Subject: New Reply Received - Downloading videos
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 09 Nov 2020 00:26:39 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Downloading videos  Ticket comment <div dir="auto">Yes i got it working. Thank you. </div>
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<div dir="auto">Next up is figuring out automation. Any resources on that I should look into? It is setup according to AV guide with Poe power and audio extractor to a mixer. </div>
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<div dir="auto">Ryan </div>
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<div>On Sun, Nov 8, 2020 at 4:34 PM Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:<br>
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<div dir="ltr">Hi Ryan,</div>
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<div dir="ltr">Just thought I would follow up to see if you managed to follow the steps in my previous email and log back into the App on your second iPad?</div>
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<div dir="ltr">If you're still having trouble could you send me a screen shot please?</div>
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<div dir="ltr">Thanks</div>
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<div dir="ltr">Charlotte<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4099" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4099</a>
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                            On
                            Thu, 5 Nov at 12:14 PM
                            <span>,  Les Mills International &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:
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<div dir="ltr">Hi Ryan,</div>
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<div dir="ltr">Mackenzie has raised a support ticket on your behalf in relation to Virtual downloads which are not progressing.  I can see below via Scheduler Settings &gt; Manage Devices that one iPad (Family Fitness's iPad) is connected to both studios.  </div>
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<div dir="ltr"><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzc3NzQyODAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.wshwJOeZ3X7GeejwYbHfF3BmUj53LVdEMLTTt4udLME" style="width:auto"></div>
<div dir="ltr"><span style='color:rgb(0,0,0);font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px;font-style:normal;font-variant-ligatures:normal;font-variant-caps:normal;font-weight:400;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;text-decoration-style:initial;text-decoration-color:initial;display:inline!important;float:none' dir="ltr">Was the App downloaded from the App store to your new iPad?  It looks like the new iPad has been linked to the existing iPad during setup?</span></div>
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<span dir="ltr" style='color:rgb(0,0,0);font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px;font-style:normal;font-variant-ligatures:normal;font-variant-caps:normal;font-weight:400;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;text-decoration-style:initial;text-decoration-color:initial;display:inline!important;float:none'>​</span><br>
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<div><span dir="ltr" style='color:rgb(0,0,0);font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px;font-style:normal;font-variant-ligatures:normal;font-variant-caps:normal;font-weight:400;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;text-decoration-style:initial;text-decoration-color:initial;display:inline!important;float:none'>Please follow these steps to make sure your iPad isn't linked with another iPad</span></div>
<div><span dir="ltr" style='color:rgb(0,0,0);font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px;font-style:normal;font-variant-ligatures:normal;font-variant-caps:normal;font-weight:400;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;text-decoration-style:initial;text-decoration-color:initial;display:inline!important;float:none'>1.Click 'remove device' against the studio that's having the problems with downloads (as above) to unlink the iPad from the studio.  </span></div>
<div><span dir="ltr" style='color:rgb(0,0,0);font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px;font-style:normal;font-variant-ligatures:normal;font-variant-caps:normal;font-weight:400;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;text-decoration-style:initial;text-decoration-color:initial;display:inline!important;float:none'>2. Perform a factory reset on the iPad (if asked to connect or link with another iPad, select 'no')</span></div>
<div><span dir="ltr" style='color:rgb(0,0,0);font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px;font-style:normal;font-variant-ligatures:normal;font-variant-caps:normal;font-weight:400;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;text-decoration-style:initial;text-decoration-color:initial;display:inline!important;float:none'>3. Download the Virtual App from the App store</span></div>
<div><span dir="ltr" style='color:rgb(0,0,0);font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px;font-style:normal;font-variant-ligatures:normal;font-variant-caps:normal;font-weight:400;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;text-decoration-style:initial;text-decoration-color:initial;display:inline!important;float:none'>4. Login with your Virtual username and the password that you created.</span></div>
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<span dir="ltr" style='color:rgb(0,0,0);font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px;font-style:normal;font-variant-ligatures:normal;font-variant-caps:normal;font-weight:400;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;text-decoration-style:initial;text-decoration-color:initial;display:inline!important;float:none'>​</span><br>
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<div><span dir="ltr" style='color:rgb(0,0,0);font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px;font-style:normal;font-variant-ligatures:normal;font-variant-caps:normal;font-weight:400;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;text-decoration-style:initial;text-decoration-color:initial;display:inline!important;float:none'>Let me know how that goes.</span></div>
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<span dir="ltr" style='color:rgb(0,0,0);font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px;font-style:normal;font-variant-ligatures:normal;font-variant-caps:normal;font-weight:400;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;text-decoration-style:initial;text-decoration-color:initial;display:inline!important;float:none'>​</span><br>
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<div><span dir="ltr" style='color:rgb(0,0,0);font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px;font-style:normal;font-variant-ligatures:normal;font-variant-caps:normal;font-weight:400;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;text-decoration-style:initial;text-decoration-color:initial;display:inline!important;float:none'>Thanks</span></div>
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<span dir="ltr" style='color:rgb(0,0,0);font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px;font-style:normal;font-variant-ligatures:normal;font-variant-caps:normal;font-weight:400;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;text-decoration-style:initial;text-decoration-color:initial;display:inline!important;float:none'>​</span><br>
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<span dir="ltr" style='color:rgb(0,0,0);font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;font-size:13px;font-style:normal;font-variant-ligatures:normal;font-variant-caps:normal;font-weight:400;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;text-decoration-style:initial;text-decoration-color:initial;display:inline!important;float:none'>Charlotte</span><br>
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<br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4099" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4099</a>
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                            On
                            Thu, 5 Nov at 11:17 AM
                            <span>,  Ryan Pergola &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:
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<div>Hello! This is Mackenzie Betts reaching out on behalf of Ryan from Family Fitness. He is attempting to download videos onto his iPad and the videos are not automatically downloading. When I asked him to go into Manage Downloads, he said that download in process was 0. On the back end, everything appears to be working. He did mention that he purchased a brand new iPad that already had IOS 14 installed, which could potentially be the issue. His iPad is connected to Wifi. Your help is appreciated!</div>
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