Subject: Ticket re-opened - [#4588] Re: Healthy Horizons - LMI Help Desk Support - program cutting out
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 01 Jun 2021 02:40:01 +0000

Hi Pritish Nandi,  Ticket “#4588 – Re: Healthy Horizons - LMI Help Desk Support - program cutting out” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4588 to view the ticket.  Ticket comment   
 Hi Kathryn,  

  

 Below is the rest of the email trail.  Sounds like a hardware issue. I’ll see if Christine can reseat the cables, if that doesn’t work, ill go swap out the apple adapter.  

  

 
 Thanks, 

  

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

  

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 From: [email-masked] <[email-masked]>  Sent: Monday, 31 May 2021 11:10 AM To: 'Christine Gaby' <[email-masked]>; 'Les Mills International' <[email-masked]>; [email-masked]' <[email-masked]> Subject: RE: Re: Healthy Horizons - LMI Help Desk Support - program cutting out

 

 Thanks Christine,  

  

 Sounds like it might be the apple HDMI adapter connected to the iPad. 

 I’ll pop out there some time this week and swap it over and see if it helps 

  

 
 Thanks, 

  

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

  

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From: Christine Gaby <[email-masked]>  Sent: Monday, 31 May 2021 10:28 AM To: [email-masked]; 'Les Mills International' <[email-masked]>; [email-masked] Subject: RE: Re: Healthy Horizons - LMI Help Desk Support - program cutting out

 

   
 No does not restart from the beginning, start from where it was. 

 Both audio and video cut out. 

  

  
 
From: [email-masked] <[email-masked]>  Sent: Monday, 31 May 2021 10:18 AM To: 'Les Mills International' <[email-masked]>; [email-masked] Cc: [email-masked] Subject: RE: Re: Healthy Horizons - LMI Help Desk Support - program cutting out

 

   
 Thanks Charlotte,  

  

 Christine, I think we need to understand the issue a bit better.  

 
You mentioned “the Les Mills class totally cuts out for a few seconds and restarts”

 

 
 Does the class restart from the beginning? 

 Does the video and the audio cut out or just the video? 

  

 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: Les Mills International <[email-masked]>  Sent: Monday, 31 May 2021 8:27 AM To: [email-masked] Cc: [email-masked]; [email-masked]; [email-masked] Subject: Re: Re: Healthy Horizons - LMI Help Desk Support - program cutting out

 

   

 
 Hi Christine, 

 
 
 ​ 

 
 
 Thanks for the detail, I've had a look back over the last 14 days of playback data and it appears the video signal has been sent successfully from the App and all classes have started and completed, so the issue is most likely down to a piece of equipment that's losing the signal intermittently. Also, if classes aren't starting on time, you could try adjusting the start offset within Automation settings.  The default is 30 seconds, but you might want to try extending it to one minute to allow enough time for the equipment to warm up.  It would be best for your AV provider to advise on this, however, as they're familiar with your setup and requirements of the studio. 

 
 
 ​ 

 
 
 Kind regards 

 
 
 ​ 

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

 

   

  
 
On Mon, 31 May at 10:19 AM , Christine Gaby <[email-masked]> wrote: 

 

 Hi All, 

 

 

 
Yes virtual username 500674. 

 

   

 

Most times when the class starts it is not a smooth start.

 

   

 

It glitches, turns on and off, usually a couple of times. Often the introduction with the bike set up is missed or cut off.

 

   

 

In the last 2 weeks there have been a number of times (I have only had morning time slots reported to me so far) that the program stops altogether for 2-3 seconds and then starts again. 

 

   

 

It is hard for me to give much more detail than this as I am not in all of the classes. I am not even at the gym that often and will get a message sent to me. 

 

   

 

 
 
From: Les Mills International <[email-masked]>  Sent: Friday, 28 May 2021 5:10 PM To: [email-masked] Cc: [email-masked]; [email-masked] Subject: Re: Re: Healthy Horizons - LMI Help Desk Support - program cutting out 

 

   

 

  
 Hi Greg, 

  
  
 ​ 

  
  
 Thank you for raising a support ticket. 

  
  
 ​ 

  
  
 @Hi Christine, 

  
  
 ​ 

  
  
 We are sorry to hear about the issue and will help you the best we can to resolve this. Could you please confirm if your Virtual Username is  

  
  
 500674? 

  
  
 ​ 

  
  
 If yes, we have checked the backend data and found no errors or issues with playback for the last 7 days. Could you please advise us on specific time and date for the issues you are encountering so that we can have a deep down look in the database? 

  
  
 ​ 

  
  
 Also, when you say glitches with the Virtual App could you describe the issue so that we can investigate further? 

  
  
 ​ 

  
  
 Looking forward to your response. 

  
  
 ​ 

  
  
 Best Regards, 

  
  
 Pritish 

  
  
 Customer Services 

  
  
 Les Mills Virtual App  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4588 

  

 

  
 
 On Fri, 28 May at 7:11 PM , Greg Cartagena <[email-masked]> wrote:  

 

 
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  

 

 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 

 

 
Tel +61 455 508 248 | Email [email-masked] 

 

   

  

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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] 

 

 
Mobile: 0418 141 139 

 

   

  

 

4588:859387