Subject: New Reply Received - [email-masked]
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 05 Mar 2020 09:17:07 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  [email-masked]  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span lang="EN-GB" style='font-family:"Arial",sans-serif;color:#404040;mso-fareast-language:EN-US'>Hi AJ,
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It is Motionshuset in Falkenberg<br>
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The club owner mentioned that TRIP 18 had disappeared from the downloads last week when new releases where uploaded and she did a manual refresh. That´s why I thought it could be an issue with the Wifi if a lost connection could have interrupted the upload
 and once connection was established restart the download.<br>
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I have asked here to set the Night Scheduled Download just in case and also asked her to send med the specific EDID model. What I know is that they have used all the correct MHD but you never know =)<br>
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Talk soon, Cheers Adam</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> Wednesday, 4 March 2020 22:37<br>
<b>To:</b> Adam Gripenblom &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: [email-masked]</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Hi Adam,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Regarding the Trip Live classes, Level 2 has checked and these were manually refreshed, i.e. the club re-downloaded these in the App, by going into the Settings &gt; Manage
 Downloads screen.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Please let us know about the AV setup and the club's AV provider as detailed in our previous email.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Thank you,<br>
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AJ<br>
Customer Services<br>
Les Mills Virtual App</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3379" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3379</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>On Thu, 5 Mar at 8:04 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 Neue",serif'>Hi Adam,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Thank you for reaching out to us today.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>The WiFi connection looks steady, however we can see that the TRIP classes did refresh (re-download). We're looking into this with Level 2 and will get back to you asap.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>That said, we also see 6 disconnections as well as 23 pauses over the last 7 days. A disconnection points to an issue with the AV setup. We don't recommend pausing classes,
 since this will cause the paused class to end early. For example, if a class is paused for 1 minute, it will then end 1 minute early.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Could you help us confirm the club is using all the required equipment, please?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>​<a href="https://lesmillsvirtualapp.freshdesk.com/a/solutions/articles/36000084204?lang=en" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/a/solutions/articles/36000084204?lang=en</a> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Please also help us out with the club name, and please feel free to cc the club's AV provider as needed for the AV setup information.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Thank you,<br>
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AJ<br>
Customer Services<br>
Les Mills Virtual App</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3379" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3379</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>On Thu, 5 Mar at 7:16 AM
<span class="separator">, Adam Gripenblom &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span lang="EN-GB" style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#404040'>Hi team,
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Hope you are all well =)<br>
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Could you do a check on the following user &gt; </span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica Neue",serif'><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>
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</span><span lang="EN-GB" style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>The issues are the following:<br>
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Last week TRIP 18 Virtual &amp; Live disappeared from the app and then reappeared. Today it looks like the app started to redownload TRIP 17, 18, 19  Virtual &amp; Live this happened prior a TRIP live was supposed to starts so the class was delayed.<br>
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Could you check if there has been any issues with the APP also if it might have lost Wifi connection? Or if you have any ideas what might have happened?</span><span lang="EN-GB" style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>
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<span lang="EN-GB" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'>Les Mills Nordic AB |
</span><span lang="EN-US" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'>Communication Manager
</span><span lang="EN-GB" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'>|
</span><span lang="EN-GB" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7F7F7F'><a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a> |
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</span><span lang="en-SE" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7F7F7F'>Birger Jarlsgatan 57A</span><span lang="EN-GB" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7F7F7F'>,
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</span><b><span lang="EN-US" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:gray'>LES MILLS </span></b><span lang="EN-US" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:gray'>| FOR A FITTER PLANET<br>
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</span></b><b><span lang="EN" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'>UNDEFEATED FOR 20 YEARS</span></b><span lang="en-SE" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'><br>
</span><span lang="EN" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'>BODYCOMBAT® constantly reinvents, remaining the world's top martial
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arts-inspired training program. The group effect motivates your members <br>
and delivers real results. Easy to implement and easy to teach, <br>
it's a knockout success from the first punch.</span><span lang="EN-GB" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'><br>
</span><span lang="en-SE" style="font-size:12.0pt;font-family:markot;color:black"><a href="https://contact.lesmills.com/nordic-bodycombat" rel="noreferrer"><span lang="EN-US" style='font-size:8.0pt;font-family:"Arial",sans-serif'>Read more&gt;&gt;</span></a></span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>
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