Subject: Ticket re-opened - [#3837] Re: ProActive Health
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 13 Aug 2020 00:10:15 +0000

Hi Pritish Nandi,  Ticket “#3837 – Re: ProActive Health” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3837 to view the ticket.  Ticket comment    
That is great to hear thanks Pritish. 

 
 
 We will wait to hear Paul’s confirmation.   

  

  
  
​ 

 
 Kind Regards,  

  

 
 Jasmine Bourchier | Launch Coach for NSW, QLD, TAS, ACT, NT, SA and WA 

 Les Mills Asia Pacific | [email-masked] 

 
 PO Box 3998 Manuka ACT 2603 AUSTRALIA 

 tel 61 2 6215 8120 | fax +612 6282 0563 | Click or tap to follow the link" style=“color:rgb(0,90,149)”>www.lesmills.com.au 

  

 Re-launch with ​Les 
 Mills UNITED  – Join the movement on our global launch date – Saturday the 19th September 2020 - CLICK 
 HERE for 
 further info 

 
 Grab 
 your comprehensive guide to reopening from our 
 online Re-Set Hub - click 
 here to 
 download.  

  

  

 

 
 The contents of this email and its attachments are confidential and privileged. Any unauthorised us of the contents 
 or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments.BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN 
 TO MOVE®, CHAIN®, CLUB COUNT®, CXWORX®,  IMMERSIVE FITNESS®, LES MILLS BARRE™, LES MILLS GRIT®, LES MILLS SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH’BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP® are all registered trademarks of Les Mills Asia Pacific.  

 

 

 

 

 

 
   
 From: Les Mills International <[email-masked]> 
Sent: Wednesday, 12 August 2020 6:24 PM 
To: Greg Cartagena <[email-masked]> 
Cc: Miriam Cohen <[email-masked]>; [email-masked] <[email-masked]>; Jasmine Bourchier <[email-masked]> 
Subject: Re: Re: ProActive Health 

 
 
 Hi ​Jasmine, 
 ​ 
 Thank you for sharing the details. 
 ​  
 As per the backend report we do see that the iPad is downloading other programs as well apart from the Live Background.  
 ​  
 @ Hi Paul, Could you please confirm if the issue still persists?  
 ​  
 Looking for your feedback.  
 ​ 
 Best Regards, 
Pritish 
Customer Services 
Les Mills Virtual App 
 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3837  

   

 
 On Wed, 12 Aug at 8:00 PM  
, Jasmine <[email-masked]> wrote: 
  
Hi Pritish, 

 
 
 The club is called Pro-Active Health in Inverell NSW Australia 

 Their Les Mills Asia Pacific Customer # is 118770 

 LMI username is [email-masked] 

 Password is Classes2020 

 

 

 

 

 

 

 

 

 

 
 
 ​ 

 
 Kind Regards,  

  

 
 Jasmine Bourchier | Launch Coach for NSW, QLD, TAS, ACT, NT, SA and WA 

 Les Mills Asia Pacific | [email-masked] 

 
 PO Box 3998 Manuka ACT 2603 AUSTRALIA 

 tel 61 2 6215 8120 | fax +612 6282 0563 | Click or tap to follow the link" style=“color:rgb(0,90,149)”>www.lesmills.com.au 

  

 Re-launch with ​Les 
 Mills UNITED  – Join the movement on our global launch date – Saturday the 19th September 2020  CLICK 
 HERE for 
 further info    

Grab 
 your comprehensive guide to reopening from our 
 online Re-Set Hub  click 
 here to 
 download.  

  

  

 

 
 The contents of this email and its attachments are confidential and privileged. Any unauthorised us of the contents 
 or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments.BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN 
 TO MOVE®, CHAIN®, CLUB COUNT®, CXWORX®,  IMMERSIVE FITNESS®, LES MILLS BARRE™, LES MILLS GRIT®, LES MILLS SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH’BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP® are all registered trademarks of Les Mills Asia Pacific.  

 

 

 

 

 

 

 From: Les Mills International <[email-masked]> 
Sent: Wednesday, 12 August 2020 4:56 PM 
To: Greg Cartagena <[email-masked]> 
Cc: Miriam Cohen <[email-masked]>; [email-masked] <[email-masked]>; Jasmine Bourchier <[email-masked]> 
Subject: Re: Re: ProActive Health  

 
 
 Hi Greg, 
 ​  
 Thank you for reaching out to us and we are sorry to hear issues with Virtual App. 
 ​  
 Could you please help us with the club name and the virtual username for the account? 
 ​  
 Once the information is received we would be able to check the backend and advise you on the possible resolution.  
 ​  
 Looking forward to your reply soon.  
 ​ 
 Best Regards, 
 Pritish 
 Customer Services 
 Les Mills Virtual App 
 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3837  

   

 
 On Wed, 12 Aug at 6:18 PM  
, Greg Cartagena <[email-masked]> wrote: 
  
 Hi Support team, 

  

 AVMS are setting up a new Virtual App system and content is not loading as expected. 

 

 
 Please review comments in the email trail by Paul Smith regarding the problem he is experiencing. 

 

 
 Many thanks for your help. 

  

 
 Kind Regards, 

  

 Greg 

  

 
 Greg Cartagena | Virtual AV Support Specialist 
Les Mills Asia Pacific | www.lesmills.com.au  

 
 
 PO Box 3998 Manuka ACT 2603 AUSTRALIA 

 
 
 Tel 
+61 455 508 248 
| Email [email-masked] 

 

 
 
 Please note, my standard office hours are: Mondays – Fridays 9:30am – 2:30pm 

 

   

 

 

  

 
 Download our 
 comprehensive guide, to help you return to teaching with confidence.   

 

 
 
 The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks is expressly prohibited. If 
 you receive this email in error, please contact us, then delete the email and the attachments. BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN TO MOVE®, CLUB COUNT®, CXWORX®,  IMMERSIVE FITNESS®, LES MILLS BARRE™, LES MILLS GRIT®, LES 
 MILLS SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH’BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP® are all registered trademarks of Les Mills Asia Pacific. 

 

 

   

   

 
 From:  
Jasmine Bourchier <[email-masked]> 
Date: Wednesday, 12 August 2020 at 2:56 PM 
To: Greg Cartagena <[email-masked]>, Paul Smith <[email-masked]> 
Cc: Miriam Cohen <[email-masked]> 
Subject: Re: ProActive Health    

 

   

 
 Hi Greg, 

 

  

 

 
 
 I was just about to email Paula and ask how he got on. 

  

 Shame to hear that it is still not working… 

  

 Paul, would you be able to contact the LM App Help desk and explain the troubles you 
are experiencing? The help desk are 24 hr support and the Australian number is + 61 (28) 3173611 

  

 
 That is the best suggestion I have at this point. 

 
 ​ 

 
 Kind Regards, 

 

 
 
 Jasmine Bourchier | Launch Coach for NSW, QLD, TAS, ACT, NT, SA and 
 WA 

 
 
 Les Mills Asia Pacific | [email-masked] 

 
 
 PO Box 3998 Manuka ACT 2603 AUSTRALIA 

 
 
 tel 61 2 6215 8120 | fax +612 6282 0563 | Click or tap to follow the link" rel="noreferrer">www.lesmills.com.au 

 
 
 Re-launch with 
​Les Mills UNITED  – Join the movement on our global launch date – Saturday the 19th 
 September 2020 - CLICK HERE for further info 

 
 
 Grab your comprehensive guide to reopening from our online Re-Set Hub - click 
 here to download.  

 

  

 

 The contents of this email and its attachments are confidential and privileged. Any unauthorised 
 us of the contents or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments.BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN TO MOVE®, CHAIN®, CLUB COUNT®, CXWORX®,  IMMERSIVE 
 FITNESS®, LES MILLS BARRE™, LES MILLS GRIT®, LES MILLS SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH’BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP® are all registered trademarks of Les Mills Asia Pacific. 

 

 

 

 

 

 

 
 From: Greg Cartagena <[email-masked]> 
Sent: Wednesday, 12 August 2020 2:51 PM 
To: Jasmine Bourchier <[email-masked]>; Paul Smith <[email-masked]> 
Cc: Miriam Cohen <[email-masked]> 
Subject: Re: ProActive Health    

  

  

 
 
 Hi Jasmine, 

   

 I just spoke to Paul and content is still not showing. 

 

 
 Can we follow up with those that might be able to help? Thanks… 

   

 
 Kind Regards, 

   

 Greg 

   

 
 Greg Cartagena | Virtual AV Support Specialist 
Les Mills Asia Pacific | www.lesmills.com.au  

 
 PO Box 3998 Manuka ACT 2603 AUSTRALIA 

 
 Tel 
+61 455 508 248 
| Email [email-masked] 

 

 
 
 Please note, my standard office hours are: Mondays – Fridays 9:30am – 2:30pm 

 

 

 

 

 Download our 
 comprehensive guide, to help you return to teaching with confidence.   

 

 
 The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks is expressly prohibited. If 
 you receive this email in error, please contact us, then delete the email and the attachments. BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN TO MOVE®, CLUB COUNT®, CXWORX®,  IMMERSIVE FITNESS®, LES MILLS BARRE™, LES MILLS GRIT®, LES 
 MILLS SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH’BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP® are all registered trademarks of Les Mills Asia Pacific. 

   

 

 

 

 From:  
Jasmine Bourchier <[email-masked]> 
Date: Tuesday, 11 August 2020 at 4:02 PM 
To: Paul Smith <[email-masked]> 
Cc: Miriam Cohen <[email-masked]>, Greg Cartagena <[email-masked]> 
Subject: Re: ProActive Health    

 

 

 

 

 
 Hi Paul, 

 

 

 
 Thanks for raising these issues. I have raised it further with our IT seem because as far as I am aware, we have processed everything correctly in our system 
 and can’t see with you are experiencing these issues. 

 

 

   

 Our IT team have just performed a “re-set” on the clubs account and this should come into effect within the next 24 hours. Please let me know if the content 
 is still not showing and it is still not linking to the scheduler by tomorrow afternoon.   

 ​ 

 Kind Regards, 

   

 
 Jasmine Bourchier | Launch Coach for NSW, QLD, TAS, ACT, NT, SA and 
 WA    

  
Les Mills Asia Pacific | [email-masked] 

 
 PO Box 3998 Manuka ACT 2603 AUSTRALIA 

 
 tel 61 2 6215 8120 | fax +612 6282 0563 | Click or tap to follow the link" rel="noreferrer">www.lesmills.com.au 

 
 
 Re-launch with 
​Les Mills UNITED  – Join the movement on our global launch date – Saturday the 19th 
 September 2020 - CLICK HERE for further info 

 
 
 Grab your comprehensive guide to reopening from our online Re-Set Hub - click 
 here to download.  

 

  

 
 
 The contents of this email and its attachments are confidential and privileged. Any unauthorised us of the 
 contents or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments.BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN TO MOVE®, CHAIN®, CLUB COUNT®, CXWORX®,  IMMERSIVE 
 FITNESS®, LES MILLS BARRE™, LES MILLS GRIT®, LES MILLS SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH’BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP® are all registered trademarks of Les Mills Asia Pacific. 

 

 

 

 

 

 

 
 From: Paul Smith <[email-masked]> 
Sent: Tuesday, 11 August 2020 1:48 PM 
To: Miriam Cohen <[email-masked]>; Jasmine Bourchier <[email-masked]>; Greg Cartagena <[email-masked]> 
Cc: Greg Cartagena <[email-masked]> 
Subject: Re: ProActive Health    

  

  

 

 
 Thanks Miriam,  

 

 

 
 I don’t know what Bens launch date is as the delay has been the iPads. Now that I have the iPad and can potentially send this off this week the delay now is getting g the classes downloaded and linking tot he online schedule.  Ben 
 could potentially install next week and start testing if I can these two issues addressed.  A bit of a catch 22 at the moment 
😄  

 

   

 

 Paul Smith 

 
 
 Director (Vic) 

 
 
 AV Media Systems (VIC) 

 
 
 TEL: 0410 587 544 

 
 
 [email-masked] 

 
 
 (Sent from iPhone) 

 

 

 
 
 From: Miriam Cohen <[email-masked]> 
Sent: Tuesday, August 11, 2020 1:31:58 PM 
To: Paul Smith <[email-masked]>; Jasmine Bourchier <[email-masked]>; Greg Cartagena <[email-masked]> 
Cc: Greg Cartagena <[email-masked]> 
Subject: Re: ProActive Health    

  

  

 
 Hi Paul. 

   

 Thanks for the update. 

   

 The downloads should be able to be fixed. Jasmine will just need to adjust their launch date. Do you have an idea of when they might receive the iPad? That will help her with setting 
 the date. 

   

 In regards to not connecting to the scheduler, I haven’t heard of this before. 

   

 @Greg Cartagena have you 
 come across this when supporting clubs? 

   

 Thanks everyone, 

   

 Miriam 

 

 

 Get  
Outlook for Android  

 

 

 From: Paul Smith <[email-masked]> 
Sent: Tuesday, August 11, 2020 12:01:00 PM 
To: Jasmine Bourchier <[email-masked]>; Miriam Cohen <[email-masked]> 
Cc: Greg Cartagena <[email-masked]> 
Subject: ProActive Health    

  

  

 

 
 
 Good Morning Jasmine, Miriam, hope you’re both going well. 

   

 Our 4 ipads arrived today, and I am currently downloading classes for YMCA Parks,  High Country Fitness and have just completed the classes for ProActive Health. 

   

 I have just spoken to Ben at ProActive and he’s excited that its all coming together now – we should have this off to him at the end of this week. 

   

 Jasmine the download for ProActive is only 19 classes and they are all live backgrounds – I know this occurred a few times before and it was incorrect and required resetting at your end somewhere – can you please check this as 
 I’m sure this is not correct with just live backgrounds. Additionally the App is not linking to the scheduler , there seems to be a couple of issues on this one so far. 

   

 thanks in advance,  

   

   

 Paul, 

   

   

 CLICK HERE to view our Corporate profile VIDEO 

   

   

 Paul Smith 

 Director 

 
 av media systems (Vic) 

 

 

 

 
 Unit 16/45 Normanby Road 

 Notting Hill Vic 3168                  

 
 Australia 

 tel:   +61 3 9543 6525 

 fax:  +61 3 9543 6772 

 mob +61 410 587 544 

 www.avsystems.com.au 

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