Subject: New Reply Received - iOS version issues
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 16 Jun 2021 03:20:58 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  iOS version issues  Ticket comment <div class="WordSection1">
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Good afternoon all,
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">I wanted to report a change in this case status for High Country Fitness,
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Following the customers request to send this out without automation working, I contacted Greg and via facetime video, demonstrated that the new iOS 14.5 would not connect on IP 192.168.1.102  but
 using safari would connect to the IP address without delay.  I then disconnected the multiport adaptor and demonstrated it working on our demo ipad using  iOS 14.3, upon opening the virtual App and entering in the IP address it connected immediately using
 the same hardware, and same cabling with the same router.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Over the past 24 hours, we have checked everything possible including complete power shutdowns, re-starts, even re-configuration of the router and trying different ports and IP addresses all failed.
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Just prior to packing this up for shipment, Scott suggested sending Hylton a video to show the issue between the two ipads – half way through filming this, the customers new ipad (iOS 14.5) changed
 from disconnected to “connected”  !! </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">No settings were changed, no cables changed, same IP address.   This Ipad has been online for two weeks, and connected to the same router and same IP devices for 24 hours and shown “disconnected”
 via the App, but would connect to all other devices via a browser (safari) </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">While Im glad this is now working, again we have invested another 3 hour time on some device that will not connect, and then simply starts working for no apparent reason. This has occurred at a number
 of sites including high country fitness and Splash Aquatic centre.  To date there has been no reasoning for this.
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">I would really appreciate further investigation into this and suggestions as to why this is occurring and how we can avoid further occurrences. I am sure you can appreciate we invest a lot of time
 in delivering a quality solution for our customers so that Les Mills and AV Media Systems reputation is upheld at every opportunity however unexplained errors such as these are time consuming, frustrating and to some extend potentially avoidable.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">I will send this virtual system to the customer today and hopefully no further issues will occur with this site, but I would like LMI support to explore this further and offer some feedback to determine
 the cause and help avoid the costs incurred in time through these problems. </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Kind regards, </span></div>
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<div class="MsoNormal"><b>Best Regards,</b></div>
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<b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>Paul Smith </span></b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>|<b> </b>Director (Vic)</span><span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:#222222'></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, 16 June 2021 8:16 AM<br>
<b>To:</b> Paul Smith &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked]; [email-masked]<br>
<b>Subject:</b> Re: iOS version issues</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Paul,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>To date, we haven't seen any playback issues with customers who have iOS 14.5 installed.  We'll conduct some checks on Automation at our office and let you know what we find.  
 Currently, we're advising against iOS updates as they have no benefit to the functioning of the App itself.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Can you confirm that the local network toggle was applied on the iPad for all sites please?  This is found within iPad Settings &gt; Privacy &gt; Local Network &gt; toggle Les Mills Virtual
 to ON.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​Many thanks</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Charlotte<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4640" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4640</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Wed, 16 Jun at 1:15 AM
<span class="separator">, Paul Smith &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span style='font-size:10.0pt;font-family:"Helvetica Neue";color:black'>Ok thanks Olesia,</span><span style="color:black"></span>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:black'>Please note that I did not update these iPads, they came with 14.5 loaded as new so I’m sure other AV integrators or sites would be having
 similar issues. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Paul Smith</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Director (Vic)</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>AV Media Systems (VIC)</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>TEL: 0410 587 544</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><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 Neue"'>(Sent from iPhone)</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>From: Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Sent:</b> Tuesday, June 15, 2021 10:04:55 PM<br>
<b>To:</b> Paul Smith &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;<br>
<b>Subject:</b> Re: iOS version issues </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Paul,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thanks for bringing this up.<br>
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Yes, we advise our customers not to update the iOS version as we have found that this causes some playback problems in Les Mills Virtual. I will ask our Level 2 to provide you with more details on this.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Please bear with us.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Kind regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4640" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4640</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Tue, 15 Jun at 9:56 PM
<span class="xseparator">, Paul Smith &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 Neue"'>Hi Support,
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>During the process of setting up an Ipad today for High Country Fitness, I was unable to connect the Ipad automation to either a standard Epson projector on PJLINK or IP gateway
 for TCP control.   We proceeded to connect our demonstration Ipad to the identical hardware and it connected without delay upon entering the IP address  - this was successful on both PJLINK and TCP via the same router and hardware using the same IP address
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Investigation shows that the demo ipad we use at AV Media is running iOS  14.3, with LMI App version 1.14.1(346) In comparison,  the new client ipad is running iOS 14.5 with LMI
 App version 1.14.1 (346) No updates had been enabled or authorised on this new Ipad.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>A new ipad was unboxed and configured during a telephone conversation with Greg and without any update, it is running iOS 14.5 also.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>I am of the belief that the LMI App V 1.14.1 is not compatible with iOS 14.5 resulting in loss of connection via TCP, PJLINK and UTP</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>We have shipped two virtual kiosks to Yawa aquatic centre (Belgravia leisure) and one to Mill park Aquatic Centre (Also Belgravia leisure) , have came from the same Apple shipment
 so I can only assume these three devices are also running iOS 14.5 – automation issues would not have been detected in these as the installations at both sites is not yet completed.
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<li class="xmsolistparagraph" style="mso-list:l0 level1 lfo1"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Can you please confirm any known issues with LMI App 1.14.1 with iOS 14.5 (we had several sites that lost automation when iOS update 14
 was released, including high country fitness) <div></div></span></li>
<li class="xmsolistparagraph" style="mso-list:l0 level1 lfo1"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>If there is an issue, when can a resolution be offered to address an urgent requirement for Yawa, Mill Park and High Country Fitness  ?
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<li class="xmsolistparagraph" style="mso-list:l0 level1 lfo1"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>We have received notification from LMI to disable automatic iOS updates and this has been occurring since receiving this, but of little
 value when the Ipads are being shipped with iOS 14.5? <div></div></span></li>
<li class="xmsolistparagraph" style="mso-list:l0 level1 lfo1"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Have sites also been advised to disable automatic updates to avoid this issue ?
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thank you, I look forward to hearing back shortly and hopefully a resolution to overcome this automation issue.
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<b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:navy'><a href="https://youtu.be/HEXsVd7WSXw" rel="noreferrer"><span style="color:#0563C1">CLICK HERE to view our Corporate profile VIDEO</span></a></span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Best Regards,</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>Paul Smith </span></b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>|<b> </b>Director (Vic)</span><span style="color:black">
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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'> 0410 587 544 | <b>T</b> 03 9543 6525</span><span style="color:black">
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<b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>A</span></b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'> 16/45 Normanby Road, Notting Hill VIC 3168<br>
<b>E</b>  </span><span style="color:black"><a href="mailto:[email-masked]%20" rel="noreferrer"><span style="color:#0563C1">[email-masked]
</span></a></span><b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>W </span></b><span style='font-size:10.0pt;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><span style="color:black">
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<b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#2F5597'>CELEBRATING 20 YEARS OF INNOVATION</span></b><span style="color:black">
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<b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#ED7D31'>VIC - NSW - QLD - WA </span></b><span style="color:black">
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>4640:859387</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4640