Subject: New Reply Received - Re: Splash Virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Sun, 13 Dec 2020 21:50:44 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Re: Splash Virtual  Ticket comment <div style="font-family: Arial, Helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0); background-color: rgb(255, 255, 255)">
<span style="font-family: Arial, Helvetica, sans-serif; font-size: 10pt">Hi Pritish,</span><br>
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<span style="font-size:10pt">​Thanks for detailing that.</span><span style="font-size:8pt"><br>
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<a id="OWAAM813835" class="_1OtrSZdhKXVv3UhaivrdJ4 mention ms-bgc-nlr ms-fcl-b" href="mailto:[email-masked]" rel="noreferrer">@Toa Su'a</a>, please let us know how you go with the guidance below. </div>
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Speak soon.</div>
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<b style="font-family:arial,helvetica,sans-serif"><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont">Kind Regards,</span></b><br>
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<b><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont">Jasmine Bourchier </span></b><span style="font-size: 7.5pt; font-family: arial, sans-serif, serif, EmojiFont; color: gray">| National Launch Coach</span><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont"></span>
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<span style="font-size: 7.5pt; font-family: arial, sans-serif, serif, EmojiFont; color: gray">Les Mills Asia Pacific | <span class="x_Object" id="x_OBJ_PREFIX_DWT687_ZmEmailObjectHandler" style="color: rgb(0, 90, 149)"><span class="x_Object" id="x_OBJ_PREFIX_DWT690_ZmEmailObjectHandler"><a href="mailto:[email-masked]" target="_blank" rel="noreferrer" title="[email-masked]" id="LPNoLP" style="color: rgb(0, 90, 149)"><span class="x_Object" id="x_OBJ_PREFIX_DWT11767_com_zimbra_email"><span class="x_Object" id="x_OBJ_PREFIX_DWT3871_com_zimbra_email">[email-masked]</span></span></a></span></span></span><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont"><br>
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<span style="font-size: 7.5pt; font-family: arial, sans-serif, serif, EmojiFont; color: gray">PO Box 3998 Manuka ACT 2603 AUSTRALIA</span>
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<span style="font-size: 7.5pt; font-family: arial, sans-serif, serif, EmojiFont; color: gray">tel +61 2 6215 8120 | fax +612 6282 0563 | <span class="x_Object" id="x_OBJ_PREFIX_DWT5598_com_zimbra_url" style="color: rgb(0, 90, 149)"><span style="color: blue"><span class="x_Object" id="x_OBJ_PREFIX_DWT688_com_zimbra_url" style="color: rgb(0, 90, 149)"><span class="x_Object" id="x_OBJ_PREFIX_DWT691_com_zimbra_url"><a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer" id="LPNoLP" title="http://www.lesmills.com.au/
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Friday, 11 December 2020 7:22 PM<br>
<b>To:</b> Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Cc:</b> Jasmine Bourchier &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Re: Splash Virtual
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<div dir="ltr">Hi ​Jasmine,</div>
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<div dir="ltr">Thank you for some more insight. </div>
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<div dir="ltr">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.</div>
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<div dir="ltr">​Like Charlotte, I also have tried Toa's login and have not encountered any issues. It loads within seconds. </div>
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<div dir="ltr">So this is most likely to do with the network or the system they might be using. </div>
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<div dir="ltr">Best Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App<br>
<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4157" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4157</a>
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<blockquote class="x_freshdesk_quote">On Fri, 11 Dec at 3:31 PM <span class="x_separator">
, Jasmine &lt;[email-masked]&gt; wrote:
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Hi Charlotte,</div>
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<div style="font-family: Arial, Helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0); background-color: rgb(255, 255, 255)">
Thanks for detailing that.</div>
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Toa mentioned that Chrome is coincidentally the slowest and Internet Explorer responds slightly quicker. </div>
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I think he is using a normal computer or laptop. I have copied him in, incase this is any different. </div>
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<b style="font-family:arial,helvetica,sans-serif"><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont">Kind Regards,</span></b><br>
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<b><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont">Jasmine Bourchier </span></b><span style="font-size: 7.5pt; font-family: arial, sans-serif, serif, EmojiFont; color: gray">| National Launch Coach</span><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont"></span>
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<span style="font-size: 7.5pt; font-family: arial, sans-serif, serif, EmojiFont; color: gray">Les Mills Asia Pacific | <span class="x_x_Object" id="x_x_OBJ_PREFIX_DWT687_ZmEmailObjectHandler" style="color: rgb(0, 90, 149)"><span class="x_x_Object" id="x_x_OBJ_PREFIX_DWT690_ZmEmailObjectHandler"><a href="mailto:[email-masked]" target="_blank" rel="noreferrer" title="[email-masked]" id="LPNoLP" style="color: rgb(0, 90, 149)"><span class="x_x_Object" id="x_x_OBJ_PREFIX_DWT11767_com_zimbra_email"><span class="x_x_Object" id="x_x_OBJ_PREFIX_DWT3871_com_zimbra_email">[email-masked]</span></span></a></span></span></span><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont"><br>
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<span style="font-size: 7.5pt; font-family: arial, sans-serif, serif, EmojiFont; color: gray">PO Box 3998 Manuka ACT 2603 AUSTRALIA</span>
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<span style="font-size: 7.5pt; font-family: arial, sans-serif, serif, EmojiFont; color: gray">tel +61 2 6215 8120 | fax +612 6282 0563 | <span class="x_x_Object" id="x_x_OBJ_PREFIX_DWT5598_com_zimbra_url" style="color: rgb(0, 90, 149)"><span style="color: blue"><span class="x_x_Object" id="x_x_OBJ_PREFIX_DWT688_com_zimbra_url" style="color: rgb(0, 90, 149)"><span class="x_x_Object" id="x_x_OBJ_PREFIX_DWT691_com_zimbra_url"><a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer" id="LPNoLP" title="http://www.lesmills.com.au/
Ctrl+Click or tap to follow the link" style="color: rgb(0, 90, 149)">www.lesmills.com.au</a></span></span></span></span></span>
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Friday, 11 December 2020 1:01 PM<br>
<b>To:</b> Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Cc:</b> Jasmine Bourchier &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Re: Splash Virtual </div>
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<div dir="ltr">Hi Jasmine,</div>
<div dir="ltr">​<br>
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<div dir="ltr">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?</div>
<div dir="ltr">​<br>
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<div dir="ltr">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.</div>
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<div dir="ltr">I'll leave this ticket open for another 48 hours in case you have any further questions.</div>
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<div dir="ltr">Kind regards</div>
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<div dir="ltr">Charlotte<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4157" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4157</a> </div>
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<blockquote class="x_x_freshdesk_quote">On Fri, 11 Dec at 11:45 AM <span class="x_x_separator">
, Jasmine &lt;[email-masked]&gt; wrote:
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Hi Pritish,</div>
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Thanks for your follow up. </div>
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Not sure if you can help with this aspect?</div>
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<span style="margin: 0px; font-size: 10pt; font-family: Arial, sans-serif; color: black">Issue 2) It is taking extensive time for Toa to log into the app scheduler. </span>
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<span style="margin: 0px; font-size: 10pt; font-family: Arial, sans-serif; color: black">Log in Details are <b>96794</b>and Password:<b>Splash2020. </b></span>
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<span style="margin: 0px; font-size: 10pt; font-family: Arial, sans-serif; color: black">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.</span>
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<span style="font-size:10pt">​When I log in to his account here at the office it responds instantaneously. Strange</span><span style="font-size:8pt"><br>
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<b style="font-family:arial,helvetica,sans-serif"><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont">Kind Regards,</span></b><br>
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Thursday, 10 December 2020 8:36 PM<br>
<b>To:</b> Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Cc:</b> Jasmine Bourchier &lt;[email-masked]&gt;; Tyler Adams &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Re: Splash Virtual </div>
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<div dir="ltr">Hi Greg,</div>
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<div dir="ltr">Thank you for reaching out to us.</div>
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<div dir="ltr">As per the email trail, we can see that Jasmine raised some concerns about the Splash site which is having issues with Virtual. </div>
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<div dir="ltr">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. </div>
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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.  </div>
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<div dir="ltr">Do let us know if you need any further information or assistance with the site.</div>
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<div dir="ltr">Best Regards,</div>
<div dir="ltr">Pritish</div>
<div dir="ltr">Customer Services</div>
<div dir="ltr">Les Mills Virtual App</div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4157" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4157</a> </div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4157