Subject: New Reply Received - Splash - Report of issues with Virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 12 May 2021 05:53:45 +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">Thanks Colin,</span></div>
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<div class="MsoNormal"><span lang="EN-US">This is a strange one for sure… Cheers</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><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
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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"><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></div>
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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">Colin Garard &lt;[email-masked]&gt;<br>
<b>Date: </b>Wednesday, 12 May 2021 at 3:48 PM<br>
<b>To: </b>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 Greg </div>
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<div class="MsoNormal">This one doesn’t want to go away does it !!!</div>
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<div class="MsoNormal">We have a power load / relay trigger in the system which supply’s power to the screen once there is a power draw from the projector. They are a screen technic product. We don’t get any problems from them. There is a sensitivity adjustment
 on it. But having said that if there isn’t a power draw the relays wont trigger.</div>
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<div class="MsoNormal">We’ll arrange for a tech to go out </div>
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<div class="MsoNormal">C.U.B.E LED Youtube Presentation</div>
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<div class="MsoNormal"><a href="https://youtu.be/f_uOf3rhQOs" rel="noreferrer">https://youtu.be/f_uOf3rhQOs</a></div>
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<div class="MsoNormal"><b><span style="font-size:12.0pt;font-family:HelveticaNeue;color:#1F497D"><a href="https://youtu.be/NbPTCKughi4" rel="noreferrer"><span style="color:#1F497D">https://youtu.be/NbPTCKughi4</span></a></span></b></div>
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<div class="MsoNormal">Regards </div>
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<div class="MsoNormal">Colin Garard</div>
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<b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>COLIN GARARD </span></b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>|<b> Sales and Installation Manager.</b></span>
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<b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>M</span></b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'> 0487 003 550 | <b>D</b> 03 9543 6525 | <b>T</b> 03
 9543 6525</span>
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<b><span style='font-size:10.0pt;line-height:105%;font-family:"Arial",sans-serif;color:black'>A</span></b><span style='font-size:10.0pt;line-height:105%;font-family:"Arial",sans-serif;color:black'> 16/45 Normanby
 Road, Notting Hill VIC 3168<br>
<b>E</b>  <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span><span style="color:black"> </span><b><span style='font-size:10.0pt;line-height:105%;font-family:"Arial",sans-serif;color:black'>W </span></b><span style='font-size:10.0pt;line-height:105%;font-family:"Arial",sans-serif;color:black'><a href="http://www.avsystems.com.au/" rel="noreferrer"><span style="color:#0563C1">www.avsystems.com.au</span></a></span>
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<div class="MsoNormal" style="line-height:10.25pt"><b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#2F5597'>CELEBRATING 19 YEARS OF INNOVATION</span></b></div>
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<div class="MsoNormal" style="line-height:10.25pt"><b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#ED7D31'>VIC - NSW - QLD - WA </span></b></div>
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<b><span lang="EN-US">From:</span></b><span lang="EN-US"> Greg Cartagena &lt;[email-masked]&gt;
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<b>Sent:</b> Wednesday, 12 May 2021 3:26 PM<br>
<b>To:</b> Colin Garard &lt;[email-masked]&gt;<br>
<b>Cc:</b> Paul Smith &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Splash - Report of issues with Virtual</span>
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<div class="MsoNormal"><span lang="EN-US">Hey Colin,</span></div>
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<div class="MsoNormal"><span lang="EN-US"> </span></div>
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<div class="MsoNormal"><span lang="EN-US">This is odd feedback. The projector is no longer receiving control commands, yet the screen is dropping randomly now.
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<div class="MsoNormal"><span lang="EN-US">What do you think maybe someone needs to recycle power to the motorized screen?
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<div class="MsoNormal"><span lang="EN-US"> </span></div>
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<div class="MsoNormal"><span lang="EN-US">Is the trigger/relay receiver playing up?
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<span lang="EN-US">How would it be triggered externally? </span>
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<div class="MsoNormal"><span lang="EN-US"> </span></div>
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<div class="MsoNormal"><span lang="EN-US">Is the screen connected to the club network?   </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
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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/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow" rel="noreferrer"><span style="color:#0563C1">https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow</span></a></span></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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<b><span style="font-size:12.0pt;color:black">From: </span></b><span style="font-size:12.0pt;color:black">Toa Su'a &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Date: </b>Wednesday, 12 May 2021 at 2:11 PM<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;, Nick Aspinall &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;, "<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>
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<div class="MsoNormal">Hi Greg </div>
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<div class="MsoNormal">Apologies for the delay. </div>
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<div class="MsoNormal">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">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">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">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.eyJpZCI6MzYwOTIzMDgyMTEsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.oQ8ruHj0hXtApp1R1Sj87Bg4if0vy6Geh6OlPBO0yF0" alt="cid:[email-masked]"><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.eyJpZCI6MzYwOTIzMDgyMTIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.kGRUuHYWp9VtPbdtZia4j7uqBJaYVMPOzQD3eXGzRhY" alt="cid:[email-masked]"> <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.eyJpZCI6MzYwOTIzMDgyMTMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.6tIEJMdKw1jwnV0vs0ypr7kNTNmRaainOZxNLDFMr8w" alt="cid:[email-masked]">
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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.eyJpZCI6MzYwOTIzMDgyMTQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.Nh-PNIxjc1yDGb4XBBCKqRZElI6InK2KwCQM-5Y2X-Q" align="left" alt="cid:[email-masked]"><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></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'>      
<br>
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>
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<b><span lang="EN-US">From:</span></b><span lang="EN-US"> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
<br>
<b>Sent:</b> Wednesday, 12 May 2021 1:29 PM<br>
<b>To:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
<b>Cc:</b> <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>; Toa Su'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>
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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">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">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">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 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">Hi Greg,</span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">​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">We will wait for news about Cycle studio.</span></div>
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<span style="font-size:10.0pt;font-family:Helvetica;color:#183247">Kind regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App</span><span style="font-size:10.0pt;font-family:Helvetica">
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<span style="font-size:10.0pt;font-family:Helvetica;color:#183247"><br>
</span><span style="font-size:10.0pt;font-family:Helvetica">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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<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt">
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">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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<div class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:Helvetica">Hi Everyone,</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:Helvetica">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></div>
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<div class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:Helvetica">He appreciated the email and I will keep all updates short from here. Thanks…
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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><span style="font-size:10.0pt;font-family:Helvetica">
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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><span style="font-size:10.0pt;font-family:Helvetica">
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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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<u><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#999999;background:#FDFDFD'>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.  </span></u><span style="font-size:10.0pt;font-family:Helvetica;color:black">
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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">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">
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<div class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:Helvetica">Hi Toa,</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:Helvetica">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" style="font-size:10.0pt;font-family:Helvetica">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. </span></div>
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<div class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:Helvetica">IT Network Installer contact request:</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:Helvetica">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" style="font-size:10.0pt;font-family:Helvetica">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" style="font-size:10.0pt;font-family:Helvetica">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" style="font-size:10.0pt;font-family:Helvetica">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" style="font-size:10.0pt;font-family:Helvetica">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.
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<div class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:Helvetica">Can you hook us up?</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:Helvetica">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
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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">
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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 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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 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.  </span></u></div>
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<b><span style="font-size:12.0pt;font-family:Helvetica;color:black">From:
</span></b><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>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">
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Hi mate</span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">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">From:</span></b><span lang="EN-US" style="font-size:10.0pt;font-family:Helvetica"> Paul Smith &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
<br>
<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>
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<div class="MsoNormal" style="background:white"><span style="font-size:10.0pt;font-family:Helvetica;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"><span style="font-size:10.0pt;font-family:Helvetica">AV Media Systems (VIC)</span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">TEL: 0410 587 544</span></div>
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<b><span style="font-size:10.0pt;font-family:Helvetica;color:black">From:</span></b><span style="font-size:10.0pt;font-family:Helvetica;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">
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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">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">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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<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