Subject: Ticket re-opened - [#4247] Virtual App Support - Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 22 Jan 2021 04:34:06 +0000

Hi Pritish Nandi,  Ticket “#4247 – Virtual App Support - Les Mills” has been reopened, please visit https://immersivesupport.lesmills.com/helpdesk/tickets/4247 to view the ticket.  Ticket comment   
 Thanks Charlotte for responding. 

  

 Leo – can you please take it from here what did you do manually? Thanks. 

  

 

 
  
 From: Les Mills International <[email-masked]>
 
Sent: Friday, 22 January 2021 10:55 AM 
To: [email-masked] 
Cc: [email-masked]; Pfeiffer Chan <[email-masked]>; [email-masked]; Leo Saw <[email-masked]>; Harmen Potgieter <[email-masked]> 
Subject: Re: Virtual App Support - Les Mills

 

   

 
 
 Hi Pfeiffer, 

 
 
 ​ 

 
 
 Olesia is offline at the moment so I thought I would reply. Could you explain what you mean by manually reset please?  For example, did you turn the projector on with the
 remote or unplug the adapter and plug it back in? From our end it appears the class was playing, so it looks like a piece of equipment has failed.  A bit more detail on what you did to recover the class will help us diagnose where the fault lies. 

 
 
 ​ 

 
 
 Many thanks 

 
 
 ​ 

 
 
 Charlotte 
 
Ticket: 
https://immersivesupport.lesmills.com/helpdesk/tickets/4247 

 

  

 

 
 
On Fri, 22 Jan at 1:47 PM
, Pfeiffer Chan <[email-masked]> wrote:

 

Hi Olesia,

 

 
 Thank you very much for the quick reply. 

  

 We were informed by the Operations team of the club that this particular slot did not play as scheduled, and they had to manually reset. 

  

 So am not sure your finding stating it was auto played could be due to the manual reset. Is there any way for you to confirm? This
 has been recurring. 

  

 Many thanks. 

 Pfeiffer 

  

 Leo/Harmen - please jump in if necessary to provide more insight on what happened at your end to assist the team to trouble-shoot.
 I will let you guys take it from here. Thanks. 

 

   

 Get

Outlook for Android  

 

  

 

 

 
 
 From: Les Mills International <[email-masked]> 
Sent: Friday, 22 January 2021, 04:15 
To: 
[email-masked] 
Cc: 
[email-masked]; Pfeiffer Chan 
Subject: Re: Virtual App Support - Les Mills 

 

 
 Hi Rockie, 

 

   

 
 Thank you for your quick reply and screenshot. 

 

   

 
 We have checked our backend data and could not find any playback issues, moreover, we can see that Virtual RPM 82 at 12:45PM on January 19, 2021 is automatically started
 in time and played to completion. 

 

Could you please elaborate on what is wrong with Virtual class RPM 82. 

 

   

 
 Kind regards, 
Olesia 
Customer Services 
Les Mills Virtual App 

 

Ticket: 
https://immersivesupport.lesmills.com/helpdesk/tickets/4247  

 

 
On Fri, 22 Jan at 2:33 AM
, Rockie Yeo <[email-masked]> wrote: 

 

 Hi Pritish, 

 

   

 
 Please refer to the attachment. 

 

  

 

 

 
 
Best Regards,

 

 
 
Rockie Yeo | Launch Coach (South East Asia)  
Les Mills Asia Pacific - Malaysia |
[email-masked] 
Unit 8.02, Level 8, Wisma E&C, No 2, Lorong Dungun Kiri, Damansara Heights,
 50490, Kuala Lumpur, Malaysia 
tel +6 03 2720 8604 |
 ext 204 | fax +6 03 2726 2947 

 

 
 
mobile +6 019 754 1319 | www.lesmills.com.au

 

 

   

 
 
WORLD UNITED | A fully customisable global event | Re-engage & attract members | Turbocharge your
 relaunch | 

 

 
 
www.lesmills.com.au/united

 

  

 

 

 

 

 

 
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 the attachments.

 

 

 
BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN TO MOVE®, CLUB COUNT®, CXWORX®,  IMMERSIVE FITNESS®,
 LES MILLS BARRE™, LES MILLS GRIT®, LES MILLS SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH’BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP®, are all registered trademarks of Les Mills Asia Pacific.

 

  

 

 

  

 

 

 
 
 From: Les Mills International <[email-masked]> 
Sent: Thursday, January 21, 2021 4:18 PM 
To: Rockie Yeo <[email-masked]> 
Subject: Re: Virtual App Support - Les Mills 

 

 

 

 
 Hi Rockie Yeo, 

 
 
 ​ 

 
 
 Thank you for reaching out to us,  

 
 
 ​ 

 
 
 Could you please confirm which program was scheduled and what was the time?  

 
 
 ​ 

 
 
 Also, did they receive any error message on the Virtual app or the display unit? If yes, a photo of the error would be helpful. 

 
 
 ​ 

 
 
 Looking forward to your reply soon.  

 
 
 ​ 

 
 
 Best Regards, 

 
 
 Pritish 

 
 
 Customer Services 

 
 
 Les Mills Virtual App 
 
Ticket: 
 https://immersivesupport.lesmills.com/helpdesk/tickets/4247  

 

  

 

 

 

 

   

 

 
 
4247:859387