Subject: New Reply Received - Splash - Report of issues with Virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 15 Apr 2021 05:01:19 +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 Toa,</span></div>
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<div class="MsoNormal"><span lang="EN-US">Thank you so very much for the personal time you and Paul have invested in working out this PJLINK network automation communication issue in the GF studio.
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<div class="MsoNormal"><span lang="EN-US">The fact that automation commands had been working again over the weekend until Tuesday and after the video projector did not respond or receive the control power On command when fired since, is a concern. Your manual
 playback tests have worked and the selected programs played out every time you ran a test from the iPad Tablet. After checking, it appears that all App settings and App diagnostic tests also have seen to be correct and have run as good, like we would expect.
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<div class="MsoNormal"><span lang="EN-US">IT Network Installer contact request:</span></div>
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<div class="MsoNormal"><span lang="EN-US">It will be very helpful for Paul and our LMI support team to consult with your club’s IT network service installer and maybe he/they can run some tests with us and call out to the club to re-establish the Cycle studio
 network connection and find out what has occurred in GF studios. We would ask him to change the existing network ports connected to both studio projectors.
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<div class="MsoNormal"><span lang="EN-US">Scheduling request:</span></div>
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<div class="MsoNormal"><span lang="EN-US">If you can schedule two more program bookings per day in GF studio and Cycle studio during down times, LMI can monitor how both systems playout.
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<div class="MsoNormal"><span lang="EN-US">Closing</span></div>
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<div class="MsoNormal"><span lang="EN-US">We want to finalize the LMV App and AV installations and truly understand that it has been a inconvenience to you overtime, and for all involved in support to identify cause and troubleshoot. We thank you for your valued
 patience and personal time contribution. It’s time to launch Virtual and these problems require a prompt resolution. So far Paul Smith has returned to the club on a few occasions in support following the AV installation to assist and run all possible tests
 from AV and LMI. </span></div>
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<div class="MsoNormal"><span lang="EN-US">If you can now arrange for your IT network specialist to talk to us and provide their direct contact details, we discuss what has occurred and with their help identify and resolve why the PJLINK automation has been inconsistent.</span></div>
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<div class="MsoNormal"><span lang="EN-US">Plan C, will be to change the automation settings from PJLINK to TCP/IP with the addition of a gateway device. We then expect that the automation issues will be resolved. However, our Plan B, is to first talk to your
 IT installation service tech who installed your club network ASAP. </span></div>
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<div class="MsoNormal"><span lang="EN-US">Can you hook us up?</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 style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Tel
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:black'>+61 455 508 248
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>| Email
<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
 to our FAQ's</span></a></span></b>
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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"><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">Toa Su'a &lt;[email-masked]&gt;<br>
<b>Date: </b>Wednesday, 31 March 2021 at 2:12 PM<br>
<b>To: </b>Paul Smith &lt;[email-masked]&gt;, Les Mills International &lt;[email-masked]&gt;, Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Cc: </b>Tyler Adams &lt;[email-masked]&gt;, Hylton Drake &lt;[email-masked]&gt;, Nick Aspinall &lt;[email-masked]&gt;, Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Subject: </b>RE: Splash - Report of issues with Virtual</span>
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<div class="MsoNormal">Hi mate</div>
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<div class="MsoNormal">Yes I only powered off the Ipad not the Kiosk. </div>
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<div class="MsoNormal">cheers</div>
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<b><span lang="EN-US">From:</span></b><span lang="EN-US"> Paul Smith &lt;[email-masked]&gt;
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<b>Sent:</b> Wednesday, 31 March 2021 3:05 PM<br>
<b>To:</b> Les Mills International &lt;[email-masked]&gt;; [email-masked]<br>
<b>Cc:</b> Toa Su'a &lt;[email-masked]&gt;; [email-masked]; [email-masked]; [email-masked]; [email-masked]<br>
<b>Subject:</b> Re: Splash - Report of issues with Virtual</span>
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<div class="MsoNormal" style="background:white"><span style="color:black">Toa can you please just confirm that the kiosk itself was still powered ON and you simply had the IPad OFF (just wanted to ensure the iPad was isolated but the network switch and accessories
 were left ON during that time) </span></div>
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<div class="MsoNormal">Paul Smith</div>
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<div class="MsoNormal">Director (Vic)</div>
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<div class="MsoNormal">AV Media Systems (VIC)</div>
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<div class="MsoNormal">TEL: 0410 587 544</div>
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<div class="MsoNormal"><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></div>
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<div class="MsoNormal">(Sent from iPhone)</div>
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<b><span style="color:black">From:</span></b><span style="color:black"> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Sent:</b> Wednesday, March 31, 2021 2:51:22 PM<br>
<b>To:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;;
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Paul Smith &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;;
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;;
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;;
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Splash - Report of issues with Virtual</span> </div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Hi Toa,</span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">I can't see any Automation commands being sent, not even for the Core class at 6am.  Could you send me a photo of the Automation tab within App settings please?</span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Thanks</span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">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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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">On Wed, 31 Mar at 1:36 PM
<span class="xseparator">, Toa Su'a &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Hi Charlotte
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Apologies for the delay.
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">We haven’t had any issues with the Projector turning on while the iPad was turned off.
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Our DM mentioned there was an issue with the projector that morning. (image below) Projector came on as scheduled but did not display any video.
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">After viewing the footage, it seems the projector turned itself on at 3.26am Tuesday morning and stayed on interrupting the scheduled class.
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">I’m not 100% sure but something from the Ipad is triggering the Projector and Screen to turn on.
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<span style="font-size:10.0pt;font-family:Helvetica">From:</span><span lang="EN-US" style="font-size:10.0pt;font-family:Helvetica"> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Tuesday, 30 March 2021 7:56 AM<br>
<b>To:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
<b>Cc:</b> Toa Su'a &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;;
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>; <a href="mailto:[email-masked]" rel="noreferrer">
[email-masked]</a>; <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>;
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>; <a href="mailto:[email-masked]" rel="noreferrer">
[email-masked]</a><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">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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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">On Mon, 29 Mar at 6:46 PM
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<div class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:Helvetica">Do we have a resolution course for Toa that we can implement ASAP? Time is of the essense and we need to get their virtual ready for Launch to members and community. Let’s
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span><span style="font-size:10.0pt;font-family:Helvetica;color:black">
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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 | <a href="http://www.lesmills.com.au" rel="noreferrer"><span style="color:purple">www.lesmills.com.au</span></a> </span><span style="font-size:10.0pt;font-family:Helvetica;color:black">
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style="font-size:10.0pt;font-family:Helvetica;color:black">
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<a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a></span><span style="font-size:10.0pt;font-family:Helvetica">
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<span style="font-size:10.0pt;font-family:Helvetica">From: </span>
<span style="font-size:12.0pt;font-family:Helvetica;color:black">Toa Su'a &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Date: </b>Thursday, 25 March 2021 at 10:57 AM<br>
<b>To: </b>Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;, Greg Cartagena &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc: </b>Tyler Adams &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;, "<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>" &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject: </b>RE: Splash - Report of issues with Virtual</span><span style="font-size:10.0pt;font-family:Helvetica">
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Checking the footage, it seems the issue first started on the 8/2/21 at 9.30am (image below)</span></div>
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 Su’a<span style="color:#1F497D"> <br>
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60 Central Park Avenue<br>
Craigieburn Victoria 3064<br>
<b>Phone</b> 9356 6800  <br>
<b>Email </b></span><span style="font-size:10.0pt;font-family:Helvetica"><a href="mailto:[email-masked]" rel="noreferrer"><b><span style='font-size:8.0pt;font-family:"Verdana",sans-serif'>[email-masked]</span></b></a></span><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray'><br>
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</span><span style="font-size:10.0pt;font-family:Helvetica"><a href="http://splash.hume.vic.gov.au/" title="http://www.hume.vic.gov.au/" rel="noreferrer"><b><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:#999999'>splash.hume.vic.gov.au</span></b></a>
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<b><span lang="EN-US" style="font-size:10.0pt;font-family:Helvetica">From:</span></b><span lang="EN-US" style="font-size:10.0pt;font-family:Helvetica"> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Wednesday, 24 March 2021 4:54 PM<br>
<b>To:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
<b>Cc:</b> Toa Su'a &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;;
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>; <a href="mailto:[email-masked]" rel="noreferrer">
[email-masked]</a>; <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><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">Looking forward to your reply soon.<br>
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​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:1.0pt;font-family:"fdtktid",serif;color:white'>4397:859387</span><span style="font-size:10.0pt;font-family:Helvetica">
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Confidentiality This information is Confidential. The information contained within this transmission is directed to the defined recipient(s). Should this transmission accidentally find
 its way to an incorrect recipient then it should be destroyed immediately without disclosing or using the information contained within the transmission. If you have received this transmission in error then please inform the sender immediately by return email
 and delete the transmission and all of its associations. Any views expressed in this email are those of the individual sender and may not necessarily reflect the views of Hume City Council. The Hume City Council has implemented anti-virus software, and whilst
 all care is taken, it is the recipient's responsibility to ensure that any attachments are scanned for viruses prior to use. The Hume City Council monitors its email traffic.
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>4397:859387</span><span style="font-size:10.0pt;font-family:Helvetica">
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Confidentiality This information is Confidential. The information contained within this transmission is directed to the defined recipient(s). Should this transmission accidentally find
 its way to an incorrect recipient then it should be destroyed immediately without disclosing or using the information contained within the transmission. If you have received this transmission in error then please inform the sender immediately by return email
 and delete the transmission and all of its associations. Any views expressed in this email are those of the individual sender and may not necessarily reflect the views of Hume City Council. The Hume City Council has implemented anti-virus software, and whilst
 all care is taken, it is the recipient's responsibility to ensure that any attachments are scanned for viruses prior to use. The Hume City Council monitors its email traffic.
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<div class="MsoNormal">Confidentiality This information is Confidential. The information contained within this transmission is directed to the defined recipient(s). Should this transmission accidentally find its way to an incorrect recipient then it should be
 destroyed immediately without disclosing or using the information contained within the transmission. If you have received this transmission in error then please inform the sender immediately by return email and delete the transmission and all of its associations.
 Any views expressed in this email are those of the individual sender and may not necessarily reflect the views of Hume City Council. The Hume City Council has implemented anti-virus software, and whilst all care is taken, it is the recipient's responsibility
 to ensure that any attachments are scanned for viruses prior to use. The Hume City Council monitors its email traffic.
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397