Subject: New Reply Received - Classes stopping and starting from first
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 03 Mar 2020 00:19:49 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Classes stopping and starting from first  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi Pritish,<br>
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Our virtual classes glitched last night:<br>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Mon 2/3 8am Body Balance did not run (restarting Ipad did not correct)</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Tues 3/3 4pm Sprint ran for approx. 3minutes and then the stopped.<br>
*Shutting the ipad down and restarting it restarted the class from the beginning.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Thanks guys</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Tracey</span></div>
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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, 2 March 2020 12:28 AM<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> [email-masked]; Geelong City &lt;[email-masked]&gt;; Amanda Bianco &lt;[email-masked]&gt;; Emma Robertson &lt;[email-masked]&gt;; Mark Newing &lt;[email-masked]&gt;; [email-masked]<br>
<b>Subject:</b> Re: Classes stopping and starting from first</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Tracy,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Just wanted to follow up with you on the Virtual Playbacks. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you please let us know how is it going?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We do see two isolated issues with the playback however it looks like all the other classes are playing fine. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We will leave this ticket open for another 48 hours if you need assistance with anything else. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Warm Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Mon, 24 Feb at 1:32 AM
<span class="separator">, Les Mills International &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",sans-serif'>Hi Tracy, Greg</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'>Hope everything is well. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'>We are following up with you in regards to the issues reported with Virtual Playback.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'>Could you please confirm if the equipment was checked and everything is running well now?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'>Did you hear about any new issues at the club? If yes, could you please share the details.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'>Looking forward to hearing from you.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'>Warm Regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'>Nusan</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'>Customer Services</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 18 Feb at 11:08 PM
<span class="separator">, Les Mills International &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",sans-serif'>Hi Tracy,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you so much for sharing the details. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We have checked our backend data and found the following:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>10th Jan 4:30pm RPM -</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>As checked your scheduler you have scheduled a Live RPM class rather then Virtual. PFB the screenshot:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><img id="_x0000_i1025" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNTg1OTQ0NTksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.JlM5sqeFX0XumL40sMuVRBr7sFe5wK5SaZFbC4-IiME"></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>15th Dec 7am RPM</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​For this class we see that you received an error message on screen which is "<strong><span style='font-family:"Helvetica",sans-serif'>No External Screen Connected</span></strong>"
 and due to this the class was not playing. This error message is related to the AV Setup of the club which is related to the EDID or the Apple adapter. If you ever get this message in the future then should check if all the equipment connected securely and
 also check the link below - </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected-" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected-</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>17th Feb 3pm B​ODYCOMBAT</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>This class was scheduled for 50 mins and was scheduled correctly. We found that the class started on time and also played for 54 mins before it was stopped. However, we do
 not see the class is showing completed. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>If this happens again could you please share the photo of the app and the display screen so that we can check what might be happening.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Looking forward to the requested information.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​Warm Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 18 Feb at 5:01 PM
<span class="separator">, Geelong City &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",sans-serif;mso-fareast-language:EN-US'>Hi Guys,</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>While I hadn’t realised the importance of documenting each glitch, I can see how this can be helpful and will do so moving forward.<br>
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I am unsure of content program file ID? But can definitely advise of the following glitching (classes not running):</span><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;mso-fareast-language:EN-US'>10<sup>th</sup> Jan 430pm RPM<br>
15<sup>th</sup> Dec 7am RPM<br>
17<sup>th</sup> Feb 3pm Body Combat (ran for 10mins and cut out)</span><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;mso-fareast-language:EN-US'>There were numerous other accounts, but sadly not documented.<br>
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I hope this is helpful to get things started.</span><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;mso-fareast-language:EN-US'>Cheers,</span><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:</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> Greg Cartagena &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Tuesday, 18 February 2020 2:46 PM<br>
<b>To:</b> Les Mills International &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>;
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>; Geelong City &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Amanda Bianco &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;;
 Emma Robertson &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Mark Newing &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Classes stopping and starting from first</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Pritish,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>As an update, I spoke to Tracy and explained that it will be a good idea to report the exact date and time and description of the playback interruption and include the content
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>She understands this is important and in future will include these details for support help requests.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On 18 Feb 2020, at 1:49 am, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Hi Tracy,</span><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 Neue",serif'>Thank you for reopening the ticket.</span><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 Neue",serif'>In order to investigate this further we would need more information on the issue. We would need the date/time and classes with which you have faced the issue?</span><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 Neue",serif'>Also, if it is possible to share a picture of the app and screen at the time of the issue? That would be help us look at the issue and diagnose accordingly.</span><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 Neue",serif'>Warm Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242" rel="noreferrer"><span style='font-family:"Helvetica Neue",serif'>https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242</span></a>
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