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: Tue, 04 Aug 2020 14:44:04 +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 class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">HI,</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">I’ve just checked and we have 57 classes still to download, but the devise storage is saying 99%
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<div class="MsoNormal">Best Regards,</div>
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<div class="MsoNormal"><b>Stuart Russell | Health Club &amp; Spa Manager</b></div>
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<div class="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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<b>Thailand</b><b></b>
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<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> 04 August 2020 14:56<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="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Stuart,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>This is a follow up email.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>It looks like the app is out of sync with the scheduler. Please run a diagnostic test by going to your application settings&gt; Version&gt; Run Diagnostics. We also ask you to
 make sure that all downloads in the Downloading tab are complete. Besides, your iPad memory is full, please free up some space on your iPad.<br>
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We can see that your internet connection is interrupted it can lead to,failed downloads errors in downloads. Please stabilize your network connection to avoid further download problems in the future.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​Please let us know how it goes.</span></div>
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<div class="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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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 31 Jul at 3:46 AM
<span class="separator">, Les Mills International &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",sans-serif'>Hi Stuart,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks for the answer and the screenshot, it helps us to identify the issue faster.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I see you have new virtual programs added to your account like THE TRIP, CXWORX, BARRE, GRIT, Born to Move. These programs must be downloaded to your iPad, so please keep
 your iPad connected to the to a stable internet source until the download is complete. I see 21 complete downloads on July 30th.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Please understand that you will not be able to play classes that are not already on your iPad, such as THE TRIP Virtual. Please wait for the download to complete. You can
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>You can try playing Virtual Classes manually to make sure your application is not frozen.<br>
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Please let us know if you have any other questions.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Kind regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App</span></div>
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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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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 31 Jul at 12:37 AM
<span class="separator">, Stuart Russell &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",sans-serif'>Ran test all ok the pad has updated now.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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.</span></div>
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<div class="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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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From: Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Sent:</b> Tuesday, July 28, 2020 4:34:17 PM<br>
<b>To:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> Stuart Russell &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: RE: Les Mills FitBusiness | Getting set to re-open | World United
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We can see that BODYBALANCE 87 at 12 pm failed due to a problem connecting to the external screen.  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 include your AV provider
 in this thread so we can get that conversation going. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-" rel="noreferrer">Here is a link to the equipment
 required for a smooth Virtual experience.</a> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Regarding your App update the only option is to remove the device within the Scheduler. For this please follow the steps below:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>1. Log into the Virtual scheduler tool via your desktop at
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>6. Log into the iPad app with your Virtual username and password and select your studio from the list and download the content.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​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. </span></div>
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<div class="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 Wed, 29 Jul at 3:39 AM
<span class="xseparator">, Stuart Russell &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",sans-serif'>Run diagnostics only fail was external display, but I didn’t have it iPad plugged into the screen.
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<div class="MsoNormal"><b>Stuart Russell | Health Club &amp; Spa Manager</b></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 class="MsoNormal"><a href="https://www.crownspahotel.com/" target="_blank" rel="noreferrer"><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:black;text-decoration:none'><img width="675" height="135" style="width:7.0312in;height:1.4062in" id="_x0000_i1035" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzA3ODAxMTQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.Q8sQ8aoK26o47FT70AHKJVUIGwm5lmWCefS6MXSZ6LM" alt="https://www.compasshospitality.com/social_media/email_signature/images/eMailSignature_crownspa1.jpg"></span></a></div>
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<b>Thailand</b> </div>
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 Mai</span></a></span></div>
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 Bahru</span></a></span></div>
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</span></a>● <a href="https://www.compasshospitality.com/hotels/inverness/" target="_blank" rel="noreferrer"><span style="color:black">Inverness</span></a> ● <a href="https://www.compasshospitality.com/hotels/leeds/" target="_blank" rel="noreferrer"><span style="color:black">Leeds</span></a> ● <a href="https://www.compasshospitality.com/hotels/coventry/" target="_blank" rel="noreferrer"><span style="color:black">Coventry</span></a> ● <a href="https://www.compasshospitality.com/hotels/scarborough/" target="_blank" rel="noreferrer"><span style="color:black">Scarborough</span></a> ● <a href="https://www.compasshospitality.com/hotels/dundee/" target="_blank" rel="noreferrer"><span style="color:black">Dundee</span></a></span></div>
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