Subject: New Reply Received - Virtual App Support - Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 01 Oct 2020 14:56:20 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual App Support - Les Mills  Ticket comment <div dir="ltr">
<div class="gmail_default" style="font-family:verdana,sans-serif">Thank you for your response. We've noticed that at our other YMCA branches there is the ability on the ipad to pause a scheduled virtual class and even restart it (Kirk Family YMCA and Botetourt Family YMCA). There are "toggles" at the bottom of the schedule calendar that comes up on the ipad when using the Les MIlls Virtual app.</div>
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<div class="gmail_default" style="font-family:verdana,sans-serif">The Salem Y's ipad does not appear to have this feature (at least, it does not show). Can you help?</div>
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<div class="gmail_default" style="font-family:verdana,sans-serif">Thank you,</div>
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<div dir="ltr"><font>Nancy</font></div>
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<font><b>Nancy Greene</b></font><div>
<div><font><b>Wellness Director</b></font></div>
<div><font>SALEM FAMILY YMCA</font></div>
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<div><font>1126 Kime Lane, Salem  VA  24153</font></div>
<div><font>(P) 540-387-9622</font></div>
<div><font>(E) <a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a></font></div>
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<div><font><a href="https://ymcavbr.org/main/donate-today/" target="_blank" rel="noreferrer"><br></a></font></div>
<div><font><a href="https://ymcavbr.org/main/donate-today/" target="_blank" rel="noreferrer"><img src="https://docs.google.com/uc?export=download&amp;id=1Mk9RqBZTLRZaADLEI8Fiwn8SjBe4Xa-K&amp;revid=0B8xos4xDl_ShTUV2dmhOZHR4V2dmTWF5M2hhZHdmZm1oOVNZPQ" width="420" height="215" alt="https://ymcavbr.org/main/donate-today/"></a></font></div>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>On Tue, Sep 29, 2020 at 1:13 PM Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:<br>
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<div dir="ltr">Hi Nancy,</div>
<div dir="ltr">Thank you for reaching out to us today.</div>
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<div dir="ltr">Kindly follow the initial troubleshooting steps to resolve the Virtual issue regarding the "An error occurred while playing this release" error message:</div>
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<div dir="ltr"><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000195633-i-m-experiencing-app-issues-what-are-my-initial-troubleshooting-steps-" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000195633-i-m-experiencing-app-issues-what-are-my-initial-troubleshooting-steps-</a></div>
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<div dir="ltr">Also, we can see that Bodypump at 12:15pm failed due to a problem connecting to the external screen.  <span>I'd suggest trying an alternative Apple adapter, switching out the HDMI cables or checking with your AV provider to make sure all the equipment is setup correctly, including the EDID.  If you're able to provide a schematic of your AV setup that might help us establish where the problem might be.  Feel free to</span><span> include your AV provider in this thread so we can get that conversation going.</span>
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<div><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-" rel="noreferrer" target="_blank">Here is a link to the equipment required for a smooth Virtual experience.</a></div>
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<div dir="ltr">We look forward to hearing from you<br>
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<div dir="ltr">Best Regards,<br>Olesia<br>Customer Services<br>Les Mills Virtual App<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3991" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3991</a>
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                          <blockquote>
                            On
                            Wed, 30 Sep at  4:24 AM
                            <span>,  Nancy Greene &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:
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<h2>Submitted data</h2>
<div>The following data was submitted.</div>
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<thead><tr>
<th>Field name</th>
<th>Submitted data</th>
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<th>Email address</th>
<td dir="ltr"><a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a></td>
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<th>your name</th>
<td dir="ltr">Nancy Greene</td>
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<th>country</th>
<td>United States</td>
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<th>state</th>
<td>VA</td>
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<th>zipPostal</th>
<td>24153</td>
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<th>Text box</th>
<td>Class cutting out early</td>
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<th>Question</th>
<td>I need technical support</td>
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<th>Customer</th>
<td>Yes</td>
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<th>Username</th>
<td><a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a></td>
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<th>Phone</th>
<td dir="ltr">(540) 387-9622</td>
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<th>Comments</th>
<td>Hello! This is Mackenzie from LMUS and I'm inputting this ticket on behalf of Nancy, who wrote the below email. I appreciate your help with this! Hi Mackenzie, Today at 12:15pm our 45-minute Virtual BodyPump class started on time, went through three tracks, stopped, and then started over from the beginning. When I checked the ipad, there was a message saying "an error occurred while playing this release." We had two people in the class, one was a first-time Virtual participant. One participant waited as it ran through the first three tracks again. This time through it did one more track, then cut off right at the 45-minute mark. Thanks for any help you can offer, Nancy</td>
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<div><img src="https://u6876362.ct.sendgrid.net/wf/open?upn=r3XecG9Oeir8G6iSrKDq5JRPkH0CFsrEeuRlqoo76keFr743w5lz-2FzxUzmsWhHIY8-2F5N01Xh80ZkMx-2Bjt2MHgLy5G5iBzoFaanPRHaQlEKWsL4NVXNzituE195Rhd-2F8wsLMIC-2BOaEaaarILHQVbBD7M1bU88XtV4Sv4HbV9T7pw7kNoHwKnYkuBqAOSHSHYvQIeFLnjIdr2v-2FK-2BGwvmoMi8mlH3RQxA9eFyieAGTL4-2Bu1Xv33qQB3yWrXZRntVGW" alt="" style="height: 1px; width: 1px; border-width: 0px; padding: 0px" width="1" height="1"></div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3991