Subject: New Reply Received - Livewire Warrington lesMills virtual ipad
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 09 Mar 2020 13:33:38 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Livewire Warrington lesMills virtual ipad   Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>Hi,</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>I believe that the app was deleted off the ipad and installed again, because it wouldn’t load?</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>Do I just follow the link in the last email on resolve the issue?</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084192-i-m-seeing-the-error-message-looks-like-there-are-no-studios-that-can-be-registered-to-the-account-right-now-" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084192-i-m-seeing-the-error-message-looks-like-there-are-no-studios-that-can-be-registered-to-the-account-right-now-</a></span><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'></span>
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<div class="MsoNormal"><i><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Thanks</span></i></div>
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<div class="MsoNormal"><i><span style='font-family:"Calibri",sans-serif;color:#1F497D'>Debbie 
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<i><span style='font-family:"Calibri",sans-serif;color:#1F497D'>Debbie Porrino
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<span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>ICT Support</span><i><span style='font-family:"Calibri",sans-serif;color:#1F497D'></span></i>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span></div>
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<b><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>01925 625334</span></b><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'></span>
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<a href="http://www.livewirewarrington.co.uk/" rel="noreferrer"><b><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;text-decoration:none'><img width="193" height="63" id="_x0000_i1036" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjAyMTgwNzIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.J4iHe1U9789GBNBXBD4_pTK8_XuMaE8JYEGZ7Uc0o78" alt="Livewire"></span></b></a><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>                           
<img width="72" height="71" id="_x0000_i1035" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjAyMTgwNzMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.Xe_HZXle_XL4rH46Y9GM0no1ZbPx_bPXtk46JFHE53g" alt="CW_Logo-CMYK"></span>
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<span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#C45911'><a href="http://www.livewirewarrington.co.uk/" rel="noreferrer">www.livewirewarrington.co.uk</a></span><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>                
</span><u><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#7030A0'><a href="http://www.culturewarrington.org/" rel="noreferrer"><span style="color:#7030A0">www.Culturewarrington.org</span></a>
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<a href="www.livewirewarrington.co.uk/starttoday" rel="noreferrer"><span style="color:#0563C1;text-decoration:none"><img width="594" height="115" id="_x0000_i1034" src="http://www.livewireintranet.co.uk/images/EmailSignature/94904_New_Year_Campaign_2020_-_e-Footer_v22.jpg" alt="http://www.livewireintranet.co.uk/images/EmailSignature/94904_New_Year_Campaign_2020_-_e-Footer_v22.jpg"></span></a><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'></span>
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<div>From:<span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'> Les Mills International [mailto:[email-masked]]
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<b>Sent:</b> 09 March 2020 13:29<br>
<b>To:</b> Porrino, Debbie &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked]; Critchley, Mike &lt;[email-masked]&gt;; Daniels, John &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Livewire Warrington lesMills virtual ipad</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Porrino, Debbie,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks for confirming the username. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The error message has got nothing to do with the App Updation and is usually seen if the Virtual App was deleted.  Please find out if one of your staffs may have deleted
 the Virtual App in order to update it which may have caused this issue. We do not recommend deleting the App because this breaks the connection between the iPad and the scheduler and deletes all the downloaded content.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Please click on the link given below: </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/36000084192-i-m-seeing-the-error-message-looks-like-there-are-no-studios-that-can-be-registered-to-the-account-right-now-" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084192-i-m-seeing-the-error-message-looks-like-there-are-no-studios-that-can-be-registered-to-the-account-right-now-</a>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>and follow the instructions to re-link the iPad to the scheduler.</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'>We will keep this ticket open for a couple of days. Please do not hesitate to contact us for any further queries.</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'>Nusan<br>
Customer Service<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3391" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3391</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 10 Mar at 2:05 AM
<span class="separator">, Porrino, Debbie &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>Hi</span></div>
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<span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>Yes that is our username</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<i><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Thanks</span></i><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<i><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Debbie 
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<i><span style='font-size:10.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Debbie Porrino
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<span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>01925 625334</span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="http://www.livewirewarrington.co.uk/" rel="noreferrer"><b><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;text-decoration:none'><img width="193" height="63" id="_x0000_i1025" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjAyMTQ0NjQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.iPlzdDHUBVHPD3eM6tuaoLEuYwMj5M4SRmhg26ZWQvw" alt="Livewire"></span></b></a></span><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>                           
<img width="72" height="72" id="_x0000_i1026" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjAyMTQ0NjUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.Sf4NaEPUnbAsY4uHl8JXeC2cq8Zbj1jElMnKu0rdBWU" alt="CW_Logo-CMYK"></span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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</span><u><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#7030A0'><a href="http://www.culturewarrington.org/" rel="noreferrer"><span style="color:#7030A0">www.Culturewarrington.org</span></a>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From:</span><span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'> Les Mills International [<a href="mailto:[email-masked]" rel="noreferrer">mailto:[email-masked]</a>]
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<b>Sent:</b> 09 March 2020 13:02<br>
<b>To:</b> Porrino, Debbie &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>; Critchley, Mike &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Daniels, John &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;;
 Forester, Kevin &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Livewire Warrington lesMills virtual ipad</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'>Hi Porrino, Debbie,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks for reaching out to us and for the screenshot that you sent above.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>However, in order to troubleshoot further, we would need to know your 6 digit username.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you please confirm if your username is
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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'>Customer Service<br>
Les Mills Virtual App</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3391" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3391</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 10 Mar at 1:33 AM
<span class="separator">, Porrino, Debbie &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 Afternoon,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Following a software update to ios 13.3.1 we have had a problem with our lesMills app</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We have been running LesMills Virtual (on Demand) on out ipad pro (10.5 inch) recently updated to ios 13.3.1.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The staff have come to the ipad today and someone has logged out of the account on the app. I have tried to log back in and got the following message below</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>When I click ok it just takes me back to the logon screen</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>All the log on details are correct because I am loaded onto the scheduler on my PC with the same details.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I have tried rebooting the ipad, uninstalling the app and installing it again and I just get the same message.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The scheduler on the PC is showing that we have on demand scheduled in the group cycle studio</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Without this app working we are not able to run any of our virtual spin class .</span></div>
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<i><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks</span></i><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3391