Subject: Assigned to Group - TRIP 20 download issue
From: Immersive <[email-masked]>
To: [email-masked], [email-masked]
Date: Tue, 04 Aug 2020 00:55:24 +0000

Hi  A new ticket has been assigned to your group "Level 1". Please follow the link below to view the ticket.  TRIP 20 download issue Hi Sho,     Thanks for letting us know.  At which stage in the install is the failure occurring based on the below steps please?  If they have a video that might help.     1. Insert the USB directly into the Apple Mac computer (not for USB hub users)   2. IMMERISVE FITNESS system turns black   3. a counter message appears   4. Within 40 minutes the Immersive logo re appears on the projection screen.  5. the release appears on the remote     Thanks     Charlotte                  Charlotte Jansen      |     Support Manager       Les Mills International     |     [email-masked]      www.lesmills.com                                         From: Natalie Buchan <[email-masked]>   Sent: Monday, 3 August 2020 7:18 pm  To: Sho Arai <[email-masked]>; Charlotte Jansen <[email-masked]>  Cc: Kim Walker <[email-masked]>; Immersive-Fitness <[email-masked]>  Subject: FW: The TRIP 20 update error     Hi Sho     Oh dear sorry to hear that.     @Charlotte Jansen is now helping the Immersive team with support and can help with the troubleshooting.     Have you heard back from Joyfit Tomakomai yet as to how they got on with The Trip 22 and the replacement for The Trip 20?     And yes the Trip 20 update was sent out at the same time as Trip 22.     Kind regards  Natalie               Natalie Buchan      |     Content Distribution Manager       Les Mills International     |     [email-masked]      tel +64 21 686 141     |     www.lesmills.com                                         From: Sho Arai <[email-masked]>  Date: Monday, 3 August 2020 at 6:04 PM  To: Natalie Buchan <[email-masked]>  Subject: The TRIP 20 update error     Hi Natalie     JOYFIT BIO has come with an issue updating TRIP 20.  The issue is that the download starts but stays on the download screen and doesn’t change back to the immersive screen.  They were one of the clubs that had the same problem last time.  They said they tried resetting but did not work.  They are asking if you can send over a new TRIP 20 USB.  FYI, they said they were successful with T22 installment.     Can you please confirm?  Also, just for my background information, was this T20 update USB sent together with T22?     Thanks!  Sho     P.S. We are trying but have not been able to hear back from the other Joyfit on their T22 installment.    https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3815