Subject: New Reply Received - 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,  The customer has responded to the ticket.  Les Mills Virtual Settings  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style='font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>Hi Marika,</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>The problem is solved. There was a mechanic of their AV partner at the club and he solved the problem.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>Have a nice weekend,</span></div>
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<span lang="EN-US">Best regards,<br>
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</span><a href="http://www.lesmills.nl/" rel="noreferrer"><span style="text-decoration:none"><img width="200" height="26" style="width:2.0833in;height:.2708in" id="_x0000_i1042" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjAwNTQyMjAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.w7qLzbogWiu00S7EGQZr6XY3NgkmUnv7QAvs7NRo5M4"></span></a><span lang="EN-US"><br>
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<b>Pierre Tromp</b><br>
<i>Club Performance Coördinator</i><br>
</span><a href="https://www.facebook.com/LesMillsNetherlandsBelgium" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1041" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjAwNTQyMjEsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.CV-ZfxUcENNWGthJdBxN0OJaTNOmK1dYbghs6AXabyg"></span></a><span lang="EN-US"> 
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</span><a href="https://www.linkedin.com/company/hdd-group-les-mills" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1039" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjAwNTQyMjMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.OFiCAYqa7jp0QphC3vo-9d-zRd-MgS6bQjSNFy3Huyo"></span></a><span lang="EN-US"><br>
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Elzenweg 37<br>
5144 MB Waalwijk<br>
The Netherlands<br>
Web: </span><a href="http://www.lesmills.nl" rel="noreferrer"><span lang="EN-US">www.lesmills.nl</span></a><span lang="EN-US"><br>
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</span><a href="https://contact.lesmills.com/why_grit" rel="noreferrer"><span style="text-decoration:none"><img width="650" height="150" style="width:6.7708in;height:1.5625in" id="_x0000_i1037" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjAwNTQyMjUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.1gJo1NPt337VV7bUTISlu3dtaufuKHKzy33qN9-vxKo"></span></a><span lang="EN-US" style='font-family:"Trebuchet MS",sans-serif'></span>
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<b>Van:</b> Les Mills International &lt;[email-masked]&gt;
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<b>Verzonden:</b> vrijdag 6 maart 2020 1:50<br>
<b>Aan:</b> Pierre Tromp &lt;[email-masked]&gt;<br>
<b>Onderwerp:</b> Re: Les Mills Virtual Settings</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Pierre,</span></div>
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We're just following up with you.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We can see that they have already updated the App version.</span></div>
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We look 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'>Best Regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Marika</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Customer Service</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Les Mills Virtual App</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3351" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3351</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Mon, 2 Mar at 2:50 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 Pierre,<br>
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Hope everything is well.<br>
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We are following up with you in regards to the black screen issue that you reported.<br>
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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.<br>
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Looking forward to hearing from you.<br>
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Kind Regards,<br>
Nusan<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3351" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3351</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 28 Feb at 1:33 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 Pierre,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your prompt reply.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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. </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/36000084198-how-do-i-upgrade-to-the-latest-version-" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084198-how-do-i-upgrade-to-the-latest-version-</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Do let us know how it goes. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Warm regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Olesia</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3351" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3351</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 28 Feb at 12:21 AM
<span class="separator">, Pierre Tromp &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:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>Hi Pritish,</span></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>Yes that’s exactly the case as you mentioned in your second sentence.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>I contacted the club and they are going to follow your steps for force close.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>They will inform me about the progress/result and I will pass this on to you.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best regards,<br>
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</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="http://www.lesmills.nl/" rel="noreferrer"><span style="text-decoration:none"><img width="200" height="25" style="width:2.0833in;height:.2604in" id="_x0000_i1025" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNTk0MTI0MzMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.sW2U2lduiTqbFQY3MFutP66KE4oDrU1i8Bo1O9_scGY"></span></a></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
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<b>Pierre Tromp</b><br>
<i>Club Performance Coördinator</i><br>
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Elzenweg 37<br>
5144 MB Waalwijk<br>
The Netherlands<br>
Web: </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="http://www.lesmills.nl" rel="noreferrer"><span lang="EN-US">www.lesmills.nl</span></a></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
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<b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Van:</span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Verzonden:</b> donderdag 27 februari 2020 11:40<br>
<b>Aan:</b> Pierre Tromp &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Onderwerp:</b> Re: Les Mills Virtual Settings</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Pierre,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for reaching out to us. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​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. </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/36000154214-how-to-force-close-the-app" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000154214-how-to-force-close-the-app</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>If this does not resolve the issue could they send us a photo of the Device settings page and also the display? </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Looking forward to your update.</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/3351" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3351</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Thu, 27 Feb at 11:19 PM
<span class="separator">, Pierre Tromp &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span style='font-size:10.0pt;font-family:"Trebuchet MS",sans-serif'>Hi Supportteam,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Trebuchet MS",sans-serif'>For Snap Fitness Den Haag (username
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>) we are facing a problem:</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Trebuchet MS",sans-serif'>The club has a black screen during the times when there are no classes and we have put the
</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Calibri Light",sans-serif'> </span><span lang="EN-US" style='font-size:10.0pt;font-family:"Trebuchet MS",sans-serif'>“Enable External Screen Saver”  to</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Calibri Light",sans-serif'>
</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Trebuchet MS",sans-serif'>ON (in menu device settings)</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Trebuchet MS",sans-serif'>With other clubs this works fine but with them not.</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Trebuchet MS",sans-serif'>The classes are playing and working fine though.</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Trebuchet MS",sans-serif'>Can you help me out please?</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'>Met vriendelijke groet,<br>
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<a href="http://www.lesmills.nl/" rel="noreferrer"><span style="text-decoration:none"><img width="200" height="25" style="width:2.0833in;height:.2604in" id="_x0000_i1031" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNTk0MDU2MjcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.BGuTLPQusAwVoyxui_Uqr4NuvOz1yZp7m8GXmbrG-I0"></span></a><br>
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<b>Pierre Tromp</b><br>
<i>Club Performance Coördinator</i><br>
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Elzenweg 37<br>
5144 MB Waalwijk<br>
Tel: +31 (0)416 34 97 25<br>
Web: <a href="http://www.lesmills.nl" rel="noreferrer">www.lesmills.nl</a><br>
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  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3351