Subject: New Reply Received - Virtual App Support - Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 22 Jan 2021 05:20:20 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual App Support - Les Mills  Ticket comment <div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0)">
Hi Charlotte,</div>
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Thanks for your email. Im so sorry if pfeiffer pass you the wrong info as i have no idea this platform exist.</div>
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That morning, the class at 7am is not playing. I checked and it was schedule. And the video showed at the bottom bar, but it couldnt be play. I manually unlock the ipad, go on cycling list and manually play a random 50 Mins video.</div>
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This only happen on the morning 7am class. The rest of the virtual classes played as per schedule.</div>
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Should i try to remove and added back the class? As i just got the manual on how to add class. I can try to explore on it.</div>
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Best regards</div>
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<b><span lang="en-SG" style="color:rgb(225,10,10); font-family:Arial,sans-serif; font-size:12pt">LEO</span></b><span lang="en-SG" style="color:rgb(225,10,10); font-family:Arial,sans-serif; font-size:12pt"> SAW</span><span lang="en-SG" style="color:rgb(179,179,179)"></span>
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<span lang="en-US" style="color:rgb(179,179,179); font-family:Arial,sans-serif; font-size:8.5pt">The Heart at Marina One, 7 Straits View, #02-01, Singapore </span><span lang="en-SG" style="color:rgb(179,179,179); font-family:Arial,sans-serif; font-size:8.5pt">018936</span>
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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, January 22, 2021 10:55 AM<br>
<b>To:</b> [email-masked] &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked] &lt;[email-masked]&gt;; Pfeiffer Chan &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;; Leo Saw &lt;[email-masked]&gt;; Harmen Potgieter &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Virtual App Support - Les Mills
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<div dir="ltr">Hi Pfeiffer,</div>
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<div dir="ltr">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.</div>
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<div dir="ltr">Many thanks</div>
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<div dir="ltr">Charlotte<br>
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Ticket: <a href="https://apc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fimmersivesupport.lesmills.com%2Fhelpdesk%2Ftickets%2F4247&amp;data=04%7C01%7Cleo.saw%40virginactive.com.sg%7C5e15cca83bb74b852b1c08d8be8129c8%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637468809287477097%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&amp;sdata=5d9jJ1zKVFkK9V3GkWhX%2F51oObm7QMkPXKtxahiFy%2Fw%3D&amp;reserved=0" rel="noreferrer">
https://immersivesupport.lesmills.com/helpdesk/tickets/4247</a>
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<blockquote class="x_freshdesk_quote">On Fri, 22 Jan at 1:47 PM <span class="x_separator">
, Pfeiffer Chan &lt;[email-masked]&gt; wrote:
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Hi Olesia,</div>
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Thank you very much for the quick reply.</div>
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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.</div>
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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.</div>
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Many thanks.</div>
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Pfeiffer</div>
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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.</div>
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<strong>Sent:</strong> Friday, 22 January 2021, 04:15<br>
<strong>To:</strong> [email-masked]<br>
<strong>Cc:</strong> [email-masked]; Pfeiffer Chan<br>
<strong>Subject:</strong> Re: Virtual App Support - Les Mills<br>
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<div dir="ltr">Hi Rockie,</div>
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<div dir="ltr">Thank you for your quick reply and screenshot.</div>
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<div dir="ltr">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.</div>
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Could you please elaborate on what is wrong with Virtual class RPM 82.</div>
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<div dir="ltr">Kind regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App</div>
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Ticket: <a href="https://apc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fimmersivesupport.lesmills.com%2Fhelpdesk%2Ftickets%2F4247&amp;data=04%7C01%7Cleo.saw%40virginactive.com.sg%7C5e15cca83bb74b852b1c08d8be8129c8%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637468809287487090%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&amp;sdata=nqcyrb4I%2FHuwq31cimAYKSRWnvHGguqdNDe0Mc1sw78%3D&amp;reserved=0" rel="noreferrer">
https://immersivesupport.lesmills.com/helpdesk/tickets/4247</a> </div>
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<blockquote class="x_freshdesk_quote">On Fri, 22 Jan at 2:33 AM <span class="x_separator">
, Rockie Yeo &lt;[email-masked]&gt; wrote: 
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Hi Pritish,</div>
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Please refer to the attachment.</div>
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<font><span style='font-size:9pt; font-family:"Century Gothic",sans-serif'>Best Regards,</span></font>
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<font><font color="#212121" style="font-size:12pt"><span style='font-size:9pt; font-family:"Century Gothic",sans-serif'><strong>Rockie Yeo</strong></span></font><font color="#212121"><span style='font-size:9pt; font-family:"Century Gothic",sans-serif'> | </span><span style='font-family:"Century Gothic",sans-serif; font-size:9pt'>Launch
 Coach (South East Asia)</span></font><font color="#212121" style="font-size:12pt"><span style='font-size:9pt; font-family:"Century Gothic",sans-serif'> </span></font></font><br>
<font style="font-size:15px; color:rgb(33,33,33); font-family:Calibri,Arial,Helvetica,sans-serif"><span style='font-size:8pt; font-family:"Century Gothic",sans-serif'>Les Mills Asia Pacific - Malaysia | [email-masked]</span></font><br>
<font style="font-size:15px; color:rgb(33,33,33); font-family:Calibri,Arial,Helvetica,sans-serif"><span style="font-size:10pt; font-family:Helvetica,sans-serif"><span style='color:rgb(33,33,33); font-family:"Century Gothic",sans-serif; font-size:8pt'>Unit 8.02, </span><span style="color:rgb(33,33,33); font-family:Helvetica,sans-serif; font-size:13.3333px"><span style='color:rgb(33,33,33); font-family:"Century Gothic",sans-serif; font-size:8pt'>Level
 8, </span></span></span><span style='font-size:8pt; font-family:"Century Gothic",sans-serif'>Wisma E&amp;C, No 2, Lorong Dungun Kiri, Damansara Heights, 50490, Kuala Lumpur, Malaysia</span></font><br>
<font style="font-size:15px; color:rgb(33,33,33); font-family:Calibri,Arial,Helvetica,sans-serif"><span style='font-size:8pt; font-family:"Century Gothic",sans-serif'>tel </span><span style="font-size:10pt; font-family:Helvetica,sans-serif"><span style='color:rgb(33,33,33); font-family:"Century Gothic",sans-serif; font-size:8pt'>+6
 03 2720 8604</span></span><span style='font-size:8pt; font-family:"Century Gothic",sans-serif'> | ext 204 | fax +6 03 2726 2947 </span></font>
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<strong>Sent:</strong> Thursday, January 21, 2021 4:18 PM<br>
<strong>To:</strong> Rockie Yeo &lt;[email-masked]&gt;<br>
<strong>Subject:</strong> Re: Virtual App Support - Les Mills</div>
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<div>Hi Rockie Yeo,</div>
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<div dir="ltr">Thank you for reaching out to us, </div>
<div dir="ltr">​<br>
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<div dir="ltr">Could you please confirm which program was scheduled and what was the time? </div>
<div dir="ltr">​<br>
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<div dir="ltr">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.</div>
<div dir="ltr">​</div>
<div dir="ltr">Looking forward to your reply soon. </div>
<div dir="ltr">​</div>
<div dir="ltr">Best Regards,</div>
<div dir="ltr">Pritish</div>
<div dir="ltr">Customer Services</div>
<div dir="ltr">Les Mills Virtual App<br>
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Ticket: <a href="https://apc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fimmersivesupport.lesmills.com%2Fhelpdesk%2Ftickets%2F4247&amp;data=04%7C01%7Cleo.saw%40virginactive.com.sg%7C5e15cca83bb74b852b1c08d8be8129c8%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637468809287507080%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&amp;sdata=JpJKU%2FLRZxd0TxTfCw6MeOurzEUxWB84JciTOEmPDRo%3D&amp;reserved=0" rel="noreferrer">
 https://immersivesupport.lesmills.com/helpdesk/tickets/4247</a> </div>
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</blockquote></div>  https://immersivesupport.lesmills.com/helpdesk/tickets/4247