Subject: Ticket re-opened - [#4290] Breathe Hervey Bay
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 16 Feb 2021 04:01:55 +0000 (UTC)

Hi Pritish Nandi,  Ticket “#4290 – Breathe Hervey Bay ” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4290 to view the ticket.  Ticket comment   
 Hi Julie, 

  

 We have tried all we can do in troubleshooting, without taking up more of your valued time in getting the LMV App to play with automation control and back operating consistently. Please refer to the instructions in the
 email from Pritish and follow in a step by step process in the order of the instructions provided.

 

 
 Use your account and login details. I have included the iPad Pro Tablet set up instructions as a further reference guide.

 

 
 It makes sense to wait until todays virtual program class schedule has completed before you start the App removal and restoration process and your content package can be downloading overnight.   

  

 Please let us know how it goes. 

  

 
 Kind Regards, 

  

 Greg 

  

 Greg Cartagena | Virtual AV Support Specialist 
Les Mills Asia Pacific | www.lesmills.com.au  

 PO Box 3998 Manuka ACT 2603 AUSTRALIA 

 
Tel
+61 455 508 248
| Email
[email-masked]

 

 
 
Les Mills Virtual Support link
 to our FAQ's

 
 Virtual Video Guide Link:

 
 https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow 

 Les Mills Virtual App - Troubleshooting Link: 

 https://www.youtube.com/watch?v=9SnShjgWAhE&list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&index=6&t=16s 

  

 AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm

 

 

  

 
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: Les Mills International <[email-masked]> 
Reply-To: Les Mills International <[email-masked]> 
Date: Monday, 15 February 2021 at 12:27 AM 
To: Greg Cartagena <[email-masked]> 
Cc: "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, Greg Cartagena <[email-masked]>, "[email-masked]" <[email-masked]> 
Subject: Re: Breathe Hervey Bay

 

 

 

 
 Hi Julie, 

 
 
 ​ 

 
 
 Thank you for your emails. Please accept our sincere apologies for the delay in replying.  

 
 
 ​ 

 
 
 Could you please try the following steps to remove the device from the scheduler and also remove the app and reinstall it to redownload the content? 

 
 
 ​ 

 
 
 Of course, you can do this when there’s a break in classes so the content has time to download. 

 
 
 ​ 

 
 
 The issue will resolve itself when the app is downloaded again.  

 
 
 ​ 

 

Steps Remove the device from Scheduler:

 

  

 
 
 1. Log into the Virtual scheduler tool via your desktop at
www.lesmillsvirtual.com with your Virtual username and password. 
2. Click on the Settings icon and select 'Manage Devices' . 
3. To the right you will see options to ‘REMOVE DEVICE’. Click on the option that corresponds to the device you would like to remove. 
4. Click the Green button: 'SAVE' to process the device unlinking. 

 

 

 

 

 
Steps to remove the app from the iPad:

 

  

 
 
 Touch and hold an app you want to delete to open a quick actions menu, then tap Delete App. 

 

   

 
 Once deleted, please visit the App Store to re-download the Les Mills Virtual App. Once re-downloaded please relaunch the app and login using your virtual username and password.  

 

   

 
 Now the content would start to download again.  

 

   

 
 Do let us know how it goes.  

 

   

 
 Best Regards, 

 
 
 Pritish  

 
 
 Customer Services 

 
 
 Les Mills Virtual App 

 

 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4290 

 

  

 

  

 

 
On Sun, 14 Feb at 5:43 PM
, Ian and Julie Deakin <[email-masked]> wrote:

 

 

 

 Hello Oleisia, 

 

 

 
 Could someone please call me in regards to this as the IOS update has happened but the Les Mills update hasn’t.  The iPad isn’t activating the proctor as it hasn’t connected to
 PJ link. 

 

 

 

 

 
Kindest Regards

 

 
Julie Deakin

 

 
Club Owner

 

 
0413 049 489

 

   

 

 

 

Locally owned and operated since 1979

 

 

 

 
 
184 Dayman Street, Urangan, QLD 4655

 

 

 

 

 

 

 

 

 

 

 

 
 
Les Mills Group Fitness                    - Les Mills Virtual Classes 

Heated Pool                                         - Ladies Only Gym 

Tennis/Squash                                    - Free Exercise Programs 

Kid’s Club                                              - Body Composition Analysis 

Circuit Classes                                    - Boxing Classes 

Personal Training 

 

 

   

 

184 Dayman Street, Urangan, QLD 4655

 

 

 

 

 

 

 

 

 

   

 

 

 

 

 

 
From: Les Mills International <[email-masked]>
 
Sent: Friday, 12 February 2021 8:39 PM 
To: [email-masked] 
Cc: [email-masked]; [email-masked] 
Subject: Re: Breathe Hervey Bay

 

 

 

 

 Hi Julie, 

 

 

 

 
 
 We received an email on your behalf from Greg Cartagena. 

 

 

 

 
 
 We checked our internal data and could not find any problems or errors that could affect the playback of the Virtual system. Could you please provide us with more information about
 what kind of issue you are facing. Photos or a short video will be very helpful. 

 

 

 

 
 
 We look forward to hearing from you. 

 

 

 

 
 
 Kind regards, 
Oleisia 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4290 

 

 
 
 On Fri, 12 Feb at 11:04 PM
, Greg Cartagena <[email-masked]> wrote:

 

 
 
Hi,

 

 

 

 

 

 
Thank you for your email. I am out of office and unavailable at this time returning on the 15th Feb. I will have limited access to emails, but will get back to
 you in due course. 

 

 

   

 

 
 
If you have a technical issue with your Les Mills Virtual App platform please email
[email-masked]. Please specify the date and time of the instance and describe what you experienced so they can investigate and help resolve the issue.

 

 

   

 

 
 
Kind Regards,

 

 

 

 

 

 
 
Greg

 

 

 

 

 

 
 
Greg Cartagena | Virtual AV Support Specialist 
Les Mills Asia Pacific | www.lesmills.com.au 

 

 

 
PO Box 3998 Manuka ACT 2603 AUSTRALIA

 

 

 
Tel
+61 455 508 248
| Email
[email-masked]

 

 

 

 

 

 
 
AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm 

 

 

   

 

 
 
Les Mills Virtual Support link
 to our FAQ's

 

 

 
Virtual Video Guide Link: 

 

 

 
https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow

 

 

 

 

 

 
 
AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm 

 

 

 

 

 

 

 

 

 

 

 

 

 

 
 
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.  

 

 

 

 

 

 

 

 

 

 
4290:859387

 

 

 

 
4290:859387

 

  

Attachments :
1. LES MILLS Virtual setup guide (Sept 2019).pdf