Device and AV FAQs

Important: While Les Mills provides essential installation and component requirements, our support teams are not AV specialists. All AV should be managed by a local AV expert who can provide in-person support on your unique installation using Les Mills requirements and guides as reference.

TABLE OF CONTENTS

• How Do I Run A Diagnostics Test?
• Audio Is Working, Why Don't I Have Video?
• Can You Use Screen Mirroring To Display Les Mills Virtual?
• Does My iPad Need To Be Online All The Time?
• How Do I Update My iPadOS?
• How Do I Update My Les Mills Virtual App?
• How Do I Turn On Guided Access?
• What Do I Do If My iPad Keeps Connecting To The Wrong WiFi Source?
• What Do I Do If My Picture Is Frozen Or I Have Issues With Audio Playback?
• Why Are Classes Not Playing On The iPad?

How Do I Run A Diagnostics Test?

Please bring the iPad back online and follow the below steps to re-establish a connection with the Scheduler and detect any issues. 

1. Tap the padlock to the top right of the App
2. Enter your admin code
3. Navigate to SETTINGS > Version > Run diagnostics

Audio Is Working, Why Don't I Have Video?

1. Check your display has power, is connected and switched on.
2. Check the correct source input is selected. Most displays (projectors, TVs) have input selection buttons either on the display, or on the remote. Check all inputs one at a time in case this has been changed. Note, a display can have multiple HDMI inputs.
3. Check the cables are all connected and nothing has been moved or bumped.
4. Check HDCP (High-bandwidth Digital Copy Protection) is turned off on the projector

See below for must have devices and equipment:

https://lesmillsvirtualapp.freshdesk.com/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-

Can You Use Screen Mirroring To Display Les Mills Virtual?

• When first connecting the iPad to your display, the iPad will mirror the desktop to the external display. As soon as you open the Virtual app, the mirroring will stop and the screen go black, ready for a virtual video class to start.
• In the unlikely event the virtual app is not mirrored on your display, unplug the white Apple Digital AV adapter and reinsert. If the problem persists, check you are using a genuine Apple Digital AV adapter. 
• Non-genuine adapters are NOT SUPPORTED and may cause reliability and connection issues.

Does My iPad Need To Be Online All The Time?

• No, but it is good practice to keep your device connected to the internet so that any changes you make to the schedule will sync.  The player operates in an offline mode (see below screen shot) but a robust internet connection is still mandatory for content to download successfully.  
• An intermittent internet connection is not recommended, if a stable connection can not be reached the wifi should be turned off.  If you have chosen to operate the APP in an offline mode you should connect to a stable wifi source at least every 7 days and wait for content updates to download before disconnecting the wifi.
• You will receive automated reminders to reconnect any devices to the internet if they have been consistently offline for 30 days. If your iPad remains offline for an extended time, the iPad will be locked out and classes will not be available to play.
• The below image is an example of an offline device connected to the wrong wifi source. Classes will play for a limited amount of time in this mode. (Virtual classes are showing with a black Virtual logo and no program name)
• See the below article on how to avoid your iPad connecting to the wrong wifi source in the future.
  • https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000144313-my-ipad-keeps-connecting-to-the-wrong-wifi-source  

How Do I Update My iPadOS?

1. Plug your device into power and connect to the internet with Wi-Fi.
2. Go to Settings > General, then tap Software Update.
3. If you see two software update options available, choose the one that you want to install.
4. Tap Install Now. If you see Download and Install instead, tap it to download the update, enter your passcode, then tap Install Now. If you don't know your passcode, learn what to do.

You might see that your device is up to date and that there's an upgrade available. For example, even if your device is up to date with the latest version of iPadOS 17, there might be an option to upgrade to iPadOS 18. 

How Do I Update My Les Mills Virtual App?

Please follow the below instructions to update your Virtual App

1. App Store 
2. Select your Apple ID icon in the upper right corner
3. Pending updates will be listed within the pop out menu
4. Click UPDATE next to the Virtual App
5. UPDATE NOTE: App can not be open and playing so we suggest update is done outside of scheduled classes. Internet access is needed.

Please note: if you have more than one iPad please ensure you update each one

How Do I Turn On Guided Access?

• Go to the iPad's settings:

• Once you have turned on Guided Access within the settings, you will need to enter into Guided Access on your iPad after opening Les Mills Virtual. 
• To turn on/off Guided Access, triple click the Home button, or triple click the Lock button depending on your iPad model.
• This article should help you to begin a Guided Access session: https://support.apple.com/en-us/HT202612

What Do I Do If My iPad Keeps Connecting To The Wrong WiFi Source?

If your iPad reboots, performs an IOS update or is taken off site it might switch to the wrong wifi source.  Please ensure the following steps are followed so that the incorrect wifi source is not connected to:

1. Settings > Wi-Fi > Ask to Join Networks >toggle to OFF (grey)

2. Click on the blue i symbol to the right of the wifi sources that you don't want the iPad connecting to (see below) 

3. Select Forget this Network

4. Auto Join > toggle to OFF (grey)

What Do I Do If My Picture Is Frozen Or I Have Issues With Audio Playback?

• This is usually related to a failure with the EDID signal or the way the AV equipment is connected.  If the correct EDID is installed in line with our guidance, playback will be smooth and reliable.
• An EDID emulator that supports audio extraction ensures reliable playback of video and audio from the App. Find out more through the link below: https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084205-what-is-an-edid-and-why-would-i-need-one-

Why Are Classes Not Playing On The iPad?

• The Virtual app is designed to play high definition video to an external display while still enabling the app to be used to view the timetable, browse upcoming classes or pause, stop and select the next class. This means videos do not play on the iPad screen. Instead, all video AND audio plays out the adapter to the external screen (video wall/projection screen) only.  Please see AV requirements for more information.
• If you do not have an external display connected to the iPad using an Apple adapter, an error will display on the iPad.  'There is no external screen connected to the device'.
• If you've connected your equipment in line with our recommendations and content won't play.  The first step is to simplify the setup to establish where the issue might be.
  • Connect the iPad to a computer monitor (or TV screen) via the Apple adapter and HDMI cable.  Play a class via the App Classes screen (after unlocking the padlock to the top right and entering your admin code). If video and audio play on the monitor then the iPad, adapter and HDMI cable are fine.
  • Remove the connection to the computer monitor and connect an active HDMI cable to the projector.  iPad > Apple adapter > active HDMI > projector.  Test a class in admin mode again to make sure content plays.  If it doesn't, the issue is with the projector settings.
  • Install the EDID and extract audio from the EDID with an audio cable to the sound system. Test again.
  • Make sure the iPad is connected to a power source and is hard-wired to the network.  Schedule a class via the Scheduler, wait for it to sync to the App and see if it plays all the way through.  
  • Enable Automation (if required) and test a set of scheduled classes to make sure the projector and screens operate as they should.  You should see a 'connected' status within Automation settings after Automation is setup.