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 15:26:10 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  My downloads aren't appearing on iPad.   Ticket comment <div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0)">
Dear Oliver,</div>
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Sorry for the inconvenience caused. Let me double confirm with Finance Dept and let you know early in the morning tomorrow.</div>
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<font><span style='font-size:9pt; font-family:"Century Gothic",sans-serif'>Best Regards,</span></font>
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<font style=""><font color="#212121" style="font-size:12pt"><span style='font-size:9pt; font-family:"Century Gothic",sans-serif'><b>Rockie Yeo</b></span></font><font color="#212121" style=""><span style='font-size:9pt; font-family:"Century Gothic",sans-serif'>
 | </span><span style='font-family:"Century Gothic",sans-serif; font-size:9pt'>Launch Coach (South East Asia)</span></font><font color="#212121" style="font-size:12pt"><span style='font-size:9pt; font-family:"Century Gothic",sans-serif'> </span></font></font><br>
<span style="font-family:Helvetica,sans-serif; font-size:12pt"></span><font color="#212121" style="font-size:12pt"><span style="font-size:10pt; font-size:10pt"></span></font><font style="font-size:15px; color:rgb(33,33,33); font-family:Calibri,Arial,Helvetica,sans-serif"><span style='font-size:8pt; font-family:"Century Gothic",sans-serif'>Les
 Mills Asia Pacific - Malaysia | [email-masked]</span></font><br>
<span style="font-family:Helvetica,sans-serif; font-size:12pt"></span><font color="#212121" style="font-size:12pt"><span style="font-size:10pt; font-size:10pt"></span></font><font style="font-size:15px; color:rgb(33,33,33); font-family:Calibri,Arial,Helvetica,sans-serif"><span style="font-size:10pt; font-family:Helvetica,sans-serif"><span style='color:rgb(33,33,33); font-family:"Century Gothic",sans-serif; font-size:8pt'>Unit
 8.02, </span><span style="color:rgb(33,33,33); font-family:Helvetica,sans-serif; font-size:13.3333px"><span style='color:rgb(33,33,33); font-family:"Century Gothic",sans-serif; font-size:8pt'>Level 8, </span></span></span><span style='font-size:8pt; font-family:"Century Gothic",sans-serif'>Wisma
 E&amp;C, No 2, Lorong Dungun Kiri, Damansara Heights, 50490, Kuala Lumpur, Malaysia</span></font><br>
<span style="font-family:Helvetica,sans-serif; font-size:12pt"></span><font color="#212121" style="font-size:12pt"><span style="font-size:10pt; font-size:10pt"></span></font><font style="font-size:15px; color:rgb(33,33,33); font-family:Calibri,Arial,Helvetica,sans-serif"><span style='font-size:8pt; font-family:"Century Gothic",sans-serif'>tel
</span><span style="font-size:10pt; font-family:Helvetica,sans-serif"><span style='color:rgb(33,33,33); font-family:"Century Gothic",sans-serif; font-size:8pt'>+6 03 2720 8604</span></span><span style='font-size:8pt; font-family:"Century Gothic",sans-serif'> |
 ext 204 | fax +6 03 2726 2947 </span></font>
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 1319</span><span style='font-family:"Century Gothic",sans-serif; font-size:8pt'> |
</span><span style="font-family:Helvetica,sans-serif"><span style='font-family:"Century Gothic",sans-serif; font-size:8pt'><a href="http://www.lesmills.com.au" class="OWAAutoLink" rel="noreferrer">www.lesmills.com.au</a></span></span></span></font>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: Oliver Blundell &lt;[email-masked]&gt;<br>
<b>Sent:</b> Thursday, October 8, 2020 6:37 PM<br>
<b>To:</b> Les Mills International &lt;[email-masked]&gt;<br>
<b>Cc:</b> Rockie Yeo &lt;[email-masked]&gt;; Rockie Yeo &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: My downloads aren't appearing on iPad.
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<div dir="auto">Dear Rockie,
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<div>Can you see this email chain.</div>
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<div>Why have our virtual subscriptions been canceled?</div>
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<div>Kind regards</div>
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<div>Oliver </div>
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<div dir="ltr">Sent from my iPhone</div>
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<blockquote>On 8 Oct 2020, at 17:26, Les Mills International &lt;[email-masked]&gt; wrote:<br>
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<div style="font-family:Helvetica Neue,Helvetica,Arial,sans-serif; font-size:13px">
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<div dir="ltr">Hi Oliver,</div>
<div dir="ltr">​</div>
<div dir="ltr">Thank you for your response and screenshots.</div>
<div>
<br>
</div>
<div dir="ltr">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.<br>
</div>
<div>
<br>
</div>
<div dir="ltr">Please let us know how it goes.</div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">Kind regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4020" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4020</a>
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<div class="x_freshdesk_quote">
<blockquote class="x_freshdesk_quote">On Thu, 8 Oct at 1:19 PM <span class="x_separator">
, Oliver Blundell &lt;[email-masked]&gt; wrote: <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>
<br>
<div dir="ltr">Sent from my iPhone</div>
<div dir="ltr">
<br>
<blockquote></blockquote>
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<div class="x_freshdesk_quote">
<blockquote class="x_freshdesk_quote">
<div>On 8 Oct 2020, at 01:40, Les Mills International &lt;[email-masked]&gt; wrote:<br>
<br>
</div>
<blockquote>
<div dir="ltr">
<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 Oliver,</div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">Thank you for your prompt reply.</div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">Based on our internal information, we can confirm that your internet connection is currently unstable, so your content cannot load.</div>
<div dir="ltr">​<br>
</div>
<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>
<div dir="ltr">​<br>
</div>
<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>
<br>
1. On the APP unlock the padlock<br>
2. Go to Settings &gt; Manage downloads<br>
<br>
We look forward to hearing from you.<br>
<br>
</div>
<div dir="ltr">Kind regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4020" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4020</a> </div>
<div class="x_freshdesk_quote">
<blockquote class="x_freshdesk_quote">On Wed, 7 Oct at 11:31 PM <span class="x_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>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></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4020