Subject: Ticket re-opened - [#3874] Re: Virtual fitness iPad issue
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 02 Sep 2020 04:28:54 +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   
 Hi Caleb and Ming,  

 

 Any update on the IFC virtual system? Please advise.  

 

 Thanks,  

 

 
Jeff Li
 
Group Fitness Coordinator | Pure Group 
 
20/F Asia Standard Tower 
59-65 Queen's Road Central 
Central Hong Kong 
D +852 2122 4333

 
 
M +852 6012 1105 
E [email-masked] 

 

   

 
  
 From: Les Mills International <[email-masked]>
 
Sent: Tuesday, 1 September 2020 11:13 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]>;
 Ming Lai <[email-masked]>; Jeff Li <[email-masked]>; Alex Cheuk <[email-masked]> 
Subject: Re: Re: Virtual fitness iPad issue

 

 

 
 Hi Jeff, 

 
 
 ​ 

 
 
 This is a quick follow up. 
 
Did you manage to run a diagnostic test on iPad for IFC main studio? Did this help to solve the problem? 
 
Please let us know if you still need our assistance. We will keep this ticket open for a couple more days. 

 

   

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

 

 
On Mon, 31 Aug at 6:28 PM
, Jeff Li <[email-masked]> wrote:

 

 

 Hi Ming,

 

  

 
 
 The issue was reported last Friday so it was more recent. Bryanne tried to manually test run a class but the system wouldn’t allow.

 

  

 
 
 Can you help check with the instructions given by LM in the previous email of this thread? 

 

   

 
 Thanks

 

 Jeff

 

 

 

 Get
Outlook for iOS  

 

 

 

 From: Ming Lai <[email-masked]> 
Sent: Monday, August 31, 2020 1:16:58 PM 
To: Caleb Cheung <[email-masked]>; Jeff Li <[email-masked]>; Les Mills International <[email-masked]> 
Cc: Brad Wharakura <[email-masked]>; Daniel Ball <[email-masked]>; Markus Harrison <[email-masked]>;
 Bryanne Calvo <[email-masked]>; Alex Cheuk <[email-masked]> 
Subject: Re: Re: Virtual fitness iPad issue  

 

 

 

 
 Dear Caleb and Jeff, 

 

   

 
 I have been IFC in Mid august, I have checked with the staff in IFC , the main studio and cycling room are normal.

 

  

 
 
 Is the issue reported recently? 

 

   

 
 Best Regards, 

 
 
 Ming 

 

  

 
 
 Get
Outlook for iOS  

 

 

 
From: Caleb Cheung <[email-masked]> 
Sent: Monday, August 31, 2020 12:30:23 PM 
To: Ming Lai <[email-masked]>; Jeff Li <[email-masked]>; Les Mills International <[email-masked]> 
Cc: Brad Wharakura <[email-masked]>; Daniel Ball <[email-masked]>; Markus Harrison <[email-masked]>;
 Bryanne Calvo <[email-masked]>; Alex Cheuk <[email-masked]> 
Subject: RE: Re: Virtual fitness iPad issue

 

   

 

 
 
 Hi Ming, 

 

Did you visit iFC?  Please advise the latest healthiness.  Thanks a lot. 

 

 

 
 
 Regards, 

 
 
 Caleb 

 

 

 
 
Manager, Infrastructure & Operation

 

 

 

 

PURE International (HK) Ltd.

 

 
20/F Asia Standard Tower

 

 
59-65 Queen's Road Central

 

 
Central Hong Kong

 

 
D +852 3691 3955

 

 
T +852 3691 3988

 

 
E
[email-masked]

 

 
 www.pure-international.com 

 

 

 

 

 

 

 

 
 
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From: Jeff Li <[email-masked]>
 
Sent: Monday, August 31, 2020 11:33 AM 
To: Les Mills International <[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 Caleb,

 

 

 

 

 Please help with this. From the report we received, Cycling studio virtual worked just fine but it’s the Main Studio that needs to be fixed.

 

 

 

 

 Thanks

 

 
 
 Jeff 

 

 

 

 

 Get

Outlook for iOS  

 

 

 

From: Jeff Li <[email-masked]> 
Sent: Saturday, August 29, 2020 12:07:21 AM 
To: Les Mills International <[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

 

 

 

 

 

 
 
 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  

 

 

 

 

3874:859387

 

 

 

 

 

3874:859387