Subject: Ticket re-opened - [#3368] Unable to Play classes
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 09 Mar 2020 15:28:12 +0000 (UTC)

Hi Pritish Nandi,  Ticket “#3368 – Unable to Play classes” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3368 to view the ticket.  Ticket comment   
 Hello Marika/Pedro, 

  

 Apologies for the delay in the response, I can confirm that we had an engineer on site investigate to confirm no issues on the AV/Network Equipment from Hutchison and that there was no faults. 

  

 Our engineer found that the issue was on the Nuffield network that feeds into the Hutchison equipment, therefore was over with Nuffield IT to investigate and resolved. 

  

 Pedro, Can you please confirm if you are still having any further issues? 

  

 Kind Regards, 
Drew 

  

  

 From: Les Mills International <[email-masked]>
 
Sent: 05 March 2020 01:22 
To: [email-masked] 
Cc: Helpdesk <[email-masked]> 
Subject: Re: Unable to Play classes

 

 

 Hi Pedro, 

 

   

 
 This is just a follow-up email regarding the issue that the Club facing a few days ago. 

 

   

 
 Upon checking in our back end data, we still can see that the Club does not have a stable internet connection. This will result in the Virtual App to not sync properly and
 downloads will not be progressing.  

 

   

 
 We highly recommend you to connect to a fast and stable internet connection to play classes smoothly. 

 

   

 
 Also, we see some pause events in your end which we do not recommend because it will result in the class stopping early.  

 

   

 
 @ Hi Hutchison Team, 

 

   

 
 Kindly please help out Pedro to resolve the issue and do let us know the update. 

 

   

 
 Best Regards, 

 
 
 Marika 

 
 
 Customer Service 

 
 
 Les Mills Virtual App 

 

   

 

 

 ​ 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3368 

 

  

 

 
 
On Tue, 3 Mar at 5:29 AM
, Les Mills International <[email-masked]> wrote:

 

 
 Hi Pedro, 

 
 ​ 

 
 
 Thank you for your call today.  

 
 
 ​ 

 
 
 As discussed it seems that your internet connection is not working correctly due to which the automation commands are not working as well.  

 
 
 ​ 

 
 
 This is also the reason the download in progress bar is not moving further. I have cc'd Hutchisons who have installed the Virtual Setup for you to help you out with it.  

 
 
 ​ 

 
 
 @ Hi Hutchison Team, 

 
 
 ​ 

 
 
 Could you please help Pedro with the automation and internet issues. They are unable to play any virtual class at this time. Some feedback form what we understood.  

 
 
 ​ 

 
 
 -They are using TCP and Automation control unit which is not accepting any commands. 

 
 
 - We have tried checking the internet connection and it seems it is not working. They are unable to load app store or other internet based applications.  

 
 
 - The projector was turned on manually however it keeps the screen on Techno. This was suppose to switch from techno (Live class screen) to Virtual Screen 

 
 
 - Also the lights which are a part of the automation are not changing color. 

 

   

 
 Do let us know if you need any further information from the Virtual Part.  

 

   

 
 Warm Regards, 
Pritish 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3368  

 

  

 

 
 
On Tue, 3 Mar at 5:08 AM
, Pedro Silva <[email-masked]> wrote:

 

 
 Unable to Play classes 

 

 

 

 

 
 
Helpdesk  
+44 (0)333 2407369 
Hutchison Technologies Ltd 
Innovation Centre, 1 Harrison Road,
Dundee,
DD2 3SN 

 
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