Subject: Ticket re-opened - [#3874] Re: Virtual fitness iPad issue
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 28 Aug 2020 16:07:27 +0000

Hi Pritish Nandi,  Ticket “#3874 – Re: Virtual fitness iPad issue ” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3874 to view the ticket.  Ticket comment   

 
 Thanks so much Olesia for the diagnosis.  

 
 Hi Caleb,  

 
 Can we look into the issue with the instructions provided by Les Mills. Thanks so much for your help.  

 
 
 Thank you all 
 Jeff  

 
 Get 
Outlook for iOS

 

  
 From: Les Mills International <[email-masked]> 
Sent: Friday, August 28, 2020 10:13:59 PM 
To: Jeff Li <[email-masked]> 
Cc: Caleb Cheung <[email-masked]>; Brad Wharakura <[email-masked]>; Daniel Ball <[email-masked]>; Markus Harrison <[email-masked]>; Bryanne Calvo <[email-masked]> 
Subject: Re: Re: Virtual fitness iPad issue

 

 Hi Jeff, 
 ​ 
 Thank you for your prompt response. 
 ​ 
 
 Your IFC Main studio seems to be out of sync for the last 11 days. This is probably because your device is offline. In the screenshot, we see a red padlock, which also signals that your application is offline. Please bring the iPad back online
 and follow the below steps to re-establish a connection with the Scheduler and detect any issues.

 
 
 Tap the padlock to the top right of the App 
 Enter your admin code 
 Navigate to SETTINGS > Version > Run diagnostics   

 
 Please let us know if the diagnostics test detects any errors and what those errors are.

 ​ 
 
 Best Regards, 
Olesia 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3874

 On Sat, 29 Aug at 12:29 AM 
, Jeff Li <[email-masked]> wrote:

 
 
 Evening Olesia,  

 
 Thanks for your quick reply. The club name is IFC and username is [email-masked].  

 
 
 Thanks 
 Jeff 

 
 Get 
Outlook for iOS  

  

 
 From: Les Mills International <[email-masked]> 
Sent: Friday, August 28, 2020 7:23:45 PM 
To: Jeff Li <[email-masked]> 
Cc: Jeff Li <[email-masked]>; Caleb Cheung <[email-masked]>; Brad Wharakura <[email-masked]>; Daniel Ball <[email-masked]>; Markus Harrison <[email-masked]>; Bryanne Calvo
 <[email-masked]> 
Subject: Re: Re: Virtual fitness iPad issue  

 
 
 Hi Jeff, 
 ​ 
 
 Thank you for contacting us today. We are sorry to hear about your issue with Les Mills Virtual App. 

 
 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]) 
 
You may check it directly via your Virtual Scheduler under 'Settings' > 'Club Preferences'. 
 
You can also find your username in the Virtual App. Please follow the steps below. 
1.Unlock the padlock to the top right of the App 
2.Navigate to SETTINGS 
3.The username is to the left under 'Account' 

 We are looking forward for your reply. 
 
 ​ 
 
 Kind Regards, 
Olesia 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3874  
 
 On Fri, 28 Aug at 11:52 PM 
, Jeff Li <[email-masked]> wrote:

 Thanks so much Kim. Looking forward to hearing from your team soon.

 

 
 Get 
Outlook for iOS  

  

 From: Kim Walker <[email-masked]> 
Sent: Friday, August 28, 2020 6:34:19 PM 
To: Jeff Li <[email-masked]>; Help Les Mills Virtual <[email-masked]> 
Cc: Caleb Cheung <[email-masked]>; Brad Wharakura <[email-masked]>; Daniel Ball <[email-masked]>; Markus Harrison <[email-masked]>; Bryanne Calvo <[email-masked]>;
 Charlotte Jansen <[email-masked]> 
Subject: Re: Virtual fitness iPad issue  

 
 Hi Jeff, 
   
 Hope you are well mate. 
   
 I’m forwarding this through to our virtual support team who look after the general virtual app support issues. I stick to Ceremony & Conquer setup and support, our helpdesk team look after the more complicated stuff. 
   
 Hopefully they can help you out with this one – I’m not too sure why that message might display like that. 
   
 Kind regards, 
 Kim 

 

   

 

 

 

 Kim Walker​

  |  
 AV Solutions Manager 

 

 

 

 Les Mills International 
  |  
 [email-masked] 

 

 

 tel +64 21 542 998
 
  |  
 www.lesmills.com 

 

 

 

 

  

 

 

 

  

  

 

 

 

 

From:
Jeff Li <[email-masked]> 
Date: Friday, 28 August 2020 at 9:28 PM 
To: Kim Walker <[email-masked]> 
Cc: Caleb Cheung <[email-masked]>, Brad Wharakura <[email-masked]>, Daniel Ball <[email-masked]>, Markus Harrison <[email-masked]>, Bryanne Calvo <[email-masked]> 
Subject: Virtual fitness iPad issue 

 

 
 
 Dear Kim,  

   

 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.  

   

 The error message 

 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. 

  

 
 
 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.  

  

 
 
 Please find the attached picture for the error message. 

  

 

 

 

 

 Can you please help check and advise what can be done here?  

  

 
 
 Thank so much 

 Jeff  

 Get 
Outlook for iOS