Subject: Ticket re-opened - [#3905] FW: World Gym Burleigh - Scheduling Issues
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 08 Sep 2020 22:49:24 +0000

Hi Pritish Nandi,  Ticket “#3905 – FW: World Gym Burleigh - Scheduling Issues” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3905 to view the ticket.  Ticket comment   
Hi Charlotte, 

 
 
Yes they are using Chrome and the correct scheduler link. That said, the problem actually occurred through the iPad, not the scheduler. This is what the club has reported as happening: 

 

TIME = MONDAY 7TH 4.30PM 

 
Logged in to iPad change release number 10 mins before class from 12 to 14.

However 12 started so I went to the iPad at door and stopped it and cancelled class, thinking I could then play on-demand the Right one 14….. It would not allow me in to select it. I could go to it but not choose
 it to play.

It also times out very fast and I had to keep starting at the beginning again…. (the class was waiting so little stressful) .

Then ran to car to get a laptop and logged into the scheduler, firstly wouldn't allow me to schedule class as it said the class had already been … Eventually, I could reschedule for 4.45pm and it did eventually
 play the right one.

Then went into scheduler that night to change some classes but it was in Franciscan Health fitness centres Chesterton ….

That has now gone this morning so assumed Greg fixed it..

I would just like to know what to do in the future if an instructor needs to change the class that was scheduled or would it be better not to schedule the instructor classes and let them choose their class at the
 time as long as it lets them do it and we can get the timeout to be extended???

 
 
Any advise Charlotte would be appreciated. 

 

 

 

 

 

 

 

 

Kind
 regards,

 

 

Kathryn Tighe | Business
 Partnership Manager QLD & TAS 
Les Mills Asia Pacific | [email-masked] 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
L: 02 6215 8121 | M: 0432 220 792 | www.lesmills.com.au   

 

 

 

 

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 From: Les Mills International <[email-masked]> 
Sent: Tuesday, 8 September 2020 8:13 AM 
To: Greg Cartagena <[email-masked]> 
Cc: Kathryn Tighe <[email-masked]> 
Subject: Re: FW: World Gym Burleigh - Scheduling Issues

 

 Hi Greg, 

 
 I haven't seen this before but my first guess is that they're either not using the correct link or not using Chrome as their browser.  They need to click on 'Login with Les Mills Asia Pacific' as below through
this link and then enter their username which is 224274 and their password. 

 ​ 

 ​ 
 
 Also, please advise them that Scheduler updates can take up to 20 minutes to reach the iPad provided it is online and in sync.  For last minute changes they're better to play a class directly via the App in admin mode, rather than wait for Scheduler
 updates. 
 ​ 
 
 ​Thanks 
 ​ 
 Charlotte 

Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3905 

 

 
 
 On Tue, 8 Sep at 3:43 AM 
, Les Mills International <[email-masked]> wrote:
 
 Hi Greg, 
 ​ 
 Thank you for reaching out to us today. 
 ​ 
 
 We are checking this with our Level 2 Team. 

 
 In the meantime, please ask the customer to confirm that they are trying to log in with the correct Scheduler link: 

 
 https://uk.lesmillsvirtual.com/virtual/login 

 
 We also recommend using the Google Chrome browser for the Scheduler to work correctly. 
 ​ 
 
 Kind regards, 
Olesia 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3905  
 
 On Tue, 8 Sep at 3:04 AM 
, Greg Cartagena <[email-masked]> wrote:

   
 
 Hi Team, 

  

 I received this text below and photo after hours from Joely Davie at WG Burleigh. Can you please investigate and get back to her with instructions? 

  

 Hi Kathryn,  

  

 Can you give Joely a call when you can?

 

 
 Thank you, 

  

 Greg Cartagena  

 Les Mills Virtual AV Support Specialist 

  

  

 Hey Greg I’m having issues with the scheduler ... first I tried to change a release today 10 mins before it started and it didn’t schedule it ...so I cancelled it but it wouldn’t let me play a different one ...15 mins later it eventually
 scheduled ... but now I’m trying to get in and change classes for this week and this keeps coming up and then takes me back to log in every time.. 
 
Joely Davie 

 

  

 

 

 

 Sent from my iPhone 

 

 

 

 
 
 Sent from my iPhone