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: Mon, 12 Apr 2021 22:26:20 +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 Charlotte, 

  

 AVMS is too far away with 6 hour ride to their location. Isaac Thompson from IT Tech Industries may be the person to check the iPad automation stings are correct over the phone if he is nearby the club and can assist.
 This is all about PJLINK now and IP addresses and passwords have been identified as correct and all avenues checked. AV is working and projector turns on via network thru a laptop sending control commands. No where to go with regards to AV from all the feedback.

 

 
 My last resort for Manuela to make automation work in her club is to go with RS232 control option which requires a part to be installed providing the existing RS232 cable that remains from Fitbox can extend to the Kiosk
 for connection. Paul can send a Kramer FC-6 gateway and change control command code to turn the projector on/off. 

  

 If there are no automation control commands seen from your investigation is a concern. We should look at photo of the App automation settings.

 

 
 
 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

 

 

  

 
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 From: Les Mills International <[email-masked]> 
Reply-To: Les Mills International <[email-masked]> 
Date: Tuesday, 13 April 2021 at 7:24 AM 
To: Greg Cartagena <[email-masked]> 
Subject: Re: Re: High Country Fitness - On going Issues report for LMI support

 

 

 

 Hi Greg, 

 
 
 ​ 

 
 
 We're not seeing much here, it looks like they switched the iPad's over yesterday, so very little data is showing for the iPad currently connected to the studio.  No Automation
 commands are being sent for the few classes we can see played yesterday, so it's not connected to Automation currently.  Sounds like AVMS will need to do a site visit to establish the issue unfortunately, is this an option? 

 

   

 
 Thanks 

 

   

 
 Charlotte 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392 

 

  

 

  

 

 
On Mon, 12 Apr at 5:56 PM
, Les Mills International <[email-masked]> wrote:

 

 
 
 Hi team, can you take a look for Greg please  

 

 

 
 Charlotte Jansen 

 
 
 Les Mills International 

 

   

 

 

 

 

 

 

 

 

 
 
Charlotte Jansen​

 

 

 
  |  

 
 
 Support Manager 

 

 

 

 

 
 Les Mills International 

 
 
  |  

 
 
 [email-masked] 

 

 

 

 
 www.lesmills.com 

 

 

 

 

 

 

 

 

 

 

 

 

  

 

 

 

 

  

 

 

 

 

 

 

 

 
 From: Greg Cartagena <[email-masked]> 
Sent: Monday, April 12, 2021 4:39:46 PM 
To: Charlotte Jansen <[email-masked]> 
Subject: FW: High Country Fitness - On going Issues report for LMI support

 

 

 

 
Hi Charlotte and Kim,

 

 

 

 
 
Are you able to look and check for any error log details that may exist?  

 

 

 

 

 

 

 
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:
Paul Smith <[email-masked]> 
Date: Monday, 12 April 2021 at 10:25 AM 
To: Greg Cartagena <[email-masked]>, Les Mills International <[email-masked]> 
Cc: Jasmine Bourchier <[email-masked]> 
Subject: RE: High Country Fitness - On going Issues report for LMI support

 

 

   

 

 Hi Greg,

 

   

 
 
 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. 

 

 

 
 Manuela has now followed Kim’s suggestion of deleting and reinstalling the entire App to no avail.   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.

 

   

 
 
 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.  

 

 

 

 

 

 

 
Paul Smith

 

 Director (Vic) 

 

AV Media Systems

 

 0410 587 544 

 
 
 9543 6525 

 
 
 [email-masked] 

 

   

 

 
 
From: Greg Cartagena <[email-masked]>
 
Sent: Monday, 12 April 2021 9:59 AM 
To: Les Mills International <[email-masked]> 
Cc: Jasmine Bourchier <[email-masked]>; Paul Smith <[email-masked]> 
Subject: Re: High Country Fitness - On going Issues report for LMI support

 

 

   

 

Hi Team,

 

 

 

 
 
Ok this looks like we have timed out with the troubleshooting at their end.

 

 

 

 

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.

 

 

 

 

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. 

 

 

 

 
 
Otherwise it’s a complete reset. That’s all I have…

 

 

 

 
 
Thoughts?

 

 

 

 

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:
Manuela Berchtold <[email-masked]> 
Date: Monday, 12 April 2021 at 9:39 AM 
To: Les Mills International <[email-masked]> 
Cc: Greg Cartagena <[email-masked]>,
 Jasmine Bourchier <[email-masked]>,
 "[email-masked]" <[email-masked]> 
Subject: Re: High Country Fitness - On going Issues report for LMI support

 

 

   

 

 
 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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 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 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. 

 

 Please consider the environment before printing this email. 

 

 

 

 

 

 

 

 

   

 

 

 
 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

 

 

 

 

 

 

 

 

​