Subject: New Reply Received - FW: Splash
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 14 Sep 2020 11:25:03 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  FW: Splash  Ticket comment <div dir="ltr">
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<div style="direction: ltr">Hi Pritish. </div>
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<div style="direction: ltr">Yes all devices were connected and linked to the scheduler. We just did not have any content to download yet due to the billing start date.
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<div style="direction: ltr">The Three iPads were all tested, the App was set up with 3 separate projectors in different studios and the projectors IP address in each studio and the Video start and End commands were tested.  </div>
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<div style="direction: ltr">We re-attended today and found the iPad in question sitting at the LM virtual login page on the App.  </div>
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<div style="direction: ltr">Nobody has deleted any App at all.  The other two iPads remain logged into the App and appear fine. It is just this one device in question for the Reformer studio that will not accept the username and passcode (and it is identical
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<div style="direction: ltr">I’m sorry, this is all the information I can provide. The iPad has internet connection, it simply won’t allow the App to log in.  Entering in the username and passcode and the little spinning wheel appears and then the message dialogue
 box on the screen as per below. </div>
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<div style="direction: ltr">Paul Smith</div>
<div style="direction: ltr">Director (Vic)</div>
<div style="direction: ltr">AV Media Systems (VIC)</div>
<div style="direction: ltr">TEL: 0410 587 544</div>
<div style="direction: ltr">[email-masked]</div>
<div style="direction: ltr">(Sent from iPhone)</div>
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Monday, September 14, 2020 7:24:26 PM<br>
<b>To:</b> [email-masked] &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked] &lt;[email-masked]&gt;; Paul Smith &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: FW: Splash
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<div dir="ltr">Hi Paul,</div>
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<div dir="ltr">Thank you for your clarification and also correcting the names of the studios. </div>
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<div dir="ltr">Looking at the " Reformer Studio" we do see that the studio is not in sync for the past 9 hours. </div>
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<div dir="ltr">Could you please advise if this studio was operational earlier and did someone delete the app from the device recently?</div>
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<div dir="ltr">​Any background to the issue would be helpful to investigate and help sort it out as soon as possible. </div>
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<div dir="ltr">Kind Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3931" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3931</a><br>
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<blockquote class="x_freshdesk_quote">On Mon, 14 Sep at 7:53 PM <span class="x_separator">
, Paul Smith &lt;[email-masked]&gt; wrote:
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<div class="x_MsoNormal"><span style="">Hi Pritish,</span></div>
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<div class="x_MsoNormal"><span style="">I have just corrected the labelling in the scheduler to reflect the Ipads – the Reformer studio ipad has not synced for 7 hours yet the other two ipads  have synced within the last 30 minutes. This would seem to me that
 it is still not signed in to the App.</span></div>
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<div class="x_MsoNormal"><span style="">I’ll leave this to sort out with Toa but just thought Id pass this on as you may have been looking at the wrong device in the scheduler – understandably we have no way of determining the correct device until content downloads
 however given one has not synced for 7 hours I’m confident that’s the Reformer studio in question.
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<div class="x_MsoNormal"><span style="">Thank you, </span></div>
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<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Monday, 14 September 2020 4:48 PM<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> [email-masked]; Paul Smith &lt;[email-masked]&gt;; [email-masked]; [email-masked]<br>
<b>Subject:</b> Re: FW: Splash</span> </div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Hi Greg and Jasmine,</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Thank you for forwarding it to Toa.</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>@ Hi Toa,</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Could you check once and advise if everything is running as per your expectations?</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>We will leave this ticket open for another couple of days if you need assistance with anything else. </span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Kind Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3931" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3931</a></span></div>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>On Mon, 14 Sep at 7:41 PM
<span class="x_separator">, Greg Cartagena &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="x_MsoNormal"><span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica Neue"'>Thanks Pritish,
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<span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica Neue"'>Greatly appreciated…</span><span style='font-size:10.0pt; font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt; font-family:"Tahoma",sans-serif; color:#212121'>Kind Regards,</span><span style='font-size:10.0pt; font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt; font-family:"Tahoma",sans-serif; color:#212121'>Greg</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"'>From:
</span><span style='font-size:12.0pt; font-family:"Helvetica Neue"; color:black'>Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Reply-To: </b>Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Date: </b>Monday, 14 September 2020 at 4:12 PM<br>
<b>To: </b>Greg Cartagena &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc: </b>Jasmine Bourchier &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;, "<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>" &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject: </b>Re: FW: Splash</span><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Hi Greg and Paul,</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Thank you for reaching out to us regarding the Virtual App login issue. </span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>I have checked their scheduler for " Reformer Studio" and can see that the Virtual App was in sync with the scheduler from the last eight minutes which means that they were
 able to successfully log in to the Virtual App. </span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'><img id="x__x0000_i1026" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzM3Mzc4MDMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.M1gDKnJRGEx4j5lTTaPT_WjVLSC8sIZ9uBhk3xb7udo" alt="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzM3Mzc4MDMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.M1gDKnJRGEx4j5lTTaPT_WjVLSC8sIZ9uBhk3xb7udo"></span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>The error message " Looks like no studio registered to the account"  shows dues to the below mentioned reasons:</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>1. Either the app was deleted which made the device de-register to the studio it was connected to</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>2. or The club is not setup for an additional studio (device) </span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084192-i-m-seeing-the-error-message-looks-like-there-are-no-studios-that-can-be-registered-to-the-account-right-now-" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084192-i-m-seeing-the-error-message-looks-like-there-are-no-studios-that-can-be-registered-to-the-account-right-now-</a></span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>At this time it seems that the device is registered and synced. Unfortunately, I do not have the email address for Toa so unable to send him this information. Could you please
 forward this email to Toa or provide us his email address to check with him directly?</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>We would be happy to provide any further assistance if required. </span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Looking forward to your reply soon. </span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Kind Regards,</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Pritish</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Les Mills Virtual App</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3931" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3931</a></span></div>
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<span style='font-size:1.0pt; font-family:"fdtktid",serif; color:white'>3931:859387</span><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3931