Subject: New Reply Received - Virtual app to scheduler link
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 09 Sep 2020 21:16:37 +0000 (UTC)

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual app to scheduler link  Ticket comment <div class="WordSection1">
<div class="MsoNormal">So you know, I tried, unsuccessfully, to contact both of our les mills reps for assistance then spoke to Jane at Supreme Audio who, installed for us, and she was the one that recommended the uninstall.   I only found this support email
 in one of the error messages while we were trying to figure this out.  There should be a more dedicated IT support system around the time of install of hardware for these issues since the reps are impossible to get in touch with. 
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<div class="MsoNormal">I did as you instructed below.  The good news is we can now get into the app, but the bad news is the app and the scheduler both say ‘unlinked device’ again. 
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>Thanks,</span></div>
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<span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'><br>
</span><b><span style='font-family:"Arial",sans-serif;color:#73000A'>Michael Lagomarsine, MS, CSCS, USAW</span></b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'><br>
<b>Assistant Director of Fitness</b><br>
<i>he/him/his<br>
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803-576-9371<br>
<a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#73000A">[email-masked]</span></a> | <a href="https://sc.edu/studentlife" rel="noreferrer"><span style="color:#73000A">sc.edu/studentlife </span></a>| <a href="https://twitter.com/UofSCStuLife" rel="noreferrer"><span style="color:#73000A">@UofSCStuLife</span></a><br>
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Department of Student Life<br>
University of South Carolina<br>
Strom Thurmond Wellness &amp; Fitness Center</span>
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<span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'>Solomon Blatt PE Center<br>
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<div>From: Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Wednesday, September 9, 2020 1:43 PM<br>
<b>To:</b> LAGOMARSINE, MICHAEL &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Virtual app to scheduler link</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Michael,</span></div>
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<div class="MsoNormal" style="line-height:13.5pt"><span style='font-size:10.0pt;font-family:"Segoe UI",sans-serif'>Thank you for reaching out to support today. We are sorry to hear about your issue with Virtual App.</span></div>
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<div class="MsoNormal" style="line-height:13.5pt"><span style='font-size:10.0pt;font-family:"Segoe UI",sans-serif'>We never recommend uninstalling the app as it will delete the content as well. Now you need to re-link Room 125 to the Scheduler. To do this, kindly
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<div class="MsoNormal" style="line-height:13.5pt"><span style='font-size:10.0pt;font-family:"Segoe UI",sans-serif'>1.
<a href="https://protect2.fireeye.com/v1/url?k=6a772e80-34eac443-6a776041-86a241424e9f-57b88f7298fbf7c7&amp;q=1&amp;e=12e36dd4-84e5-4cd2-8e41-6b990962a703&amp;u=https%3A%2F%2Fuk.lesmillsvirtual.com%2Fvirtual%2Flogin" rel="noreferrer">
Log into the Virtual scheduler </a>tool via your desktop with your Virtual username:
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> and the password which you created.</span></div>
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<div class="MsoNormal" style="line-height:13.5pt"><span style='font-size:10.0pt;font-family:"Segoe UI",sans-serif'>2. Click on the Settings icon and select 'Manage Devices'.</span></div>
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<div class="MsoNormal" style="line-height:13.5pt"><span style='font-size:10.0pt;font-family:"Segoe UI",sans-serif'>3. To the right you will see options to ‘REMOVE DEVICE’ (highlighted in yellow below). Click on the option that corresponds to the device you would
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<div class="MsoNormal" style="line-height:13.5pt"><span style='font-size:10.0pt;font-family:"Segoe UI",sans-serif'>4. Click the Green button: SAVE CHANGES to process the device unlinking.</span></div>
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<div class="MsoNormal" style="line-height:13.5pt"><span style='font-size:10.0pt;font-family:"Segoe UI",sans-serif'>5. Once this has processed, it will take 5 minutes for the app to become ready for connecting/pairing with your studio timetable.</span></div>
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<div class="MsoNormal" style="line-height:13.5pt"><span style='font-size:10.0pt;font-family:"Segoe UI",sans-serif'>6. Log into the iPad app with your Virtual username and password and select your studio from the list and begin setup.</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'><img width="1" height="600" style="width:.0069in;height:6.25in" id="_x0000_i1025" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjg2NjIxNTUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.YCLYHQIzms2JEWOYxHKgkCoaMYlQH6nryz365H56nnQ" alt="image"></span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Please let us know how it goes.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Warm regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3919" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3919</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Thu, 10 Sep at 5:55 AM
<span class="separator">, LAGOMARSINE, MICHAEL &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hello,
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>We are having trouble signing into the app on our iPad. This is a brand new unit and we were having issues then told to uninstall the app. When we reinstalled it and try to log
 in, it says "looks like there are no studios that can be registered to the account right now" </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Can we get support for this? We want to launch by the end of the week and this is holding us up.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thanks,<br>
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Michael Lagomarsine, MS, CSCS, USAW<br>
Assistant Director of Fitness<br>
he/him/his<br>
<br>
803-576-9371<br>
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> | <a href="http://sc.edu/studentlife" rel="noreferrer">sc.edu/studentlife</a> | @UofSCStuLife<br>
<br>
Department of Student Life<br>
University of South Carolina<br>
Strom Thurmond Wellness &amp; Fitness Center Solomon Blatt PE Center</span></div>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>3919:859387</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3919