Subject: Ticket re-opened - [#4397] Splash - Report of issues with Virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 12 May 2021 04:11:42 +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 Greg  

  

 Apologies for the delay.

 
 After reviewing our cctv cameras, I can see the projector is not turning on but the screen issue hasn’t been resolved.

 
 Below are screenshots from random times this week when the screen would come down without a virtual class scheduled.

 

 
 With the projector only turning on during scheduled classes now, we’ve decided to continue with launching our virtual timetable next week as I don’t see any interference.

 

 
 Let me know if you have any questions to assist further with the projector screen.

 

 

 

 

 
 Kind Regards, 

 
Toa
 Su’a  
Health Club Services Coordinator

 
 
Splash Aqua Park and Leisure Centre      
 
60 Central Park Avenue 
Craigieburn Victoria 3064 
Phone 9356 6800   
Email [email-masked] 
Web
splash.hume.vic.gov.au

 

  

  

 

 
  
 From: Les Mills International <[email-masked]>
 
Sent: Wednesday, 12 May 2021 1:29 PM 
To: [email-masked] 
Cc: [email-masked]; [email-masked]; [email-masked]; [email-masked]; Toa Su'a <[email-masked]> 
Subject: Re: Splash - Report of issues with Virtual

 

   

 
 Hi Toa, 

 
 
 ​ 

 
 
 Just following up on the issue you reported with Virtual Automation recently. I can see that AV commands are now firing correctly in the Group Fitness Studio so I trust the
 issue is now resolved? I'll keep this ticket open for a few more days, if you require additional support feel free to reach out. 

 
 
 ​ 

 
 
 Many thanks for your patience in getting this resolved, 

 
 
 ​ 

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

 

  

 

 
 
On Fri, 16 Apr at 4:19 AM
, Les Mills International <[email-masked]> wrote:

 

 
 Hi Greg, 

 
 ​ 

 
 
 ​Thank you for updating us on this. 

 

   

 
 We will wait for news about Cycle studio. 

 

   

 
 
Kind regards, 
Olesia 
Customer Services 
Les Mills Virtual App

 

 

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

 

 
 
On Thu, 15 Apr at 6:21 PM
, Greg Cartagena <[email-masked]> wrote:

 

 
 Hi Everyone, 

 

 

 
I spoke to Toa and he has put in a request for the IT department to return to site for reconnecting the Cycle studio and has added the request to contact us
 to work through the points of concern.

 

   

 

He appreciated the email and I will keep all updates short from here. 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:
Greg Cartagena <[email-masked]> 
Date: Thursday, 15 April 2021 at 3:01 PM 
To: Toa Su'a <[email-masked]>, Les Mills International <[email-masked]> 
Cc: Tyler Adams <[email-masked]>, Hylton Drake <[email-masked]>, Nick Aspinall <[email-masked]>, Paul
 Smith <[email-masked]> 
Subject: Re: Splash - Report of issues with Virtual

 

 

 

 

Hi Toa,

 

 

 

 
 
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.

 

 

 

 

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. 

 

 

 

 
 
IT Network Installer contact request:

 

 
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.

 

 

 

 

Scheduling request:

 

 
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.

 

 

 

 

Closing

 

 
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. 

 

 

 

 

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.

 

 

 

 
 
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.

 

 

 

 

Can you hook us up?

 

 

 

 
 
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:
Toa Su'a <[email-masked]> 
Date: Wednesday, 31 March 2021 at 2:12 PM 
To: Paul Smith <[email-masked]>, Les Mills International <[email-masked]>, Greg Cartagena <[email-masked]> 
Cc: Tyler Adams <[email-masked]>, Hylton Drake <[email-masked]>, Nick Aspinall <[email-masked]>, Greg
 Cartagena <[email-masked]> 
Subject: RE: Splash - Report of issues with Virtual

 

 

   

 

 Hi mate 

 

 

 
 Yes I only powered off the Ipad not the Kiosk.

 

   

 
 
 cheers 

 

 

 

 
From: Paul Smith <[email-masked]>
 
Sent: Wednesday, 31 March 2021 3:05 PM 
To: Les Mills International <[email-masked]>;
[email-masked] 
Cc: Toa Su'a <[email-masked]>;
[email-masked]; 
[email-masked]; [email-masked];
[email-masked] 
Subject: Re: Splash - Report of issues with Virtual

 

 

   

 

 

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) 

 

 

   

 

 
 
 Paul Smith 

 

 
 Director (Vic) 

 

 
 AV Media Systems (VIC) 

 

 
 TEL: 0410 587 544 

 

 
 [email-masked] 

 

 
 (Sent from iPhone) 

 

 

 

 
From: Les Mills International <[email-masked]> 
Sent: Wednesday, March 31, 2021 2:51:22 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 Toa, 

 

 
 ​ 

 

 
 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? 

 

 
 ​ 

 

 
 Thanks 

 

 
 ​ 

 

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

 

 

 

 

 
 
 On Wed, 31 Mar at 1:36 PM
, Toa Su'a <[email-masked]> wrote:

 

 
 
 Hi Charlotte

 

 

 

 

 Apologies for the delay.

 

 

 

 

 We haven’t had any issues with the Projector turning on while the iPad was turned off.

 

 
 
 The Ipad was switched back on Monday afternoon due to a scheduled class Tuesday morning at 6am.

 

 
 
 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.

 

 
 
 We moved the  members to the Wellness studio to complete their workout 

 

 
 After viewing the footage, it seems the projector turned itself on at 3.26am Tuesday morning and stayed on interrupting the scheduled class.

 

 

 

 

 I’m not 100% sure but something from the Ipad is triggering the Projector and Screen to turn on.

 

 

 

 

 

 

 

 

 

 

   

 

 

 

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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.