Subject: New Reply Received - My downloads aren't appearing on iPad.
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 08 Oct 2020 00:19:51 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  My downloads aren't appearing on iPad.   Ticket comment <img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzU2NTY4NjQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.VoLz4UDQSbsIcln3ilhABqtfOBQwGRD8b5YAxh3bQfg"><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzU2NTY4NjcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.YgDpnRo9iO0NPSQNsiqg7-KPraVEoBNPXTI_-SBgmQ8"><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzU2NTY4NjksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.Mi6fFQG7t5KbtsEdq8dVBhbHoqjofOO1D_d66WP2Pro"><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzU2NTY4NzEsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.X9EhTNZr6j35W4fGERIYKGfLhHs75KLfYyuoJ-PiRgc"><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzU2NTY4NzIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.ghOZ9OpInEQqt4715ZlqUH7e2J4P456dgOHWjssZ_VA"><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzU2NTY4NzMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.CSv841Mf9HnFRKLw5wPhzFOLn46ZcNTOu3zC5Xxr0cI"><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzU2NTY4NzQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.-JL_LU4LywGvMfD4I56MVX4FDJw14cLUtEithZ7c2x4"><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzU2NTY4NzUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.lx1MbBmNN64RftrZOhS_6pG-DlSkRpaN6hvIEC5w7i8"><br>
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<div dir="ltr">Sent from my iPhone</div>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>On 8 Oct 2020, at 01:40, Les Mills International &lt;[email-masked]&gt; wrote:<br>
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<div dir="ltr">Hi Oliver,</div>
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<div dir="ltr">Thank you for your prompt reply.</div>
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<div dir="ltr">Based on our internal information, we can confirm that your internet connection is currently unstable, so your content cannot load.</div>
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<div dir="ltr"><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000188838-is-an-intermittent-wifi-connection-recommended-" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000188838-is-an-intermittent-wifi-connection-recommended-</a></div>
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<div dir="ltr">Please provide us with a screenshot of what you can see in the 'Manage Downloads' tab. To do this, follow these steps:<br>
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1. On the APP unlock the padlock<br>
2. Go to Settings &gt; Manage downloads<br>
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We look forward to hearing from you.<br>
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<div dir="ltr">Kind 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/4020" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4020</a>
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<blockquote class="freshdesk_quote">On Wed, 7 Oct at 11:31 PM <span class="separator">
, Oliver Blundell &lt;[email-masked]&gt; wrote:
<div>Dear Pritish, </div>
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<div>Thank you for the prompt response. </div>
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<div>The internet connection was stable enough to download the contents last time, so I don’t think it’s a wifi problem. </div>
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<div>There is a queue of 19 small files that are in the to be downloaded folder on the iPad, but they won’t download. The system is 3% full. None of the classes are downloaded at all. <br>
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<div dir="ltr">Sent from my iPhone</div>
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<div>On 7 Oct 2020, at 15:54, Les Mills International &lt;[email-masked]&gt; wrote:<br>
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<div dir="ltr">Hi Oliver,<br>
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<div dir="ltr">Thank you for reaching out to us. </div>
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<div dir="ltr">Could you please make sure that your iPad has dedicated internet connection when the contents are getting downloaded?</div>
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<div dir="ltr">Also, could you please confirm if you are trying to open a release which is already completly downloaded?</div>
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<div dir="ltr">It would be great if you could send us the photo of the error message you see along with the photo of the Manage Download section of the Virtual App. </div>
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<div dir="ltr">Looking forward to you reply soon.</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<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4020" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4020</a> </div>
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<blockquote class="freshdesk_quote">On Wed, 7 Oct at 8:01 PM <span class="separator">
, Oliver Blundell &lt;[email-masked]&gt; wrote:
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<div>We had to replace our iPad Pro. </div>
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<div>I've set up the app and I can see the scheduler has the classes showing.</div>
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<div>If I click on the classes, it says, Sorry, there are no studio classes to display. </div>
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<div>If I go into settings on the iPad app, and click manage downloads, then click select programmes, I get the following error message = </div>
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<div>Unable to load programmes at this time. Please try again later. </div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4020