Subject: Ticket re-opened - [#4113] Sync hasn't happened - scheduled classes not playing
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 13 Nov 2020 03:50:19 +0000

Hi Pritish Nandi,  Ticket “#4113 – Sync hasn't happened - scheduled classes not playing” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4113 to view the ticket.  Ticket comment   
 Hi Charlotte, 

  

 Hope so, have a great weekend! 

  

 
 Kind Regards, 

  

 Greg 

  

 
Greg Cartagena | Virtual AV Support Specialist 
Les Mills Asia Pacific | www.lesmills.com.au 

 
 
PO Box 3998 Manuka ACT 2603 AUSTRALIA

 
 
Tel
+61 455 508 248
| Email
[email-masked]

 

 
 
AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm

 

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

 

 

 
The contents of this email and its attachments are confidential and privileged. Any unauthorised
 use of the contents or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments.  

 

 

 

 

 

 

 From: Les Mills International <[email-masked]> 
Reply-To: Les Mills International <[email-masked]> 
Date: Friday, 13 November 2020 at 1:10 PM 
To: Kathryn Tighe <[email-masked]> 
Cc: Greg Cartagena <[email-masked]> 
Subject: Re: Sync hasn't happened - scheduled classes not playing

 

 

 

 
 Hi Greg, 

 
 
 ​ 

 
 
 Thanks for letting me know, it sounds like the issue is resolved for now? 

 
 
 ​ 

 
 
 Charlotte 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4113 

 

  

 

 
 
On Fri, 13 Nov at 12:02 PM
, Greg Cartagena <[email-masked]> wrote: 

 

 Hi Charlotte, 

 

 

 
 
Thank you for letting me know. They had problems logging into the scheduler. Paul Smith tried with the login details used when he set up the LMV App and couldn’t get
 it. He then asked if the password had since been changed. Paul sent me a message saying that
Stephen stated Kathryn changed the password - it didn't have an "!" At the end - Tim updated the password and the iPad synced straight away. 

 

 

 

 
Hopefully, it will take care of the scheduling problem. Since this club has changed over from Fitbox to the LMV App platform, they now have to route a new network
 cable to the projector. I believe until then they will set up for UDP automation.

 

 

 

 
 
Kind Regards,

 

   

 

Greg

 

   

 

Greg Cartagena | Virtual AV Support Specialist 
Les Mills Asia Pacific | www.lesmills.com.au 

 

 
 
PO Box 3998 Manuka ACT 2603 AUSTRALIA

 

 
 
Tel
+61 455 508 248
| Email
[email-masked]

 

 

 

 
AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm

 

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

 

 

 

 
The contents of this email and its attachments are confidential and privileged. Any unauthorised
 use of the contents or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments.  

 

 

 

 

   

 

 

 

 
 
From:
Charlotte Jansen <[email-masked]> 
Date: Friday, 13 November 2020 at 8:29 AM 
To: Greg Cartagena <[email-masked]>, Kathryn Tighe <[email-masked]>, Support <[email-masked]> 
Cc: "[email-masked]" <[email-masked]>, Leading Edge Computers Rockhampton <[email-masked]>, Jasmine Bourchier <[email-masked]> 
Subject: RE: Sync hasn't happened - scheduled classes not playing

 

 

 

 
 
 Hi Greg, 

 

 

 
 iPad syncs can take up to an hour and in rare cases even longer.  It’s been raised with the development team and they’re looking into it but for now our advice is to schedule well
 in advance, or play a class in admin mode if it’s required at short notice. 

 

 

 
 Thanks 

 

 

 
 Charlotte 

 

 

 

 

 

 

 

 

 

 

 

Charlotte Jansen​

 

 

 
 
  |  

 

 
 Support Manager 

 

 

 

 

 
 
 Les Mills International 

 

 
  |  

 

 
 [email-masked] 

 

 

 

 
 
 www.lesmills.com 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

  

 

 

 

 

 

 

  

 

 

 

 

 

 

 

 
From: Greg Cartagena <[email-masked]>
 
Sent: Thursday, 12 November 2020 6:32 pm 
To: Kathryn <[email-masked]>; Charlotte Jansen <[email-masked]>; Support <[email-masked]> 
Cc: [email-masked]; Leading Edge Computers Rockhampton <[email-masked]>; Jasmine Bourchier <[email-masked]> 
Subject: Re: Sync hasn't happened - scheduled classes not playing

 

 

   

 

Hi Kathryn,

 

 

 

 
 
I received a call from Tim and called back but went to voicemail. Paul Smith has been trying to get on to Tim or Stephen and talk through the connectivity.

 

 

 

 
 
It would be great if either could call him ASAP. There have been reports of IPad syncs taking 35 minutes this week. Not sure if it is a local or club network connection
 issue. 

 

 

 

 

Kind Regards,

 

 

 

 
 
Greg

 

 

 

 
 
Greg Cartagena | Virtual AV Support Specialist 
Les Mills Asia Pacific | www.lesmills.com.au 

 

 
 
PO Box 3998 Manuka ACT 2603 AUSTRALIA

 

 
Tel
+61 455 508 248
| Email
[email-masked]

 

 

 

 
AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm

 

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

 

 

 

 

The contents of this email and its attachments are confidential and privileged. Any unauthorised
 use of the contents or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments.  

 

 

 

 

 

 

 

 

 

From:
Kathryn Tighe <[email-masked]> 
Date: Thursday, 12 November 2020 at 3:18 PM 
To: "[email-masked]" <[email-masked]>, Les Mills International <[email-masked]> 
Cc: "[email-masked]" <[email-masked]>, Leading Edge Computers Rockhampton <[email-masked]>, Greg Cartagena
 <[email-masked]>, Jasmine Bourchier <[email-masked]> 
Subject: Re: Sync hasn't happened - scheduled classes not playing

 

 

   

 

 
 
Hi team,

 

 

 

 

 

This was sent to me but will be useful for Tim/Steve:

 

 

 

 

 

 
Dear Kathryn 

 

 
 
We would like to acknowledge that we have received your request and a ticket has been created. 
A support representative will be reviewing your request and will send you a personal response within 5 hours. 
 
To view the status of the ticket or add comments, please visit  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4113 
 
Thank you for your patience, in the mean-time, please find a link to our FAQ's 
 
Sincerely, 
Les Mills International Support Team

 

 

Kind regards, 

 

 

 

 

 
 
Kathryn Tighe | Business Partnership
 Manager QLD & TAS 
Les Mills Asia Pacific |
[email-masked] 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
L: 02 6215 8121 | M: 0432 220 792 | www.lesmills.com.au  

 

 

 

 

 

 

 

 

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

 

 

 

 

 

 

 

 

 

 

 
 
The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks
 is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments.

 

 

 

 

 

 
 
From: Kathryn Tighe <[email-masked]> 
Sent: Thursday, 12 November 2020 4:17 PM 
To: [email-masked] <[email-masked]>; Les Mills International <[email-masked]> 
Cc: [email-masked] <[email-masked]>; Leading Edge Computers Rockhampton <[email-masked]>; Greg Cartagena
 <[email-masked]>; Jasmine Bourchier <[email-masked]> 
Subject: Re: Sync hasn't happened - scheduled classes not playing

 

 

 

 

 

Sorry ignore that last email, the downloads were complete prior to the ipad arriving at site. 

 

 

 

 

 

Charlotte, and LMI Support, over to you...

 

 

 

 

 

 

Kind regards,

 

 

 

 
Kathryn Tighe | Business Partnership
 Manager QLD & TAS 
Les Mills Asia Pacific |
[email-masked] 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
L: 02 6215 8121 | M: 0432 220 792 | www.lesmills.com.au  

 

 

 

 

 

 

 

 

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

 

 

 

 

 

 

 

 

 

 

 
 
The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks
 is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments.

 

 

 

 

 

 

 

 

 

From: Kathryn Tighe <[email-masked]> 
Sent: Thursday, 12 November 2020 4:13 PM 
To: [email-masked] <[email-masked]>; Les Mills International <[email-masked]> 
Cc: [email-masked] <[email-masked]>; Leading Edge Computers Rockhampton <[email-masked]>; Greg Cartagena
 <[email-masked]>; Jasmine Bourchier <[email-masked]> 
Subject: Re: Sync hasn't happened - scheduled classes not playing

 

 

 

 

 

Hi Steve, Tim, 

 

 

 

 

 
 
In the meantime please follow these steps: https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000051191-the-class-i-scheduled-is-not-playing

 

 

 

 

 

 

 

 
 
Kind regards,

 

 

 

 
Kathryn Tighe | Business Partnership
 Manager QLD & TAS 
Les Mills Asia Pacific |
[email-masked] 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
L: 02 6215 8121 | M: 0432 220 792 | www.lesmills.com.au  

 

 

 

 

 

 

 

 

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

 

 

 

 

 

 

 

 

 

 

 
 
The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks
 is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments.

 

 

 

 

 

 

 

 

 

From: Kathryn Tighe 
Sent: Thursday, 12 November 2020 4:11 PM 
To: [email-masked] <[email-masked]>; Les Mills International <[email-masked]> 
Cc: [email-masked] <[email-masked]>; Leading Edge Computers Rockhampton <[email-masked]>; Greg Cartagena
 <[email-masked]>; Jasmine Bourchier <[email-masked]> 
Subject: Sync hasn't happened - scheduled classes not playing

 

 

 

 

 

Hi Charlotte and Les Mills Support (basically whoever answers first),

 

 

 

 

 

Ambitionz Gym in QLD Australia 500182 scheduled in their classes via the desktop scheduler around 24 hours ago but the classes
 are not playing. 

 

 

 

 

 

The classes will play if they log into the iPad and schedule them from there, however the scheduled classes from the desktop
 are not playing. My best guess would be that the sync hasn't happened yet but I just wanted to reach out to you as soon as possible as they've had an outage in service as they've swapped from Fitbox to The Les Mills App so obviously the members are very keen
 to get back to their classes.

 

 

 

 

 

 

Kind regards,

 

 

 

 
Kathryn Tighe | Business Partnership Manager
 QLD & TAS 
Les Mills Asia Pacific |
[email-masked] 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
L: 02 6215 8121 | M: 0432 220 792 | www.lesmills.com.au  

 

 

 

 

 

 

 

 

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

 

 

 

 

 

 

 

 

 

 

 
 
The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks
 is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments.

 

 

 

 

 

 

 

4113:859387