Subject: New Reply Received - FW: World Gym Burleigh - Scheduling Issues
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 09 Sep 2020 06:46:39 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  FW: World Gym Burleigh - Scheduling Issues  Ticket comment <div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 11pt; color: rgb(0, 0, 0); background-color: rgb(255, 255, 255)">
Hi Charlotte,</div>
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Thanks for your email. Joely is the owner of the club and has the ipad login. If she has the iPad login, shouldn't she be able to stop a class and play another class outside of On-Demand time? Joely said that "when <span style="color: rgb(0, 0, 0); font-family: Calibri, sans-serif, serif, EmojiFont"><span style="margin: 0px; color: black"><i>12
 started she went to the iPad at door and stopped it and cancelled class, then tried to play release 14….. but it should not allow her to select it"."
</i>why would this be? She said she was pressing on the play button but nothing was happening. Would you be able to see on your end why it wouldn't allow her to select release number 14 of THE TRIP live?</span></span>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Wednesday, 9 September 2020 3:44 PM<br>
<b>To:</b> Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Cc:</b> Kathryn Tighe &lt;[email-masked]&gt;; Jasmine Bourchier &lt;[email-masked]&gt;; Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: FW: World Gym Burleigh - Scheduling Issues
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<div dir="ltr">Hi Kathryn,</div>
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<div dir="ltr">I assume you're talking about TRIP live?  If so, I think the best option (for an uninterrupted member experience) is to schedule an On Demand slot, this means the instructor can select the TRIP release on the App without having to enter admin
 mode.  They need to be advised not to pause the class, just hit play as soon as they want the class to start and let it run to completion  (the pause feature will be fixed in the next App release later this year).</div>
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<div dir="ltr">Scheduler updates can take 20 minutes (and they need to be done on a desktop computer, not the iPad), so this isn't advisable for last minute changes.</div>
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<div dir="ltr">I hope that helps.</div>
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<div dir="ltr">Kind regards</div>
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<div dir="ltr">Charlotte<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3905" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3905</a><br>
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<blockquote class="x_freshdesk_quote">On Wed, 9 Sep at 12:37 PM <span class="x_separator">
, Kathryn Tighe &lt;[email-masked]&gt; wrote:
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Hi Greg, Charlotte,</div>
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Greg, no worries at all. <span style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:11pt">Nothing needs to be fixed per say, I just need Charlotte's advice on the below:</span>
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<span style="margin:0px; color:black">Hi Charlotte,</span> </div>
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<span style="margin:0px; color:black"> </span> </div>
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<span style="margin:0px; color:black">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:</span>
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<i><span style="margin:0px; color:black">TIME = MONDAY 7</span></i><i><sup><span style="margin:0px; font-size:12pt; color:black">TH</span></sup><span style="margin:0px; color:black"> 4.30PM</span></i><span style="margin:0px; font-size:12pt; color:black"></span>
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<i><span style="margin:0px; color:black">Logged in to iPad change release number 10 mins before class from 12 to 14.</span></i><span style="margin:0px; font-size:12pt; color:black"></span>
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<i><span style="margin:0px; color:black">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.</span></i><span style="margin:0px; font-size:12pt; color:black"></span>
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<i><span style="margin:0px; color:black">It also times out very fast and I had to keep starting at the beginning again…. (the class was waiting so little stressful) .</span></i><span style="margin:0px; font-size:12pt; color:black"></span>
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<i><span style="margin:0px; color:black">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.</span></i><span style="margin:0px; font-size:12pt; color:black"></span>
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<i><span style="margin:0px; color:black">Then went into scheduler that night to change some classes but it was in Franciscan Health fitness centres Chesterton ….</span></i><span style="margin:0px; font-size:12pt; color:black"></span>
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<i><span style="margin:0px; color:black">That has now gone this morning so assumed Greg fixed it..</span></i><span style="margin:0px; font-size:12pt; color:black"></span>
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<i><span style="margin:0px; color:black">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???</span></i><span style="margin:0px; font-size:12pt; color:black"></span>
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<span style="margin:0px; color:black"> </span><span style="margin:0px; font-size:12pt; color:black"></span>
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<span style="margin:0px; color:black">Any advise Charlotte would be appreciated.</span>
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<strong style="font-family:arial,helvetica,sans-serif; widows:1"><span style="margin:0px; font-size:8pt; font-family:arial,helvetica,sans-serif,serif,EmojiFont">Kathryn Tighe </span></strong><span style="margin:0px; font-size:7.5pt; color:gray; widows:1"><span style="margin:0px; font-size:8pt">|<b> Business
 Partnership Manager QLD &amp; TAS</b></span><br>
<span style="margin:0px; font-size:8pt">Les Mills Asia Pacific | [email-masked]</span></span><span style="margin:0px; font-size:7.5pt; widows:1"><br>
</span><span style="margin:0px; font-size:8pt; color:gray; widows:1">PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style="margin:0px; font-size:7.5pt; widows:1"><br>
</span><span style="margin:0px; font-size:7.5pt; color:gray; widows:1"><span style="margin:0px; font-size:8pt">L: 02 6215 8121 | M: 0432 220 792 | </span><span style="margin:0px; color:rgb(0,90,149)"><span style="margin:0px"><span style="margin:0px"><span style="margin:0px; color:blue"><span style="margin:0px; font-size:8pt; color:rgb(226,197,1)"><a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer" style="margin:0px; color:rgb(0,90,149)"><span style="margin:0px; color:rgb(0,0,0)">www.lesmills.com.au</span></a>  <br>
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<div>From: Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Sent:</b> Wednesday, 9 September 2020 9:07 AM<br>
<b>To:</b> Kathryn Tighe &lt;[email-masked]&gt;; Les Mills International &lt;[email-masked]&gt;<br>
<b>Cc:</b> Jasmine Bourchier &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: World Gym Burleigh - Scheduling Issues </div>
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<span lang="EN-US">Hi Kathryn,</span> </div>
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<span lang="EN-US"> </span> </div>
<div class="x_x_MsoNormal" style="margin:0cm 0cm 0.0001pt; font-size:11pt; font-family:Calibri,sans-serif">
<span lang="EN-US">I have not played a part other than reporting for Joely. Have not fixed anything from my end I’m afraid.</span>
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<span style="font-size:10pt; font-family:Tahoma,sans-serif; color:rgb(33,33,33)">Kind Regards,</span>
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<span style="font-size:10pt; font-family:Tahoma,sans-serif; color:rgb(33,33,33)">Greg</span>
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<span style="font-size:10pt; font-family:Tahoma,sans-serif; color:rgb(33,33,33)"> </span>
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<span style="font-size:10pt; font-family:Tahoma,sans-serif; color:rgb(33,33,33)">Greg Cartagena | Virtual AV Support Specialist</span><span style="font-size:11.5pt; color:rgb(33,33,33)"><br>
</span><span style="font-size:10pt; font-family:Tahoma,sans-serif; color:rgb(33,33,33)">Les Mills Asia Pacific | <a href="http://www.lesmills.com.au" rel="noreferrer"><span style="color:purple">www.lesmills.com.au</span></a> </span><span style='font-size:12pt; font-family:"Times New Roman",serif; color:rgb(33,33,33)'></span>
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<span style="font-size:10pt; font-family:Tahoma,sans-serif; color:rgb(33,33,33)">PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style='font-size:12pt; font-family:"Times New Roman",serif; color:rgb(33,33,33)'></span>
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<span style="font-size:10pt; font-family:Tahoma,sans-serif; color:rgb(33,33,33)">Tel
</span><span style="font-size:10pt; font-family:Tahoma,sans-serif; color:black">+61 455 508 248
</span><span style="font-size:10pt; font-family:Tahoma,sans-serif; color:rgb(33,33,33)">| Email
<a href="mailto:[email-masked]" rel="noreferrer"><span style="color:rgb(5,99,193)">[email-masked]</span></a></span><span style='font-size:10.0pt; font-family:"Tahoma",sans-serif'></span>
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<span style="color:rgb(33,33,33)">AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm</span><span style='font-family:"Times New Roman",serif; color:rgb(33,33,33)'>
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<b><span style="color:black; background:white">WORLD UNITED | A fully customisable global event | Re-engage &amp; attract members | Turbocharge your relaunch | </span></b><b><u><span style="color:rgb(104,136,201); background:white"><a href="http://www.lesmills.com.au/united" target="_blank" title="http://www.lesmills.com.au/united" rel="noreferrer"><span style="color:purple">www.lesmills.com.au/united</span></a></span></u></b><span style="color:black"></span>
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<b><span style="font-size:12pt; color:black">From: </span></b><span style="font-size:12pt; color:black">Kathryn Tighe &lt;[email-masked]&gt;<br>
<b>Date: </b>Wednesday, 9 September 2020 at 8:49 AM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;, Les Mills International &lt;[email-masked]&gt;<br>
<b>Cc: </b>Jasmine Bourchier &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: FW: World Gym Burleigh - Scheduling Issues</span> </div>
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<span style="color:black">Hi Charlotte,</span> </div>
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<span style="color:black">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:</span>
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<i><span style="color:black">TIME = MONDAY 7</span></i><i><sup><span style="font-size:12pt; font-family:inherit,serif; color:black">TH</span></sup><span style="color:black"> 4.30PM</span></i><span style="font-size:12pt; color:black"></span>
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<i><span style="color:black">Logged in to iPad change release number 10 mins before class from 12 to 14.</span></i><span style="font-size:12pt; color:black"></span>
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<i><span style="color:black">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.</span></i><span style="font-size:12pt; color:black"></span>
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<i><span style="color:black">It also times out very fast and I had to keep starting at the beginning again…. (the class was waiting so little stressful) .</span></i><span style="font-size:12pt; color:black"></span>
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<i><span style="color:black">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.</span></i><span style="font-size:12pt; color:black"></span>
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<i><span style="color:black">Then went into scheduler that night to change some classes but it was in Franciscan Health fitness centres Chesterton ….</span></i><span style="font-size:12pt; color:black"></span>
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<i><span style="color:black">That has now gone this morning so assumed Greg fixed it..</span></i><span style="font-size:12pt; color:black"></span>
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<i><span style="color:black">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???</span></i><span style="font-size:12pt; color:black"></span>
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<span style="color:black">Any advise Charlotte would be appreciated.</span> </div>
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<span style="font-size:10pt; font-family:Arial,sans-serif; color:black">Kind regards,</span>
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<strong><span style="font-size:8pt; font-family:Arial,sans-serif; color:black; background:white">Kathryn Tighe </span></strong><span style="font-size:8pt; font-family:Verdana,sans-serif; color:gray; background:white">|<b> Business Partnership Manager QLD &amp;
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</span><span style="font-size:8pt; font-family:Verdana,sans-serif; color:gray; background:white">Les Mills Asia Pacific | [email-masked]</span><span style="font-size:7.5pt; font-family:Verdana,sans-serif; color:black; background:white"><br>
</span><span style="font-size:8pt; font-family:Verdana,sans-serif; color:gray; background:white">PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style="font-size:7.5pt; font-family:Verdana,sans-serif; color:black; background:white"><br>
</span><span style="font-size:8pt; font-family:Verdana,sans-serif; color:gray; background:white">L: 02 6215 8121 | M: 0432 220 792 | </span><span style="font-size:8pt; font-family:Verdana,sans-serif; color:rgb(226,197,1); background:white"><a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer"><span style="color:black">www.lesmills.com.au</span></a>  <br>
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<b><span style="color:black; background:white">Q3 QUARTERLY EWORKSHOPS | 4th, 5th, 6th of September | Live-streamed so you can upskill from home or the club | <a href="http://www.lesmills.com.au/quarterly-eworkshops" target="_blank" rel="noreferrer">www.lesmills.com.au/quarterly-eworkshops</a></span></b>
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<b><span style="font-size:10.5pt; font-family:Arial,sans-serif; color:black; background:white"><a href="https://www.lesmills.com.au/quarterly-eworkshops" title='"https://www.lesmills.com.au/quarterly-eworkshops" t ' rel="noreferrer"><span style="color:black; text-decoration:none"><span style="color:blue"><img width="600" height="128" id="x_x__x0000_i1029" alt="cid:d773a45c-39cf-4aee-874a-ba26ac2d0a1d" style="width:6.25in; height:1.3333in" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzMzOTUwNzQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.Cjd87LtaMKdaIGGnmVdFsPL-AQIu7h5OyjROIq1ojdI"></span></span></a></span></b><span style="font-size:12pt; color:black; background:white"></span>
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<b><span style="color:black; background:white">WORLD UNITED | A fully customisable global event | Re-engage &amp; attract members | Turbocharge your relaunch | </span></b><b><u><span style="font-size:10pt; font-family:Arial,sans-serif; color:rgb(104,136,201); background:white"><a href="http://www.lesmills.com.au/united" target="_blank" title="http://www.lesmills.com.au/united" rel="noreferrer"><span style='font-size:11.0pt; font-family:"Calibri",sans-serif'>www.lesmills.com.au/united</span></a></span></u></b><span style="font-size:12pt; color:black; background:white"></span>
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<span style="font-size:10pt; font-family:Arial,sans-serif; color:rgb(127,127,127); background:rgb(253,253,253)">The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks is expressly prohibited.
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<b><span style="color:black">From:</span></b><span style="color:black"> Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Tuesday, 8 September 2020 8:13 AM<br>
<b>To:</b> Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Cc:</b> Kathryn Tighe &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: FW: World Gym Burleigh - Scheduling Issues</span> </div>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Hi Greg,</span> </div>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>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 <a href="https://uk.lesmillsvirtual.com/virtual/login" rel="noreferrer">
this link</a> and then enter their username which is 224274 and their password.  </span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>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
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>​Thanks</span> </div>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Charlotte</span> </div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3905" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3905</a></span> </div>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>On Tue, 8 Sep at 3:43 AM
<span class="x_x_xseparator">, Les Mills International &lt;[email-masked]&gt; wrote:
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Hi Greg,</span> </div>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Thank you for reaching out to us today.</span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>We are checking this with our Level 2 Team.</span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>In the meantime, please ask the customer to confirm that they are trying to log in with the correct Scheduler link:</span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'><a href="https://uk.lesmillsvirtual.com/virtual/login" rel="noreferrer">https://uk.lesmillsvirtual.com/virtual/login</a></span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>We also recommend using the Google Chrome browser for the Scheduler to work correctly.</span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Kind regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3905" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3905</a> </span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>On Tue, 8 Sep at 3:04 AM
<span class="x_x_xseparator">, Greg Cartagena &lt;[email-masked]&gt; wrote: </span>
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<span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica Neue"'>Hi Team,</span><span style='font-size:10.0pt; font-family:"Helvetica Neue"'></span>
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<span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica Neue"'>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?</span><span style='font-size:10.0pt; font-family:"Helvetica Neue"'></span>
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<span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica Neue"'>Hi Kathryn,
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<span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica Neue"'>Can you give Joely a call when you can?
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<span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica Neue"'>Thank you,</span><span style='font-size:10.0pt; font-family:"Helvetica Neue"'></span>
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<span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica Neue"'>Greg Cartagena
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<span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica Neue"'>Les Mills Virtual AV Support Specialist</span><span style='font-size:10.0pt; font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>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
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Joely Davie</span> </div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3905