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: Mon, 10 Aug 2020 11:07:09 +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">All seems ok at the moment but on Sunday The Trip 13 cut short at 35 minutes? 
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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 class="MsoNormal"><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:black'>● <a href="https://www.compasshospitality.com/hotels/bangkok/" target="_blank" rel="noreferrer"><span style="color:black">Bangkok</span></a> ● <a href="https://www.compasshospitality.com/hotels/pattaya/" target="_blank" rel="noreferrer"><span style="color:black">Pattaya</span></a> ● <a href="https://www.compasshospitality.com/hotels/chiang-mai/" target="_blank" rel="noreferrer"><span style="color:black">Chiang
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<div class="MsoNormal"><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:black'>● <a href="https://www.compasshospitality.com/hotels/oldham-greater-manchester/" target="_blank" rel="noreferrer"><span style="color:black">Manchester</span></a> ● <a href="https://www.compasshospitality.com/hotels/cardiff/" target="_blank" rel="noreferrer"><span style="color:black">Cardiff</span></a> ● <a href="https://www.compasshospitality.com/hotels/cheltenham/" target="_blank" rel="noreferrer"><span style="color:black">Cheltenham</span></a> ● <a href="https://www.compasshospitality.com/hotels/eastbourne/" target="_blank" rel="noreferrer"><span style="color:black">Eastbourne</span></a> ● <a href="https://www.compasshospitality.com/hotels/halifax/" target="_blank" rel="noreferrer"><span style="color:black">Halifax</span></a> ● <a href="https://www.compasshospitality.com/hotels/nottingham/" target="_blank" rel="noreferrer"><span style="color:black">Nottingham </span></a>● <a href="https://www.compasshospitality.com/hotels/shrewsbury/" target="_blank" rel="noreferrer"><span style="color:black">Shrewsbury</span></a> ● <a href="https://www.compasshospitality.com/hotels/oxford/" target="_blank" rel="noreferrer"><span style="color:black">Oxford</span><span style="color:black;text-decoration:none"><br>
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<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> 07 August 2020 11:49<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'>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: </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/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected-" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected-</a></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 Wed, 5 Aug at 4:13 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'>Thank you for the quick response.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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:</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/36000238482-how-do-i-restrict-the-programmes-downloaded-to-the-ipad-during-setup" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000238482-how-do-i-restrict-the-programmes-downloaded-to-the-ipad-during-setup</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> We support Virtual setups that use an Apple iPad Pro with minimum 512GB storage. But your iPad has only 256 GB storage capacity.
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We are looking forward for your soon reply.</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 Wed, 5 Aug at 3:44 AM
<span class="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;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"><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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</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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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From:</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
<span lang="EN-US">Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
<br>
<b>Sent:</b> 04 August 2020 14:56<br>
<b>To:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><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</span></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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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'>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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<div class="MsoNormal"><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
 check your downloads by navigating to Settings&gt;Manage Downloads&gt;Downloading in Progress tab:</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><img id="_x0000_i1025" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzExNjUyMTgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.eo_aQamfgzKH104KBJ97IJN40c4027G2p5UKX37e0X0"></span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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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:1.0pt;font-family:"Times New Roman",serif;color:white'>3767:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Email Disclamier
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<a rel="noreferrer">Email Disclamier</a>
</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767