Subject: New Reply Received - Re: High Country Fitness - On going Issues report for LMI support
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 21 Apr 2021 02:14:31 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Re: High Country Fitness - On going Issues report for LMI support  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">I agree. Glad to close this ticket. Still dealing with Splash.
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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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<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>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>Wednesday, 21 April 2021 at 11:48 AM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Re: High Country Fitness - On going Issues report for LMI support</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Greg,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>I've taken a look and the Automation commands appear to be firing correctly at High Country Fitness, so based on Paul's update from yesterday, I'll close this ticket.  Hoping the
 switch to TCP stabilises the system in the long run.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Kind regards</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/4392" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Thu, 15 Apr at 1:45 PM
<span class="separator">, Greg Cartagena &lt;[email-masked]&gt; wrote: </span></span><span class="separator"></span>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thank you Charlotte, and team for your wonderful support.
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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 Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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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 Neue"'></span>
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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 Neue"'></span>
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</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><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:
</span><span style='font-size:12.0pt;font-family:"Helvetica Neue";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>Thursday, 15 April 2021 at 10:42 AM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Re: High Country Fitness - On going Issues report for LMI support</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Greg,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>I've checked with Kim and using a control will be fine.  The Automation command will be sent via TCP, rather than PJLINK.  Interested to hear how it goes and happy to provide any
 necessary data confirming everything is Ok at the App end once the control is in place.</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Tue, 13 Apr at 1:43 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 Greg,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>If PJLINK isn't connecting it could be a network issue, it's really difficult to troubleshoot these without having someone on site.  I wouldn't bother Manuela requesting further
 information regarding App Automation settings, as it sounds like they've been checked already. There are only two fields in the App that need inputting (IP address and Projector password). Have they tried changing the projector password on the projector, as
 this was the issue at Splash last week that prevented it from connecting?  I don't want to wade in too much, as it sounds like the AV provider has a plan.  Personally, I haven't heard of using a control and issues with PJLINK specifically are rare.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Sorry I can't advise further.  Kim might have thoughts on the use of a control, so I'll check that out with him in the mean-time.</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/4392" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392</a> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Tue, 13 Apr at 11:26 AM
<span class="separator">, Greg Cartagena &lt;[email-masked]&gt; wrote: </span></span></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Charlotte,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>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. </span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>If there are no automation control commands seen from your investigation is a concern. We should look at photo of the App automation settings.
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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 Neue"'>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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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 Neue"'>
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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 Neue"'>
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</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><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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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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<b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Les Mills Virtual App - Troubleshooting Link:</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<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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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4392