Subject: New Reply Received - FW: Splash
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 24 Sep 2020 06:05:47 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  FW: Splash  Ticket comment <div>
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Hi Pritish,</div>
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Just to clarify re: testing a the moment, Toa does not have the program content uploaded to his iPads yet in order to test. We are unsure of when the club is launching (due to COVID lockdown) therefore we are unable to enter a date into our system to trigger
 the downloads (within 30 days of launch date).</div>
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Thanks</div>
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<b style="font-family:arial,helvetica,sans-serif"><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont">Kind Regards,</span></b><br>
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<b><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont">Jasmine Bourchier </span></b><span style="font-size: 7.5pt; font-family: arial, sans-serif, serif, EmojiFont; color: gray">| National Launch Coach</span><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont"></span>
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<span style="font-size: 7.5pt; font-family: arial, sans-serif, serif, EmojiFont; color: gray">Les Mills Asia Pacific | <span class="x_Object" id="x_OBJ_PREFIX_DWT687_ZmEmailObjectHandler" style="color: rgb(0, 90, 149)"><span class="x_Object" id="x_OBJ_PREFIX_DWT690_ZmEmailObjectHandler"><a href="mailto:[email-masked]" target="_blank" rel="noreferrer" title="[email-masked]" id="LPNoLP" style="color: rgb(0, 90, 149)"><span class="x_Object" id="x_OBJ_PREFIX_DWT11767_com_zimbra_email"><span class="x_Object" id="x_OBJ_PREFIX_DWT3871_com_zimbra_email">[email-masked]</span></span></a></span></span></span><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont"><br>
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<span style="font-size: 7.5pt; font-family: arial, sans-serif, serif, EmojiFont; color: gray">PO Box 3998 Manuka ACT 2603 AUSTRALIA</span>
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Ctrl+Click or tap to follow the link" style="color: rgb(0, 90, 149)">www.lesmills.com.au</a></span></span></span></span></span>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Thursday, 24 September 2020 3:56 PM<br>
<b>To:</b> Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Cc:</b> Jasmine Bourchier &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;; Greg Cartagena &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">I hope that you are doing good. </div>
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<div dir="ltr">We have tested the iPad name change procedure and would like to update you that the updated name of the iPad would only show when the device is removed and relinked. Unfortunately once the device is already linked with the scheduler the name
 change of the iPad would not reflect.</div>
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<div dir="ltr">I hope this clarifies the name change procedure. </div>
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<div dir="ltr">@ Hi Toa,</div>
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<div dir="ltr">If the setup is done completely, then of course you could schedule a test class on all the studios and it should play fine. However, please make sure that the iPads have a dedicated internet connection so that they can sync with the scheduler.
 We do not recommend intermittent connection as this may result in the time table not getting updated on the app resulting in a failed class.</div>
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<div dir="ltr">We do see that the all the studios are out of sync with the scheduler for the past 9-10 days. </div>
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<div dir="ltr">In this stituation if you schedule any class they would not get updated on the ipad. It may take up to 20 mins to sync the ipad with scheduler. </div>
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<div dir="ltr">I hope I was able to provide useful insight. </div>
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<div dir="ltr">We will leave this ticket open for another 48 hours if you need assistance with anything else. </div>
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<div dir="ltr">Have a good day!</div>
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<div dir="ltr">Best Regards,</div>
<div dir="ltr">Pritish</div>
<div dir="ltr">Customer Services </div>
<div dir="ltr">Les Mills Virtual App</div>
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<div dir="ltr">​<br>
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 12:27 PM <span class="x_separator">
, Toa Su'a &lt;[email-masked]&gt; wrote:
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<div class="x_MsoNormal"><span style="">Morning Pritish</span></div>
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<div class="x_MsoNormal"><span style="">Thank you for organising this. Unfortunately I wont be onsite today to check the systems but I’ll be onsite first thing tomorrow morning.
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<div class="x_MsoNormal"><span style="">Just to clarify, I can schedule a test class in all 3 rooms if they are working appropriately?</span></div>
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<div class="x_MsoNormal"><span style="">cheers </span></div>
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<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
<br>
<b>Sent:</b> Monday, 14 September 2020 4:48 PM<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> [email-masked]; [email-masked]; [email-masked]; Toa Su'a &lt;[email-masked]&gt;<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",serif'>Hi Greg and Jasmine,</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>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",serif'>@ Hi Toa,</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>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",serif'>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",serif'>On Mon, 14 Sep at 7:41 PM
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<div class="x_MsoNormal"><span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>Thanks Pritish,
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<span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>Greatly appreciated…</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">Kind Regards,</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">Greg</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">Greg Cartagena | Virtual AV Support Specialist</span><span style='font-size: 11.5pt; font-family: "Helvetica Neue", serif; color: rgb(33, 33, 33)'><br>
</span><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">Les Mills Asia Pacific | <a href="http://www.lesmills.com.au" rel="noreferrer"><span style="color: purple">www.lesmills.com.au</span></a> </span><span style='font-size: 10pt; font-family: "Helvetica Neue", serif; color: black'>
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<span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style='font-size: 10pt; font-family: "Helvetica Neue", serif; color: black'>
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<span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">Tel
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</span><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">| Email
<a href="mailto:[email-masked]" rel="noreferrer"><span style="color: rgb(5, 99, 193)">[email-masked]</span></a></span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>
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<span style='font-size: 10pt; font-family: "Helvetica Neue", serif; color: rgb(33, 33, 33)'>AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm</span><span style='font-size: 10pt; font-family: "Times New Roman", serif; color: rgb(33, 33, 33)'>
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<b><span style='font-size: 10pt; font-family: "Helvetica Neue", serif; color: black; background: white'>WORLD UNITED | A fully customisable global event | Re-engage &amp; attract members | Turbocharge your relaunch
 | </span></b><b><u><span style='font-size: 10pt; font-family: "Helvetica Neue", serif; color: rgb(104, 136, 201); background: white'><a href="http://www.lesmills.com.au/united" target="_blank" title="http://www.lesmills.com.au/united" rel="noreferrer"><span style="color: purple">www.lesmills.com.au/united</span></a></span></u></b><span style='font-size: 10pt; font-family: "Helvetica Neue", serif; color: black'>
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<span style="font-size: 10pt; font-family: Arial, sans-serif; color: rgb(153, 153, 153); background: rgb(253, 253, 253)">The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents
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<span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>From:
</span><span style='font-size: 12pt; font-family: "Helvetica Neue", serif; 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",serif'>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>Hi Greg and Paul,</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>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",serif'>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",serif'>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",serif'>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",serif'>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",serif'><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",serif'>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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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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