<span style="mso-fareast-language:EN-US">Manuela has now followed Kim’s suggestion of deleting and reinstalling the entire App to no avail.</span>   It really shouldn’t be this difficult and clearly another site with automation concerns
 over PJLINK that remain undetermined by AVMS, LMI, and two experianced IT technitions.
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">I agree Greg, enough is enough.  An FC-6, programmed up with the current projector IP address, with RS232 codes and serial connection cable, $360 inc, This would need to be set up and tested prior
 to sending out (2 hours) for which we will not change for in an effort to get this resolved and simply move on and hopefully restore some faith with the customer.  The installation and cabling aspect would need to be determined by Manuela’s local installer.
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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>From:<span lang="EN-US"> Greg Cartagena &lt;[email-masked]&gt;
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<b>Sent:</b> Monday, 12 April 2021 9:59 AM<br>
<b>To:</b> Les Mills International &lt;[email-masked]&gt;<br>
<b>Cc:</b> Jasmine Bourchier &lt;[email-masked]&gt;; Paul Smith &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: High Country Fitness - On going Issues report for LMI support</span>
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<div class="MsoNormal"><span lang="EN-US">Hi Team,</span></div>
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<div class="MsoNormal"><span lang="EN-US">Ok this looks like we have timed out with the troubleshooting at their end.
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<div class="MsoNormal"><span lang="EN-US">Hi Paul, if the projector password, or things like eco mode setting on, is not the issue. I suggest we consider setting up automation via RS232 control using an FC-6 gateway that we set up for Fitbox swaps when installing
 new cabling is not practical and more expensive than connecting the previous RS232 cable from the previous Fitbox player for automation control.
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<div class="MsoNormal"><span lang="EN-US">What would it take and cost? Do you have an FC-6? Is it feasible to use the existing RS232 cable is the kiosk in close proximity to allow use of that cable? I don’t think it would have been removed.
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<div class="MsoNormal"><span lang="EN-US">Otherwise it’s a complete reset. That’s all I have…</span></div>
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<div class="MsoNormal"><span lang="EN-US">Thoughts?</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span></div>
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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="color:black"><a href="http://www.lesmills.com.au" rel="noreferrer"><span style='font-size:10.0pt;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>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span></div>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Tel
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</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>| Email
</span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#0563C1'>[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><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/36000117739" rel="noreferrer"><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#0563C1'>link
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<span style="color:black"><a href="https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow" rel="noreferrer"><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#0563C1'>https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow</span></a></span><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'></span>
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<div class="MsoNormal" style="background:white"><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Les Mills Virtual App - Troubleshooting Link:</span></b></div>
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<span style="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;color:#0563C1'>https://www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s</span></a></span><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'></span>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>AV Support Operating Hours: Monday – Friday 9:00am – 5:00pm
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<b><span style="font-size:12.0pt;color:black">From: </span></b><span style="font-size:12.0pt;color:black">Manuela Berchtold &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span style="font-size:12.0pt">[email-masked]</span></a><span style="font-size:12.0pt;color:black">&gt;<br>
<b>Date: </b>Monday, 12 April 2021 at 9:39 AM<br>
<b>To: </b>Les Mills International &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span style="font-size:12.0pt">[email-masked]</span></a><span style="font-size:12.0pt;color:black">&gt;<br>
<b>Cc: </b>Greg Cartagena &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span style="font-size:12.0pt">[email-masked]</span></a><span style="font-size:12.0pt;color:black">&gt;, Jasmine Bourchier &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span style="font-size:12.0pt">[email-masked]</span></a><span style="font-size:12.0pt;color:black">&gt;,
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<b>Subject: </b>Re: High Country Fitness - On going Issues report for LMI support</span>
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<div class="MsoNormal">Hi Everyone,</div>
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<div class="MsoNormal">I hope this finds you all having had a wonderful weekend!</div>
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<div class="MsoNormal">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.</div>
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<div class="MsoNormal">Here is a summary of what was done...</div>
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<div class="MsoNormal">Firstly we powered down and powered back on all components in the automation chain  in this order;</div>
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<div class="MsoNormal">1. Power cycled the Ipad</div>
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<div class="MsoNormal">2. Power cycled the router</div>
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<div class="MsoNormal">3. Power cycled the projector</div>
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<div class="MsoNormal">With no success then proceeded to disconnect and reconnect all cable connections and test all connections. all connections were tested to be operational.</div>
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<div class="MsoNormal">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.</div>
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<div class="MsoNormal">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.</div>
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<div class="MsoNormal">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.</div>
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<div class="MsoNormal">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.</div>
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<div class="MsoNormal">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
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<div class="MsoNormal">Thanks,</div>
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<div class="MsoNormal">Isaac Thompson,</div>
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<div class="MsoNormal">Yesterday (Sunday 11th April) we spent all day doing this ...</div>
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<div class="MsoNormal">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.</div>
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<div class="MsoNormal">Thanks,</div>
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<div class="MsoNormal">So now I find myself going into another week with no answers.</div>
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<div class="MsoNormal">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.</div>
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<div class="MsoNormal">To be honest I’m exhausted with all of this.</div>
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<div class="MsoNormal">I’m unhappy paying for IT and tech support on something that should be working.</div>
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<div class="MsoNormal">I’m unhappy with the amount of extra hours of time and worry this consumes. </div>
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<div class="MsoNormal">I’m unhappy paying for a product that does not work how it was sold to work.</div>
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<div class="MsoNormal">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.</div>
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<div class="MsoNormal">I look forward to hearing back from you on what you suggest happens next in order to fix this.</div>
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<div class="MsoNormal">Thank you, Manuela </div>
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Manuela Berchtold <br>
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1 Snowy River Ave, <br>
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e.  : </span><span style="color:white"><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:white;text-decoration:none'>[email-masked]</span></a></span><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:white'><br>
w. : </span><span style="color:white"><a href="http://highcountryfitness.com.au" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:white;text-decoration:none'>www.highcountryfitness.com.au</span></a></span><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:white'></span>
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<div class="MsoNormal">On 7 Apr 2021, at 1:56 pm, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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)</span></div>
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<a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084195-i-have-a-new-ipad-and-would-like-to-remove-the-old-one" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084195-i-have-a-new-ipad-and-would-like-to-remove-the-old-one</span></a><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Charlotte</span></div>
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Ticket: </span><a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392</span></a><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Wed, 7 Apr at 12:03 PM
<span class="separator">, Manuela Berchtold &lt;</span></span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>[email-masked]</span></a><span class="separator"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>&gt;
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Manuela Berchtold <br>
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1 Snowy River Ave, <br>
Jindabyne NSW 2627</span></div>
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e.  : </span><span style="color:white"><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:white;text-decoration:none'>[email-masked]</span></a></span><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:white'><br>
w. : </span><span style="color:white"><a href="http://highcountryfitness.com.au/" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:white;text-decoration:none'>www.highcountryfitness.com.au</span></a></span><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:white'>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On 7 Apr 2021, at 8:06 am, Paul Smith &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>&gt;
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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"><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 class="apple-converted-space"><span lang="EN-US"> </span></span><span lang="EN-US">Les Mills International &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span lang="EN-US">[email-masked]</span></a><span lang="EN-US">&gt;<span class="apple-converted-space"> </span><br>
<b>Sent:</b><span class="apple-converted-space"> </span>Wednesday, 7 April 2021 7:43 AM<br>
<b>To:</b><span class="apple-converted-space"> </span></span><a href="mailto:[email-masked]" rel="noreferrer"><span lang="EN-US">[email-masked]</span></a><span lang="EN-US"><br>
<b>Cc:</b><span class="apple-converted-space"> </span></span><a href="mailto:[email-masked]" rel="noreferrer"><span lang="EN-US">[email-masked]</span></a><span lang="EN-US">;
</span><a href="mailto:[email-masked]" rel="noreferrer"><span lang="EN-US">[email-masked]</span></a><span lang="EN-US">; Paul Smith &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span lang="EN-US">[email-masked]</span></a><span lang="EN-US">&gt;<br>
<b>Subject:</b><span class="apple-converted-space"> </span>Re: Re: High Country Fitness - On going Issues report for LMI support</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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.  </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Charlotte<br>
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Ticket:<span class="apple-converted-space"> </span></span><a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392</span></a><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'>On Tue, 6 Apr at 12:40 PM<span class="apple-converted-space"> </span><span class="separator">, Manuela Berchtold &lt;</span></span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span class="separator"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hello Charlotte and everyone,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I hope you have all had a wonderful Easter. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I have this information from the projector however I can’t find the word Firmware anywhere.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I look forward to hearing from you and figuring out this glitch.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you, Manuela </span></div>
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<b><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:.75pt'><br>
Manuela Berchtold <br>
</span></b><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'>Owner</span><b><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:.75pt'></span></b>
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1 Snowy River Ave, <br>
Jindabyne NSW 2627</span></div>
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e.  : </span><span style="color:white"><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:white;text-decoration:none'>[email-masked]</span></a></span><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:white'><br>
w. : </span><span style="color:white"><a href="http://highcountryfitness.com.au/" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:white;text-decoration:none'>www.highcountryfitness.com.au</span></a></span><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:white'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On 30 Mar 2021, at 10:16 am, Les Mills International &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Manuela,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Can you confirm the firmware version of the projector please so we can tick that one off?</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Charlotte<br>
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Ticket:<span class="apple-converted-space"> </span></span><a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392