Subject: New Reply Received - 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,  The customer has responded to the ticket.  automation class shut off   Ticket comment <div dir="auto" style="direction: ltr; margin: 0; padding: 0; font-family: sans-serif; font-size: 11pt; color: black">
Hi Olesia,<br>
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Thank you for the explanation <br>
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Yes I was aware the class had been paused.<br>
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Happy to hear there is an 85.75 itcoming up as well.<br>
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Thanks again,<br>
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Noura<span id="ms-outlook-android-cursor"></span><br>
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Noura</div>
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Wednesday, July 8, 2020 8:16:57 PM<br>
<b>To:</b> Noura Ridha &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: automation class shut off
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<div dir="ltr">Hi Noura,</div>
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<div dir="ltr">Thank you for contacting us today.</div>
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<div dir="ltr">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:</div>
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<div dir="ltr">1:08:51 pm - the play button was tapped on THE TRIP Virtual 20 class</div>
<div dir="ltr">1:09:36 pm - the class was paused</div>
<div dir="ltr">1:14:57 pm - the play button was tapped again on THE TRIP Virtual 20 class</div>
<div dir="ltr">1:51:36 pm - the class started and stopped after 37 minutes (43 minutes after it officially started at 1.08 pm)</div>
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<div dir="ltr">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.</div>
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<div dir="ltr">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.</div>
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<div dir="ltr">Kind Regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3715" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3715</a>
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<blockquote class="x_freshdesk_quote">On Wed, 8 Jul at 10:00 PM <span class="x_separator">
, Noura Ridha &lt;[email-masked]&gt; wrote:
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<div class="x_MsoNormal">Hi again team,</div>
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<div class="x_MsoNormal">Whilst utilising the Trip today, with close to 10 minute to spare the program cut off abruptly.
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<div class="x_MsoNormal">There was no timetabled class nor warning.</div>
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<div class="x_MsoNormal">I ran a diagnostic test and nothing appeared.</div>
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<div class="x_MsoNormal">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!</div>
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<div class="x_MsoNormal">I can confirm the closest class to the time was at 5.30pm and this class was running at 130pm.</div>
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<div class="x_MsoNormal">thanks</div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3715