Subject: Ticket re-opened - [#4178] Trip Virtual 22 Issue
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 17 Dec 2020 09:30:57 +0000

Hi Pritish Nandi,  Ticket “#4178 – Trip Virtual 22 Issue” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4178 to view the ticket.  Ticket comment   
 Hi,  
   
 They refreshed yesterday the Trip Virtual 22 and they have the same sound issue.  
   
 I will try to record the audio and send it to you as soon as possible.  
   
 Best regards,   

Marc Raya | Departamento de Asesoramiento | AEFA LES MILLS | [email-masked]

c/ Immaculada, 23  |  08017 Barcelona  |  Telf. 932 124 613  |  www.lesmills.es  

  

 

De: Les Mills International <[email-masked]>  Enviado el: miércoles, 16 de diciembre de 2020 16:47 Para: [email-masked] Asunto: Re: Trip Virtual 22 Issue 

  Hi Marc,  
  ​  
  
We have played The Trip Virtual release 22 and found no issues with sound or video. We would suggest to the Club to refresh the release via the App Manage Downloads section by following the below instructions: 

 
     
  Unlock the padlock to the top right of the App and enter your admin code  
  Navigate to SETTINGS > Manage Downloads  
  Scroll to the release under the 'Downloaded' tab   
  Click the refresh icon (the circle with the arrow), as below  
  The release should download straight away provided your iPad has a network connection  

   
 
 Please let us know how it goes.  
 
   Best Regards, Olesia Customer Services   
  
Les Mills Virtual App

 Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4178 

  

 On Thu, 17 Dec at 1:26 AM , Marc <[email-masked]> wrote: 

  Hi,   

  
  
Trip Virtual number 22. 

 

The exact point is from minute 16:17. 

 

Best regards, 

 

Marc Raya | Departamento de Asesoramiento | AEFA LES MILLS | [email-masked] 

c/ Immaculada, 23  |  08017 Barcelona  |  Telf. 932 124 613  |  www.lesmills.es  

 

  

  

  
De: Les Mills International <[email-masked]>  Enviado el: miércoles, 16 de diciembre de 2020 13:25 Para: [email-masked] Asunto: Re: Trip Virtual 22 Issue

  
   
Hi Marc,

​

Thank you for you patience.

​

We would like to know which program the customer has a sound issue with. This will help us continue our investigation.

 

Best Regards, Olesia Customer Services Les Mills Virtual App

 Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4178

 
  
  On Thu, 17 Dec at 12:56 AM , Les Mills International <[email-masked]> wrote:   

Hi Marc,

​

Thank you for reaching out to support.

​

We are reviewing this issue and will share with you our investigation results shortly.

​

Best regards,

Olesia

Customer support,

Les Mills Virtual App  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4178 

  
On Wed, 16 Dec at 10:18 PM , Marc <[email-masked]> wrote: 

   
Hi, 

 

This club reported me yesterday this issue: 

 

"A few days ago we checked the release 22 and detected a moment when the sound quality was getting worse and the bass disappeared and the volume fluctuated continuously. We thought it was a problem with our speakers and didn't think twice about it. This weekend we did a rehearsal and all the coaches did the session. It happened again and I took the iPad home to connect it to the TV: once again, it is a problem with the video and although the incident is short lived, it is enough to make everyone doing the session think how bad the sound quality is at the moment or that the speakers are not working. 

 

The exact point is from minute 16:17"

 

Let me know when you check this issue please. 

 

Best regards, 

 

Marc Raya

Les Mills Spain

  

4178:859387 

 
4178:859387