Subject: Ticket re-opened - [#3767] RE: Les Mills FitBusiness | Getting set to re-open | World United
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 10 Aug 2020 11:07:09 +0000

Hi Pritish Nandi,  Ticket “#3767 – RE: Les Mills FitBusiness | Getting set to re-open | World United” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767 to view the ticket.  Ticket comment    
 HI  

  

 All seems ok at the moment but on Sunday The Trip 13 cut short at 35 minutes?  

 

 

 

 
 Best Regards, 

 

 

 

 
 Stuart Russell | Health Club & Spa Manager 

 

 
 T 01723 357482 

 

 
 
 [email-masked] | www.crownspahotel.com/health/ 

 

 

 

 

 

 

 

 

 

 

 

 

 

 
 
 Thailand 

 

 ● Bangkok ● Pattaya ● Chiang 
 Mai 

 

 
 Malaysia 

 
 
 ● Kuala Lumpur ● Langkawi ● Johor 
 Bahru 

 

 
 United Kingdom 

 
 
 ● Manchester ● Cardiff ● Cheltenham ● Eastbourne ● Halifax ● Nottingham ● Shrewsbury ● Oxford 
● Inverness ● Leeds ● Coventry ● Scarborough ● Dundee 

 

 

 

 
 
 Follow us on 

 

 

 

 

 

 

  

 

 

 

 

 

 

  

 

 

 

  

 

 
   
 From: Les Mills International <[email-masked]> 
 
Sent: 07 August 2020 11:49 
To: [email-masked] 
Cc: Stuart Russell <[email-masked]> 
Subject: Re: RE: Les Mills FitBusiness | Getting set to re-open | World United 

 

 

 Hi Stuart, 

 
 
 ​ 

 
 
 This is a follow up email. 

 
 
 ​ 

 
 
 We still can see AV disconnections in your Studio 1 it is because the App loses connection with the external screen, and displaying the corresponding error message: “No External 
 Screen Connected”. Please follow below initial troubleshooting steps:  

 

   

 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected- 

 

   

 
 Please let us know if this doesn’t help. 

 

   

 
 Kind regards, 
Olesia 
Customer Services 
Les Mills Virtual App 
 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767 

 

 
 On Wed, 5 Aug at 4:13 AM 
, Les Mills International <[email-masked]> wrote: 

 

 
 Hi Stuart, 

 
 
 ​ 

 
 
 Thank you for the quick response. 

 

   

 
 Yes you are right. IPad storage is full, you need to free up space on your device or restrict the download of programs that you are not using: 

 

   

 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000238482-how-do-i-restrict-the-programmes-downloaded-to-the-ipad-during-setup 

 
 
 ​ 

 
 
  We support Virtual setups that use an Apple iPad Pro with minimum 512GB storage. But your iPad has only 256 GB storage capacity. 

 

 ​ 

 
 
 We are looking forward for your soon reply. 

 
 
 ​ 

 
 
 Kind regards, 
Olesia 
Customer Services 
Les Mills Virtual App 

 

Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767  

 

 
 On Wed, 5 Aug at 3:44 AM 
, Stuart Russell <[email-masked]> wrote: 

 

 
 HI, 

 

 I’ve just checked and we have 57 classes still to download, but the devise storage is saying 99% 

 

 

 

 

 
 
 Best Regards, 

 

 

 

 

 
 
 Stuart Russell | Health Club & Spa Manager 

 

 
 
 T 01723 357482 

 

 

 [email-masked] | www.crownspahotel.com/health/ 

 

   

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 Thailand    

 

 
 ● Bangkok ● Pattaya ● Chiang 
 Mai 

 

 
 
 Malaysia 

 

 
 ● Kuala Lumpur ● Langkawi ● Johor 
 Bahru 

 

 
 
 United Kingdom 

 

 
 ● Manchester ● Cardiff ● Cheltenham ● Eastbourne ● Halifax ● Nottingham ● Shrewsbury ● Oxford 
● Inverness ● Leeds ● Coventry ● Scarborough ● Dundee 

 

 

 

 

 Follow us on    

 

  

 

 

 

 

  

 

 

 

 

 

 

 

   

 

 

 From: 
Les Mills International <[email-masked]> 
 
Sent: 04 August 2020 14:56 
To: [email-masked] 
Cc: Stuart Russell <[email-masked]> 
Subject: Re: RE: Les Mills FitBusiness | Getting set to re-open | World United 

 

 

 

 

 Hi Stuart, 

 

 
 ​ 

 

 
 This is a follow up email. 

 

 
 ​ 

 

 
 It looks like the app is out of sync with the scheduler. Please run a diagnostic test by going to your application settings> Version> 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. 
 
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. 

 

 

 

 
 
 ​Please let us know how it goes. 

 

 
 ​ 

 

 
 Kind regards, 
Olesia 
Customer Services 
Les Mills Virtual App 
 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767 

 

 
 
 On Fri, 31 Jul at 3:46 AM 
, Les Mills International <[email-masked]> wrote: 

 

 
 
 Hi Stuart, 

 

 
 ​ 

 

 
 Thanks for the answer and the screenshot, it helps us to identify the issue faster. 

 

 

 

 
 
 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. 

 

 

 

 
 
 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 
 check your downloads by navigating to Settings>Manage Downloads>Downloading in Progress tab: 

 

 

 

 

  

 

 

 

 

 You can try playing Virtual Classes manually to make sure your application is not frozen. 
 
Please let us know if you have any other questions. 

 

 

 

 
 
 Kind regards, 
Olesia 
Customer Services 
Les Mills Virtual App 

 

 
  
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767  

 

 

 
 
 3767:859387 

 

 
 Email Disclamier 

 

 

 

 
 3767:859387 

 

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