Subject: Ticket re-opened - [#4397] Splash - Report of issues with Virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 14 Apr 2021 01:42:19 +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 Charlotte, 

  

 Toa texted Paul Smith this morning to say that the App did not start a class and we need LMI to check the App to confirm the automation control commands fired. Very frustrating. We feel this is a network thing but please
 check and let us know what you comes up at your end. 

  

 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 

  

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 From: Les Mills International <[email-masked]> 
Reply-To: Les Mills International <[email-masked]> 
Date: Tuesday, 13 April 2021 at 11:08 AM 
To: 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 Toa, 

 
 
 ​ 

 
 
 I understand Paul from AVMS visited last week and resolved the Automation issue, which is great.  I can see the commands firing correctly now, so I hope the system is stable. 

 
 
 ​ 

 
 
 How did you get on with a running a diagnostics test on the Cycle studio iPad via App Settings > Version > Run diagnostics? 

 
 
 ​ 

 
 
 Thanks 

 
 
 ​ 

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

 

  

 

 
 
On Thu, 8 Apr at 1:39 PM
, Les Mills International <[email-masked]> wrote:

 

 
 Hi Toa, 

 

 

 Greg and I spoke to Paul from AV Media yesterday, we have a plan which includes swapping out the existing iPad in the Group Fitness studio with one that has been tested.  Paul
 can then test your iPad and ensure the App is fully functional before swapping it back.  

 
 
 ​ 

 
 
 For the cycle studio iPad, please bring it back online by running a diagnostics test via App Settings > Version > Run diagnostics.  If there are any errors reported please let
 me know what those are. 

 
 
 ​ 

 
 
 ​Many thanks 

 
 
 ​ 

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

 

  

 

 
 
On Fri, 2 Apr at 6:59 PM
, Les Mills International <[email-masked]> wrote:

 

 
 Hi ​Paul, 

 
 ​ 

 
 
 Thank you for your response.  

 
 
 ​ 

 
 
 ​Please accept my sincere apologies for the delay. The team is on Easter holidays and will be back by next Tuesday.  

 
 
 ​ 

 
 
 Once they are available they would be able to diagnose the issue better and provide all possible help to resolve this further.  

 
 
 ​ 

 
 
 Once again my apologies for the inconvenience caused.  

 
 
 ​ 

 
 
 ​Best Regards, 
Pritish 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397  

 

  

 

 
 
On Thu, 1 Apr at 11:14 PM
, Paul Smith <[email-masked]> wrote: 

 

 

 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

 

 

4397:859387