Subject: Ticket re-opened - [#3905] 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,  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, 

 
 
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 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"."
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?

 

 

 

 

 

 

 

 

 
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   

 

 

 

 

Q3 QUARTERLY EWORKSHOPS | 4th,
 5th, 6th of September | Live-streamed so you can upskill from home or the club | www.lesmills.com.au/quarterly-eworkshops

 

 

 
 
WORLD
 UNITED | A fully customisable global event | Re-engage & attract members | Turbocharge your relaunch | www.lesmills.com.au/united

 

 

 
The contents of this email and its attachments are confidential and privileged. Any unauthorised
 use of the contents or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments. BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN TO MOVE®, CXWORX®,  IMMERSIVE
 FITNESS®, LES MILLS GRIT®, LES MILLS SPRINT®, LES MILLS TONE™, RPM®, SH'BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP® are all registered trademarks of Les Mills Asia Pacific. 

 

 

 

 

  
 From: Les Mills International <[email-masked]> 
Sent: Wednesday, 9 September 2020 3:44 PM 
To: Greg Cartagena <[email-masked]> 
Cc: Kathryn Tighe <[email-masked]>; Jasmine Bourchier <[email-masked]>; Greg Cartagena <[email-masked]> 
Subject: Re: FW: World Gym Burleigh - Scheduling Issues

 

 Hi Kathryn, 
 ​ 
 
 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). 
 ​ 
 
 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. 
 ​ 
 
 I hope that helps. 
 ​ 
 Kind regards 
 ​ 
 Charlotte 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3905 

 

 
 
 On Wed, 9 Sep at 12:37 PM 
, Kathryn Tighe <[email-masked]> wrote:

Hi Greg, Charlotte, 

 
 
Greg, no worries at all. Nothing needs to be fixed per say, I just need Charlotte's advice on the below:

 

 
 
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   

 

 

 

 

Q3 QUARTERLY EWORKSHOPS | 4th,
 5th, 6th of September | Live-streamed so you can upskill from home or the club | www.lesmills.com.au/quarterly-eworkshops

 

 

 
 
WORLD
 UNITED | A fully customisable global event | Re-engage & attract members | Turbocharge your relaunch | www.lesmills.com.au/united

 

 

 
The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents
 or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments. BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN TO MOVE®, CXWORX®,  IMMERSIVE FITNESS®, LES
 MILLS GRIT®, LES MILLS SPRINT®, LES MILLS TONE™, RPM®, SH'BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP® are all registered trademarks of Les Mills Asia Pacific. 

 

 

 

 

 

  

 From: Greg Cartagena <[email-masked]> 
Sent: Wednesday, 9 September 2020 9:07 AM 
To: Kathryn Tighe <[email-masked]>; Les Mills International <[email-masked]> 
Cc: Jasmine Bourchier <[email-masked]> 
Subject: Re: World Gym Burleigh - Scheduling Issues  

 
 
Hi Kathryn,  

 
I have not played a part other than reporting for Joely. Have not fixed anything from my end I’m afraid.

   

Kind Regards,

 

Greg

 

Greg Cartagena | Virtual AV Support Specialist 
Les Mills Asia Pacific | www.lesmills.com.au 

PO Box 3998 Manuka ACT 2603 AUSTRALIA

Tel
+61 455 508 248
| Email
[email-masked]

  
 
AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm

 
WORLD UNITED | A fully customisable global event | Re-engage & attract members | Turbocharge your relaunch | www.lesmills.com.au/united

 
 
The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks is expressly prohibited.
 If you receive this email in error, please contact us, then delete the email and any attachments.  

 

 

 

   

From: Kathryn Tighe <[email-masked]> 
Date: Wednesday, 9 September 2020 at 8:49 AM 
To: Greg Cartagena <[email-masked]>, Les Mills International <[email-masked]> 
Cc: Jasmine Bourchier <[email-masked]> 
Subject: Re: FW: World Gym Burleigh - Scheduling Issues  

 

 
 
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   

 

 

 

 

 
 
Q3 QUARTERLY EWORKSHOPS | 4th, 5th, 6th of September | Live-streamed so you can upskill from home or the club | www.lesmills.com.au/quarterly-eworkshops

 

 

 

 
WORLD UNITED | A fully customisable global event | Re-engage & attract members | Turbocharge your relaunch | www.lesmills.com.au/united

 

 

 

 

 
The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks is expressly prohibited.
 If you receive this email in error, please contact us, then delete the email and any attachments. BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN TO MOVE®, CXWORX®,  IMMERSIVE FITNESS®, LES MILLS GRIT®, LES MILLS SPRINT®, LES MILLS TONE™, RPM®, SH'BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE
 TRIP® are all registered trademarks of Les Mills Asia Pacific.

 

 

 

   

 

 
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