Subject: New Reply Received - No video on external display
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 18 Mar 2020 18:42:13 +0000 (UTC)

Hi Pritish Nandi,  The customer has responded to the ticket.  No video on external display  Ticket comment <div dir="ltr">
<div class="gmail_default" style="font-size:large">AJ, here is the pic you requested. Any classes from programmes not included here will not play. They don't have the little play icon on class thumbnail in the scheduler either. </div>
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<br><div class="gmail_chip gmail_drive_chip" style="width:396px;height:18px;max-height:18px;background-color:#f5f5f5;padding:5px;color:#222;font-family:arial;font-style:normal;font-weight:bold;font-size:13px;border:1px solid #ddd;line-height:1"><a href="https://drive.google.com/file/d/129DsbXasCA6WIXdc7HI-U8IHGkCu9KUC/view?usp=drive_web" target="_blank" style="display:inline-block;overflow:hidden;text-overflow:ellipsis;white-space:nowrap;text-decoration:none;padding:1px 0px;border:none;width:100%" rel="noreferrer"><img style="vertical-align: bottom; border: none" src="https://drive-thirdparty.googleusercontent.com/16/type/image/jpeg"> <span dir="ltr" style="color:#15c;text-decoration:none;vertical-align:bottom">4491734783842665293.jpg</span></a></div>
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<div>On Wed, Mar 18, 2020 at 11:52 AM Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:<br>
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<div dir="ltr">Hi Jake,</div>
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<div dir="ltr">Can you send us a screenshot of the programs in the app, please?</div>
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<div dir="ltr">Thank you,<br><br>AJ<br>Customer Services<br>Les Mills Virtual App<br>
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<br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3416" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3416</a>
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              On
              Thu, 19 Mar at  5:45 AM
              <span>,  Jake Mitchell &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:
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<div class="gmail_default" style="font-size:large">AJ, I have figured out what is wrong with Studio 2 at DAC. When I went into Settings on the app and into Programmes it shows only 5 categories of classes, instead of them all that show "active" in our account. So if we schedule BodyWorks or anything that isn't in the 5 they won't download, won't play.</div>
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<div class="gmail_default" style="font-size:large">Jake</div>
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<div>On Tue, Mar 17, 2020 at 2:16 PM Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer" target="_blank">[email-masked]</a>&gt; wrote:<br>
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<div dir="ltr">Hi Jake,</div>
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<div dir="ltr">I've tried calling 9016268967 a couple of times, but each time there was no answer.</div>
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<div dir="ltr">Spinning circles mean those classes are still downloading. Since the app was deleted, this also deletes the content, so your content is now downloading. You can monitor the progress of the downloads by unlocking the padlock in the top right in the app, and navigating to 'Settings &gt; Manage Downloads'.</div>
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<div dir="ltr">In order to maximize the download ETC, please review the steps here:</div>
<div dir="ltr"><a href="https://lesmillsvirtualapp.freshdesk.com/a/solutions/articles/36000054280?lang=en" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/a/solutions/articles/36000054280?lang=en</a></div>
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<div dir="ltr">It can take some time for any changes in the Scheduler to reflect in the timetable in the app.</div>
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<div dir="ltr">Please let us know how it goes.</div>
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<div dir="ltr">Thank you,<br><br>AJ<br>Customer Services<br>Les Mills Virtual App<br>
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<br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3416" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3416</a>
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              On
              Wed, 18 Mar at  8:05 AM
              <span>,  Jake Mitchell &lt;<a href="mailto:[email-masked]" rel="noreferrer" target="_blank">[email-masked]</a>&gt;  wrote:
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<div class="gmail_default" style="font-size:large">My phone did not ring. Did you call 9016268967?</div>
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<div class="gmail_default" style="font-size:large">I noticed earlier that the Studio 2 virtual scheduler online did not match exactly what I was seeing on the ipad for Studio 2. So when I reinstalled the app on the iPad I noticed it was reloading all the classes (the little status circle was spinning next to the calendar entry). Then everything looked to "realign." After the the 2pm class came on as it should. </div>
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<div class="gmail_default" style="font-size:large">Something went wrong in the initial sync between the new iPad and the virtual scheduler, IMO. At any rate it's working now. Thank you.</div>
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<div>On Tue, Mar 17, 2020 at 2:01 PM Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer" target="_blank">[email-masked]</a>&gt; wrote:<br>
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<blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex"><div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px'>
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<div dir="ltr">Hi Jake,</div>
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<div dir="ltr">I tried calling, but the call wasn't answered. Could you give us a call at your convenience at 312-818-2271, please?</div>
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<div dir="ltr">Glad to hear that manual playback works. If there were classes scheduled, then that would affect playback. Please try scheduling a new class via the Scheduler:</div>
<div dir="ltr"><a href="https://lesmillsvirtualapp.freshdesk.com/a/solutions/articles/36000084219?lang=en" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/a/solutions/articles/36000084219?lang=en</a></div>
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<div dir="ltr">To cancel a scheduled class, please click on the program you would like to update in the Scheduler. An update pop up should appear. Click REMOVE.</div>
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<div dir="ltr">For your reference, here are the steps for the full AV setup:</div>
<div dir="ltr"><a href="https://lesmillsvirtualapp.freshdesk.com/a/solutions/articles/36000084204?lang=en" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/a/solutions/articles/36000084204?lang=en</a></div>
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<div dir="ltr">Please let us know how it goes. We'll keep this ticket open for another 48 hours.</div>
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<div dir="ltr">Thank you,<br><br>AJ<br>Customer Services<br>Les Mills Virtual App</div>
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<br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3416" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3416</a>
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