Subject: New Reply Received - Re: Issue with Virtual Settings
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 26 Aug 2020 11:42:00 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Re: Issue with Virtual Settings  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">Hi! Yes, this issue has been solved. Thank you very much for your support.</span></div>
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<b><span lang="EN-US" style="font-size:9.0pt;color:black">Yulia Strelnikova
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Les Mills Russia | <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span><span lang="EN-US" style="font-size:9.0pt"></span>
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<span lang="EN-US" style="font-size:9.0pt;color:black">Tel</span><span style="font-size:9.0pt;color:black"> +7 926 650 51 05</span>
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<span style="font-size:9.0pt;color:black">Москва, Крылатская улица, 15</span><span lang="EN-US" style="font-size:9.0pt;color:black"> </span><span style="font-size:9.0pt;color:black">|</span><span lang="EN-US" style="font-size:9.0pt;color:black"> </span><span style="font-size:9.0pt;color:black"><br>
<a href="http://www.lesmills.com/ru" rel="noreferrer"><span lang="EN-US">www</span>.<span lang="EN-US">lesmills</span>.<span lang="EN-US">com</span>/<span lang="EN-US">ru</span></a></span>
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<div>From: Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Wednesday, August 26, 2020 14:12<br>
<b>To:</b> Yulia Strelnikova &lt;[email-masked]&gt;<br>
<b>Cc:</b> Yuriy Savelev &lt;[email-masked]&gt;; Nate Garven &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Re: Issue with Virtual Settings</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Yulia,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>This is a quick follow up email.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We can see that both studios are online. It looks like the issue has been resolved.<br>
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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.</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/ru-RU/support/solutions/articles/36000054280-%D0%BE%D0%BF%D1%82%D0%B8%D0%BC%D0%B8%D0%B7%D0%B0%D1%86%D0%B8%D1%8F-%D0%B1%D0%BE%D0%BB%D1%8C%D1%88%D0%B8%D1%85-%D0%B7%D0%B0%D0%B3%D1%80%D1%83%D0%B7%D0%BE%D0%BA" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/ru-RU/support/solutions/articles/36000054280-оптимизация-больших-загрузок</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We will close this ticket for now. However, you can always contact us if you need our assistance.</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/3868" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3868</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Wed, 26 Aug at 1:06 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 Yulia,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for the screenshot.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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.<br>
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Please let us know if the customer is still unable to log into the App.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best 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/3868" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3868</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Wed, 26 Aug at 12:03 AM
<span class="separator">, Yulia Strelnikova &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Hi, thank you for your replay!</span></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>The customer sent to us screenshot below.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Could you please check their account and advise what how to enter the app.</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'><a href="https://lesmills.my.salesforce.com/0019000001EnhzP" rel="noreferrer"><span lang="EN-US">https://lesmills.my.salesforce.com/0019000001EnhzP</span></a>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Thank you in advance!</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'>From: Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Tuesday, August 25, 2020 10:12<br>
<b>To:</b> Yulia Strelnikova &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> Yulia Strelnikova &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Yuriy Savelev &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Nate Garven &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Re: Issue with Virtual Settings</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Yulia,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for reaching out to us.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​I hope this would resolve the issue. Do let us know how it goes. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best Regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3868" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3868</a></span></div>
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<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt">
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 25 Aug at 7:51 PM
<span class="separator">, Yulia Strelnikova &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 Yulia</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Have copied in support.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Nate</span></div>
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<span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#000001'>Nate Garven</span><span style='font-size:1.0pt;font-family:"Times New Roman",serif;color:white'>​</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#000001'>
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<div class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7A7A7A'>Head of Market Implementation</span></div>
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<div class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7A7A7A'>Les Mills International</span></div>
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<div class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7A7A7A'><a href="mailto:[email-masked]" target="_blank" rel="noreferrer"><strong><span style='font-family:"Arial",sans-serif;color:#7A7A7A;font-weight:normal;text-decoration:none'>[email-masked]</span></strong></a></span></div>
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<div class="MsoNormal"><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7A7A7A'><a href="http://www.lesmills.com/uk" rel="noreferrer">www.lesmills.com/uk</a></span></div>
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<div class="MsoNormal"><span style="font-size:1.0pt"><a href="http://www.lesmills.com/united" target="_blank" rel="noreferrer"><span style="text-decoration:none"><img id="_x0000_i1026" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzIyNzM2NTYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.eDEKPb_dwpVl70ly-Xo9vVxan9MtIV1fJGCFQkUUiQY"></span></a></span></div>
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<b><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif;color:black'>From:
</span></b><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif;color:black'>Yulia Strelnikova &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Date: </b>Tuesday, 25 August 2020 at 07:48<br>
<b>To: </b>Nate Garven &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc: </b>Yuriy Savelev &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject: </b>Issue with Virtual Settings</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi, Nate!</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hope you are fine!</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We ave an urgent isuue with our customer
</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://lesmills.my.salesforce.com/0019000001EnhzP" rel="noreferrer"><span lang="EN-US">https://lesmills.my.salesforce.com/0019000001EnhzP</span></a>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Yesterday I created the 2nd studio. But the club can’t register their iPad to  Studio 2.</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>All programs are displayed on the first iPad. However in settings they chose which programs they want to leave on their 1<sup>st</sup> iPad.</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>They are trying to enter their account on the 2<sup>nd</sup> iPad with the same login and password - it writes an error, the device is not registered.</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Can you please check if all settings in SF are correct and advice what they can do in the app.</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you in advance!</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span lang="EN-US" style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:black'>Yulia Strelnikova
</span></b><span lang="EN-US" style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:black'>|
</span><span lang="EN-US" style='font-size:9.0pt;font-family:"Helvetica",sans-serif'>Customer Experience &amp; Key Account Support<span style="color:black"><br>
Les Mills Russia | <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:black'>Москва, Крылатская улица, 15</span><span lang="EN-US" style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:black'> </span><span style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:black'>|</span><span lang="EN-US" style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:black'> </span><span style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:black'><br>
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<b><i><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#990000'>Регистрируйтесь на
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<b><i><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#990000'><a href="https://www.lesmills.com/ru/instructors/%D0%BF%D0%B5%D1%80%D0%B2%D0%BE%D0%BD%D0%B0%D1%87%D0%B0%D0%BB%D1%8C%D0%BD%D0%BE%D0%B5-%D0%BE%D0%B1%D1%83%D1%87%D0%B5%D0%BD%D0%B8%D0%B5-new/" rel="noreferrer"><span style="color:#990000">Узнай
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3868