Subject: New Reply Received - Virtual error pictures
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 28 Jul 2020 21:36:49 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual error pictures  Ticket comment <div class="WordSection1">
<div class="MsoNormal">Hi Michelle-</div>
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<div class="MsoNormal">I apologize for the confusion.  With the Virtual Help Desk we have a team of people that work together to help out.</div>
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<div class="MsoNormal">We will try to keep limit the points of contact as best we can =) 
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<div class="MsoNormal"><span style='font-family:"Avenir LT Com 35 Light";color:black'>With gratitude,</span></div>
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<div class="MsoNormal"><span style='font-family:"Avenir LT Com 35 Light";color:black'>Nik</span></div>
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<b><span style='font-family:"Avenir LT Com 35 Light";color:black'><a href="https://calendly.com/nik-herold/les-mills-partnership-discussion" rel="noreferrer"><span style="color:#0563C1">Click here to schedule a call</span></a></span></b><b><u><span style="color:#0563C1"></span></u></b>
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<div class="MsoNormal"><span style='font-family:"Avenir LT Com 35 Light";color:black'>Nik Herold |Regional Customer Experience Manager I West
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<span style='font-family:"Avenir LT Com 35 Light";color:black'>C 310.908.3834</span><span style='font-size:12.0pt;font-family:"Avenir LT Com 35 Light";color:black'></span>
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<div class="MsoNormal"><span style='font-family:"Avenir LT Com 35 Light"'><a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a></span></div>
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<a href="https://www.lesmills.com/us/clubs-and-facilities/re-set-hub/" rel="noreferrer"><span style="color:windowtext;text-decoration:none"><img width="869" height="217" style="width:9.0555in;height:2.2638in" id="Picture_x0020_1" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzAzMTM3NDEsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.Ve6p-thTESiJ5MjEk729GbWL48uelBkuigZoZq9NoMs"></span></a><span style='font-size:10.0pt;font-family:"Avenir Light";color:black'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Avenir Light";color:black'><a href="http://www.lesmills.com/" rel="noreferrer"><span style="color:#954F72">lesmills.com</span></a> | <a href="https://www.facebook.com/LesMillsUS" rel="noreferrer"><span style="color:#954F72">Facebook</span></a> | <a href="http://www.twitter.com/LesMillsUS" rel="noreferrer"><span style="color:#954F72">Twitter</span></a> | <a href="http://instagram.com/lesmillstribe" rel="noreferrer"><span style="color:#954F72">Instagram</span></a> | <a href="https://www.youtube.com/user/lesmillsgroupfitness" rel="noreferrer"><span style="color:#954F72">YouTube</span></a> | <a href="https://www.linkedin.com/company/les-mills-us-page" rel="noreferrer"><span style="color:#954F72">LinkedIn</span></a> | <a href="https://www.careers.lesmills.com/" rel="noreferrer"><span style="color:#954F72">Careers</span></a></span></div>
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<b><span style='font-family:"Avenir LT Com 35 Light"'>Looking for Les Mills Virtual App Support?  -
</span></b><span style='font-family:"Avenir LT Com 35 Light"'><a href="https://www.lesmills.com/us/clubs-and-facilities/resources-support/virtual-support/" rel="noreferrer"><span style="color:#0563C1">Les Mills Virtual App Online Help Desk</span></a><b>
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<div>From: Michelle West &lt;[email-masked]&gt; <br>
<b>Sent:</b> Tuesday, July 28, 2020 12:01 PM<br>
<b>To:</b> Support &lt;[email-masked]&gt;<br>
<b>Cc:</b> Julie Schumann &lt;[email-masked]&gt;; Nik Herold &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Virtual error pictures</div>
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<div class="MsoNormal">Nik,</div>
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<div class="MsoNormal">Can you help with all this? I have heard from Olisia, Charlotte, then there is Julie...I'm getting lost in all this! Can just one person assist me rather than advice shift in from various 'helpers'???</div>
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<div class="MsoNormal">I have:</div>
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The same iPad as I had 2 years ago when I 1st started<div></div>
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Fresh adapters; yes Apple brand as suggested<div></div>
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Same internet provider<div></div>
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One person (charlotte?) asked for a picture showing that no 'refresh' window appears when I hit the refresh button. I DID send that picture....there is NOTHING to show that it isn't there, because it ISN'T THERE!!<div></div>
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We performed the diagnostic and the force restart as suggested...<div></div>
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I listed specific errors on specific releases (Like BF 81,82,83 and Pump # 110, for example.<div></div>
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I think there are too many people involved...whio can be the one with the most expertise that can (alone) assist me in this??<div></div>
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<div class="MsoNormal">Thank you, Nik.</div>
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<div class="MsoNormal">Michelle West</div>
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<div class="MsoNormal">On Mon, Jul 27, 2020 at 5:42 PM Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Michelle,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>I'm Charlotte from level 2 support.  Are you saying that the refresh icon does not appear at all for some releases?  Could you send me a photo showing the absence of the refresh
 icon please?  </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>If the release images are not loading this suggests that the App is struggling to connect to a network as the images are online, rather than downloaded, perhaps the iPad has been
 turned off for a while?  Are you keeping the iPad fully charged and connected to a network connection at all times?  We can see the network connection drop off, so I'm keen to understand why this is happening.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Running a diagnostics test via the App would be your first point of call if you see a playback error message as this gives the App a quick refresh and re-establishes a connection
 with the Scheduler.  To do this go to Settings &gt; Version &gt; Run diagnostics.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>I can't see any issue with the files that have been downloaded, so refreshing releases is unlikely to resolve the problem. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>If you'd like us to check the equipment you're using meets our requirements please send a schematic and we'd be happy to review it.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Many thanks</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Charlotte<br>
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Ticket: </span><a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3783" target="_blank" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3783</span></a><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Tue, 28 Jul at 11:37 AM , Michelle West &lt;</span><a href="mailto:[email-masked]" target="_blank" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>&gt;
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>I did additional research on the ipad downloads. It appears that anything to do with bodyflow release number 81, 82, or 83, show in the downloads but will not refresh and will
 not play. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>The same goes for the following:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Bodypump 108: 30, 45, or 65 minutes</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Bodypump 107: 30 and 45 minutes</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>grit 27 strength, grit 28 athletic, grit 25 cardio, and grit 23 cardio.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>None of the above will refresh and even though it shows we can choose it from classes, we will get the alert that says we cannot play it.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>I did order a new apple adapter as specified, I don't think that's really going to make a difference but I needed a new one anyway. </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:
<strong><span style='font-family:"Helvetica Neue"'>Michelle West</span></strong> &lt;</span><a href="mailto:[email-masked]" target="_blank" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>&gt;<br>
Date: Mon, Jul 27, 2020 at 10:58 AM<br>
Subject: Virtual still having problems<br>
To: Julie Schumann &lt;</span><a href="mailto:[email-masked]" target="_blank" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>&gt;, Nik Herold
 &lt;</span><a href="mailto:[email-masked]" target="_blank" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>&gt;, Les Mills scheduler help desk International
 &lt;</span><a href="mailto:[email-masked]" target="_blank" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>&gt;,
 Michelle West &lt;</span><a href="mailto:[email-masked]" target="_blank" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>&gt;<br>
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Olesia,<br>
I respectfully disagree with your conclusion that our internet connection Or adapters are not adequate. Below are two more pictures from our downloads…<br>
I just tried to play body flow release 81. I got the message that the “error has occurred when playing the selected video”.<br>
When I manage my download number 81 is grayed out, when I try to push the refresh button as in picture number one, I do not get the prompting that says “download refreshed “…<br>
I go back to the downloaded ones, And body flow 84 express was grade out just like the previous one I tried, but this time it allowed me to refresh it. I did this within about 30 seconds with the same connections on Internet and cables. It does not seem to
 matter if I try to refresh one of the releases that is grayed out or has the picture, sometimes it will let me Refresh it, and sometimes the refresh prompt does not even appear. I do not believe it is our Internet connection or our settings/adapters.<br>
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Michelle West, Owner<br>
Evergreen Fitness </span>
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