Subject: Ticket re-opened - [#3715] automation class shut off
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 08 Jul 2020 21:36:50 +0000

Hi Pritish Nandi,  Ticket “#3715 – automation class shut off ” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3715 to view the ticket.  Ticket comment    
Hi Olesia, 

 Thank you for the explanation   

 Yes I was aware the class had been paused.  

 Happy to hear there is an 85.75 itcoming up as well. 

 
 Thanks again,  

 Noura 

 

Noura  

 

 From: Les Mills International <[email-masked]> 
Sent: Wednesday, July 8, 2020 8:16:57 PM 
To: Noura Ridha <[email-masked]> 
Subject: Re: automation class shut off 

 
 
 Hi Noura, 
 ​  
 Thank you for contacting us today. 
 ​  
 
 We can see that the pause feature is being used on the App after the class is played, hence why it is ending earlier than expected. Our advice is not to use the pause feature at all (unless you want the class to stop completely, then you would 
 press pause and stop), once the play button is tapped you need to leave the class to run until the end.  This is what we can see happened for THE TRIP Virtual 20 class: 

 
 1:08:51 pm – the play button was tapped on THE TRIP Virtual 20 class 
 1:09:36 pm – the class was paused 
 1:14:57 pm – the play button was tapped again on THE TRIP Virtual 20 class 
 1:51:36 pm – the class started and stopped after 37 minutes (43 minutes after it officially started at 1.08 pm) 

 
 In this case, since the play button was tapped at 1:08 pm, the App calculates that the class should stop at 1:51 pm (which is the length of the release). We’re aware this is not an ideal scenario and in a later App version the pause feature will 
 be fixed to ensure it does not affect the playing time of the class.  I have attached an image of where the pause feature can be found on the App. 

 
 I hope this helps explain it in a bit more detail. We will leave this ticket open for the next few days.Feel free to reach out with any further issues you have and we’d be happy to investigate. 
 
 ​ 
 Kind Regards, 
Olesia 
Customer Services 
Les Mills Virtual App 
 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3715 
 
 On Wed, 8 Jul at 10:00 PM  
, Noura Ridha <[email-masked]> wrote: 
  
 Hi again team, 

 

 Whilst utilising the Trip today, with close to 10 minute to spare the program cut off abruptly. 

 There was no timetabled class nor warning. 

 I ran a diagnostic test and nothing appeared. 

 

 Any advice? We are running a whole day of the trip next week from 6.30am onwards and I don’t want it to continuously cut out! 

 

 I can confirm the closest class to the time was at 5.30pm and this class was running at 130pm. 

 

 thanks 

 

 
 
 Noura Ridha 
GROUP FITNESS COORDINATOR 

 

 
 
 T:    +61 2 9351 8526 
F:    +61 2 9351 4982 
[email-masked] 

 

 
 
 University Sports & Aquatic Centre 
Building G09 
University of Sydney NSW 2006 
www.susf.com.au 

 

 

 

 

 

 

 
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