Subject: New Reply Received - RE: Les Mills FitBusiness | Getting set to re-open | World United
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 30 Jul 2020 11:37:36 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  RE: Les Mills FitBusiness | Getting set to re-open | World United  Ticket comment <div dir="ltr">
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<div style="direction: ltr">Hi </div>
<div style="direction: ltr">Ran test all ok the pad has updated now.</div>
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<div style="direction: ltr">I have set up a couple of classes on the scheduler,  but when the iPad updated it didn’t play the class and seems to have frozen..  restated iPad and still frozen.</div>
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<img id="id-5BE9E5A0-EE78-4CBC-A9E5-375837A7BBB5" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzA0NTM3MDksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.8L1QorS-bYYPvKz4KlbYqLm56OtiRlmGrW7RDel-Xo4" alt="Image.jpeg" style="max-width: 100%"><br>
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<div class="ms-outlook-ios-signature">Get <a href="https://aka.ms/o0ukef" rel="noreferrer">Outlook for iOS</a>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Tuesday, July 28, 2020 4:34:17 PM<br>
<b>To:</b> [email-masked] &lt;[email-masked]&gt;<br>
<b>Cc:</b> Stuart Russell &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: RE: Les Mills FitBusiness | Getting set to re-open | World United
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<div dir="ltr">Hi Stuart,</div>
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<div dir="ltr">Thank you for your response.</div>
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<div dir="ltr">We can see that BODYBALANCE 87 at 12 pm failed due to a problem connecting to the external screen.  <span>I'd suggest trying an alternative Apple adapter, switching out the HDMI cables or checking with your AV provider to make sure all the equipment
 is setup correctly, including the EDID.  If you're able to provide a schematic of your AV setup that might help us establish where the problem might be.  Feel free to</span><span> include your AV provider in this thread so we can get that conversation going.</span>
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<a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-" rel="noreferrer" target>Here is a link to the equipment required for a smooth Virtual experience.</a>
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<div dir="ltr">Regarding your App update the only option is to remove the device within the Scheduler. For this please follow the steps below:</div>
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<div>1. Log into the Virtual scheduler tool via your desktop at <a href="http://www.lesmillsvirtual.com" rel="noreferrer">
www.lesmillsvirtual.com</a> with your Virtual username and password.</div>
<div>2. Click on the Settings icon and select 'Manage Devices' .</div>
<div>3. To the right you will see options to ‘REMOVE DEVICE’. Click on the option that corresponds to the device you would like to remove.</div>
<div dir="ltr">4. Click the Green button: SAVE CHANGES to process the device unlinking.</div>
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<div><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzAyODcwMDEsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.tRuEai8fG7IReIRaYUK9e9iyZhDR8Q82tBd-DV9YIDw" style="width:auto; display:block; vertical-align:top; margin:5px auto 5px 0px; text-align:left"></div>
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<div dir="ltr">5. Delete the App and re-download the App via the App store</div>
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<div dir="ltr">6. Log into the iPad app with your Virtual username and password and select your studio from the list and download the content.</div>
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​It is suggested that you do this when you have a break from class (overnight), and make sure the iPad has a strong network connection to ensure that the content finishes downloading overnight.
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<div dir="ltr">Please let us know how it goes.<br>
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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/3767" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767</a>
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<blockquote class="x_freshdesk_quote">On Wed, 29 Jul at 3:39 AM <span class="x_separator">
, Stuart Russell &lt;[email-masked]&gt; wrote:
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<div class="x_MsoNormal"><span style="">Run diagnostics only fail was external display, but I didn’t have it iPad plugged into the screen.
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<div class="x_MsoNormal"><span style="">Still unable to update. </span></div>
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<div class="x_MsoNormal">Best Regards,</div>
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<div class="x_MsoNormal"><b>Stuart Russell | Health Club &amp; Spa Manager</b></div>
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<div class="x_MsoNormal">T 01723 357482</div>
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<a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a> | <a href="http://www.crownspahotel.com/health/" rel="noreferrer"><span style="color:#0563C1">www.crownspahotel.com/health/</span></a>
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<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> 24 July 2020 16:04<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> Stuart Russell &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: RE: Les Mills FitBusiness | Getting set to re-open | World United</span>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>To resolve your update issue, please run a diagnostic test. This will help diagnose the error and reconnect with the scheduler, as well as detect problems, if any. To
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Tap the padlock to the top right of the App</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Enter your admin code</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Navigate to SETTINGS &gt; Version &gt; Run diagnostics 
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Please let us know if the diagnostics test detects any errors and what those errors are.</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Please try updating the application again afterwards. Let us know if this doesn't help.</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-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/3767" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767</a></span></div>
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<blockquote style="margin-top:5.0pt; margin-bottom:5.0pt">
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>On Thu, 23 Jul at 10:01 PM
<span class="x_separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Hi Stuart,</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Thank you for the screenshot.</span></div>
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We are checking this information with our Level 2 team and will get back to you shortly.</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Kind regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767</a> </span></div>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>On Thu, 23 Jul at 9:44 PM
<span class="x_separator">, Stuart Russell &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Thanks for that I have tried to update the app and get the following error can you advise?  We haven’t changed the user id</span><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'><img id="x__x0000_i1057" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzAyODEzNjcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.66QBYrT7UL_1fCRin0Z-usvk_NCn_ZIqJjUoIDZIye8" alt="Image.jpeg"></span><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Get
<a href="https://aka.ms/o0ukef" rel="noreferrer">Outlook for iOS</a> </span></div>
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<span style='font-size:1.0pt; font-family:"fdtktid",serif; color:white'>3767:859387</span><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>
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<a rel="noreferrer">Email Disclamier</a> </blockquote>
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<a rel="noreferrer">Email Disclamier</a>
</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767