Subject: Ticket re-opened - [#4020] My downloads aren't appearing on iPad.
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 08 Oct 2020 10:38:00 +0000

Hi Pritish Nandi,  Ticket “#4020 – My downloads aren't appearing on iPad. ” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4020 to view the ticket.  Ticket comment   Dear Rockie,

 
 
 Can you see this email chain. 

 
 Why have our virtual subscriptions been canceled? 

 
 Kind regards 

 
 Oliver  

 Sent from my iPhone 

 

  
 On 8 Oct 2020, at 17:26, Les Mills International <[email-masked]> wrote: 

 

 
 
 Hi Oliver, 
 ​ 
 Thank you for your response and screenshots. 

 
 We have checked your Les Mils Virtual account and can see that your virtual subscriptions have been canceled for all programs. This is why you don't have any classes available to play. Please contact your Customer Experience Manager to resolve
 this issue. You can also CC him in this email thread. 

 
 
 Please let us know how it goes. 
 ​ 
 
 Kind regards, 
Olesia 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4020

 On Thu, 8 Oct at 1:19 PM 
, Oliver Blundell <[email-masked]> wrote:  
 
 Sent from my iPhone 

 

 
 On 8 Oct 2020, at 01:40, Les Mills International <[email-masked]> wrote: 

 

 
 Hi Oliver, 
 ​ 
 
 Thank you for your prompt reply. 
 ​ 
 
 Based on our internal information, we can confirm that your internet connection is currently unstable, so your content cannot load. 
 ​ 
 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000188838-is-an-intermittent-wifi-connection-recommended- 
 ​ 
 
 Please provide us with a screenshot of what you can see in the 'Manage Downloads' tab. To do this, follow these steps: 
 
1. On the APP unlock the padlock 
2. Go to Settings > Manage downloads 
 
We look forward to hearing from you. 

 Kind regards, 
Olesia 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4020  
 
 On Wed, 7 Oct at 11:31 PM 
, Oliver Blundell <[email-masked]> wrote:
 Dear Pritish,  

 
 Thank you for the prompt response.  

 
 The internet connection was stable enough to download the contents last time, so I don’t think it’s a wifi problem.  

 
 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.  
 
 Sent from my iPhone 

 

 
 
 On 7 Oct 2020, at 15:54, Les Mills International <[email-masked]> wrote: 

 

 
 Hi Oliver, 
 
 ​ 
 
 Thank you for reaching out to us.  
 ​ 
 
 Could you please make sure that your iPad has dedicated internet connection when the contents are getting downloaded? 
 ​ 
 
 Also, could you please confirm if you are trying to open a release which is already completly downloaded? 
 ​ 
 
 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.  
 ​ 
 
 Looking forward to you reply soon. 
 ​ 
 
 Best Regards, 
 Pritish 
 Customer Services 
 ​Les Mills Virtual App 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4020