Subject: Ticket re-opened - [#3347] Issues with the Virtual App
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 03 Mar 2020 01:47:30 +0000

Hi Pritish Nandi,  Ticket “#3347 – Issues with the Virtual App” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3347 to view the ticket.  Ticket comment   
Good morning Marika, 

 
 
Thank you for the follow up email. 

 
 
I had follow up WhatsApps conversation yesterday with Christophe Blanc, GXM for Pure Fitness. According to him everything go smooth. He will let me know if any issues occurs. 

 

 

 

 

Best Regards,

 
Rockie Yeo
 | Launch Coach (South East Asia)  
Les
 Mills Asia Pacific - Malaysia | [email-masked] 
Unit
 8.02, Level 8, Wisma E&C, No 2, Lorong Dungun Kiri, Damansara Heights, 50490, Kuala Lumpur, Malaysia 
tel

+6 03 2720 8604 | ext 204 | fax +6 03 2726 2947 
 
 mobile +6 019
 754 1319 | 
www.lesmills.com.au 

 

  
 
 The
 contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and the attachments. 

 BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN
 TO MOVE®, CLUB COUNT®, CXWORX®,  IMMERSIVE FITNESS®, LES MILLS BARRE™, LES MILLS GRIT®, LES MILLS SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH’BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP®, are all registered trademarks of Les Mills Asia Pacific. 

 

 

 

 

 From: Les Mills International <[email-masked]> 
Sent: Monday, March 2, 2020 8:38 PM 
To: Rockie Yeo <[email-masked]> 
Cc: Hylton Drake <[email-masked]>; Linda Tee <[email-masked]>; Maylin Leong <[email-masked]> 
Subject: Re: Issues with the Virtual App

 

 ​Hi Rockie, 
 
We hope that you have read the message that my colleague sent to you. 
 
This is just a follow-up email regarding the issue you have raised to us last week. 
 
For Pure Fitness Suntec City we still can see paused events that we do not recommend. 
 
​https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084202-when-i-pause-a-class-it-ends-early

 
Apart from that, we have not seen any issue with this studio. 
 
While Muvfit upon checking this Club was last synced on February 25th. Please make sure to synchronize your Virtual App with scheduler to avoid issues when playing the classes. 
 
Let us know if you were able to play classes without facing any trouble. 
 
We hope to hear from you soon. 
 
Warm Regards, 
Marika 
Customer Service 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3347

 

 
 
 On Fri, 28 Feb at 2:02 AM 
, Les Mills International <[email-masked]> wrote:
 
 Hi Rockie, 
 ​ 
 Thank you for your patience.  

 
 We have checked the backend and would like to highlight few things here-  

 
 
Pure Fitness Suntec City (500137) -  

 
 We can see that iPad in Pure Fitness Suntec City is not in sync for the past 15 days. The App need to be sync every 7 days for smooth playback of Virtual classes. We recommend 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 but a robust internet connection is still mandatory for content to download successfully. Please find link bellow to force sync your App: 

 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084283-my-ipad-is-not-sync-d-with-the-scheduler-what-should-i-do- 
 ​ 
 
 Also we need the app to be synced to scheduler so that we can have relevant playback data for diagnosis. Do check if this resolve the issue. 

 
 Muvfit - 500085 
 
 We do not see any BODYPUMP class played. We do see CXWORX 34 Ab Blast played which was completed successfully and also we do see CXWORX 36 which did not complete because the class was paused.  

 
 Could you please share more details like at time and date the classes are failing so that we can run a more specific report. Also, we need the iPad for Muvfit to be connected to internet throughout the time of troubleshooting so that we can get
 relevant playback data for diagnosis.  

 
 Unfortunately we do have data now however it is not complete due to the fact the club does not keep the iPad connected to internet all the time.  

 
 Looking forward to your reply soon. 

 
 Warm Regards, 
Pritish 
Customer Services 
Les Mills Virtual App 

 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3347  

 

 
 On Thu, 27 Feb at 9:46 PM 
, Les Mills International <[email-masked]> wrote:
 
 Hi Rockie, 
 ​ 
 
 Thank you for reaching out to us. 
 ​ 
 We are sorry to hear about the issues.  
 ​ 
 
 We are investigating this further and will get back to you with more insights on the issues you have reported.  
 ​ 
 
 Thank you for your patience.  

 
 ​Warm Regards, 
Pritish 
Customer Services 
Les Mills Virtual App 

 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3347  

 

 
 On Thu, 27 Feb at 6:15 PM 
, Rockie Yeo <[email-masked]> wrote:
 
Hi LM Helpdesk team, 

 

 
I have some issues urgently need to address ASAP from our licensees.

 

 
Pure
 Fitness Suntec City (500137) when they select a video (All Programs - BP,BC,BB,CX,Shbam), or when a schedule video plays, it starts for 1 second, then it terminates. There’s no error message.  

 

 
 
Muvfit (500085).
 Apparently BodyPump and CXWORX same
 issue as Pure Fitness, another 3 programs BodyBalance,BodyCombat and BodyBalance no
 issue. 

 

 
 
Please
 do not hesitate to contact me if you need further information. Thank you!

 

 

 

 

 

 

 
 
Best Regards,

 
Rockie Yeo |
Launch Coach (South East Asia)  
Les
 Mills Asia Pacific - Malaysia | [email-masked] 
Unit
 8.02, Level 8, Wisma E&C, No 2, Lorong Dungun Kiri, Damansara Heights, 50490, Kuala Lumpur, Malaysia 
tel

+6 03 2720 8604 | ext 204 | fax +6 03 2726 2947   
 mobile +6 019 754 1319
 | www.lesmills.com.au 

 

  
 
 The
 contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and the attachments. 

 
BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN
 TO MOVE®, CLUB COUNT®, CXWORX®,  IMMERSIVE FITNESS®, LES MILLS BARRE™, LES MILLS GRIT®, LES MILLS SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH’BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP®, are all registered trademarks of Les Mills Asia Pacific.