Subject: New Reply Received - 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,  The customer has responded to the ticket.  Splash - Report of issues with Virtual  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi Greg </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Apologies for the delay.
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">After reviewing our cctv cameras, I can see the projector is not turning on but the screen issue hasn’t been resolved.
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Below are screenshots from random times this week when the screen would come down without a virtual class scheduled.
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">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.
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Let me know if you have any questions to assist further with the projector screen.
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<img width="355" height="249" style="width:3.6979in;height:2.5937in" id="Picture_x0020_3" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTIzMDQyNTEsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.m-vshzFgG64DNBvbzbJ_Bbv7yQwxW6bHEAB57UzQ-9o">
<img width="346" height="249" style="width:3.6041in;height:2.5937in" id="Picture_x0020_6" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTIzMDQyNTIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.bcjJggbmvX4ickgQrH0_a_C887FCZ_SmYOYeMvqvMic"> <img width="366" height="247" style="width:3.8125in;height:2.5729in" id="Picture_x0020_7" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTIzMDQyNTMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.UggtTvln46kAZpBQ3Q25_jGb2bBbMvBFv8Yv_3_O3so"><span style="mso-fareast-language:EN-US"></span>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-size:9.0pt;font-family:"Verdana",sans-serif'>Kind Regards,</span></div>
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<img width="178" height="126" style="width:1.8541in;height:1.3125in" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTIzMDQyNTUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.pbeGNTZ4NwCv3Ujc9QQOutkUx3T0tcPkU9_rPWQNvNA" align="left"><b><span style='font-size:9.0pt;font-family:"Verdana",sans-serif'>Toa
 Su’a<span style="color:#1F497D"> <br>
</span>Health Club Services Coordinator<span style="color:#1F497D"></span></span></b>
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<b><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray'>Splash Aqua Park and Leisure Centre</span></b><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray'>      
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60 Central Park Avenue<br>
Craigieburn Victoria 3064<br>
<b>Phone</b> 9356 6800  <br>
<b>Email </b></span><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 style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:gray'><br>
<b>Web</b></span><span style='font-size:8.0pt;font-family:"Times New Roman",serif;color:black'>
</span><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><span lang="EN-US" style='font-size:8.0pt;font-family:"Times New Roman",serif;color:black'></span>
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<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Wednesday, 12 May 2021 1:29 PM<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> [email-masked]; [email-masked]; [email-masked]; [email-masked]; Toa Su'a &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",sans-serif'>Hi Toa,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Many thanks for your patience in getting this resolved,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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",sans-serif'>On Fri, 16 Apr at 4:19 AM
<span class="separator">, Les Mills International &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",sans-serif'>Hi Greg,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​Thank you for updating us on this.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We will wait for news about Cycle studio.</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'>Kind regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397</a> </span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Thu, 15 Apr at 6:21 PM
<span class="separator">, Greg Cartagena &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>He appreciated the email and I will keep all updates short from here. Thanks…
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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",sans-serif'></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",sans-serif'></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",sans-serif'></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",sans-serif'></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",sans-serif'>
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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",sans-serif'></span>
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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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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From:
</span><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif;color:black'>Greg Cartagena &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Date: </b>Thursday, 15 April 2021 at 3:01 PM<br>
<b>To: </b>Toa Su'a &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;, Les Mills International &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;, Hylton Drake &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;, Nick Aspinall &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;<br>
<b>Subject: </b>Re: Splash - Report of issues with Virtual</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Toa,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>IT Network Installer contact request:</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Can you hook us up?</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Many thanks,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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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",sans-serif'></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",sans-serif'></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",sans-serif'></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",sans-serif'></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",sans-serif'>
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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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<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><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif;color:black'>From:
</span></b><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif;color:black'>Toa Su'a &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Date: </b>Wednesday, 31 March 2021 at 2:12 PM<br>
<b>To: </b>Paul Smith &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;, 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;, Hylton Drake &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;, Nick Aspinall &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>Subject: </b>RE: Splash - Report of issues with Virtual</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Yes I only powered off the Ipad not the Kiosk.
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<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From:</span></b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> Paul Smith &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Wednesday, 31 March 2021 3:05 PM<br>
<b>To:</b> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;;
<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><br>
<b>Subject:</b> Re: Splash - Report of issues with Virtual</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;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
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>(Sent from iPhone)</span></div>
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<b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'>From:</span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;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><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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",sans-serif'>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",sans-serif'>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",sans-serif'>Hi Charlotte
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Apologies for the delay.
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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",sans-serif'>The Ipad was switched back on Monday afternoon due to a scheduled class Tuesday morning at 6am.
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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",sans-serif'>We moved the  members to the Wellness studio to complete their workout</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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",sans-serif'>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
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397