Subject: Ticket re-opened - [#4257] Error logging into LM APP scheduler and ipad
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 29 Jan 2021 08:10:44 +0000

Hi Pritish Nandi,  Ticket “#4257 – Error logging into LM APP scheduler and ipad” has been reopened, please visit https://immersivesupport.lesmills.com/helpdesk/tickets/4257 to view the ticket.  Ticket comment   Hey 👋 

 
 
 We managed to get downloads this afternoon.  They have since been deleted by some one from sales Force? 

 
 Surely you would want us if possible to have used this for the modular training and master class tomorrow? 

 
 I understand deleting them after the training so they can’t be used. 

 
 Totally confused as to why let us download and then take them off. 

 
 It doesn’t give us time now to link for tomorrow. 

 
 Thanks 
 Nikki  
 
 Sent from my iPhone 

 

  
 On 29 Jan 2021, at 4:35 pm, Les Mills International <[email-masked]> wrote: 

 

 
 
 Hi Jasmine, 
 ​ 
 
 This is a quick follow up on the login issue. 
 ​ 
 
 I can see that customer was able to login to the App successfully. Please  share with the Club the below link for advice on how to maximise downloads: 

 
 
https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000054280-optimizing-big-downloads

​ 

 
 I also attached guide on how to 
their iPad and 
Virtual  APP. 
 ​ 
 
 We will close this ticket for now. But feel free to contact if you need our support. 
 ​ 
 Kind regards, 
​​Olesia 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://immersivesupport.lesmills.com/helpdesk/tickets/4257

 On Thu, 28 Jan at 7:49 PM 
, Les Mills International <[email-masked]> wrote:
 
 Hi Kathryn, 
 ​ 
 
 I've just noticed there are no studios added to the account either.  Please add these and once the Virtual email with the temp password is generated the login should be successful. 
 ​ 
 Thanks 
 ​ 
 
 Charlotte 
 
Ticket: 
https://immersivesupport.lesmills.com/helpdesk/tickets/4257  

 

 
 On Thu, 28 Jan at 7:44 PM 
, Les Mills International <[email-masked]> wrote:
 
 Hi Kathryn, 
 ​ 
 
 Sorry for the delay, for some reason there's no Virtual email under the account.  What are the details you're using to login to the Scheduler please? 
 ​ 
 
 Thanks 
 ​ 
 Charlotte 
 
Ticket: 
https://immersivesupport.lesmills.com/helpdesk/tickets/4257  

 

 
 On Thu, 28 Jan at 5:28 PM 
, Kathryn Tighe <[email-masked]> wrote:
 
Hi LMI, we have yet to hear back about the below and the club has an IMT scheduled for this weekend. Please could you have a look into why they are getting this error message? 

 

 

 

 

 

 

 

 

 

 
 
Kind
 regards,

 

 

Kathryn Tighe | Business
 Partnership Manager QLD & TAS 
Les Mills Asia Pacific | [email-masked] 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
L: 02 6215 8121 | M: 0432 220 792 | www.lesmills.com.au  

 

 
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 From: Nikki <[email-masked]> 
Sent: Thursday, 28 January 2021 3:18 PM 
To: Jasmine Bourchier <[email-masked]> 
Cc: Les Mills International <[email-masked]>; Dominic Chin <[email-masked]>; Kathryn Tighe <[email-masked]>; Ben Cooper <[email-masked]> 
Subject: Re: Error logging into LM APP scheduler and ipad  
   
 Hey Jasmine

 
 Still getting this.  

 

 

 
 Sent from my iPhone 

 On 28 Jan 2021, at 8:13 am, Jasmine Bourchier <[email-masked]> wrote: 

 

 
Hi Team, 

 
 
Hoping you can help us urgently as the club needs their system operation by this weekend. 

 
 
It's nearly been 24 hours since our IT team member performed a salesforce sync with LMI. We are still having issues logging into the iPad and to the scheduler. See screenshots below of the error messages. 

 
 
I have not seen this particular error message before. 

 
 
Can you please explain why and help resolve it? 

 

 
 
From: Jasmine Bourchier <[email-masked]> 
Sent: Thursday, 28 January 2021 8:49 AM 
To: Dominic Chin <[email-masked]> 
Subject: Re: Error

 
 
Hi Dom, 

 
 
Unfortunately, we still cannot log in. It has nearly been 24hrs. Do you know what else it could be? 

 

 

 

 

 

 

 

 

 

 

 

 

 

​ 

 
Kind Regards, 

 

 
Jasmine Bourchier | National Launch Coach

Les Mills Asia Pacific | [email-masked] 

 
PO Box 3998 Manuka ACT 2603 AUSTRALIA

tel +61 2 6215 8120 | fax +612 6282 0563 | www.lesmills.com.au

Grab
 your comprehensive guide to reopening from our
 online Re-Set Hub - click
 here to
 download.  

 

 

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 any attachments. 

 

 

 

 

 

From: Dominic Chin <[email-masked]> 
Sent: Wednesday, 27 January 2021 4:37 PM 
To: Jasmine Bourchier <[email-masked]> 
Subject: Re: Error

 
 
Hi, 

Our system have synced this to LMI this morning 10:09. This is what look like at LMI side: 

 

 
{
 
    "message": "SUCCESS",

    "errorCode": "0",

    "club": {

        "username": "[email-masked]",

        "studios": "0",

        "street": "751 Beams Road",

        "state": "QLD",

        "sfClubID": "0012L00000vpO4uQAE",

        "programList": [
 
             { 
 
                "programType": "Live",

                "programName": "BODYCOMBAT"
 
             }, 
             { 
 
                "programType": "Live",

                "programName": "SPRINT"
 
             }, 
             { 
 
                "programType": "Live",

                "programName": "RPM"
 
             }, 
             { 
 
                "programType": "Live",

                "programName": "BODYPUMP"
 
             }, 
             { 
 
                "programType": "Live",

                "programName": "BODYBALANCE"
 
             }, 
             { 
 
                "programType": "Virtual",

                "programName": "VIRTUAL 2.0 THE TRIP"
 
             }, 
             { 
 
                "programType": "Virtual",

                "programName": "VIRTUAL 2.0 THE TRIP LIVE"
 
             }, 
             { 
 
                "programType": "Live",

                "programName": "THE TRIP"
 
             }, 
             { 
 
                "programType": "Live",

                "programName": "LES MILLS CORE"
 
             } 
         ], 
 
        "postalCode": "4034",

        "phone": "0732635233",

        "pairingKey": "e1e8d6b5-19ad-4765-c7d8-86a8e8df86da",

        "longitude": null,

        "LMAP_ID": "210117",

        "latitude": null,

        "lastName": "lmap_lastname",

        "firstName": "lmap_firstname",

        "country": "Australia",

        "clubName": "Club Coops",

        "city": "CARSELDINE"
 
     } 
}  

 

 

 

 

 

 

Dominic Chin
| Senior Software Engineer 
Les Mills Asia Pacific | [email-masked] 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
tel +61 2 6215 8158 | fax +612 6282 0563 | www.lesmills.com.au 

 

 

 

 
 
The
 contents of this email and its attachments are confidential and privileged. Any unauthorised us of the contents or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments. BODYPUMP®,
 BODYCOMBAT®, BODYBALANCE®, BODYSTEP®, BODYATTACK®, BODYJAM®, RPM™, BODYVIVE® 3.1, SH'BAM®, CXWORX®, LES MILLS GRIT™, LES MILLS™ Virtual, BORN TO MOVE®, SMARTBAR®, SMARTSTEP® and SMARTBAND® are all registered trademarks of Les Mills Asia Pacific. 

 

 

 

 
 
From: Jasmine Bourchier <[email-masked]> 
Sent: Wednesday, 27 January 2021 4:31 PM 
To: Nikki <[email-masked]> 
Cc: Kathryn Tighe <[email-masked]>; Dominic Chin <[email-masked]> 
Subject: Re: Error

 
 
Hi Nikki,  

 

 

 

 

 

 

 

 

 

 

Thanks for the screenshot. 

 
 
The resync can take 24hrs from when it was performed by our IT team. Therefore, it should be resolved by tomorrow mid-morning at the latest. 

 
 
I have been trying to log in to your account all day and it's still coming up with the same error message, therefore it still needs a little longer. 
 
​ 

 
Kind Regards, 

 

 
Jasmine Bourchier | National Launch Coach

Les Mills Asia Pacific | [email-masked] 

 
PO Box 3998 Manuka ACT 2603 AUSTRALIA

tel +61 2 6215 8120 | fax +612 6282 0563 | www.lesmills.com.au

Grab
 your comprehensive guide to reopening from our
 online Re-Set Hub - click
 here to
 download.  

 

 

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 any attachments. 

 

 

 

 

 

From: Nikki <[email-masked]> 
Sent: Wednesday, 27 January 2021 2:40 PM 
To: Jasmine Bourchier <[email-masked]> 
Subject: Error

 

 
This has come up is that because it’s not ready yet?  

 Sent from my iPhone 

 

 

 

 

 

 

 

 
 <LES MILLS Virtual setup guide (August 2019).pdf>