Subject: Ticket re-opened - [#3953] Issue Downloading Trip 21 - Fidelity Fitness
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Sun, 20 Sep 2020 10:07:02 +0000

Hi Pritish Nandi,  Ticket “#3953 – Issue Downloading Trip 21 - Fidelity Fitness” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3953 to view the ticket.  Ticket comment   
 Good afternoon Pritish 

  

 Here is a screen shot of what the clubs is experiencing.  They are still struggling for the download to start. 

  

 Any help/advice would be much appreciated 

 

 
 Many thanks 

  

 Lauren 

 

 

 
 
Lauren Downey
 | Group Fitness Specialist | Middle East |
 
Les Mills Middle East

 
 
Tel +971 4 5808466 |
www.lesmills.com/ae

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

  

  

  

  

 From: Les Mills International <[email-masked]>
 
Sent: Sunday, September 20, 2020 1:27 PM 
To: Lauren Downey <[email-masked]> 
Cc: [email-masked]; [email-masked]; Sarah Sibai <[email-masked]> 
Subject: Re: Issue Downloading Trip 21 - Fidelity Fitness

 

 

 
 Hi Lauren, 

 

   

 
 Thank you for the update.  

 
 
 ​ 

 
 
 We do see "The Trip Live 21" setup correct in the account so they should be able to download the release without any issues. 

 

   

 
 After checking the backend we do see that club has an intermittent internet connection. For downloads, it is recommended to have a steady internet connection so that the downloads
 could complete correctly.  

 

   

 
 It would be great if we could have a screenshot for the "Manage Download" section showing the "Download in progress" Tab. 

 

   

 
 Lastly, we have found an incomplete THE TRIP LIVE 17 download on the device which may not play to completion. For that reason, we would request the club to refresh the download
 by following the steps below: 

 

   

 
 Unlock the padlock to the top right of the APP 
Navigate to Manage Downloads > Downloaded 
Scroll to the affected release and hit the refresh button as in the below screenshot. 
 
The release will appear at the top of the ‘Downloading in Progress’ tab for re-download immediately provided your APP is connected to the internet 

 

   

 
 See example screenshot below: 

 

   

 

 

 
 
 ​Looking forward to your reply soon. 

 

   

 
 Best Regards, 

 
 
 Pritish 

 
 
 Customer Services 

 
 
 Les Mills Virtual App 

 

Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3953 

 

  

 

 
 
On Fri, 18 Sep at 6:52 AM
, Lauren Downey <[email-masked]> wrote: 

 

 Thanks for such a quick response Olesia. 

 
 
 They have attempted to start the download of Trip Live 21 but some reason it has not started to download. The club are connected to the wifi so no issues
 there and there is space available on the IPad. 

 
 
 @Myka Eisma
 if you could screen shot what you're seeing from your end that would be great. 

 
 
 Many thanks 

 
 
 Lauren 

 

 Get
Outlook for Android  

 

 

 

 
 
 From: Les Mills International <[email-masked]> 
Sent: Thursday, September 17, 2020 9:45:40 PM 
To: Lauren Downey <[email-masked]> 
Cc: [email-masked] <[email-masked]>; [email-masked] <[email-masked]>; Sarah Sibai <[email-masked]> 
Subject: Re: Issue Downloading Trip 21 - Fidelity Fitness  

 

 

 

 
 Hi Lauren, 

 
 
 ​ 

 
 
 Thank you for reaching out to us today. 

 
 
 ​ 

 
 
 What kind of the issue Club has with this download? It would be the best if Fidelity Fitness - Almas Tower Club can share with us a screenshot of the Manage Downloads. For this
 please follow these steps: 

 

   

 
 Unlock the padlock the top right of the APP 
Enter 4 digit admin code 
Navigate to SETTINGS>Manage downloads>'Downloading in progress' 

 

   

 
 We look forward to hearing from you. 

 

   

 
 ​​Best regards, 
Olesia 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3953  

 

 
On Fri, 18 Sep at 5:45 AM
, Lauren Downey <[email-masked]> wrote: 

 

 
 Good evening 

 

 

 
 
Fidelity Fitness are having issues Downloading Trip Live 21.

 

   

 

Would it be possible to check and see if there are any issues please as from our side it looks like they should have access to it.

 

   

 

Here are the Clubs details:

 

   

 

[email-masked]

 

   

 

[email-masked]

 

   

 

 

 
 
Many Thanks

 

   

 

 

 

 

Lauren Downey
 | Group Fitness Specialist | Middle East |
 
Les Mills Middle East

 

 
 Tel +971 4 5808466 |
www.lesmills.com/ae

 

 

 

 

 

  

 

 

 

 

 

 

  

 

 

 

 

 

 

 

 

 

 

   

 

 

 

 

 
3953:859387

 

  

Attachments :
1. Fidelity - Download issues.jpg