Subject: New Reply Received - Virtual App Support - Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 01 Jul 2020 11:18:52 +0000 (UTC)

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual App Support - Les Mills  Ticket comment <div dir="ltr">Charlotte -<div><br></div>
<div>This did not solve the problem.  I can be reached at 309-241-0710 on my cell phone to be in the room with the iPads to attempt a different solution.  Thank you!</div>
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<br><div><div dir="ltr" class="gmail_signature"><div dir="ltr">Keith Knox<div>Parkside Fitness Manager</div>
<div>309-347-6644</div>
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<br><div class="gmail_quote"><div dir="ltr" class="gmail_attr"></div></div>
<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>On Tue, Jun 30, 2020 at 5:36 PM Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[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 Keith,</div>
<div dir="ltr">​<br>
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<div dir="ltr">Thanks for contacting us.  Please go to Settings on the iPad &gt; Accessibility &gt; click on Guided Access &gt; turn 'display auto-lock' to ON (green).</div>
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<div dir="ltr">Does this answer your question?</div>
<div dir="ltr"><br></div>
<div dir="ltr">Thanks</div>
<div dir="ltr"><br></div>
<div dir="ltr">Charlotte<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3687" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3687</a>
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            <blockquote>
              On
              Wed, 1 Jul at  9:03 AM
              <span>,  Keith Knox &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:
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<h2>Submitted data</h2>
    <div>
        The following data was submitted.
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        <table>
            <thead>
                <tr>
                    <th>Field name</th>
                    <th>Submitted data</th>
                </tr>
            </thead>
            <tbody>
                        <tr>
                            <th>Email address</th>
                            <td><a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a></td>
                        </tr>
                        <tr>
                            <th>your name</th>
                            <td>Keith Knox</td>
                        </tr>
                            <tr>
                                <th>country</th>
                                <td>United States</td>
                            </tr>
                            <tr>
                                <th>state</th>
                                <td>IL</td>
                            </tr>
                            <tr>
                                <th>zipPostal</th>
                                <td>61554</td>
                            </tr>
                        <tr>
                            <th>Text box</th>
                            <td>Guided Access is not working on iPad</td>
                        </tr>
                        <tr>
                            <th>Question</th>
                            <td>I need technical support</td>
                        </tr>
                        <tr>
                            <th>Customer</th>
                            <td>Yes</td>
                        </tr>
                        <tr>
                            <th>Username</th>
                            <td><a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a></td>
                        </tr>
                        <tr>
                            <th>Phone</th>
                            <td>309-241-0710</td>
                        </tr>
                        <tr>
                            <th>Comments</th>
                            <td>Keith cannot turn on Guided Access on his iPad. He has the actual setting on, but when he tries to enter that mode, it will not work. 

He said that when he first launched virtual he had the same problem, but then he called the Help Desk and they were able to tell him an additional setting he needed to put on so that it would work, and it did. Now that his iPad has been turned off for 3 months it seems that additional setting has not stayed on. He can't remember what the extra step was, so he needs us to tell him again.</td>
                        </tr>
                        <tr>
                            <th>utm_source</th>
                            <td></td>
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                            <th>utm_campaign</th>
                            <td></td>
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                        <tr>
                            <th>utm_medium</th>
                            <td></td>
                        </tr>
                        <tr>
                            <th>utm_code</th>
                            <td></td>
                        </tr>
                        <tr>
                            <th>Last_Name</th>
                            <td></td>
                        </tr>
            </tbody>
        </table>
    </div>

<img src="https://u6876362.ct.sendgrid.net/wf/open?upn=r3XecG9Oeir8G6iSrKDq5JRPkH0CFsrEeuRlqoo76keFr743w5lz-2FzxUzmsWhHIYfuHziWhrMiQBUY2svRNu0LxeeyKjqwvP0mRcm1uiTRwQjd5qbkdJCnAgGmEkCVDJhRhchzjWkM-2FGIeVRLudmRI1c6fGC0uWr4gYA5Fzyn0wzAbKi3Z8p6r98iFa-2FiB6Ay6IE77jdsuZR4BjKsGt3WvyhqfU6IIM85t3ys97f7vLRqgYrHl7mzEdVqK3yixzY" alt="" width="1" height="1" style="height: 1px; width: 1px; border-width: 0px; margin: 0px; padding: 0px">

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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3687