Subject: New Reply Received - Virtual Issues
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Sun, 07 Jun 2020 18:57:36 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual Issues  Ticket comment <div><div dir="auto">Charlotte,</div></div>
<div dir="auto"><br></div>
<div dir="auto">I have done every step on the laptop and both iPads. Nothing is working and I don’t have any studios showing green on the iPad. One is red and one is gray<div><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjY0NTEzOTcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.NhEdJS-opBysRZfJukGCjaW-iV1LbSd_BHBJNWGYSUg" style="max-width: 100%"></div>. Please see attached screenshot. </div>
<div>
<br><div class="gmail_quote"><div dir="ltr" class="gmail_attr"></div></div>
</div>
<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>On Sat, Jun 6, 2020 at 10:26 PM Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:<br>
</div>
<blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left-width:1px;border-left-style:solid;padding-left:1ex;border-left-color:rgb(204,204,204)">
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px'>
	<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px'>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Hi Heather,</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>​<br>
</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>I can't see that any classes have been scheduled yet as the timetable on your Scheduler is blank (see below).  Please login via a desktop computer using your username (<a href="mailto:[email-masked]" target="_blank" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif' rel="noreferrer">[email-masked]</a>) and the password that you created to start adding classes to your timetable.  Double click on the time slot you'd like the class to appear in to open up the scheduling options, once scheduled the class will take up to 20 minutes to appear on the iPad timetable.</div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'><br></div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>If you have concerns about whether the iPad and Scheduler are in sync, you can run a diagnostics test on the App by unlocking the padlock to the top right, and navigating to SETTINGS &gt; Version &gt; Run Diagnostics test, which should re-establish the connection or alert you to where the issue is.  I can see that the two iPads are currently in sync because they're both green on the Scheduler timetable below, if they were orange or red this suggests they're not in sync and to run a diagnostics.</div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'><br></div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Here's the link to login to the Scheduler via desktop computer:</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>
<a href="https://uk.lesmillsvirtual.com/virtual/login" rel="noreferrer" target="_blank" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>https://uk.lesmillsvirtual.com/virtual/login</a> </div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>​<br>
</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjY0MzU0NTYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.hKDIlfRaiHk3oa0kd84TPh2uL6zvBUstfvxcvjZpJtc" style='width: 458px; font-family: "Helvetica Neue", Helvetica, Arial, sans-serif'></div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>​<br>
</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>​I hope this helps.</div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'><br></div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Kind regards</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>​<br>
</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Charlotte</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>
<br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3600" rel="noreferrer" target="_blank" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3600</a>
</div>
</div>
</div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px'><div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px'>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'><div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'><br></div></div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>
            <blockquote style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>
              On
              Sat, 6 Jun at  1:52 PM
              <span style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>,  Heather Biddle &lt;<a href="mailto:[email-masked]" target="_blank" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif' rel="noreferrer">[email-masked]</a>&gt;  wrote:
              <div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>I won’t be in the gym until tomorrow, so I’ll check them out. </div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'><br></div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>What should I do if they still don’t have any classes showing up in the timetable?</div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'><br></div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Thanks. <br><div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>
<br><div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Heather:)</div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'><br></div>
<br><div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'><div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Sent from my iPhone</div></div>
</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>
<br><blockquote style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'></blockquote>
</div>
</div>
</div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'><blockquote style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>On Jun 5, 2020, at 7:39 PM, Les Mills International &lt;<a href="mailto:[email-masked]" target="_blank" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif' rel="noreferrer">[email-masked]</a>&gt; wrote:<br><br>
</div>
<blockquote style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'><div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px'>
	<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px'>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Hi Heather,</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>​<br>
</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>My apologies, it appears we've misdiagnosed the issue you reported, your Virtual account looks fine. </div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>​<br>
</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>I can see your 2 iPads are in sync with the Scheduler now so please let me know if you still need support.  A class that is scheduled can take up to 20 minutes to sync to the iPad, so please ensure you schedule at least 30 minutes in advance of the class start time.</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>​<br>
</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Many thanks</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>​</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Charlotte<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3600" rel="noreferrer" target="_blank" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3600</a>
</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'><div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'><br></div></div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>
            <blockquote style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>
              On
              Sat, 6 Jun at  7:39 AM
              <span style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>,  Les Mills International &lt;<a href="mailto:[email-masked]" target="_blank" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif' rel="noreferrer">[email-masked]</a>&gt;  wrote:
              <div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px'>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Hi Heather,</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>​<br>
</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Thank you for reaching out to us today. We are sorry to hear about your issue with the Virtual.</div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'><br></div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>I have checked your account information and found that your subscription to virtual programs is still not active.That is why you do not see classes on your schedule. It is best to contact your Customer Experience Manager according to your account information, this is Kristen Pitman (<a href="mailto:[email-masked]" target="_blank" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif' rel="noreferrer">[email-masked]</a>). She will be more competent in this matter.</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>
<br>I see that both of your iPad are connected to the network and synchronized with the scheduler. If you are still experiencing any issues with Les Mills Virtual, please let us know.</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'><br></div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>​We will keep this ticket open for another 48 hours if you have any further questions.<br>​<br>Warm Regards,<br>Olesia<br>Customer Services<br>Les Mills Virtual App</div>
<div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>
<br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3600" rel="noreferrer" target="_blank" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3600</a>
</div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>
            <blockquote style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>
              On
              Sat, 6 Jun at  6:04 AM
              <span style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>,  Heather Biddle &lt;<a href="mailto:[email-masked]" target="_blank" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif' rel="noreferrer">[email-masked]</a>&gt;  wrote:
              <div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Our iPads are not syncing with the virtual scheduler. No classes showing up on timetable. One iPad doesn't show up as being linked under manage devices.  Please help.</div>
</div>
            </span>
</blockquote>
           </div>
</div>
            </span>
</blockquote>
           </div>
</div>

	

</div>
</div></blockquote>
</blockquote></div>
            </span>
</blockquote>
           </div>
</div></div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px'>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px'></div>

	

</div>
</blockquote>-- <br><div dir="ltr" class="gmail_signature">Heather<br><br>Heather M. Biddle<br>
</div>
</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3600