Subject: Ticket re-opened - [#4157] Re: Splash Virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Sun, 13 Dec 2020 21:50:44 +0000

Hi Pritish Nandi,  Ticket “#4157 – Re: Splash Virtual” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4157 to view the ticket.  Ticket comment   
Hi Pritish, 

 

 

 

 

 

 

 

 

 

 
 
​Thanks for detailing that. 

 

 
 
@Toa Su'a, please let us know how you go with the guidance below.  

 
 
Speak soon. 

 
 
Kind Regards, 

 

 
Jasmine Bourchier | National Launch Coach

Les Mills Asia Pacific | [email-masked] 

 
PO Box 3998 Manuka ACT 2603 AUSTRALIA

tel +61 2 6215 8120 | fax +612 6282 0563 | www.lesmills.com.au

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 From: Les Mills International <[email-masked]> 
Sent: Friday, 11 December 2020 7:22 PM 
To: Greg Cartagena <[email-masked]> 
Cc: Jasmine Bourchier <[email-masked]>; [email-masked] <[email-masked]> 
Subject: Re: Re: Splash Virtual

 

 Hi ​Jasmine, 
 ​ 
 
 Thank you for some more insight.  
 ​ 
 
 That seems to be a browser issue. Could you ask Toa to reset the Chrome and try again. It will be also helpful if they can try with a different system. 
 ​ 
 
 ​Like Charlotte, I also have tried Toa's login and have not encountered any issues. It loads within seconds.  
 ​ 
 
 So this is most likely to do with the network or the system they might be using.  
 ​ 
 Best Regards, 
Pritish 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4157

 

 
 
 On Fri, 11 Dec at 3:31 PM 
, Jasmine <[email-masked]> wrote:
 
Hi Charlotte, 

 
 
Thanks for detailing that. 

 
 
Toa mentioned that Chrome is coincidentally the slowest and Internet Explorer responds slightly quicker.  

 
 
I think he is using a normal computer or laptop. I have copied him in, incase this is any different.  

 

 

 
 
Kind Regards, 

 

 
Jasmine Bourchier | National Launch Coach

Les Mills Asia Pacific | [email-masked] 

 
PO Box 3998 Manuka ACT 2603 AUSTRALIA

tel +61 2 6215 8120 | fax +612 6282 0563 | www.lesmills.com.au

Grab
 your comprehensive guide to reopening from our
 online Re-Set Hub - click
 here to
 download.  

 

 

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]> 
Sent: Friday, 11 December 2020 1:01 PM 
To: Greg Cartagena <[email-masked]> 
Cc: Jasmine Bourchier <[email-masked]> 
Subject: Re: Re: Splash Virtual  

 
 
 Hi Jasmine, 
 ​ 
 
 I'm not having an issue with Toa's login, so it might be something specific to his computer or network.  Is he using a chrome browser and a computer (not an iPad) to access it? 
 ​ 
 
 Regarding the sync delay, this is a known issue that we're working on but I don't have a timeframe for a fix at this stage.  So our advice is to schedule well in advance to make sure there's time for the class to reach the App. 

 
 I'll leave this ticket open for another 48 hours in case you have any further questions. 

 
 Kind regards 

 
 Charlotte 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4157  

 

 
 On Fri, 11 Dec at 11:45 AM 
, Jasmine <[email-masked]> wrote:
 
Hi Pritish, 

 
 
Thanks for your follow up.  

 
 
Not sure if you can help with this aspect? 

 

Issue 2) It is taking extensive time for Toa to log into the app scheduler. 

 

 

 
 
Log in Details are 96794and Password:Splash2020. 

 

 

 
 
Once he is logged in, it is taking an extended time (sometimes 3 to 4 hours) to see his timetable changes come into effect in the studio.

 

 

 

 
​When I log in to his account here at the office it responds instantaneously. Strange 

 

 
 
Kind Regards, 

 

 
Jasmine Bourchier | National Launch Coach

Les Mills Asia Pacific | [email-masked] 

 
PO Box 3998 Manuka ACT 2603 AUSTRALIA

tel +61 2 6215 8120 | fax +612 6282 0563 | www.lesmills.com.au

Grab
 your comprehensive guide to reopening from our
 online Re-Set Hub - click
 here to
 download.  

 

 

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]> 
Sent: Thursday, 10 December 2020 8:36 PM 
To: Greg Cartagena <[email-masked]> 
Cc: Jasmine Bourchier <[email-masked]>; Tyler Adams <[email-masked]> 
Subject: Re: Re: Splash Virtual  

 
 
 Hi Greg, 

 
 Thank you for reaching out to us. 

 
 As per the email trail, we can see that Jasmine raised some concerns about the Splash site which is having issues with Virtual.  

 
 I see that Paul and you are already looking into this. Please do let us know if we could be of any assistance here and if you need any support from us.  

Just to update you, as per the backend data we do not see any disconnections or issues with the playbacks in the past 30 days. Also, the network connection to the iPad looks good for the past 7 days.   
 ​ 
 
 Do let us know if you need any further information or assistance with the site. 
 ​ 
 
 Best Regards, 
 Pritish 
 Customer Services 
 Les Mills Virtual App 

Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4157