Subject: New Reply Received - 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,  The customer has responded to the ticket.  Issue Downloading Trip 21 - Fidelity Fitness  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Good afternoon Pritish</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Here is a screen shot of what the clubs is experiencing.  They are still struggling for the download to start.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Any help/advice would be much appreciated 
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Many thanks</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Lauren</span></div>
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<b><span lang="EN-AU" style='font-size:8.0pt;font-family:"Avenir LT Com 35 Light";color:black;mso-fareast-language:EN-NZ'>Lauren Downey
</span></b><span lang="EN-AU" style='font-size:8.0pt;font-family:"Avenir LT Com 35 Light";color:gray;mso-fareast-language:EN-NZ'> | Group Fitness Specialist | Middle East |
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</span><span lang="EN-AU" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:gray'>Les Mills Middle East</span><span lang="EN-AU" style='font-size:8.0pt;font-family:"Avenir LT Com 35 Light";color:gray;mso-fareast-language:EN-NZ'></span>
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<span lang="EN-AU" style='font-size:8.0pt;font-family:"Avenir LT Com 35 Light";color:gray;mso-fareast-language:EN-NZ'>Tel +971 4 5808466 |
<a href="http://www.lesmills.com/ae" rel="noreferrer"><span style="color:#0563C1">www.lesmills.com/ae</span></a>
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<a href="http://www.lesmills.com/" target="_blank" rel="noreferrer"><span style="color:gray;mso-fareast-language:EN-NZ;text-decoration:none"><img width="155" height="30" style="width:1.6145in;height:.3125in" id="Picture_x0020_1" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzQyNTIzNDcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.u4unb0xDBWo0ggQ-KJqDWS6HTq2Pr5f6O3fPov111ZM" alt="LesMills"></span></a><span style="mso-fareast-language:EN-NZ"></span>
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<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Sunday, September 20, 2020 1:27 PM<br>
<b>To:</b> Lauren Downey &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked]; [email-masked]; Sarah Sibai &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Issue Downloading Trip 21 - Fidelity Fitness</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue"'>Hi Lauren,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue"'>Thank you for the update. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue"'>​</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue"'>We do see "The Trip Live 21" setup correct in the account so they should be able to download the release without any issues.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue"'>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. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue"'>It would be great if we could have a screenshot for the "Manage Download" section showing the "Download in progress" Tab.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue"'>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
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue"'>Unlock the padlock to the top right of the APP<br>
Navigate to Manage Downloads &gt; Downloaded<br>
Scroll to the affected release and hit the refresh button as in the below screenshot.<br>
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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</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue"'>See example screenshot below:</span></div>
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<div class="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="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue"'>Best Regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue"'>Pritish</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue"'>Customer Services</span></div>
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<div class="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/3953" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3953</a></span></div>
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<span style='font-size:10.0pt;font-family:"helvetica neue"'>On Fri, 18 Sep at 6:52 AM
<span class="separator">, Lauren Downey &lt;[email-masked]&gt; wrote: </span>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-family:"Arial",sans-serif;color:black'>Thanks for such a quick response Olesia.</span></div>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-family:"Arial",sans-serif;color:black'>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.</span></div>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-family:"Arial",sans-serif;color:black'><a id="OWAAM1" href="mailto:[email-masked]" rel="noreferrer"><span style='font-family:"Arial",sans-serif;text-decoration:none'>@Myka Eisma</span></a>
 if you could screen shot what you're seeing from your end that would be great.</span></div>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-family:"Arial",sans-serif;color:black'>Many thanks</span></div>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-family:"Arial",sans-serif;color:black'>Lauren</span></div>
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<div class="MsoNormal"><span style='font-family:"Arial",sans-serif;color:black'>Get
<a href="https://aka.ms/ghei36" rel="noreferrer">Outlook for Android</a> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue"'>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Thursday, September 17, 2020 9:45:40 PM<br>
<b>To:</b> Lauren Downey &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked] &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;; Sarah Sibai &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Issue Downloading Trip 21 - Fidelity Fitness </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue"'>Hi Lauren,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue"'>Thank you for reaching out to us today.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue"'>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:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue"'>Unlock the padlock the top right of the APP<br>
Enter 4 digit admin code<br>
Navigate to SETTINGS&gt;Manage downloads&gt;'Downloading in progress'</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"helvetica neue"'>​​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/3953" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3953</a> </span></div>
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<span style='font-size:10.0pt;font-family:"helvetica neue"'>On Fri, 18 Sep at 5:45 AM
<span class="xseparator">, Lauren Downey &lt;[email-masked]&gt; wrote: </span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Calibri Light",sans-serif'>Good evening</span></div>
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<span style='font-size:10.0pt;font-family:"Calibri Light",sans-serif'>Fidelity Fitness are having issues Downloading Trip Live 21.</span><span style='font-size:10.0pt;font-family:"helvetica neue"'></span>
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<span style='font-size:10.0pt;font-family:"Calibri Light",sans-serif'>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.</span><span style='font-size:10.0pt;font-family:"helvetica neue"'></span>
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<span style='font-size:10.0pt;font-family:"Calibri Light",sans-serif'>Here are the Clubs details:</span><span style='font-size:10.0pt;font-family:"helvetica neue"'></span>
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<span style='font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:black'><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span><span style='font-size:10.0pt;font-family:"helvetica neue"'></span>
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<span style='font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:black'><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span><span style='font-size:10.0pt;font-family:"helvetica neue"'></span>
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<span style='font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:black'>Many Thanks</span><span style='font-size:10.0pt;font-family:"helvetica neue"'></span>
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<b><span lang="EN-AU" style='font-size:8.0pt;font-family:"Avenir LT Com 35 Light";color:black'>Lauren Downey
</span></b><span lang="EN-AU" style='font-size:8.0pt;font-family:"Avenir LT Com 35 Light";color:gray'> | Group Fitness Specialist | Middle East |
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</span><span lang="EN-AU" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:gray'>Les Mills Middle East</span><span lang="EN-AU">
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<div class="MsoNormal"><span lang="EN-AU" style='font-size:8.0pt;font-family:"Avenir LT Com 35 Light";color:gray'>Tel +971 4 5808466 |
<a href="http://www.lesmills.com/ae" rel="noreferrer"><span style="color:#0563C1">www.lesmills.com/ae</span></a>
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<div class="MsoNormal"><a href="http://www.lesmills.com/" target="_blank" rel="noreferrer"><span style="color:gray;border:solid windowtext 1.0pt;padding:0in;text-decoration:none"><img width="155" height="30" style="width:1.6145in;height:.3125in" id="x_Picture_x0020_1" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzQyNTIzNTQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.6slyhhOMZsPi7KdXqJnuMeBptfEZEYaJaLW-vyOMfQQ" alt="Image removed by sender. LesMills"></span></a></div>
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<div class="MsoNormal"><a href="http://www.facebook.com/lesmills" target="_blank" rel="noreferrer"><span style="color:gray;border:solid windowtext 1.0pt;padding:0in;text-decoration:none"><img width="24" height="30" style="width:.25in;height:.3125in" id="x_Picture_x0020_2" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzQyNTIzNTUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.nYB9-poOP5LPVLoG5ZRJWmNeF6Qkbv3v7tnlfjbG90A" alt="Image removed by sender. facebook"></span></a></div>
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<div class="MsoNormal"><a href="http://www.twitter.com/lesmills" target="_blank" rel="noreferrer"><span style="color:gray;border:solid windowtext 1.0pt;padding:0in;text-decoration:none"><img width="24" height="30" style="width:.25in;height:.3125in" id="x__x005f_x0000_i1029" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzQyNTIzNTUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.nYB9-poOP5LPVLoG5ZRJWmNeF6Qkbv3v7tnlfjbG90A" alt="Image removed by sender. twitter"></span></a></div>
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<div class="MsoNormal"><a href="http://www.linkedin.com/company/les-mills-international" target="_blank" rel="noreferrer"><span style="color:gray;border:solid windowtext 1.0pt;padding:0in;text-decoration:none"><img width="24" height="30" style="width:.25in;height:.3125in" id="x_Picture_x0020_4" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzQyNTIzNTUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.nYB9-poOP5LPVLoG5ZRJWmNeF6Qkbv3v7tnlfjbG90A" alt="Image removed by sender. linkedin"></span></a></div>
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<div class="MsoNormal"><a href="http://www.youtube.com/lesmillsgroupfitness" target="_blank" rel="noreferrer"><span style="color:gray;border:solid windowtext 1.0pt;padding:0in;text-decoration:none"><img width="24" height="30" style="width:.25in;height:.3125in" id="x_Picture_x0020_5" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzQyNTIzNTUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.nYB9-poOP5LPVLoG5ZRJWmNeF6Qkbv3v7tnlfjbG90A" alt="Image removed by sender. youtube"></span></a></div>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>3953:859387</span><span style='font-size:10.0pt;font-family:"helvetica neue"'>
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Attachments :
1. <a href='http://lesmillsvirtualapp.freshdesk.com/helpdesk/attachments/36074252357'>Fidelity - Download issues.jpg</a>
  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3953