Subject: New Reply Received - Re: Virtual fitness iPad issue
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 28 Aug 2020 11:29:44 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Re: Virtual fitness iPad issue   Ticket comment <div dir="ltr" style="">
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<div style="direction:ltr">Evening Olesia, </div>
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<div style="direction:ltr">Thanks for your quick reply. The club name is IFC and username is [email-masked]. </div>
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<div style="direction:ltr" dir="ltr">Thanks</div>
<div style="direction:ltr" dir="ltr">Jeff</div>
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Friday, August 28, 2020 7:23:45 PM<br>
<b>To:</b> Jeff Li &lt;[email-masked]&gt;<br>
<b>Cc:</b> Jeff Li &lt;[email-masked]&gt;; Caleb Cheung &lt;[email-masked]&gt;; Brad Wharakura &lt;[email-masked]&gt;; Daniel Ball &lt;[email-masked]&gt;; Markus Harrison &lt;[email-masked]&gt;; Bryanne Calvo
 &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Re: Virtual fitness iPad issue
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<div dir="ltr">Hi Jeff,</div>
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<div dir="ltr">Thank you for contacting us today. We are sorry to hear about your issue with Les Mills Virtual App.</div>
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<div dir="ltr">In order to investigate the issue please provide us with the Club name and your Virtual username for the club which would be 6 digits followed by @lesmillsvirtual.com ( Example - [email-masked])<br>
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You may check it directly via your Virtual Scheduler under 'Settings' &gt; 'Club Preferences'.<br>
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You can also find your username in the Virtual App. Please follow the steps below.<br>
1.Unlock the padlock to the top right of the App<br>
2.Navigate to SETTINGS<br>
3.The username is to the left under 'Account'<br>
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<div dir="ltr">We are looking forward for your reply.<br>
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<div dir="ltr">​<br>
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<div dir="ltr">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/3874" rel="noreferrer" style="">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3874</a>
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<blockquote class="x_freshdesk_quote">On Fri, 28 Aug at 11:52 PM <span class="x_separator">
, Jeff Li &lt;[email-masked]&gt; wrote:
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<div style="direction:ltr">Thanks so much Kim. Looking forward to hearing from your team soon.
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<div>From: Kim Walker &lt;[email-masked]&gt;<br>
<b>Sent:</b> Friday, August 28, 2020 6:34:19 PM<br>
<b>To:</b> Jeff Li &lt;[email-masked]&gt;; Help Les Mills Virtual &lt;[email-masked]&gt;<br>
<b>Cc:</b> Caleb Cheung &lt;[email-masked]&gt;; Brad Wharakura &lt;[email-masked]&gt;; Daniel Ball &lt;[email-masked]&gt;; Markus Harrison &lt;[email-masked]&gt;; Bryanne Calvo &lt;[email-masked]&gt;;
 Charlotte Jansen &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Virtual fitness iPad issue </div>
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<div class="x_x_MsoNormal"><span style="">Hi Jeff,</span></div>
<div class="x_x_MsoNormal"><span style=""> </span></div>
<div class="x_x_MsoNormal"><span style="">Hope you are well mate.</span></div>
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<div class="x_x_MsoNormal"><span style="">I’m forwarding this through to our virtual support team who look after the general virtual app support issues. I stick to Ceremony &amp; Conquer setup and support, our helpdesk team look after the more complicated stuff.</span></div>
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<div class="x_x_MsoNormal"><span style="">Hopefully they can help you out with this one – I’m not too sure why that message might display like that.</span></div>
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<div class="x_x_MsoNormal"><span style="">Kind regards,</span></div>
<div class="x_x_MsoNormal"><span style="">Kim</span></div>
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<b><span style="font-size: 12pt; color: black">From:
</span></b><span style="font-size: 12pt; color: black">Jeff Li &lt;[email-masked]&gt;<br>
<b>Date: </b>Friday, 28 August 2020 at 9:28 PM<br>
<b>To: </b>Kim Walker &lt;[email-masked]&gt;<br>
<b>Cc: </b>Caleb Cheung &lt;[email-masked]&gt;, Brad Wharakura &lt;[email-masked]&gt;, Daniel Ball &lt;[email-masked]&gt;, Markus Harrison &lt;[email-masked]&gt;, Bryanne Calvo &lt;[email-masked]&gt;<br>
<b>Subject: </b>Virtual fitness iPad issue </span>
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<div class="x_x_MsoNormal">Dear Kim, </div>
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<div class="x_x_MsoNormal">Hope this email finds you well. We have encountered an issue with our iPad today when our colleague checked if the classes could be played manually from the downloaded content. </div>
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<div class="x_x_MsoNormal">The error message</div>
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<div class="x_x_MsoNormal"><span style="font-family:HelveticaNeue">Basically, when we try to play a class, a Pop Up Error will state that there is not enough time to play any selected classes as there is a Scheduled Class at -6154 minutes.</span></div>
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<div class="x_x_MsoNormal"><span style="font-family:HelveticaNeue">According to the clock shown on iPad the class was tested at 3:35pm and the next scheduled class should be at 4:30pm. But the system showed that it didn’t have sufficient time to play the class. </span></div>
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<div class="x_x_MsoNormal"><span style="font-family:HelveticaNeue">Please find the attached picture for the error message.</span></div>
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<div class="x_x_MsoNormal"><span style="font-family:HelveticaNeue">Can you please help check and advise what can be done here? </span></div>
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<div class="x_x_MsoNormal"><span style="font-family:HelveticaNeue">Thank so much</span></div>
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<div class="x_x_MsoNormal"><span style="font-family:HelveticaNeue">Jeff </span></div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3874