Subject: New Reply Received - 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,  The customer has responded to the ticket.  Splash - Report of issues with Virtual  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span lang="EN-US">Hi Charlotte,</span></div>
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<div class="MsoNormal"><span lang="EN-US">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.</span></div>
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<div class="MsoNormal"><span lang="EN-US">Many thanks….</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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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg Cartagena | Virtual AV Support Specialist<br>
Les Mills Asia Pacific | <a href="http://www.lesmills.com.au" rel="noreferrer"><span style="color:purple">www.lesmills.com.au</span></a> </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'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span></div>
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</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:black'>+61 455 508 248
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<a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a></span>
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<b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:black'>Les Mills Virtual Support </span></b><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/36000117739" rel="noreferrer"><span style="color:#0563C1">link
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<div class="MsoNormal"><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif'>Virtual Video Guide Link:
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<div class="MsoNormal" style="background:white"><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'><a href="https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow" rel="noreferrer"><span style="color:#0563C1">https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow</span></a></span></div>
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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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<div class="MsoNormal" style="background:white"><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'><a href="https://www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s" rel="noreferrer"><span style="color:#0563C1">https://www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s</span></a></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'>AV Support Operating Hours: Monday – Friday 9:00am – 5:00pm
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<div>From: <span style="font-size:12.0pt;color:black">Les Mills International &lt;[email-masked]&gt;<br>
<b>Reply-To: </b>Les Mills International &lt;[email-masked]&gt;<br>
<b>Date: </b>Tuesday, 13 April 2021 at 11:08 AM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Cc: </b>"[email-masked]" &lt;[email-masked]&gt;, Tyler Adams &lt;[email-masked]&gt;, Hylton Drake &lt;[email-masked]&gt;, Nick Aspinall &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Splash - Report of issues with Virtual</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Toa,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>How did you get on with a running a diagnostics test on the Cycle studio iPad via App Settings &gt; Version &gt; Run diagnostics?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thanks</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Charlotte<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Thu, 8 Apr at 1:39 PM
<span class="separator">, Les Mills International &lt;[email-masked]&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Toa,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>For the cycle studio iPad, please bring it back online by running a diagnostics test via App Settings &gt; Version &gt; Run diagnostics.  If there are any errors reported please let
 me know what those are.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​Many thanks</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Charlotte<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Fri, 2 Apr at 6:59 PM
<span class="separator">, Les Mills International &lt;[email-masked]&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi ​Paul,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thank you for your response. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​Please accept my sincere apologies for the delay. The team is on Easter holidays and will be back by next Tuesday. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Once they are available they would be able to diagnose the issue better and provide all possible help to resolve this further. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Once again my apologies for the inconvenience caused. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​Best Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Thu, 1 Apr at 11:14 PM
<span class="separator">, Paul Smith &lt;[email-masked]&gt; wrote: </span></span><span class="separator"></span>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:black'>Hi Pritish, </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue";color:black'>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. </span><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";color:black'>Additionally, I had replied earlier today to Charlottes questions so believe you have all relevant details on hand now. (<span style="background:yellow;mso-highlight:yellow">see
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:<span style="color:black"> Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Thursday, April 1, 2021 8:38:22 PM<br>
<b>To:</b> [email-masked] &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked] &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;; Paul Smith &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;; [email-masked]
 &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Splash - Report of issues with Virtual</span> </span></div>
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<span style="font-size:10.0pt;font-family:Helvetica">Hi Greg and Nick,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="font-size:10.0pt;font-family:Helvetica">​​Thank you for your response.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="font-size:10.0pt;font-family:Helvetica">In order to investigate this further, we will setup a call with our AV manager and Paul,
<span style="color:black">next week </span>to chat through the technical aspects of the system.
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<span style="font-size:10.0pt;font-family:Helvetica">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. </span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="font-size:10.0pt;font-family:Helvetica">Also, it would be very helpful to get all the required information that was asked in the previous email by Charlotte before the call. </span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="font-size:10.0pt;font-family:Helvetica">Looking forward to your understanding and cooperation.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="font-size:10.0pt;font-family:Helvetica">Best Regards,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="font-size:10.0pt;font-family:Helvetica">Pritish</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="font-size:10.0pt;font-family:Helvetica">Customer Services</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="font-size:10.0pt;font-family:Helvetica">Les Mills Virtual App</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="font-size:10.0pt;font-family:Helvetica"><br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397</a></span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:1.0pt;font-family:"Times New Roman",serif;color:white'>4397:859387</span><span style="font-size:10.0pt;font-family:Helvetica">
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397