Subject: New Reply Received - iOS version issues
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 21 Jun 2021 06:33:19 +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">Thanks Charlotte,</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">This was only delivered to site at 3pm today (21/6) and has been in transit since Thursday.   Manuela has confirmed receipt of this and will have it installed in the next few days. I will keep in
 touch with here to ensure its gone smoothly and she’s up and running. </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Regards, </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Paul.</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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<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='font-size:12.0pt;font-family:"Arial",sans-serif;color:#222222'></span>
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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='font-family:"Arial",sans-serif'></span>
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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><b><span style="font-size:12.0pt;font-family:Roboto;color:#2F5597"></span></b>
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<b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#ED7D31'>VIC - NSW - QLD - WA </span></b><b><span style='font-size:10.0pt;font-family:"Arial",sans-serif'></span></b>
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<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Monday, 21 June 2021 11:48 AM<br>
<b>To:</b> Paul Smith &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked]; [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",sans-serif'>Hi Paul,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The events firing from the App (studio 4) aren't giving any conclusive results as I can't see any played classes.  High Country's network connection doesn't look to be 100%
 stable, so I'd suggest running a diagnostics via the App version tab to make sure there are no issues before conducting any tests in the future.  Running a diagnostics is generally good practice for any App issues as it gives the connections a refresh and
 helps to diagnose where the issue might be.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​I hope that helps, let me know if you need further support.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Many thanks</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Charlotte</span></div>
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Ticket: </span><a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4640" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4640</span></a><span 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'>On Fri, 18 Jun at 11:50 AM
<span class="separator">, Paul Smith &lt;</span></span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span class="separator"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'>Worth checking if you get a chance Charlotte. The kiosk is in transit now to High Country Fitness.  The time of this issue occurred between
 Tuesday 4pm and Wednesday 1pm AEST.  The Kramer rep was with me between 4pm and 6pm, and then we continued with this from 10-1pm Wednesday. </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",sans-serif;color:black'>Networking, control automation and control protocols and in particular using iPads for control platforms with DSP and Crestron integration
 is nothing new to us and we do it successfully. We have $3M in control and AV equipment at Exxon Mobil that we integrated and support, along with many other corporate and government sites. Indict we did a full public address replacement at Aqualink yesterday
 with multiple iPad integration with Yamaha audio processors. I apologize that we seem to be encountering these issues and problems Charlotte but we do have 20+ years history and very experienced staff.  I don’t by any means want you to think we don’t know
 what we are doing but when we encounter these small, time consuming issues without being able to identify where the problem is I’m sure you can understand the frustrations.  We do appreciate your help and support, but also know not everything in this AV game
 can be explained - that’s what makes the job so interesting. </span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'>Thanks again, </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Paul Smith</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>TEL: 0410 587 544</span></div>
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<a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From: Les Mills International &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;<br>
<b>Sent:</b> Friday, June 18, 2021 8:17:38 AM<br>
<b>To:</b> Paul Smith &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;<br>
<b>Cc:</b> </span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;;
</span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;;
</span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;<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",sans-serif'>Hi Paul,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I'm happy to check any events coming from the App to give a clue as to what might have been going on.  Please let me know if you need this and what the time and date was.
  I'll leave this ticket open for a few more days if you need further support.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Charlotte<br>
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Ticket: </span><a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4640" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4640</span></a><span 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'>On Thu, 17 Jun at 5:08 PM
<span class="xseparator">, Paul Smith &lt;</span></span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span class="xseparator"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'>Thanks Charlotte. </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",sans-serif;color:black'>Yes I agree with you it is only the LM app in the network tab but I know that was enabled and it still didn’t connect to the IP address
 of the projector or the gateway being tested.   This prompt came up when the iPad saw the Ethernet connection to the router.  </span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'> It was no different to how we set all our systems up on the bench. Dedicated router in the cabinet on its own LAN.  Then for it to just
 connect without anything being changed while I was filming the setup and the issue at hand is very strange after 3 people have gone over it in detail repeated times.  </span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'>Thanks anyway Charlotte. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Paul Smith</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Director (Vic)</span></div>
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<a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From: Les Mills International &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;<br>
<b>Sent:</b> Thursday, June 17, 2021 1:10:27 PM<br>
<b>To:</b> Paul Smith &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;<br>
<b>Cc:</b> </span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;;
</span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;;
</span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> &lt;</span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;<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",sans-serif'>Within the Local Network tab, I'm only seeing the option to turn on Les Mills Apps (see attachment), so I assume Safari would be fine to connect as the option doesn't exist
 to turn it off?  Issues connecting to Automation are largely network based, we're not aware of any App specific issues. We've conducted some testing and Automation is successful on iOS14.5 and 14.6.  If our testing unearths any additional findings we'll be
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Are there any sites with Automation problems at this point in time?  I can do some background checks if that helps.</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Charlotte<br>
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Ticket: </span><a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4640" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4640</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4640