Subject: New Reply Received - 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,  The customer has responded to the ticket.  iPad was wiped post ioS 14 update- need everything re-set  Ticket comment <div dir="ltr">We got it linked back up and it is downloading now.  Thank you for your help!!</div>
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<div>On Thu, Oct 8, 2020 at 1:44 PM Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:<br>
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<div>Hi Stephaniem,</div>
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<div dir="ltr">Thank you for the quick response and the screenshot.</div>
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<div dir="ltr">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.<div style='box-sizing:border-box;line-height:18px;font-family:-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'><br></div>
<div style='box-sizing:border-box;line-height:18px;font-family:-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'>1. <a href="https://uk.lesmillsvirtual.com/virtual/login" rel="noreferrer" target="_blank">Log into the Virtual scheduler </a>tool via your desktop with your Virtual username and password.</div>
<div style='box-sizing:border-box;line-height:18px;font-family:-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'>2. Click on the Settings icon and select 'Manage Devices' .</div>
<div style='box-sizing:border-box;line-height:18px;font-family:-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'>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)</div>
<div style='box-sizing:border-box;line-height:18px;font-family:-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'>4. Click the Green button: SAVE CHANGES to process the device unlinking.</div>
<div style='box-sizing:border-box;line-height:18px;font-family:-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'>5. Once this has processed, it will take 5 minutes for the app to become ready for connecting/pairing with your studio timetable.</div>
<div style='box-sizing:border-box;line-height:18px;font-family:-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'>6. Log into the iPad app with your Virtual username and password and select your studio from the list and begin setup.</div>
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<div><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjg2NjIxNTUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.YCLYHQIzms2JEWOYxHKgkCoaMYlQH6nryz365H56nnQ" alt="image" title="image"></div>
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<div dir="ltr">Please let us know how it goes.</div>
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<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/4026" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4026</a>
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                            On
                            Fri, 9 Oct at  7:29 AM
                            <span>,  Stephaniem &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:
                            <img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzU3Mzk5OTIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.mohCjExEMG_R_QlOBcbf1kHsya0quOQwvk1biEtZn_4"><br><br><div dir="ltr">Sent from my iPhone</div>
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<div>On Oct 8, 2020, at 1:13 PM, Les Mills International &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt; wrote:<br><br>
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<div>Hi Stephaniem,</div>
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<div dir="ltr">Thank you for reaching out to us today. We are sorry to hear that you have issue with Virtual App</div>
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<div dir="ltr">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.</div>
<div dir="ltr">​<br>
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<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/4026" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4026</a>
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                          <blockquote>
                            On
                            Fri, 9 Oct at  6:03 AM
                            <span>,  Stephaniem &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:
                            <div dir="ltr">
<div>iPad was wiped post ioS 14 update- need everything re-set</div>
<div>Cannot get into Les Mills Virtual app</div>
<div>May have logged in using the incorrect username and password, as there are two locations</div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4026