Subject: Ticket re-opened - [#4178] Trip Virtual 22 Issue
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 21 Dec 2020 10:09:22 +0000

Hi Pritish Nandi,  Ticket “#4178 – Trip Virtual 22 Issue” has been reopened, please visit https://immersivesupport.lesmills.com/helpdesk/tickets/4178 to view the ticket.  Ticket comment   
 Hi,  
   
 I attach the video.  
   
 The exact point of the Trip 22 is from minute 16:17, when it loses quality. Maybe in the video you can’t appreciate the quality loss but our CXManager went to the club last friday and his report was clear: there is an audio issue in the video.  
   
 Can you make a test please? 
   
 Thanks a lot. 

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: jueves, 17 de diciembre de 2020 19:58 Para: [email-masked] Asunto: Re: Trip Virtual 22 Issue 

  Hi Marc,  
  ​  
  Thank you for you reply.  
  ​  
  We will wait for short video of the issue.  
  ​  
  Best Regards, Olesia Customer Services Les Mills Virtual App  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4178  

 
  
 On Thu, 17 Dec at 10:30 PM , Marc <[email-masked]> wrote: 

  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     

4178:859387 

  
4178:859387 

 
4178:859387 

Attachments :
1. Audio issue Snap Gava.mp4