Subject: Ticket re-opened - [#4026] iPad was wiped post ioS 14 update- need everything re-set
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 08 Oct 2020 22:14:13 +0000

Hi Pritish Nandi,  Ticket “#4026 – iPad was wiped post ioS 14 update- need everything re-set” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4026 to view the ticket.  Ticket comment   We got it linked back up and it is downloading now.  Thank you for your help!! 

 On Thu, Oct 8, 2020 at 1:44 PM Les Mills International <[email-masked]> wrote: 

	 
 Hi Stephaniem, 
 ​ 
 
 Thank you for the quick response and the screenshot. 
   
 The scheduler is not linked to the iPad. Below is the procedure to unlink and remove the connection to the old app install so you can connect it again to your app.  Please note, downloaded content will be deleted.   
 1. Log into the Virtual scheduler tool via your desktop with your Virtual username and password. 
 2. Click on the Settings icon and select 'Manage Devices' . 
 3. To the right you will see options to ‘REMOVE DEVICE’ (highlighted in yellow below). Click on the option that corresponds to the device you would like to remove (in the below example there is only one device connected) 
 4. Click the Green button: SAVE CHANGES to process the device unlinking. 
 5. Once this has processed, it will take 5 minutes for the app to become ready for connecting/pairing with your studio timetable. 
 6. Log into the iPad app with your Virtual username and password and select your studio from the list and begin setup. 

 
 
 Please let us know how it goes. 
   
 Kind regards, Olesia Customer Services Les Mills Virtual App  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4026

                           
                            On
                            Fri, 9 Oct at  7:29 AM
                            ,  Stephaniem <[email-masked]>  wrote:
                               Sent from my iPhone 

 
  
 On Oct 8, 2020, at 1:13 PM, Les Mills International <[email-masked]> wrote:  

 
	 
 Hi Stephaniem, 
 ​ 
 
 Thank you for reaching out to us today. We are sorry to hear that you have issue with Virtual App 
   
 Please share with us a screenshot of what you see on your iPad when you try to log in. You can see the error message, please send a screenshot of this error as well. 
 ​ 
 
 Kind regards, Olesia Customer Services Les Mills Virtual App  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4026

                           
                            On
                            Fri, 9 Oct at  6:03 AM
                            ,  Stephaniem <[email-masked]>  wrote:
                             
 iPad was wiped post ioS 14 update- need everything re-set 
 Cannot get into Les Mills Virtual app 
 May have logged in using the incorrect username and password, as there are two locations