Subject: Ticket re-opened - [#3828] RE: Les Mills download
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 11 Aug 2020 17:32:43 +0000

Hi Pritish Nandi,  Ticket “#3828 – RE: Les Mills download ” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3828 to view the ticket.  Ticket comment   Hi there, this is now fully downloaded.  Thank you.  Helena.  Sent from my iPhone   
   On 11 Aug 2020, at 16:02, Les Mills International <[email-masked]> wrote:   Hi Helena, ​ This is a follow up email. ​ Do you see any downloads in progress on your iPad for Studio 1? To check it please: ​ Unlock the padlock to the top right of the APP Enter your admin code Navigate to ‘SETTINGS’ > Manage Downloads>DOWNLOADING IN PROGRESS  It will be very helpful for us if you could share screenshot of “DOWNLOADING IN PROGRESS” tab.  We are awaiting your reply. ​ Kind regards, Olesia Customer Services Les Mills Virtual App  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3828<https://linkprotect.cudasvc.com/url?a=https%3a%2f%2flesmillsvirtualapp.freshdesk.com%2fhelpdesk%2ftickets%2f3828&c=E,1,z7qBer4CeEugkEK1TwzsVb5Jm5pxIIw1-FjskUnBKf0r_ScB6Gx8hSnEOsXBdK1U4DVoT2W6ua_buYImA7E_rsD6Bw_UpgJEODsn59QocrXt0PiMO9Bk&typo=1> On Tue, 11 Aug at 2:18 AM , Les Mills International <[email-masked]> wrote: Hi there  Support have confirmed to me that you have now been setup correctly.  There was something missed when the office created your account and then at your end registration and login not completed hence why you could not enter the APP.  I can see on the back end the device is connected and you should be able to track in the back end of the APP that content is downloading (settings/manage downloads). You will see what has downloaded and is yet to download. Once you have a few classes downloaded you can start using.  As you have licensed RPM and Sprint you will have approx. 26 videos to download e.g. 2 x RPM x 8 release (1 30 min and 1 50 min per release) and 1 x Sprint x 8 releases (1 30 min per release) as well as a beginner program for RPM.  As you have said your interest speed is fast these should download over a few hours.  Nate   Nate Garven​  |      Head of Market Implementation   Les Mills International  |      [email-masked]<mailto:[email-masked]>  tel +44 7711 907703      |      www.lesmills.com/uk<https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fwww.lesmills.com%2fuk&c=E,1,HyirYXSw7DcWpPLZ1beuGtxTD0SOK-p2vIV0mKJJlyZpcpwgtPcV3H03VjfAGaqZmodKtcFKqZa74iq_se6-1qXSF7WFOclMnFGuG1k75eCvgw,,&typo=1>     [https://linkprotect.cudasvc.com/url?a=https%3a%2f%2fattachment.freshdesk.com%2finline%2fattachment%3ftoken%3deyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzExNzkyMzgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.qUrgQUs6yZtUgf9Mggp0Gs4e_0GXwk8sa1EUBDzXQnM&c=E,1,fcN5caNllugEqI6kZMBOeBBWEAUAfiZBlQZetK4avfTiO_8Tz9wGu74Z4TY78d4Bd1_t7Da1rBB-WaOn9GWJBBDicG4DSkPeMemzbxto0hf3xuPd&typo=1]<https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fwww.lesmills.com%2funited&c=E,1,2yfLOhaWWZXWHsdl2trdiu-YGxHkUp1wOOZKjC1XiKpNVnzkZz37nVd-MDSbljYtOVP7_iam-swbks3gHACkg4j-AMs9kBGspxlw_kHRuwuyW1OPxJa7xWvKPas,&typo=1>  [https://linkprotect.cudasvc.com/url?a=https%3a%2f%2fattachment.freshdesk.com%2finline%2fattachment%3ftoken%3deyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzExNzkyMzksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.Lgaf9Yr3vHzxO9ILGWPkC6Fdz_6VRWfUGzaKehvqCjs&c=E,1,th1_K5blgzx-gdkZjBjAJeZuPA6htk2ERqYLA8fJQoef_z8wt1os7wpn3vUkJIvdlO-ELW3cYqLHSdcwGcfPX-ZlHExQjQebPWfzWml5VZLQ2R88jDRZ5A,,&typo=1]<https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fwww.lesmills.com%2f&c=E,1,rD8lOZwZRYO67GwI4GpYChgiKtCMdxZtUWqlccuxdqu8dtKFnBdFvGZvPBxok6ezv9GnM_qx3twf_LnTHbVdflQJlfINhiEaTXSyHe87fyjt8g,,&typo=1>      [https://linkprotect.cudasvc.com/url?a=https%3a%2f%2fattachment.freshdesk.com%2finline%2fattachment%3ftoken%3deyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzExNzkyNDAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.jmOXW2kroqBWouKLqeZBR6BRjdt8uqUoCCk0Tgq9fnc&c=E,1,GCNI_zyds55K_1MBOc8Z3UsLNkkJpOjacqaYwijzsQWWkMbIwfVdYBqyWA0Xl1DnnPKGTjeqN2xrQrUpCE_fIuS53TLpvNKicR561n6O4g,,&typo=1] <https://www.facebook.com/LesMillsUK>  [https://linkprotect.cudasvc.com/url?a=https%3a%2f%2fattachment.freshdesk.com%2finline%2fattachment%3ftoken%3deyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzExNzkyNDEsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.p1E6eDBxY5CZeov2o5KcU8Pl-ByNQ2yhEhlheBIob4o&c=E,1,Q6CBalQwgZsNTqO9i2hKH7Ra9w3CAQQOBwcJ_4SwEZwcS_MfBWJfsadke-9BYVNyEUAxUUwDfLM1VQUz8Tgx-MMHixEmtoJQxicnisEyAjyK_g,,&typo=1] <https://www.instagram.com/lesmillsuk>     [https://linkprotect.cudasvc.com/url?a=https%3a%2f%2fattachment.freshdesk.com%2finline%2fattachment%3ftoken%3deyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzExNzkyNDIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.3kNBpPn0KxNbxy6SVv1fITffwAMlwVZZzTZqLgDbbY&c=E,1,bkW_E4MEVIAgbzlW7zariBVFQel0WIIc4XWN1JhVvdUDUNM5BuQD06Icy1usDfL_nugAN5F6cCYluUUYbM5sobPY4iyryMiVxq5x0411yQgsSFFO&typo=1] <https://www.linkedin.com/company/les-mills-uk-lmuk->      [https://linkprotect.cudasvc.com/url?a=https%3a%2f%2fattachment.freshdesk.com%2finline%2fattachment%3ftoken%3deyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzExNzkyNDMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.wVA1BDpCKPw_ZYyGiYbTtzCuOqUeBcYMbbLwm9j0Nmw&c=E,1,F7NWgeXsPScPhye-cekfXntCM6EGKuILy9V5mRhfDIP6DvP28E5CYMcfok1vcs99HGNVEXpZ5-c1NjF9WDZr6uGTpCLWi_VtT9cCtolKZkmRy11kcSgcztL7SQ,,&typo=1] <https://www.youtube.com/user/lesmillsgroupfitness>    [https://linkprotect.cudasvc.com/url?a=https%3a%2f%2fattachment.freshdesk.com%2finline%2fattachment%3ftoken%3deyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzExNzkyNDQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.f8LyXG6Y5yHqm_SJRIMNo4O9ef9SylZNe61-qRlDRqo&c=E,1,9MkbrJRhZVQDuudZJfwdeG5mk0l1U9Uoe-c5M7WFvmur-1RMEJ60emrbZwJXJoo_bqNazSV8IvFYzx24TBJ6qMUz8GwTdYP4lQzlt-bfC2k,&typo=1] <https://twitter.com/lesmills>    From: CHRIS LAFFEY <[email-masked]> Date: Monday, 10 August 2020 at 14:10 To: Support <[email-masked]> Cc: “[email-masked]” <[email-masked]>, Danny Vickers <[email-masked]>, “[email-masked]” <[email-masked]>, Nate Garven <[email-masked]> Subject: Re: Les Mills download  Hi jo  Hope you had a lovely break  We have been set up and running with audio lighting and video for four weeks.  Still waiting for les Mills  It’s deeply frustrating for everyone Sent from my iPhone   On 10 Aug 2020, at 13:59, CHRIS LAFFEY <[email-masked]> wrote: I am  And all our team at riverside  Is this now complete  I need to know please Sent from my iPhone   On 10 Aug 2020, at 11:10, Les Mills International <[email-masked]> wrote: Hi Helena,  Thank you for your time on call today.  We have already adjusted your account. Here are the steps to activate your Les Mills Virtual account:  The first step is to sign into the Scheduler on a desktop computer<https://linkprotect.cudasvc.com/url?a=https%3a%2f%2fuk.lesmillsvirtual.com%2fvirtual%2fsignup&c=E,1,q-1FXKph7wkhUcGfMxu0a3cZj85slfLX8Y7EgWVWXM8plfyGEW2WSrMaIObs6i4SE0Km03UPFI1waf673_Kmd0-b2_D8svIp7mx5snaWvg,,&typo=1> with your username: [email-masked] and temporary password: Tp0#e8n9ESxS . Once your details have been added and your password changed you can login to the App with your username and new password and download the content. Please note: the temporary password can not be used to login to the App.  Please click here for detailed step by step instructions.  Please let us know how it goes. ​ Best Regards, Olesia Customer Services Les Mills Virtual App  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3828<https://linkprotect.cudasvc.com/url?a=https%3a%2f%2flesmillsvirtualapp.freshdesk.com%2fhelpdesk%2ftickets%2f3828&c=E,1,fBlqtx0hd9L8INaRW9zxkO3fskdxY3cD-ZZgx-ErTczCe174v8FZ0pA2iYlRVTSwXWl6SPVOGjE65S5QX7si3ZvagrlHUn3dKUjfRjGsWe3W3AIUoKg,&typo=1> On Mon, 10 Aug at 10:23 PM , Les Mills International <[email-masked]> wrote: Hi Helena  Support will reach out shortly.  Nate    Nate Garven​   |  Head of Market Implementation    Les Mills International   |  [email-masked]<mailto:[email-masked]>   tel +44 7711 907703   |  www.lesmills.com/uk<https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fwww.lesmills.com%2fuk&c=E,1,5Mzm3YtUPrq1gBF_wX6hqQG6zHNjArFiR_fMLAxKCX5Okq7zhaZy43he2UuezVrG4RxPZP9_sxQ6YEHY3HrSR0lraO6nhpuCJfFAT2zjGg,,&typo=1>     [Image removed by sender.]<https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fwww.lesmills.com%2funited&c=E,1,q92F2eZl6WqKTavMlEYcshelCytGd95rABgUsx3MlhYuLcD55trD7v6R6s2mZP0gK4zju3LKeytCGxN-ezVWkhLKpZShZB7UgUvjsGbwDWsJi0Ku&typo=1>   [Image removed by sender.]<https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fwww.lesmills.com%2f&c=E,1,6BFEr9A_UYukzVRQk90nhmRZhz4jT4usAaBdWcGZAVNKx2pyVhqQDl_wbF_CwdX5uon2sR6-kiItODpTI7lgGMwnnCr0u5UmfsLp4sevzBNJGmtwklLh6ryYVjI,&typo=1>  [Image removed by sender.]<https://www.facebook.com/LesMillsUK>  [Image removed by sender.]<https://www.instagram.com/lesmillsuk>  [Image removed by sender.]<https://www.linkedin.com/company/les-mills-uk-lmuk->  [Image removed by sender.]<https://www.youtube.com/user/lesmillsgroupfitness>  [Image removed by sender.]<https://twitter.com/lesmills>     From: Helena Taylor <[email-masked]> Date: Monday, 10 August 2020 at 10:14 To: Nate Garven <[email-masked]>, Kevin Henderson <[email-masked]>, Danny Vickers <[email-masked]>, CHRIS LAFFEY <[email-masked]> Cc: Support <[email-masked]> Subject: RE: Les Mills download  Hi,  Is anyone free to ring and talk me through this please as I’ve been unable to find the ‘run diagnostic test’. My number is: 07540853835  Many Thanks,  Helena.   Helena Taylor General Manager  Central Locality Trafford Leisure more people, more active, more often  T 0161 905 5588 M 07540 853 835 E [email-masked]<mailto:[email-masked]>  W http://www.traffordleisure.co.uk<https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fwww.traffordleisure.co.uk%2f&c=E,1,nrjpFdxek2jFIqA9eznaViNBtXon8AjKYon5UD_pNv2ZnTPI7WzVKKZhuLg_2V3mCcxQ17qY4WSp5Ha_RBa9xBXdqeEBjiWFWuRaufgNUbuxJtHmH2w,&typo=1>    [Image removed by sender.] [Image removed by sender.] P please consider the environment and only print this e-mail if you really need to.  Email Confidentiality Notice: This email and any attachments submitted with it may contain confidential information, and is solely for the use of the intended recipient. If you have received this email in error, please notify the sender immediately and delete the email and all attachments. Please note that any views or opinions expressed are solely those of the sender and do not necessarily represent those of Trafford Leisure. The recipient should check this email and any attachments for viruses. We accept no liability for any damaged caused by any viruses transmitted by this email.  Address: Trafford Leisure Community Interest Company Ltd Support Office, Altrincham Golf Course, Stockport Road, Timperley, WA15 7LP Company Reg No – 09764023     VAT Reg No – 221 6200 65    [Image removed by sender.] Like<https://www.facebook.com/traffordleisurecic>    [Image removed by sender.]   Follow<https://twitter.com/Traffordleisure>     [Image removed by sender.]   Follow<https://www.linkedin.com/company/trafford-community-leisure-trust>    [Image removed by sender.]   Subscribe<https://www.youtube.com/user/trafffordleisure/>    From: Nate Garven [mailto:[email-masked]] Sent: 10 August 2020 10:08 To: Kevin Henderson; Danny Vickers; CHRIS LAFFEY; Helena Taylor Cc: Support Subject: Re: Les Mills download  Hi Kevin Thanks for the email, I have escalated to our support manager. I have just been into our back end and can see that the device has not been connected which seems strange when you have said it has been connected. Support will reach out but in the mean time can you please go into the settings on the APP and ‘Run diagnostic test’ which sits in the Version field, this will hopefully provide a clue to where the problem is. Also once done this it would be worth re logging in on the APP. You can do this within settings (button left in green login with my new password). This will put everything back into sync as well as that maybe the issue hence the device has been offline in the system since the 3rd.  Let us know how they go but support will reach out too.   Nate    Nate Garven​   |  Head of Market Implementation    Les Mills International   |  [email-masked]<mailto:[email-masked]>   tel +44 7711 907703   |  //www.lesmills.com/uk<https://linkprotect.cudasvc.com/url?a=https%3a%2f%2f%2f%2fwww.lesmills.com%2fuk&c=E,1,oAW-VG8Vj94Xz5Bqz8Y3sPBROSpmjd_rS7db0tCK13wE-PoMRDZH6n2J9Z1avBGitKJ9x_mBVrwBOxVXUrM7z-9kNrDY_24QTCD8lB—O_f9-BSgcpbKpy8,&typo=1>     [Image removed by sender.]<https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fwww.lesmills.com%2funited&c=E,1,4T10hXFOFiZijYYZS105NnoEYUMmjZFXJSAu8yyHnXYKOShEhPdpyqsfZU5X1_UCQvPw8cMKAEJvdagIiD2yoT_pzA9GGiRCYGej3InL&typo=1>   [Image removed by sender.]<https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fwww.lesmills.com%2f&c=E,1,H2ToK1Sny-CQZWC3bhfHVDtGiGh6GOQn59Mtn0BHGvMsvRffmWPHyYKY6M0zjeqZQPPhdIrDI7g3Gk_r_IxCvbESWApL68CMe69bpr74dExZqjdnNw,,&typo=1>  [Image removed by sender.]<https://www.facebook.com/LesMillsUK>  [Image removed by sender.]<https://www.instagram.com/lesmillsuk>  [Image removed by sender.]<https://www.linkedin.com/company/les-mills-uk-lmuk->  [Image removed by sender.]<https://www.youtube.com/user/lesmillsgroupfitness>  [Image removed by sender.]<https://twitter.com/lesmills>     On 10/08/2020, 09:56, “Kevin Henderson” <[email-masked]> wrote:  Danny, Nate, Support  We are – to put in bluntly – fed up with trying to download your software.  We have tried both in our work environment and a home environment, both to no avail. and both with very fast broadband.  As per your instructions, the device was not been turned off through-out.  We are now in excess of 2 weeks, not only trying to download your software, but 2 weeks of lost business.  The I-pad Pro is now back in our work place, at Sale LC, in case anyone from Les Mills wants to consider a site visit to help us.  My colleague Helena is contactable via 07540 853 835. My contact is 07903 490 563  We await a response from your support team.  Regards, Kevin     ——-Original Message——- From: Danny Vickers [mailto:[email-masked]] Sent: 04 August 2020 09:24 To: CHRIS LAFFEY; Helena Taylor; Kevin Henderson; Jo Cherrett; Gareth Evans Cc: Nate Garven Subject: RE: Les Mills download  Chris,  May be worth contacting the virtual support line on 020 80892105 – [email-masked]  They will log a ticket and be able to support from an technical perspective.  Let me know how you get on.  Danny  Danny Vickers | Customer Experience Manager – North Les Mills UK | [email-masked] tel +44 7795 681896 | https://linkprotect.cudasvc.com/url?a=https%3a%2f%2f%2f%2fwww.lesmills.com%2fuk&c=E,1,BBxUKSKMuvd1FkCGj6JMHUbWgT68hS4SsVmz6fc6ZFSKR4KpFBlP7EBHoAiOcHjUQSdwlmJARdZJTe6snPfJ8Vy50-0ljz_iJYXHber&typo=1 ——-Original Message——- From: CHRIS LAFFEY <[email-masked]> Sent: 04 August 2020 06:59 To: Danny Vickers <[email-masked]>; Helena Taylor <[email-masked]>; Kevin Henderson <[email-masked]>; Jo Cherrett <[email-masked]>; Gareth Evans <[email-masked]>; Chris Laffey <[email-masked]> Cc: Nate Garven <[email-masked]> Subject: Les Mills download  Hi Danny  Could you please help  We have been downloading content since Thursday  My concern is …is there or have there been any reported issues for downloading content as this seems an extremely long duration  Also is there anyway your cuts can tap into the back end of the download to ensure we are getting there as the studio needs to open  Hope this e mail finds you well  With best wishes  Chris  Sent from my iPhone 3828:859387