Subject: New Reply Received - THE TRIP apps stop every 30 minutes play
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 14 Jan 2021 01:49:28 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  THE TRIP apps stop every 30 minutes play   Ticket comment <div class="WordSection1">
<div class="MsoNormal">Dear Support,</div>
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<div class="MsoNormal">The virtual trip class now working normal</div>
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<div class="MsoNormal">Thank you,</div>
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<div>From: Les Mills International &lt;[email-masked]&gt; <br><b>Sent:</b> Tuesday, January 12, 2021 3:23 PM<br><b>To:</b> [email-masked]<br><b>Subject:</b> Re: THE TRIP apps stop every 30 minutes play</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi P​elly,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Sure, do let us know how it goes. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​Best Regards,<br>Pritish<br>Customer Services<br>Les Mills Virtual App<br><br>Ticket: <a href="https://immersivesupport.lesmills.com/helpdesk/tickets/4215" rel="noreferrer">https://immersivesupport.lesmills.com/helpdesk/tickets/4215</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 12 Jan at 5:43 PM <span class="separator">, PELLY &lt;[email-masked]&gt; wrote: </span></span><span class="separator"></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Dear Support,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We doing it and will try on coming class this evening, will update after finish the class</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From: Les Mills International &lt;[email-masked]&gt; <br><b>Sent:</b> Monday, January 11, 2021 11:02 PM<br><b>To:</b> [email-masked]<br><b>Subject:</b> Re: THE TRIP apps stop every 30 minutes play</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Pelly,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for the details.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Looking at the backend data it looks like THE TRIP VIRTUAL 22 is an incomplete download. Could you please refresh the release and download it again. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Here is the process to refresh a release:<br><br>Unlock the padlock to the top right of the APP<br>Navigate to Manage Downloads &gt; Downloaded<br>Scroll to the affected release and hit the refresh button as in the below screenshot.<br>The release will appear at the top of the ‘Downloading in Progress’ tab for re-download immediately provided your APP is connected to the internet</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Please let us know if you have any questions. We will leave this ticket open for another 48 hours.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​Best Regards,<br>Pritish<br>Customer Services<br>Les Mills Virtual App<br>​</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>Ticket: <a href="https://immersivesupport.lesmills.com/helpdesk/tickets/4215" rel="noreferrer">https://immersivesupport.lesmills.com/helpdesk/tickets/4215</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Mon, 11 Jan at 4:51 PM <span class="separator">, PELLY &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote: </span></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Dear Support,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Its class The Trip Virtual 22</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Average per day for virtual is 2 – 3 class and it stop in around 30 – 35 minutes after start, its happen again yesterday 6pm </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From: Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; <br><b>Sent:</b> Sunday, January 10, 2021 8:56 PM<br><b>To:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br><b>Subject:</b> Re: THE TRIP apps stop every 30 minutes play</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Pelly,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>Thank you for reaching out to us.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>Could you please confirm if all the classes of The Trip Virtual is stopping or if it is a specific class which you have issues with?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>If specific, then can you please let us know the release number of the class? Also, can you also let us know the date and time when this happened last time?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>Looking forward to your reply soon.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>Best Regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Pritish</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Customer Services</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Les Mills Virtual App<br><br>Ticket: <a href="https://immersivesupport.lesmills.com/helpdesk/tickets/4215" rel="noreferrer">https://immersivesupport.lesmills.com/helpdesk/tickets/4215</a></span></div>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>4215:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span>
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