Subject: New Reply Received - Issue Downloading Trip 21 - Fidelity Fitness
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Sun, 20 Sep 2020 13:09:34 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Issue Downloading Trip 21 - Fidelity Fitness  Ticket comment <div dir="ltr">Hi,<div><br></div>
<div><br></div>
<div>Thank you for the help.</div>
<div><br></div>
<div>
<br><div><div dir="ltr" class="gmail_signature"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr">
<div><font><font color="#000000"><br><b><i>Best Regards,</i></b></font></font></div>
<div><br></div>
<div><table cellpadding="0" cellspacing="0" style="font-family:Arial,sans-serif;font-size:10pt;border-spacing:0px;border-collapse:collapse;color:rgb(68,68,68);width:480px;line-height:normal"><tbody>
<tr>
<td style="padding:10px 0px 12px;width:160px;vertical-align:top"><a href="https://www.fidelityfitnessclub.com/" style="color:rgb(51,122,183);font-size:10pt;background-color:transparent" target="_blank" rel="noreferrer"><img alt="Logo" width="141" src="https://i.imgur.com/9Bk5izw.gif" style="border:0px;vertical-align:middle;width:141px;height:auto"></a></td>
<td style="padding:6px 0px;width:320px"><table cellpadding="0" cellspacing="0" style="border-spacing:0px;border-collapse:collapse;background-color:transparent"><tbody>
<tr><td style="font-family:Arial,sans-serif;padding:0px;font-size:12pt;font-weight:bold;color:rgb(61,60,63)"><br></td></tr>
<tr><td style="font-family:Arial,sans-serif;padding:0px 0px 11px;font-size:10pt;color:rgb(61,60,63)">Receptionist</td></tr>
<tr><td style="font-family:Arial,sans-serif;padding:0px;font-size:10pt;color:rgb(155,155,155)">phone: +971 445111 33</td></tr>
<tr><td style="font-family:Arial,sans-serif;padding:0px;font-size:10pt">
<font color="#9b9b9b">email:</font><font color="#3d85c6"> <a href="http://goog_1347972013/" style="color:rgb(17,85,204)" target="_blank" rel="noreferrer">email</a></font><font color="#3d85c6"><a href="http://fidelityfitnessclub.com/" style="color:rgb(17,85,204)" target="_blank" rel="noreferrer">@fidelityfitnessclub.com</a></font>
</td></tr>
<tr><td style="font-family:Arial,sans-serif;padding:0px;font-size:10pt;color:rgb(155,155,155)">1st Floor - Almas Tower</td></tr>
<tr><td style="font-family:Arial,sans-serif;padding:0px;font-size:10pt;color:rgb(155,155,155)">JLT - Dubai, UAE</td></tr>
<tr><td style="padding:6px 0px 0px"><span style="display:inline-block;height:22px"><a href="https://www.facebook.com/FidelityFitnessDubai/" style="color:rgb(51,122,183);background-color:transparent" target="_blank" rel="noreferrer"><img alt="Facebook icon" width="20" height="20" src="https://codetwocdn.azureedge.net/images/mail-signatures/generator-dm/elegant-logo/fb.png" style="border:0px;vertical-align:middle;height:20px;width:20px"></a>  <a href="https://www.linkedin.com/company/fidelityfitnessclub/" style="color:rgb(51,122,183);background-color:transparent" target="_blank" rel="noreferrer"><img alt="LinkedIn icon" width="20" height="20" src="https://codetwocdn.azureedge.net/images/mail-signatures/generator-dm/elegant-logo/ln.png" style="border:0px;vertical-align:middle;height:20px;width:20px"></a>  <a href="https://twitter.com/fidelityfitness?lang=en" style="color:rgb(51,122,183);background-color:transparent" target="_blank" rel="noreferrer"><img alt="Twitter icon" width="20" height="20" src="https://codetwocdn.azureedge.net/images/mail-signatures/generator-dm/elegant-logo/tt.png" style="border:0px;vertical-align:middle;height:20px;width:20px"></a>  <a href="https://www.youtube.com/channel/UC0KaNkQBynjxcDXAve3NE2g/videos?view_as=subscriber" style="color:rgb(51,122,183);background-color:transparent" target="_blank" rel="noreferrer"><img alt="Youtube icon" width="20" height="20" src="https://codetwocdn.azureedge.net/images/mail-signatures/generator-dm/elegant-logo/yt.png" style="border:0px;vertical-align:middle;height:20px;width:20px"></a>  <a href="https://www.instagram.com/fidelityfitnessdubai/" style="color:rgb(51,122,183);background-color:transparent" target="_blank" rel="noreferrer"><img alt="Instagram icon" width="20" height="20" src="https://codetwocdn.azureedge.net/images/mail-signatures/generator-dm/elegant-logo/it.png" style="border:0px;vertical-align:middle;height:20px;width:20px"></a>  </span></td></tr>
</tbody></table></td>
</tr>
<tr><td colspan="2" style="padding:8px 0px 0px;border-top:1px solid rgb(23,147,210);width:480px;text-align:justify"><span style="color:rgb(80,0,80)"><div style="text-align:center"><b style="text-align:start;font-size:10pt"><font color="#999999"><font>Stay Away from the Crowd. Get Inspired. Be Extraordinary. We are Fidelity.</font></font></b></div></span></td></tr>
</tbody></table></div>
</div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div>
<br>
</div>
</div>
<br><div class="gmail_quote"><div dir="ltr" class="gmail_attr"></div></div>
<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>On Sun, Sep 20, 2020 at 4:55 PM Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:<br>
</div>
<blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex"><div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px'>
	<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px'>
<div dir="ltr">Hi Lauren,</div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">Sorry, I did not mean to close the ticket as it happened in error. Please see my previous email with a resolution to the issue. </div>
<div dir="ltr">​</div>
<div dir="ltr">​We will leave this ticket open for another 48 hours if you need assistance with anything else.<br>​<br>Best Regards,<br>Pritish<br>Customer Services<br>Les Mills Virtual App<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3953" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3953</a>
</div>
<div dir="ltr"><div><br></div></div>
<div>
                          <blockquote>
                            On
                            Mon, 21 Sep at  1:53 AM
                            <span>,  Les Mills International &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:
                            <div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px'>
<div dir="ltr">Hi Lauren,</div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">Thank you for sharing the screenshot. It was very helpful.</div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">The reason the downloads are not progressing is because the "Night Scheduler Download" is toggled to green. The night schedule download option only allows the app to check for downloads within 1 AM till 5 AM. </div>
<div><br></div>
<div dir="ltr">Could you please advise the club to toggle off the "Night Schedule download" and this would start the downloads which are pending. </div>
<div dir="ltr"><br></div>
<div dir="ltr"><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzQyNTUxMzksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.I4NaKaUwRJxbdKz_SkwDiPlWnHQOLNy8we0Kk_LjD3s" style="width: 556px"></div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">​We will leave this ticket open for another 48 hours if you need assistance with anything else. </div>
<div dir="ltr">​</div>
<div dir="ltr">Best Regards,<br>Pritish<br>Customer Services<br>Les Mills Virtual App<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3953" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3953</a>
</div>
<div dir="ltr"><div><br></div></div>
<div>
                          <blockquote>
                            On
                            Sun, 20 Sep at 11:07 PM
                            <span>,  Lauren Downey &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:
                            <div>
<div class="MsoNormal"><span>Good afternoon Pritish</span></div>
<div></div>
<div></div>
<div class="MsoNormal"><span></span></div>
<div> </div>
<div></div>
<div class="MsoNormal"><span>Here is a screen shot of what the clubs is experiencing.  They are still struggling for the download to start.</span></div>
<div></div>
<div></div>
<div class="MsoNormal"><span></span></div>
<div> </div>
<div></div>
<div class="MsoNormal"><span>Any help/advice would be much appreciated 
</span></div>
<div></div>
<div></div>
<div class="MsoNormal"><span></span></div>
<div> </div>
<div></div>
<div class="MsoNormal"><span>Many thanks</span></div>
<div></div>
<div></div>
<div class="MsoNormal"><span></span></div>
<div> </div>
<div></div>
<div class="MsoNormal"><span>Lauren</span></div>
<div></div>
<div></div>
<div class="MsoNormal"></div>
<div> </div>
<div></div>
<table border="0" cellspacing="0" cellpadding="0" width="487" style="width:365.25pt">
<tbody>
<tr style="height:0.5in">
<td width="295" style="width:221.25pt;padding:0in;height:0.5in">
<table border="0" cellspacing="0" cellpadding="0" width="750" style="width:562.5pt">
<tbody>
<tr style="height:0.5in">
<td width="295" style="width:221.25pt;padding:0in;height:0.5in">
<div class="MsoNormal">
<b><span lang="EN-AU" style='font-size:8pt;font-family:"Avenir LT Com 35 Light";color:black'>Lauren Downey
</span></b><span lang="EN-AU" style='font-size:8pt;font-family:"Avenir LT Com 35 Light";color:gray'> | Group Fitness Specialist | Middle East |
<br>
</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:8pt;font-family:"Avenir LT Com 35 Light";color:gray'></span>
</div>
<div></div>
<div></div>
<div class="MsoNormal">
<span lang="EN-AU" style='font-size:8pt;font-family:"Avenir LT Com 35 Light";color:gray'>Tel +971 4 5808466 |
<a href="http://www.lesmills.com/ae" rel="noreferrer" target="_blank"><span style="color:rgb(5,99,193)">www.lesmills.com/ae</span></a>
</span><span></span>
</div>
<div></div>
<div></div>
</td>
</tr>
<tr style="height:0.5in">
<td width="295" style="width:221.25pt;padding:0in;height:0.5in">
<table border="0" cellspacing="0" cellpadding="0" width="295" style="width:221.25pt">
<tbody>
<tr>
<td width="175" style="width:131.25pt;padding:0in">
<div class="MsoNormal">
<a href="http://www.lesmills.com/" rel="noreferrer" target="_blank"><span style="color:gray;text-decoration:none"><img width="155" height="30" style="width: 1.6145in; height: 0.3125in" id="gmail-m_-8836950361245052562Picture_x0020_1" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzQyNTIzNDcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.u4unb0xDBWo0ggQ-KJqDWS6HTq2Pr5f6O3fPov111ZM" alt="LesMills"></span></a><span></span>
</div>
<div></div>
<div></div>
</td>
<td width="24" style="width:0.25in;padding:0in">
<div class="MsoNormal">
<a href="http://www.facebook.com/lesmills" rel="noreferrer" target="_blank"><span style="color:gray;text-decoration:none"><img width="24" height="30" style="width: 0.25in; height: 0.3125in" id="gmail-m_-8836950361245052562Picture_x0020_2" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzQyNTIzNDgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.ZbV858VqquNO-Cwl_CQvgC_oWTMAxR0fJb1xraRWxgI" alt="facebook"></span></a><span></span>
</div>
<div></div>
<div></div>
</td>
<td width="24" style="width:0.25in;padding:0in">
<div class="MsoNormal">
<a href="http://www.twitter.com/lesmills" rel="noreferrer" target="_blank"><span style="color:gray;text-decoration:none"><img width="24" height="30" style="width: 0.25in; height: 0.3125in" id="gmail-m_-8836950361245052562_x0000_i1038" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzQyNTIzNDksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.DonYmr3S1eKgH2SnDKJrS2P82UDasjx-H9w56x8YkGU" alt="twitter"></span></a><span></span>
</div>
<div></div>
<div></div>
</td>
<td width="24" style="width:0.25in;padding:0in">
<div class="MsoNormal">
<a href="http://www.linkedin.com/company/les-mills-international" rel="noreferrer" target="_blank"><span style="color:gray;text-decoration:none"><img width="24" height="30" style="width: 0.25in; height: 0.3125in" id="gmail-m_-8836950361245052562Picture_x0020_4" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzQyNTIzNTAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.HS78WA9CpH_DwvbUO766J5LdcklGTRV8sgQg3CULAxE" alt="linkedin"></span></a><span></span>
</div>
<div></div>
<div></div>
</td>
<td width="24" style="width:0.25in;padding:0in">
<div class="MsoNormal">
<a href="http://www.youtube.com/lesmillsgroupfitness" rel="noreferrer" target="_blank"><span style="color:gray;text-decoration:none"><img width="24" height="30" style="width: 0.25in; height: 0.3125in" id="gmail-m_-8836950361245052562Picture_x0020_5" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzQyNTIzNTEsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.N1ocVWZEn7_TXC3Uf8gdM8_CPqBeUwJcdd3Lx7UOiU4" alt="youtube"></span></a><span></span>
</div>
<div></div>
<div></div>
</td>
<td width="24" style="width:0.25in;padding:0in">
<div class="MsoNormal">
<a href="http://instagram.com/lesmillstribe" rel="noreferrer" target="_blank"><span style="color:gray;text-decoration:none"><img width="24" height="30" style="width: 0.25in; height: 0.3125in" id="gmail-m_-8836950361245052562Picture_x0020_6" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzQyNTIzNTIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.Obl3MqIlDwfYZ0VMbU7m6PY9ECTNe19DvkUxKwkRtyU" alt="instagram"></span></a><span></span>
</div>
<div></div>
<div></div>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
<tr>
<td style="padding:0in">
<div class="MsoNormal">
<a href="https://www.lesmills.com/united/" rel="noreferrer" target="_blank"><span lang="EN-US" style="color:windowtext;text-decoration:none"><img width="624" height="156" style="width: 6.5in; height: 1.625in" id="gmail-m_-8836950361245052562Picture_x0020_7" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzQyNTIzNTMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.gIb_dGh2di-Ugyuf6NcjPJs3CjKZpakJBTTfO9eMUEY"></span></a><span style="font-size:12pt;color:rgb(31,73,125)"></span>
</div>
<div></div>
<div></div>
</td>
</tr>
</tbody>
</table>
<div class="MsoNormal"></div>
<div> </div>
<div></div>
<div class="MsoNormal"></div>
<div> </div>
<div></div>
<div class="MsoNormal"><span></span></div>
<div> </div>
<div></div>
<div class="MsoNormal"><span></span></div>
<div> </div>
<div></div>
<div class="MsoNormal"><span></span></div>
<div> </div>
<div></div>
<div class="MsoNormal"><b><span lang="EN-US"></span></b></div>
</div>
<div><blockquote>
<div>From:<span lang="EN-US"> Les Mills International &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;
<br>
<b>Sent:</b> Sunday, September 20, 2020 1:27 PM<br>
<b>To:</b> Lauren Downey &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> <a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>; <a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>; Sarah Sibai &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Issue Downloading Trip 21 - Fidelity Fitness</span>
</div>
<div></div>
<div></div>
<div class="MsoNormal"></div>
<div> </div>
<div></div>
<div>
<div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;font-family:"helvetica neue"'>Hi Lauren,</span></div>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;font-family:"helvetica neue"'></span></div>
<div> </div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;font-family:"helvetica neue"'>Thank you for the update. </span></div>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;font-family:"helvetica neue"'>​</span></div>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;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>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;font-family:"helvetica neue"'></span></div>
<div> </div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;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>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;font-family:"helvetica neue"'></span></div>
<div> </div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;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>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;font-family:"helvetica neue"'></span></div>
<div> </div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;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
 by following the steps below:</span></div>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;font-family:"helvetica neue"'></span></div>
<div> </div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;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>
<br>
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>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;font-family:"helvetica neue"'></span></div>
<div> </div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;font-family:"helvetica neue"'>See example screenshot below:</span></div>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;font-family:"helvetica neue"'></span></div>
<div> </div>
<div></div>
</div>
<div>
<div class="MsoNormal">
<span style='font-size:10pt;font-family:"helvetica neue";border:1pt solid windowtext;padding:0in'><img width="100" height="100" style="width: 1.0416in; height: 1.0416in" id="gmail-m_-8836950361245052562_x0000_i1025" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzQyNTIzNDYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.OIvLdVo9MwVYTRTXScm1lrgPqM49WHgF1o5szUHizYs" alt="Image removed by sender."></span><span style='font-size:10pt;font-family:"helvetica neue"'></span>
</div>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;font-family:"helvetica neue"'>​Looking forward to your reply soon.</span></div>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;font-family:"helvetica neue"'></span></div>
<div> </div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;font-family:"helvetica neue"'>Best Regards,</span></div>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;font-family:"helvetica neue"'>Pritish</span></div>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;font-family:"helvetica neue"'>Customer Services</span></div>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;font-family:"helvetica neue"'>Les Mills Virtual App</span></div>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;font-family:"helvetica neue"'><br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3953" rel="noreferrer" target="_blank">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3953</a></span></div>
<div></div>
<div></div>
</div>
<div>
<div>
<div class="MsoNormal"><span style='font-size:10pt;font-family:"helvetica neue"'></span></div>
<div> </div>
<div></div>
</div>
</div>
<div>
<blockquote style="margin-top:5pt;margin-bottom:5pt">
<div class="MsoNormal">
<span style='font-size:10pt;font-family:"helvetica neue"'>On Fri, 18 Sep at 6:52 AM
<span>, Lauren Downey &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt; wrote: </span>
</span><span></span>
</div>
<div></div>
<div></div>
<div>
<div class="MsoNormal" style="margin-bottom:12pt"><span style="font-family:Arial,sans-serif;color:black">Thanks for such a quick response Olesia.</span></div>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal" style="margin-bottom:12pt"><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>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal" style="margin-bottom:12pt"><span style="font-family:Arial,sans-serif;color:black"><a id="gmail-m_-8836950361245052562OWAAM1" href="mailto:[email-masked]" rel="noreferrer" target="_blank"><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>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal" style="margin-bottom:12pt"><span style="font-family:Arial,sans-serif;color:black">Many thanks</span></div>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal" style="margin-bottom:12pt"><span style="font-family:Arial,sans-serif;color:black">Lauren</span></div>
<div></div>
<div></div>
</div>
<div>
<div>
<div class="MsoNormal"><span style="font-family:Arial,sans-serif;color:black">Get
<a href="https://aka.ms/ghei36" rel="noreferrer" target="_blank">Outlook for Android</a> </span></div>
<div></div>
<div></div>
</div>
<div class="MsoNormal"><span style="font-family:Arial,sans-serif;color:black"></span></div>
<div> </div>
<div></div>
</div>
<div class="MsoNormal" align="center" style="text-align:center"><span><span style='font-size:10pt;font-family:"helvetica neue"'>
<hr align="center">
</span></span></div>
<div>

</div>
</blockquote>
</div>
</div>
<div class="MsoNormal">
<span style="font-size:1pt;font-family:fdtktid,serif;color:white">3953:859387</span><span style='font-size:10pt;font-family:"helvetica neue"'>
</span>
</div>
<div></div>
<div></div>
</div>

</blockquote></div>
                          </span>
</blockquote>
                        </div>
</div>
                          </span>
</blockquote>
                        </div>
</div>

	

</div></blockquote>
</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3953