Subject: New Reply Received - Virtual App Support - Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 11 Jun 2020 19:22:53 +0000 (UTC)

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual App Support - Les Mills  Ticket comment <div><div dir="auto">Yes they both just stopped - audio and video. Our GM is sure that no pausing occurred &#128556;</div></div>
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<div>On Thu, Jun 11, 2020 at 1:10 PM 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 Jennifer,</div>
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<div dir="ltr">Thank you for your prompt response.</div>
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<div dir="ltr">I have checked and both of your studios have no faulty downloads. But I can see that on June 10, 2020 BODYPUMP 106 (45 Mins) was paused the first minute after a manual start and was resumed after 12 minutes. Thus, this led to the fact that the class ended 12 minutes earlier than expected.</div>
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<div dir="ltr">However, at that moment when the class was cut off, any error was displayed on the screen? Did audio and video stop at the same time?</div>
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<div dir="ltr">We are looking forward to hearing from you.<br><br>Best Regards,<br>Olesia<br>Customer Service<br>Les Mills Virtual App<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3609" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3609</a>
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              Fri, 12 Jun at  7:03 AM
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<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><blockquote><span>,  Jennifer Thompson &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:
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<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><blockquote><span><div dir="ltr">They are not pausing it - it stops on them.  What would cause this?  Our GM, who is a pump instructor, was one that was in the room for 106 and she confirmed they did not pause the video at all.  They hit play, and started the workout and it just cut out on them.</div>
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<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><blockquote><span><div><blockquote>
<div>On Thu, Jun 11, 2020 at 11:34 AM 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 Jennifer,</div>
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<div dir="ltr">Thank you for reaching out to us today.</div>
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<div dir="ltr">I took a look at our internal data and there seems to be no problems with the mentioned classes in Studio1:</div>
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<div dir="ltr">June 10, 2020 BODYPUMP 106 (45 Mins) 3:12 PM - started manually, paused for 14 min, resumed and played to completion, total playback time 43 min</div>
<div dir="ltr">June 6, 2020 BODYPUMP 112 (45 Mins) 1:02 PM - manually started, paused thrice for 12 min, total playback time 43 min</div>
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<div dir="ltr">Also I didn't find any issues with classes in Studio 2.</div>
<div dir="ltr">The reason why classes end ahead of time is pauses. You are pausing quite a few classes, so you need to understand that classes which are paused will end early. If you put a class on pause for 15 min, then the lesson will end earlier by 15 minutes. The internal timer of the lesson continues to count the minutes even if it is paused, this is done so that the next scheduled class starts on time without delay.</div>
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<div dir="ltr">I hope this is helpful. If this does not solve your problem, please provide more information about the issue, and indicate the date and time of occurrence, or share a screenshot with an error message, if any.</div>
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<div dir="ltr">We are looking forward to hearing from you.<br><br>Best Regards,<br>Olesia<br>Customer Service<br>Les Mills Virtual App<br>
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<br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3609" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3609</a>
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              On
              Fri, 12 Jun at  4:41 AM
              <span>,  Jennifer Thompson &lt;<a href="mailto:[email-masked]" rel="noreferrer" target="_blank">[email-masked]</a>&gt;  wrote:
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<h2>Submitted data</h2>
<div>The following data was submitted.</div>
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<th>Field name</th>
<th>Submitted data</th>
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<th>Email address</th>
<td dir="ltr"><a href="mailto:[email-masked]" rel="noreferrer" target="_blank">[email-masked]</a></td>
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<th>your name</th>
<td>Jennifer Thompson</td>
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<th>country</th>
<td>United States</td>
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<th>state</th>
<td>MT</td>
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<th>zipPostal</th>
<td>59102</td>
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<th>Text box</th>
<td>Virtual Cutting out</td>
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<th>Question</th>
<td>I need technical support</td>
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<th>Customer</th>
<td>Yes</td>
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<th>Username</th>
<td>not sure what this one is - for our virutal system? <a href="mailto:[email-masked]" rel="noreferrer" target="_blank">[email-masked]</a>
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<th>Phone</th>
<td>4066908680</td>
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<th>Comments</th>
<td>When we have our system set to "On Demand" time - we are having issues with videos cutting off at about the 1/2 way mark. We thought it was just one - that maybe it was a faulty download - but now it's happened to several. We know it has for sure happened in our Studio 1 during BP 106 and 112 and Studio 2 during a cycle class. (The member that reported it didn't know which one it was!) Unsure if there are faulty downloads or if we need to change something?</td>
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<th>Last_Name</th>
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<div><img src="https://u6876362.ct.sendgrid.net/wf/open?upn=r3XecG9Oeir8G6iSrKDq5JRPkH0CFsrEeuRlqoo76keFr743w5lz-2FzxUzmsWhHIYlxuKDcKBr6ZxlsCeGzx-2BbuzlQ5ZXIm7f87x1q49Fxu3HMNSMiR1x1ce7C969NvePlsUYrNz0AYyMJYu-2BQv5REjQTcTDlQuOWwginLzbMqnCND9zTAX7wX4H9HOnciccHeiuWKeLniXd755EVoqUEyXht7u0uCqYIxv16E5b1eb8-3D" alt="" width="1" height="1" style="height:1px;width:1px;border-width:0px;padding:0px"></div>
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<span><div><blockquote>-- <br><div dir="ltr"><div dir="ltr">Jenn Thompson<div>Program Director at Granite Health &amp; Fitness</div>
<div><a href="mailto:[email-masked]" rel="noreferrer" target="_blank">[email-masked]</a></div>
<div><a href="http://www.granitebillings.com" rel="noreferrer" target="_blank">www.granitebillings.com</a></div>
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</blockquote>-- <br><div dir="ltr" class="gmail_signature"><div dir="ltr">Jenn Thompson<div>Program Director at Granite Health &amp; Fitness</div>
<div><a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a></div>
<div><a href="http://www.granitebillings.com" target="_blank" rel="noreferrer">www.granitebillings.com</a></div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3609