Subject: Ticket re-opened - [#3351] Les Mills Virtual Settings
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 06 Mar 2020 09:25:32 +0000

Hi Pritish Nandi,  Ticket “#3351 – Les Mills Virtual Settings” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3351 to view the ticket.  Ticket comment   
 Hi Marika, 

  

 The problem is solved. There was a mechanic of their AV partner at the club and he solved the problem. 

 Have a nice weekend, 

  

 
Best regards, 

 
Pierre Tromp 
Club Performance Coördinator 

 
 
Elzenweg 37 
5144 MB Waalwijk 
The Netherlands 
Web: www.lesmills.nl 

 

  

  

 
Van: Les Mills International <[email-masked]>
 
Verzonden: vrijdag 6 maart 2020 1:50 
Aan: Pierre Tromp <[email-masked]> 
Onderwerp: Re: Les Mills Virtual Settings 

   

 
 Hi Pierre, 

 

We're just following up with you. 

 

   

 
 Is the club still getting the “Enable External Screen Saver” error? If so, please have them take a pic of the App showing the screensaver settings, so we can troubleshoot
 further.  

 

   

 
 We can see that they have already updated the App version. 

 

We look forward to hearing from you. 

 

   

 
 Best Regards, 

 
 
 Marika 

 
 
 Customer Service 

 
 
 Les Mills Virtual App 

 

   

 

 

 ​ 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3351 

 

  

 

 
 
On Mon, 2 Mar at 2:50 AM
, Les Mills International <[email-masked]> wrote:

 

 
 ​Hi Pierre, 
 
Hope everything is well. 
 
We are following up with you in regards to the black screen issue that you reported. 
 
Did you hear from the club if they were able to resolve the issue with the instructions provided? If not, please ask them for the photo of the App showing the screensaver settings and update their App as mentioned in the earlier email. 
 
Looking forward to hearing from you. 
 
Kind Regards, 
Nusan 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3351  

 

   

 

 
On Fri, 28 Feb at 1:33 AM
, Les Mills International <[email-masked]> wrote:

 

 
 Hi Pierre, 

 

 

 Thank you for your prompt reply. 

 

   

 
 Sure, we will await for your feedback. If this does not resolve the issue could you please advise them to send us a photo of the App showing the screensaver settings.  

 

   

 
 In additionally, we do see that the customer have not updated the app to latest version which is 1.13.0. Could you also advise them to update the app by following the steps.  

 

   

 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084198-how-do-i-upgrade-to-the-latest-version- 

 

   

 
 Do let us know how it goes.  

 

   

 
 Warm regards, 

 
 
 Olesia 

 
 
 Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3351  

 

  

 

 
 
On Fri, 28 Feb at 12:21 AM
, Pierre Tromp <[email-masked]> wrote:

 

 
 Hi Pritish, 

 

 

 
Yes that’s exactly the case as you mentioned in your second sentence.

 

 
I contacted the club and they are going to follow your steps for force close.

 

 
They will inform me about the progress/result and I will pass this on to you.

 

   

 

Best regards, 

 
Pierre Tromp 
Club Performance Coördinator 

 
 
Elzenweg 37 
5144 MB Waalwijk 
The Netherlands 
Web: www.lesmills.nl 

 

 

 

 

 

 
Van: Les Mills International <[email-masked]>
 
Verzonden: donderdag 27 februari 2020 11:40 
Aan: Pierre Tromp <[email-masked]> 
Onderwerp: Re: Les Mills Virtual Settings

 

   

 

 
 
 Hi Pierre, 

 

 
 ​ 

 

 
 Thank you for reaching out to us.  

 

 
 ​ 

 

 
 I am sorry however the issue a bit unclear. Are you advising that the club has " External Screensaver" enabled but still they can see black screen? 

 

 
 ​ 

 

 
 ​If yes, could you please ask them for force close the app and open the virtual app again and see if the issue is resolved.  

 

 

 

 
 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000154214-how-to-force-close-the-app 

 

 

 

 
 
 If this does not resolve the issue could they send us a photo of the Device settings page and also the display?  

 

 
 ​ 

 

 
 Looking forward to your update. 

 

 
 ​ 

 

 
 Warm Regards, 
Pritish 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3351 

 

 

 

 

 
 
 On Thu, 27 Feb at 11:19 PM
, Pierre Tromp <[email-masked]> wrote:

 

 

Hi Supportteam,

 

 

 

 

 
For Snap Fitness Den Haag (username
[email-masked]) we are facing a problem:

 

 

 
The club has a black screen during the times when there are no classes and we have put the
 “Enable External Screen Saver”  to
ON (in menu device settings)

 

 

 
With other clubs this works fine but with them not.

 

 

   

 

 
 
The classes are playing and working fine though.

 

 

 
Can you help me out please?

 

 

   

 

 
 Met vriendelijke groet, 

 
Pierre Tromp 
Club Performance Coördinator 

 
 
Elzenweg 37 
5144 MB Waalwijk 
Tel: +31 (0)416 34 97 25 
Web: www.lesmills.nl 

 

 

 

 

 

 

3351:859387