Subject: New Reply Received - Club Greenwood- Help!
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 17 Jul 2020 16:36:27 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Club Greenwood- Help!  Ticket comment <div class="WordSection1">
<div class="MsoNormal">Hello, I do not believe we are experiencing any more issues at the moment.  I deleted the Les Mills virtual app and then reinstalled it.  I was able to login with our username and password, and was able to select “Studio 1.”  We are now
 just waiting for the class schedule to complete the loading in the app.</div>
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<div class="MsoNormal">Thank you!</div>
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<span style="font-size:14.0pt">Ben Potter</span>- <b><span style="font-size:12.0pt;color:#31849B">JtTech/ Lead Operations Technician
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<div class="MsoNormal">Cell: <b><span style="font-size:14.0pt;color:#31849B">303-881-8601</span></b>
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<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><b><span style="font-size:14.0pt;color:#31849B"></span></b>
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<div class="MsoNormal"><b><span style="font-size:14.0pt;color:#31849B">Your Potential. Our Passion.</span></b></div>
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<div>From: Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Friday, July 17, 2020 10:18 AM<br>
<b>To:</b> Benjamin Potter &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Club Greenwood- Help!</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>Hi Benjamin,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>Thank you for your prompt response.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>​We can see that both iPads are connected to the internet and synced with the scheduler. Are you still experiencing any problems with your virtual application? If so, could
 you share with us a screenshot of the error message that you see on the iPad.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>We are looking forward to hearing from you.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>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/3737" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3737</a></span></div>
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<span style='font-size:10.0pt;font-family:"helvetica neue",serif'>On Sat, 18 Jul at 4:07 AM
<span class="separator">, Benjamin Potter &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>Hello, thank you for the instructions.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>However, we are getting the error message that “you are unable to remove unlinked devices”</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>So we cannot complete step number 3. 
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>Any suggestions?  Thanks!</span></div>
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<span style='font-size:14.0pt;font-family:"helvetica neue",serif'>Ben Potter</span><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>-
</span><b><span style='font-size:12.0pt;font-family:"helvetica neue",serif;color:#31849B'>JtTech/ Lead Operations Technician
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<span style='font-size:10.0pt;font-family:"helvetica neue",serif'>Cell:
</span><b><span style='font-size:14.0pt;font-family:"helvetica neue",serif;color:#31849B'>303-881-8601</span></b><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue",serif'><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>
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<b><span style='font-size:14.0pt;font-family:"helvetica neue",serif;color:#31849B'>Your Potential. Our Passion.</span></b><span style='font-size:10.0pt;font-family:"helvetica neue",serif'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>From: Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Thursday, July 16, 2020 6:14 PM<br>
<b>To:</b> Benjamin Potter &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Club Greenwood- Help!</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>Hi Ben,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>Sure, we have a solution to this. If the App is deleted then you need to remove the App's connection with the Scheduler and re-login and download the content.  Here are the
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<span style='font-size:10.0pt;font-family:"Segoe UI",sans-serif'>1.
<a href="https://uk.lesmillsvirtual.com/virtual/login" rel="noreferrer">Log into the Virtual scheduler </a>tool via your desktop with your Virtual username and password.</span><span style='font-size:10.0pt;font-family:"helvetica neue",serif'></span>
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<span style='font-size:10.0pt;font-family:"Segoe UI",sans-serif'>2. Click on the Settings icon and select 'Manage Devices' .</span><span style='font-size:10.0pt;font-family:"helvetica neue",serif'></span>
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<span style='font-size:10.0pt;font-family:"Segoe UI",sans-serif'>3. To the right you will see options to ‘REMOVE DEVICE’ (highlighted in yellow below). Click on the option that corresponds to the device you would
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<span style='font-size:10.0pt;font-family:"Segoe UI",sans-serif'>4. Click the Green button: SAVE CHANGES to process the device unlinking.</span><span style='font-size:10.0pt;font-family:"helvetica neue",serif'></span>
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<span style='font-size:10.0pt;font-family:"Segoe UI",sans-serif'>5. Once this has processed, it will take 5 minutes for the app to become ready for connecting/pairing with your studio timetable.</span><span style='font-size:10.0pt;font-family:"helvetica neue",serif'></span>
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<span style='font-size:10.0pt;font-family:"Segoe UI",sans-serif'>6. Log into the iPad app with your Virtual username and password and select your studio from the list and begin setup.</span><span style='font-size:10.0pt;font-family:"helvetica neue",serif'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>​I'll leave this ticket open for another 48 hours if you need further support.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>Kind regards</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>Charlotte</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3737" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3737</a> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>On Fri, 17 Jul at 8:04 AM
<span class="separator">, Benjamin Potter &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>Hello all, I made a mistake and tried to put our iPad pro in 1 app mode.  It reset the iPad.  I re-downloaded the les mills virtual app and typed our username and pw, now
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>Please help!!</span></div>
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<span style='font-size:14.0pt;font-family:"helvetica neue",serif'>Ben Potter</span><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>-
</span><b><span style='font-size:12.0pt;font-family:"helvetica neue",serif;color:#31849B'>JtTech/ Lead Operations Technician
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<b><span style='font-size:14.0pt;font-family:"helvetica neue",serif;color:#31849B'>Your Potential. Our Passion.</span></b><span style='font-size:10.0pt;font-family:"helvetica neue",serif'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3737