Subject: Ticket re-opened - [#3868] Re: Issue with Virtual Settings
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 26 Aug 2020 11:42:01 +0000

Hi Pritish Nandi,  Ticket “#3868 – Re: Issue with Virtual Settings” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3868 to view the ticket.  Ticket comment   
 Hi! Yes, this issue has been solved. Thank you very much for your support. 

 

  

 

 
Yulia Strelnikova
| Customer Experience & Key Account Support 
Les Mills Russia | [email-masked]

 
 
Tel +7 926 650 51 05

 
 
Москва, Крылатская улица, 15 |  
www.lesmills.com/ru

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 
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 From: Les Mills International <[email-masked]>
 
Sent: Wednesday, August 26, 2020 14:12 
To: Yulia Strelnikova <[email-masked]> 
Cc: Yuriy Savelev <[email-masked]>; Nate Garven <[email-masked]> 
Subject: Re: Re: Issue with Virtual Settings 

 

 

 Hi Yulia, 

 
 
 ​ 

 
 
 This is a quick follow up email. 

 
 
 ​ 

 
 
 We can see that both studios are online. It looks like the issue has been resolved. 
 
Also, please share a helpful link with the customer on how to optimize large downloads. Now the content will start loading and it may take a while because virtual classes are high definition videos. 

 

   

 
 https://lesmillsvirtualapp.freshdesk.com/ru-RU/support/solutions/articles/36000054280-оптимизация-больших-загрузок 

 
 
 ​ 

 
 
 We will close this ticket for now. However, you can always contact us if you need our assistance. 

 
 
 ​ 

 
 
 Kind regards, 
Olesia 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3868 

 

 
On Wed, 26 Aug at 1:06 AM
, Les Mills International <[email-masked]> wrote:

 

 
 Hi Yulia, 

 
 
 ​ 

 
 
 Thank you for the screenshot. 

 
 
 ​ 

 
 
 Please advise the customer to delete the application. Download it again from the App Store and login with their username and password. Note to the customer that the iPad
 must be connected to the Internet. 
 
Please let us know if the customer is still unable to log into the App. 

 
 
 ​ 

 
 
 Best Regards, 
​Olesia 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3868  

 

 
On Wed, 26 Aug at 12:03 AM
, Yulia Strelnikova <[email-masked]> wrote:

 

 
 Hi, thank you for your replay! 

 

The customer sent to us screenshot below.

 

 
Could you please check their account and advise what how to enter the app.

 

 https://lesmills.my.salesforce.com/0019000001EnhzP

 

   

 

Thank you in advance!

 

  

 

 

 

 
 From: Les Mills International <[email-masked]>
 
Sent: Tuesday, August 25, 2020 10:12 
To: Yulia Strelnikova <[email-masked]> 
Cc: Yulia Strelnikova <[email-masked]>; Yuriy Savelev <[email-masked]>; Nate Garven <[email-masked]> 
Subject: Re: Re: Issue with Virtual Settings 

 

 

 

 
 Hi Yulia, 

 

 
 ​ 

 

 
 Thank you for reaching out to us. 

 

 
 ​ 

 

 
 Could you please confirm if the club was able to login to the second studio successfully earlier or they are facing this issue from the start? 

 

 
 ​ 

 

 
 Generally, this error message would appear if the club has removed the device from the scheduler. However, it should return back to the login screen within 5 minutes and
 they should be able to log back in. The content will start loading from scratch as soon as they log in again. 

 

 
 ​ 

 

 
 If they still have issues logging in then please ask them for force close the Virtual app and try to reload again. Please see the link below to know how to force close the
 app: 

 

 
 ​ 

 

 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000154214-how-to-force-close-the-app 

 

 
 ​ 

 

 
 ​I hope this would resolve the issue. Do let us know how it goes.  

 

 
 ​ 

 

 
 Best Regards, 

 

 
 Pritish 

 

 
 Customer Services 

 

 
 Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3868 

 

 

 

 

 
 
 On Tue, 25 Aug at 7:51 PM
, Yulia Strelnikova <[email-masked]> wrote:

 

 
 
 Hi Yulia 

 

 
 Have copied in support. 

 

 

 

 
 
 Nate 

 

 

 

 

 

 

 

 

 

 

 

 

Nate Garven​

 

 

 
 
  |  

 

 
 Head of Market Implementation 

 

 

 

 

 
 
 Les Mills International 

 

 
  |  

 

 
 [email-masked] 

 

 

 

 
 
 tel +44 7711 907703

 

 
 
  |  

 

 
 www.lesmills.com/uk 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

  

 

 

 

 

 

 

  

 

 

 

 

 

 

 

 
 
From:
Yulia Strelnikova <[email-masked]> 
Date: Tuesday, 25 August 2020 at 07:48 
To: Nate Garven <[email-masked]> 
Cc: Yuriy Savelev <[email-masked]> 
Subject: Issue with Virtual Settings

 

 

 

 

 

 
 
Hi, Nate!

 

 

 
Hope you are fine!

 

 

 
We ave an urgent isuue with our customer
https://lesmills.my.salesforce.com/0019000001EnhzP

 

 

 

 

 

 
 
Yesterday I created the 2nd studio. But the club can’t register their iPad to  Studio 2.

 

 

 
All programs are displayed on the first iPad. However in settings they chose which programs they want to leave on their 1st iPad.

 

 

 
They are trying to enter their account on the 2nd iPad with the same login and password - it writes an error, the device is not registered.

 

 

 

 

 

 

 

 

 
 
Can you please check if all settings in SF are correct and advice what they can do in the app.

 

 

 

 

 

 
 
Thank you in advance!

 

 

 

 

 

 

 

 

 

 

 

 
 
Yulia Strelnikova
|
Customer Experience & Key Account Support 
Les Mills Russia | [email-masked]

 

 

 
Tel +7 926 650 51 05

 

 

 
Москва, Крылатская улица, 15 |  
www.lesmills.com/ru

 

 

   

 

 

 

 

 

 

 

 

 

 

 

  

 

 

  

 

 

 

 

 

 

 

 

 

 

 

 

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Бизнес Вебинары для Руководителей Фитнес клубов

 

 

 
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