Subject: New Reply Received - [email-masked]
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 05 Mar 2020 10:09:03 +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 Pritish,
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She mentioned that the TRIP Live 17 was cut off 20 min in screen went black that happened Wed 4 March on the morning class. This has happened 5 times on different classes but she did not give me any further details regarding dates and time.<br>
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Since TRIP Live is instructor lead the use the OnDemand function to start the class so it wont probably be scheduled in the schedular.
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They only have the cycling programs and the one that the owner refers to are TRIP Live.<br>
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Cheers, Ads</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> Thursday, 5 March 2020 11:03<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'>Thanks for updating us on that. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>May I know apart from the re-download issue for the TRIP classes if the club has faced any challenges with Virtual Classes?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>​I do see that we have already updated you on the download part of the ticket however, would like to know more if they are facing challenges when playing classes like if
 it is inturrupted, cutting off etc. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>If yes, could you also let us know what programs they are having issues with and also the date/time of the issue.</span></div>
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<div class="MsoNormal"><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: <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 10:17 PM
<span class="separator">, Adam Gripenblom &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span lang="EN-GB" style='font-size:10.0pt;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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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>From:</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue",serif'> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Wednesday, 4 March 2020 22:37<br>
<b>To:</b> Adam Gripenblom &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>
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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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<div class="MsoNormal"><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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<div class="MsoNormal"><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>
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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?
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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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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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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3379