Subject: Ticket re-opened - [#4047] System stop operating
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 21 Oct 2020 09:01:26 +0000

Hi Pritish Nandi,  Ticket “#4047 – System stop operating ” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4047 to view the ticket.  Ticket comment   Dear Pritish,   
 Virtual still shows nothing on the screen when the studio has no class.  
   
 Please find the attached file for more information. 
   
 Thanks, 
 Steven 

 

 On Wed, 21 Oct 2020 at 11:39, Les Mills International <[email-masked]> wrote: 

	 
 Hi ​Chon, 
 ​ 
 
 We are glad to hear that the issue is now resolved. 
 ​ 
 It seems that you are back up and running on Virtual Programs.  
 ​ 
 
 Provided that there are no further issues with Virtual, I'll go ahead and close this ticket for now.  
 ​ 
 
 Please do not hesitate to contact us again if you need further support.  
 ​ 
 
 Best Regards, Pritish Customer Services Les Mills Virtual App  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4047

 
                           
                            On
                            Wed, 21 Oct at  4:42 PM
                            ,  Chon Tran - Country Facility Operations Manager <[email-masked]>  wrote:
                             
 Dear All,  
   
 Our team has adjusted okay as the attached pictures.  
   
 Thanks for your support.  
 Chon 

 

  

  
 Vào Th 4, 21 thg 10, 2020 lúc 10:34 Les Mills International <[email-masked]> đã viết: 

  	 
   Hi Rod, 
   
   Thank you for the update.  

 
   Could you please check the aspect ratio settings of the Projector and make sure it is selected in the right settings? Your AV provider would be able to help with this.  

 
   Also, could you please advise us if you are using the Genuine Apple Adapter and also what is the make and model of the EDID that the club is using? 
     
   Best Regards, 
   Pritish 
   Customer Services  
   Les Mills Virtual App  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4047

   

 

 

  
 On                              Wed, 21 Oct at  3:11 PM                              ,  Rod.candido <[email-masked]>  wrote:                              

   Hi All,  
     
   The system is working. Now the issue that we have to fix is the cable that project the screen.  
   The image is a way too big in the screen.  

    

    

   
   Regards 
   Rod  

  

  
    
   On Tue, Oct 20, 2020 at 18:37 Les Mills International <[email-masked]> wrote:   

  	 
   Hi Rockie and Steven, 

 
   Thank you for your reply and videos with the issue. 
     
   It looks like some issue with the App. Please bring the iPad back online and follow the below steps to re-establish a connection with the Scheduler and detect any issues.   

   https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084283-my-ipad-is-not-sync-d-with-the-scheduler-what-should-i-do- 
     
   Please let us know how it goes. 
     
   Best Regards, Olesia Customer Services Les Mills Virtual App 
   
   Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4047  

                             
                              On                              Tue, 20 Oct at 11:48 PM                              ,  Rockie Yeo <[email-masked]>  wrote:                               
  Hi sir, 

 
   
  Please see the attachment of clips. Can you help our licensee to settle issue. Thanks! 

     

   

   

   

   

   

   

  Best Regards,  

  Rockie Yeo   | Launch Coach (South East Asia)    Les   Mills Asia Pacific - Malaysia | [email-masked]   Unit   8.02, Level 8, Wisma   E&C, No 2, Lorong Dungun Kiri, Damansara Heights, 50490, Kuala Lumpur, Malaysia   tel  +6 03 2720 8604 |   ext 204 | fax +6 03 2726 2947   

  mobile +6 019 754   1319 |  www.lesmills.com.au  

     
 
   Q4   QUARTERLY WORKSHOPS | 28th & 29th NOVEMBER | LIVE-STREAMED & IN-PERSON WORKSHOPS | https://www.lesmills.com.au/quarterly-workshops    

 

       

       

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   From: Steven TranThanh <[email-masked]>   Sent: Tuesday, October 20, 2020 5:42 PM   To: Chon Tran - Country Facility Operations Manager <[email-masked]>; Rod Candido <[email-masked]>; [email-masked] <[email-masked]>; Rockie Yeo <[email-masked]>   Cc: Thi Mac <[email-masked]>; Andrey Vu <[email-masked]>; Celine AnhMai <[email-masked]>; Cupid Mai <[email-masked]>; July NhanDinh <[email-masked]>   Subject: Re: System stop operating  

     
   Dear All,   

   I would like to update that   the Virtual Class still doesn't work until now.   

   
  Please find the attached file for more information.       

     
 
   Thanks, 
   Steven Tran 

      
   On Tue, 20 Oct 2020 at 08:32, Chon Tran - Country Facility Operations Manager <[email-masked]> wrote:   

   Dear Steven,  

 
   Could you please feedback to Charlotte or update to ticket?  

 
   Thanks,  
   Chon 

   Vào Th 7, 17 thg 10, 2020 lúc 13:29 Steven TranThanh <[email-masked]> đã viết:   

   
  Dear Rod,       
      After I followed Charlotte's instructions but the Virtual Class still doesn't work.      
   Please find the attached file for more information. 
       
   Thanks, 
   Steven 

  

   On Fri, 16 Oct 2020 at 18:11, Rod Candido <[email-masked]> wrote:   

   
   
  HI Steven,  

 
   
  Could you please follow these steps and let us know what happened? 
   
  Thanks 
   
  Rod 
      
   ---------- Forwarded message ---------   From: Les Mills International  <[email-masked]>   Date: Fri, 16 Oct 2020 at 10:19   Subject: Re: System stop operating   To: <[email-masked]>   Cc: <[email-masked]>   

         
         Hi Rod, 

 
         Thanks for letting us know, I have cc'd your colleague Steven who has also raised this. 

 
         It looks like the Virtual App has been offline and out of sync with the Scheduler for more than 30 days, which may be the cause of the issue.  If you have access to the App, please run a Diagnostic Test by following the below steps to detect   any issues. 

     
 
         Tap the padlock to the top right of the App 
         Enter your admin code 
         Navigate to SETTINGS > Version > Run diagnostics       

     
 
         Please let us know if the diagnostics test detects any errors and what those errors are.  If you're unable to access the Virtual App could you send me a screen shot or confirm the error message you're seeing please? 

 
         Many thanks 

 
         Charlotte 

         
              Ticket:   https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4047  

   

  

         
        On      Fri, 16 Oct at 3:35 PM      , Rod.candido <[email-masked]> wrote:       System is shut down and stop working. Asked to teste the password and not working anymore  

 

        

 

     

 

   

      

  --     

 

   

 Steven TranThanh 

   

  Assistant Member Services Manager   

   

  Mobile : 0934228696  

  Website : cfyc.com.vn  

   

    

 
  Facebook : facebook.com/cfycvn  

   

  Email : [email-masked]    

 
  Youtube : youtube.com/CaliFitnessYogaVN  

   

  

   

  

 

  
 
  --     

 

   

 Chon Tran 

   

  Country Manager - Facility Operations   

   

  Mobile : (+84) 938318078  

  Website : cfyc.com.vn  

   

  Office : (+8428) 71077889  

  Facebook : facebook.com/cfycvn  

   

  Email : [email-masked]    

 
  Youtube : youtube.com/CaliFitnessYogaVN  

   

  

   

  

 

      

  --     

 

   

 Steven TranThanh 

   

  Assistant Member Services Manager   

   

  Mobile : 0934228696  

  Website : cfyc.com.vn  

   

    

 
  Facebook : facebook.com/cfycvn  

   

  Email : [email-masked]    

 
  Youtube : youtube.com/CaliFitnessYogaVN  

   

  

   

  

 

                              

  

  
      --    

   

 Rod Candido 

  Country Manager - Group X   

 
  Mobile : (+84) 98 111 2086  

  Website : cfyc.com.vn  

   

  Office : (+8428) 71077889  

  Facebook : facebook.com/cfycvn  

   

  Email : [email-masked]   

 
  Youtube : youtube.com/CaliFitnessYogaVN  

   

  

                                                                	                

  

                         

	

  
    --    

 Steven TranThanh 
 
Assistant Member Services Manager 

 
Mobile : 0934228696  
 
Website : cfyc.com.vn

  
 
Facebook : facebook.com/cfycvn

 
Email : [email-masked] 

Youtube : youtube.com/CaliFitnessYogaVN

  

Attachments :
1. 5991888915184865331.mp4