Subject: Assigned to Group - Re: Healthy Horizons - LMI Help Desk Support - program cutting out
From: Les Mills International <[email-masked]>
To: [email-masked], [email-masked]
Date: Fri, 28 May 2021 06:34:24 +0000

Hi  A new ticket has been assigned to your group "Level 1". Please follow the link below to view the ticket.  Re: Healthy Horizons - LMI Help Desk Support - program cutting out Hi LMI Support,

Please reads email chain regarding Christine’s report of their experiences during content playback AV is apparently working correctly.

Can you have a look into this and see if you can work out the cause and provide instructions to resolve?

From Christine:
Over the last few weeks we have had classes where the Les Mills class totally cuts out for a few seconds and restarts. We also have glitches at the very start most days. It starts, stops and starts again. Sometimes the intro part is interrupted quite a bit. Is there something that can be done?

Please reply to Christine directly on the email included.

Kind Regards,

Greg

Greg Cartagena | Virtual AV Support Specialist
Les Mills Asia Pacific | www.lesmills.com.au<http://www.lesmills.com.au>
PO Box 3998 Manuka ACT 2603 AUSTRALIA
Tel +61 455 508 248 | Email [email-masked]<mailto:[email-masked]>

Les Mills Virtual Support link to our FAQ's<https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/36000117739>
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
[/var/folders/cy/jz6gmzgn12lbvn68mt_q971w0000gn/T/com.microsoft.Outlook/WebArchiveCopyPasteTempFiles/cid4e5d83aa-778e-49ca-92c5-697cfb4b1425]

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: "[email-masked]" <[email-masked]>
Date: Friday, 28 May 2021 at 4:00 PM
To: 'Christine Gaby' <[email-masked]>
Cc: Greg Cartagena <[email-masked]>
Subject: RE: program cutting out

Hi Christine,

If the class is going back to the start it sounds like an issue with the app.
I think the normal process is to check the app and the ipad are up to date first.

Les Mills have some reporting or logging on there side where they might be able to see if there are any issues too.
Greg, can you advise the best way to raise a support request?

Thanks,

Wade Schrader | D: +612 8578 8296 | O: +612 9540 4000 | www.compactmonitor.com.au

This e-mail and its contents are confidential, protected by law and legally privileged. Only access by the addressee is authorised. In the event that you are not the addressee, please notify the sender immediately. Do not discuss, disclose the contents to any person, or store or copy the information in any medium or use it for any purpose whatsoever. Copyright in this e-mail (and any attachments created by Compact Monitor Systems Australia (CMSA) belongs to CMSA which asserts the right to be identified as such and hereby objects to any misuse thereof.

From: Christine Gaby <[email-masked]>
Sent: Friday, 28 May 2021 10:51 AM
To: [email-masked]
Subject: program cutting out

Hi Wade,

Over the last few weeks we have had classes where the Les Mills class totally cuts out for a few seconds and restarts. We also have glitches at the very start most days. It starts, stops and starts again. Sometimes the intro part is interrupted quite a bit. Is there something that can be done?

Christine Gaby
Healthy Horizons
Email: [email-masked]<mailto:[email-masked]>
Mobile: 0418 141 139

 https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4588