Subject: New Reply Received - Issues with Les Mills Virtual App Automation
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 11 Feb 2021 00:29:23 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Issues with Les Mills Virtual App Automation  Ticket comment <div style="font-family: Arial, Helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0)">
Thanks, Charlotte.</div>
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We are grateful for your help. </div>
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<span style="color:rgb(33,33,33); font-size:10pt; font-family:Arial,Helvetica,sans-serif">Cheers,</span><br style="color:rgb(33,33,33); font-size:13.3333px">
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<span lang="EN-US" style="font-family:Arial,sans-serif,serif,EmojiFont; font-size:8pt">Scott Lambert <span style="color:rgb(127,127,127)">| Business Partnership Manager<br>
Les Mills Asia Pacific</span></span><span style="color:rgb(127,127,127); font-family:Arial,sans-serif,serif,EmojiFont; font-size:8pt"> |
<a href="mailto:[email-masked]" class="OWAAutoLink" rel="noreferrer">[email-masked]</a><span class="x_x_x_Object"><br>
</span>PO Box 3998 Manuka ACT 2603 AUSTRALIA<br>
</span><span style="color:rgb(127,127,127); font-family:Arial,sans-serif,serif,EmojiFont; font-size:8pt">Tel +61<span style="font-size:11px"> 2 </span><span style="font-size:11px">6215 8116 <span style="font-size:10.6667px">| <a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer" class="x_OWAAutoLink" id="LPNoLP">www.lesmills.com.au</a> <span style="color:rgb(127,127,127); font-family:Arial,sans-serif,serif,EmojiFont; font-size:10.6667px">|
<a href="https://www.linkedin.com/in/scott-lambert-453847104/" class="OWAAutoLink" rel="noreferrer">
LinkedIn</a></span></span></span></span>
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<span style="color:rgb(127,127,127); font-family:Arial,sans-serif,serif,EmojiFont; font-size:8pt"><span style="font-size:11px"><span style="font-size:10.6667px; color:rgb(12,100,192)"><b>2021 Les Mills Global Music Release Calendar -
<a href="https://www.lesmills.com.au/calendar/AUS-2021" title="https://www.lesmills.com.au/calendar/AUS-2021" rel="noreferrer">
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<a href="https://www.lesmills.com.au/lmod/business-partnerships" title="https://www.lesmills.com.au/lmod/business-partnerships" rel="noreferrer">Ask us how you can reduce your license rates by becoming a Les Mills on Demand affiliate
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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> Thursday, 11 February 2021 11:25 AM<br>
<b>To:</b> Scott Lambert &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked] &lt;[email-masked]&gt;; Greg Cartagena &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Issues with Les Mills Virtual App Automation
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<div dir="ltr">Hi Scott,</div>
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<div dir="ltr">Please do. Also, it would be good to address the connection issues to stabilise the App's performance and ensure all Scheduler updates reach the App. I can see that in previous diagnostics tests the internet speed was an issue.</div>
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<div dir="ltr">​Many thanks<br>
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<div dir="ltr">Charlotte</div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4277" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4277</a>
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<blockquote class="x_freshdesk_quote">On Thu, 11 Feb at 11:13 AM <span class="x_separator">
, Scott Lambert &lt;[email-masked]&gt; wrote:
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Hi Charlotte,</div>
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Thanks for your help with this issue. </div>
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We run the diagnostic test before contacting the Help desk and highlighted some connection issues.</div>
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I will inform our business team of this step prior to any IOS updates.</div>
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<span style="color:rgb(33,33,33); font-size:10pt; font-family:Arial,Helvetica,sans-serif">Cheers,</span><br style="color:rgb(33,33,33); font-size:13.3333px">
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<span lang="EN-US" style="font-family:Arial,sans-serif,serif,EmojiFont; font-size:8pt">Scott Lambert <span style="color:rgb(127,127,127)">| Business Partnership Manager<br>
Les Mills Asia Pacific</span></span><span style="color:rgb(127,127,127); font-family:Arial,sans-serif,serif,EmojiFont; font-size:8pt"> |
<a href="mailto:[email-masked]" class="x_OWAAutoLink" rel="noreferrer">[email-masked]</a><span class="x_x_x_x_Object"><br>
</span>PO Box 3998 Manuka ACT 2603 AUSTRALIA<br>
</span><span style="color:rgb(127,127,127); font-family:Arial,sans-serif,serif,EmojiFont; font-size:8pt">Tel +61<span style="font-size:11px"> 2 </span><span style="font-size:11px">6215 8116 <span style="font-size:10.6667px">| <a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer" class="x_x_OWAAutoLink" id="LPNoLP">www.lesmills.com.au</a> <span style="color:rgb(127,127,127); font-family:Arial,sans-serif,serif,EmojiFont; font-size:10.6667px">|
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<a href="https://www.lesmills.com.au/calendar/AUS-2021" title="https://www.lesmills.com.au/calendar/AUS-2021" rel="noreferrer">
Click here</a></b></span></span></span> </div>
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<a href="https://www.lesmills.com.au/lmod/business-partnerships" title="https://www.lesmills.com.au/lmod/business-partnerships" rel="noreferrer">Ask us how you can reduce your license rates by becoming a Les Mills on Demand affiliate
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<div class="x_freshdesk_quote">
<blockquote class="x_freshdesk_quote">
<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Wednesday, 10 February 2021 11:51 AM<br>
<b>To:</b> Scott Lambert &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked] &lt;[email-masked]&gt;; Greg Cartagena &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;; Scott Lambert &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Issues with Les Mills Virtual App Automation </div>
<div> </div>
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<div style="font-family:Helvetica Neue,Helvetica,Arial,sans-serif; font-size:13px">
<div style="font-family:Helvetica Neue,Helvetica,Arial,sans-serif; font-size:13px">
<div dir="ltr">Hi Scott,</div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">It looks like the Automation commands are firing again for Starplex after the App was re-downloaded, so I'll close this ticket.  It appears that the App was out of sync with the Scheduler before the iOS update was applied (possibly the iPad was
 offline or the password was changed in the Scheduler), which may have caused the issue.  In the future, please run a diagnostics test via App Settings &gt; Version &gt; 'Run diagnostics' before any update to make sure all connections are secure.</div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">If further support is needed, please respond to this email which will re-open the ticket.</div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">Many thanks</div>
<div dir="ltr">​</div>
<div dir="ltr">Charlotte<br>
<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4277" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4277</a> </div>
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<div class="x_x_freshdesk_quote">
<blockquote class="x_x_freshdesk_quote">On Sat, 6 Feb at 12:41 PM <span class="x_x_separator">
, Greg Cartagena &lt;[email-masked]&gt; wrote:
<div class="x_x_WordSection1">
<div class="x_x_MsoNormal"><span lang="EN-US">Hi All,</span></div>
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<div class="x_x_MsoNormal"><span lang="EN-US">In addition, I have included the following steps for Automation stage in the iPad set up FYI.
</span></div>
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<div class="x_x_MsoNormal"><span lang="EN-US"></span></div>
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<div class="x_x_MsoNormal" style="background:white"><span style='font-size:10.0pt; font-family:"Tahoma",sans-serif; color:#212121'>Kind Regards,</span></div>
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<div class="x_x_MsoNormal" style="background:white"><span style='font-size:10.0pt; font-family:"Tahoma",sans-serif; color:#212121'>Greg</span></div>
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<div class="x_x_MsoNormal" style="background:white"><span style='font-size:10.0pt; font-family:"Tahoma",sans-serif; color:#212121'>Greg Cartagena | Virtual AV Support Specialist<br>
Les Mills Asia Pacific | <a href="http://www.lesmills.com.au" rel="noreferrer"><span style="color:purple">www.lesmills.com.au</span></a> </span></div>
<div></div>
<div></div>
<div class="x_x_MsoNormal" style="background:white"><span style='font-size:10.0pt; font-family:"Tahoma",sans-serif; color:#212121'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span></div>
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<div></div>
<div class="x_x_MsoNormal">
<span style='font-size:10.0pt; font-family:"Tahoma",sans-serif; color:#212121'>Tel
</span><span style='font-size:10.0pt; font-family:"Tahoma",sans-serif; color:black'>+61 455 508 248
</span><span style='font-size:10.0pt; font-family:"Tahoma",sans-serif; color:#212121'>| Email
<a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a></span>
</div>
<div></div>
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<b><span style='font-size:8.0pt; font-family:"Tahoma",sans-serif; color:black'>Les Mills Virtual Support </span></b><b><span style='font-size:8.0pt; font-family:"Tahoma",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/36000117739" rel="noreferrer"><span style="color:#0563C1">link
 to our FAQ's</span></a></span></b> </div>
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<div class="x_x_MsoNormal"><b><span style='font-size:8.0pt; font-family:"Tahoma",sans-serif'>Virtual Video Guide Link:
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<div class="x_x_MsoNormal" style="background:white"><span style='font-size:8.0pt; font-family:"Tahoma",sans-serif; color:#212121'><a href="https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow" rel="noreferrer"><span style="color:#0563C1">https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow</span></a></span></div>
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<div class="x_x_MsoNormal" style="background:white"><b><span style='font-size:8.0pt; font-family:"Tahoma",sans-serif; color:#212121'>Les Mills Virtual App - Troubleshooting Link:</span></b></div>
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<div></div>
<div class="x_x_MsoNormal" style="background:white"><span style='font-size:8.0pt; font-family:"Tahoma",sans-serif; color:#212121'><a href="https://www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s" rel="noreferrer"><span style="color:#0563C1">https://www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s</span></a></span></div>
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<div class="x_x_MsoNormal" style="background:white"><span style='font-size:10.0pt; font-family:"Tahoma",sans-serif; color:#212121'>AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm
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<div>From: <span style="font-size:12.0pt; color:black">Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Date: </b>Saturday, 6 February 2021 at 9:36 AM<br>
<b>To: </b>Paul Smith &lt;[email-masked]&gt;, Les Mills International &lt;[email-masked]&gt;, Scott Lambert &lt;[email-masked]&gt;<br>
<b>Cc: </b>"[email-masked]" &lt;[email-masked]&gt;, "[email-masked]" &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Issues with Les Mills Virtual App Automation</span> </div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Hi All,</span></div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>If time is of the essence. I suggest that the User follows the steps below provided by Charlotte and next follow the step by step instructions as per the “Setting Up Les
 Mills Virtual” guide in the file attachment to save time. Allison has been using the virtual scheduler and has her admin password she can reuse and Paul can confirm the IP address and specific IT network details for settings required to be inserted in identified
 locations within the Automation set up. </span></div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Content Downloads can happen ASAP over the weekend and could be back operational as soon as Monday if all goes well. We can get back in touch then to follow up</span></div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Here are the steps:</span></div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>1. Login to the Virtual Scheduler via chrome</span></div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>2. Go to settings &gt; Manage Devices </span></div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>3. Click ‘remove device’ next to the device you want to remove and click save</span></div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>4. Delete the App from the iPad</span></div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>5. Re-download the App from the App Store and login with the username and password.</span></div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>I will follow up on Monday to see how it all went.
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<div class="x_x_MsoNormal" style="background:white"><span style='font-size:10.0pt; font-family:"Tahoma",sans-serif; color:#212121'>Kind Regards,</span></div>
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<div class="x_x_MsoNormal" style="background:white"><span style='font-size:10.0pt; font-family:"Tahoma",sans-serif; color:#212121'>Greg</span></div>
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<div class="x_x_MsoNormal" style="background:white"><span style='font-size:10.0pt; font-family:"Tahoma",sans-serif; color:#212121'>Greg Cartagena | Virtual AV Support Specialist<br>
Les Mills Asia Pacific | <a href="http://www.lesmills.com.au" rel="noreferrer"><span style="color:purple">www.lesmills.com.au</span></a> </span></div>
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<div class="x_x_MsoNormal" style="background:white"><span style='font-size:10.0pt; font-family:"Tahoma",sans-serif; color:#212121'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span></div>
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<span style='font-size:10.0pt; font-family:"Tahoma",sans-serif; color:#212121'>Tel
</span><span style='font-size:10.0pt; font-family:"Tahoma",sans-serif; color:black'>+61 455 508 248
</span><span style='font-size:10.0pt; font-family:"Tahoma",sans-serif; color:#212121'>| Email
<a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a></span>
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<b><span style='font-size:8.0pt; font-family:"Tahoma",sans-serif; color:black'>Les Mills Virtual Support </span></b><b><span style='font-size:8.0pt; font-family:"Tahoma",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/36000117739" rel="noreferrer"><span style="color:#0563C1">link
 to our FAQ's</span></a></span></b> </div>
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<div class="x_x_MsoNormal" style="background:white"><b><span style='font-size:8.0pt; font-family:"Tahoma",sans-serif; color:#212121'>Les Mills Virtual App - Troubleshooting Link:</span></b></div>
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<div class="x_x_MsoNormal" style="background:white"><span style='font-size:10.0pt; font-family:"Tahoma",sans-serif; color:#212121'>AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm
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<b><span style="font-size:12.0pt; color:black">From: </span>
</b><span style="font-size:12.0pt; color:black">Paul Smith &lt;[email-masked]&gt;<br>
<b>Date: </b>Saturday, 6 February 2021 at 8:04 AM<br>
<b>To: </b>Les Mills International &lt;[email-masked]&gt;, Scott Lambert &lt;[email-masked]&gt;<br>
<b>Cc: </b>"[email-masked]" &lt;[email-masked]&gt;, Greg Cartagena &lt;[email-masked]&gt;, "[email-masked]" &lt;[email-masked]&gt;, Scott Lambert &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Issues with Les Mills Virtual App Automation</span> </div>
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<div class="x_x_MsoNormal" style="background:white"><span style="color:black">Thanks charlotte however I will let Greg liaise with the site for that process. I understand this would be a last resort action given the content that would need to be downloaded.
  From an AV support perspective I have eliminated any network connection issues. </span></div>
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<div class="x_x_MsoNormal">Director (Vic)</div>
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<div class="x_x_MsoNormal">TEL: 0410 587 544</div>
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<div class="x_x_MsoNormal">(Sent from iPhone)</div>
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<b><span style="color:black">From:</span></b><span style="color:black"> Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Saturday, February 6, 2021 7:20:43 AM<br>
<b>To:</b> [email-masked] &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked] &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;; Paul Smith &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Issues with Les Mills Virtual App Automation</span> </div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Hi Paul,</span></div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>We’ve raised the issue with the development team, as an additional troubleshooting step Starplex can try deleting the App and re-downloading the content. This will remove
 all the Automation settings, so is best completed when the IT technician is on site and there’s a break in scheduled classes so the content has time to download.</span></div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>1. Login to the Virtual Scheduler via chrome</span></div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>2. Go to settings &gt; Manage Devices </span></div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>3. Click ‘remove device’ next to the device you want to remove and click save</span></div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>5. Re-download the App from the App Store and login with the username and password.</span></div>
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<div class="x_x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>We’ll be in touch once we’ve investigated the cause of the error messages.</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4277" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4277</a></span></div>
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<span style='font-size:1.0pt; font-family:"fdtktid",serif; color:white'>4277:859387</span><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>
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