Subject: New Reply Received - FW: Splash
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 14 Sep 2020 20:59:00 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  FW: Splash  Ticket comment <div>
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<div style="direction: ltr">Olesia the names of the iPads have already been changed in the iPad settings. They are no longer “Paul’s Ipad” these were changed last week and the change is not being reflected on the scheduler.
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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> Tuesday, September 15, 2020 12:12:19 AM<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 quick reply.</div>
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<div dir="ltr">Yes, you mentioned that the studio names were not corrected. But I'm talking about the name of the device: 'Paul's iPad'. All three devices have the same name (please see picture below).</div>
<div><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzM3ODIzMTgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.OKlX-_LlajRPzzqWaEOMfulpTZJTkPIQPIJjmBZdzFw" style="width:auto; display:block; vertical-align:top; margin:5px auto 5px 0px; text-align:left"></div>
<div dir="ltr">To change the name of your iPad, please follow these steps:</div>
<div dir="ltr">1. Launch the Settings app  </div>
<div dir="ltr">2. Tap the General&gt;About at the top of the next screen&gt;Name.<br>
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<div dir="ltr">Erase the name  and then enter a new name for the device<br>
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<div dir="ltr">​Please let us know if you have any further questions.<br>
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<div dir="ltr">Best Regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App</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>
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<blockquote class="x_freshdesk_quote">On Tue, 15 Sep at 2:20 AM <span class="x_separator">
, Paul Smith &lt;[email-masked]&gt; wrote:
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<div style="direction:ltr">Thank you Olesia, </div>
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<div style="direction:ltr">While I’m happy to make the suggested changes to the scheduler, I will also forward this to the customer and hopefully he will be able to perform the login actions for the App as the site is over 2 hours return trip for us just to
 enter in a login code. </div>
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<div style="direction:ltr">Additionally, the iPad names have indeed been changed. I mentioned in a previous email that names of each IPad reflected the studio (Cycle, group fitness and Reformer) so I’m am sure why these names have not adjusted according in
 the scheduler.  </div>
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<div style="direction:ltr">Should <span id="x_ms-outlook-ios-cursor"></span>they all be deleted and then re-added you think ?
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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 11:10:03 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 </div>
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<div dir="ltr">Hi Paul,</div>
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<div dir="ltr">Thank you for your response and the screenshot.</div>
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<div dir="ltr" style="box-sizing:border-box; line-height:18px">Please follow the steps below to resolve login issue with the Reformer Studio:<br>
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<div style="box-sizing:border-box; line-height:18px">1. <a href="https://uk.lesmillsvirtual.com/virtual/login" rel="noreferrer" target="">
Log into the Virtual scheduler </a>tool via your desktop with your Virtual username and password.</div>
<div style="box-sizing:border-box; line-height:18px">2. Click on the Settings icon and select 'Manage Devices' .</div>
<div style="box-sizing:border-box; line-height:18px">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 like to remove (in the below example there is only one device
 connected)</div>
<div style="box-sizing:border-box; line-height:18px">4. Click the Green button: SAVE CHANGES to process the device unlinking.</div>
<div style="box-sizing:border-box; line-height:18px">5. Once this has processed, it will take 5 minutes for the app to become ready for connecting/pairing with your studio timetable.</div>
<div style="box-sizing:border-box; line-height:18px">6. Log into the iPad app with your Virtual username and password and select your studio from the list and begin setup.</div>
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<div><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjg2NjIxNTUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.YCLYHQIzms2JEWOYxHKgkCoaMYlQH6nryz365H56nnQ" class="x_x_inline-image" alt="image" title="image"></div>
Also, I would suggest that you rename your devices so that you can easily distinguish which iPad is in which Studio.</div>
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<div dir="ltr">Please let us know how it goes.<br>
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<div dir="ltr">Best 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/3931" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3931</a> </div>
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<blockquote class="x_x_freshdesk_quote">On Tue, 15 Sep at 12:25 AM <span class="x_x_separator">
, Paul Smith &lt;[email-masked]&gt; wrote:
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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
 to the other two iPads) </div>
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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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<img id="x_x_id-C397D21D-5E8F-4FB4-8AC7-0001386C7872" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzM3NjgwNjYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.49LaQyhHiXY1rZV8-N5EXktWpqhC7boIP7mjEjs_Wzw" alt="Image.jpeg" style="max-width:100%"><br>
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<div class="x_x_ms-outlook-ios-signature">
<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 </div>
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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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