Subject: Ticket re-opened - [#4397] Splash - Report of issues with Virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 15 Apr 2021 03:10:06 +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 LMI Support, 

  

 I have spoken to Paul Smith who just earlier confirmed that Toa ran some playback tests manually and the projector turned on and played, then turned off and raised the screen. Included are photos to show PJLINK was connected
 and diagnostics was all green. 

  

 Apparently since Tuesday the 6am and later scheduled class did not turn On automatically since, staff have turned the projector On manually to play those programs at the time and at the end of the program the projector
 turned Off and screen retracted… Wha? 

  

 Ok, so that’s a thing that drives me a little nuts, so I am asking Toa today to add two more scheduled classes per day and see how that goes.

 

 
 The Cycle studio – The network connection is NOT working, so I am going to ask that Toa calls their IT service tech to come out and test the router/switch ports and re-establish the Cycle studio network connection and
 further, ask the IT tech to test and change the existing GF studio network port just for the hell of it, and see if anything improves automation comms.

 

 
 If in the GF studio the automation On commands continue to be received by the projector, I have asked Paul Smith to proceed with adding a gateway device and set up automation via TCP/IP. if all scheduled programs run
 consistently without fault, then we leave it that way and discuss after. What do you think for as a plan B & C?

 

 
 We need to put these ongoing issues to bed ASAP and we can try to work out why these automation disconnects occurred when every App and AV/IP setting is correct and diagnostic tests ran good.

 

 
 Thank you all again for your valued time and attention to this matter.

 

 

 
 
 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: Nick Aspinall <[email-masked]> 
Date: Thursday, 15 April 2021 at 9:17 AM 
To: Greg Cartagena <[email-masked]>, Tyler Adams <[email-masked]> 
Cc: Hylton Drake <[email-masked]> 
Subject: Re: Splash - Report of issues with Virtual

 

 

 
 OK then lets wait for next update and then can catch up as necessary 

 

  

 

 

From: Greg Cartagena <[email-masked]> 
Sent: Thursday, April 15, 2021 9:09 AM 
To: Nick Aspinall <[email-masked]>; Tyler Adams <[email-masked]> 
Cc: Hylton Drake <[email-masked]> 
Subject: Re: Splash - Report of issues with Virtual  

   

 

 Sorry, 

 
 Are you good with me getting back to you later?

   
 
 Toa is not upset from what I am told so it is not a drama yet… 

 
 
 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: 
Greg Cartagena <[email-masked]> 
Date: Thursday, 15 April 2021 at 9:06 AM 
To: Nick Aspinall <[email-masked]>, Tyler Adams <[email-masked]> 
Cc: Hylton Drake <[email-masked]> 
Subject: Re: Splash - Report of issues with Virtual

 

 
 
 Hi Nick, 

 
 Yes, in short, Paul Smith has not had access to the IT company that installed the network at Splash. Toa was asked several times if we can speak to the IT people to see if there is something bumping the projector off
 the network. It connects for a couple of days then off etc.  

 
 Paul will speak to Toa again about this as the Cycle studio does not have internet and that port keeps cutting out. We feel it’s a network thing after all the testing done.

   
 
 Not sure that we need to discuss more than I have told you and let me update you later.

   
 
 Re High Country 
 
 Manuela has chosen to change automation over to Rs232 control and Paul is sending a part to add so that automation does not need to be controlled over their network.

   
 
 It may be that we do the same at Splash to show the issue is not with the App. 

 
 
 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: 
Nick Aspinall <[email-masked]> 
Date: Thursday, 15 April 2021 at 8:37 AM 
To: Greg Cartagena <[email-masked]>, Tyler Adams <[email-masked]> 
Cc: Hylton Drake <[email-masked]> 
Subject: Re: Splash - Report of issues with Virtual

 

 

 Hi all, 

 

 
 
 Yes disappointing to hear as I thought this was in hand and being resolved. 

 

 
 
 Can I suggest that the 3 of us - Greg , Tyler and I jump on a quick call to walk through current and future position with this and then I can take away the 'credit' piece as necessary. 

 

 
 
 Greg - can you please put some time in our diaries please for a quick catch up this am? 

 

 

 

 
From: Greg Cartagena <[email-masked]> 
Sent: Wednesday, April 14, 2021 4:24 PM 
To: Tyler Adams <[email-masked]>; Nick Aspinall <[email-masked]> 
Cc: Hylton Drake <[email-masked]> 
Subject: Re: Splash - Report of issues with Virtual  

   

 

 Yeah, it’s beyond me after all that we have done to date. Just does not make sense why that has continued today.

   

 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: 
Tyler Adams <[email-masked]> 
Date: Wednesday, 14 April 2021 at 4:23 PM 
To: Greg Cartagena <[email-masked]>, Nick Aspinall <[email-masked]> 
Cc: Hylton Drake <[email-masked]> 
Subject: Re: Splash - Report of issues with Virtual

 

 

 They are still on PRSP... so although this situation isn't ideal, it's worth bearing in mind that since January, they've had 50%, 40%, 30% and 20% discounts each month
 respectively. 

 

 
 
 I'll leave the credit call up to
@Nick and Hylton, though very frustrating that we still aren't at the bottom of the issue. Thanks for following this closely
 Greg. 

 

 

 
 
 ​ 

Tyler Adams |
 Business Partnership Manager VIC 
Les Mills Asia Pacific | [email-masked] 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
tel  +61  2 6215 8104 |
 mob 0422 024 315 | www.lesmills.com.au 

   

 
Get your 2021 Workshop Calendar here!

 

 

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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: Greg Cartagena <[email-masked]> 
Sent: Wednesday, 14 April 2021 4:19 PM 
To: Tyler Adams <[email-masked]>; Nick Aspinall <[email-masked]> 
Cc: Hylton Drake <[email-masked]> 
Subject: Re: Splash - Report of issues with Virtual  

   

 

 Hi Tyler and Nick, 

 
 Further to the new report from Toa today about the projector not turning on for a scheduled class. Paul Smith is currently waiting for Toa to call him and let him know if he can see if the App automation settings shows
 as connected before we suggest any further action.  

 
 Are we charging Splash for Virtual in the GF studio? If so, I believe we should let him know for a start that they would be credited.

   
 
 We are thinking at this point that the issue must likely be network related at the site. I have asked LMI support in the email below today if they could check out what they can see in the App Log history. Nothing back
 yet…  

 
 Should we set up a conference call to discuss further tomorrow? 

 
 
 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: 
Greg Cartagena <[email-masked]> 
Date: Wednesday, 14 April 2021 at 11:42 AM 
To: Les Mills International <[email-masked]> 
Cc: Tyler Adams <[email-masked]>, Hylton Drake <[email-masked]>, Nick Aspinall <[email-masked]> 
Subject: Re: Splash - Report of issues with Virtual

 

 
 
 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 

 
 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: 
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

 

 

 

 

 

 

 

 

 

 

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