Subject: New Reply Received - 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,  The customer has responded to the ticket.  Breathe Hervey Bay   Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span lang="EN-US">Hi Julie,</span></div>
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<div class="MsoNormal"><span lang="EN-US">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.
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<div class="MsoNormal"><span lang="EN-US">Use your account and login details. I have included the iPad Pro Tablet set up instructions as a further reference guide.
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<div class="MsoNormal"><span lang="EN-US">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.  </span></div>
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<div class="MsoNormal"><span lang="EN-US">Please let us know how it goes.</span></div>
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<div class="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="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="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="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>
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<div class="MsoNormal"><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif'>Virtual Video Guide Link:
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<div class="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="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="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="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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<u><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#999999;background:#FDFDFD'>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.  </span></u><u><span style="font-size:12.0pt;color:black;background:white"></span></u>
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<div>From: <span style="font-size:12.0pt;color:black">Les Mills International &lt;[email-masked]&gt;<br>
<b>Reply-To: </b>Les Mills International &lt;[email-masked]&gt;<br>
<b>Date: </b>Monday, 15 February 2021 at 12:27 AM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Cc: </b>"[email-masked]" &lt;[email-masked]&gt;, "[email-masked]" &lt;[email-masked]&gt;, Greg Cartagena &lt;[email-masked]&gt;, "[email-masked]" &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Breathe Hervey Bay</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Julie,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thank you for your emails. Please accept our sincere apologies for the delay in replying. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Of course, you can do this when there’s a break in classes so the content has time to download.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>The issue will resolve itself when the app is downloaded again. </span></div>
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<strong><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Steps Remove the device from Scheduler:</span></strong><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>1. Log into the Virtual scheduler tool via your desktop at
<a href="http://www.lesmillsvirtual.com" rel="noreferrer">www.lesmillsvirtual.com</a> with your Virtual username and password.<br>
2. Click on the Settings icon and select 'Manage Devices' .<br>
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.<br>
4. Click the Green button: 'SAVE' to process the device unlinking.</span></div>
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<strong><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Steps to remove the app from the iPad:</span></strong><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Touch and hold an app you want to delete to open a quick actions menu, then tap Delete App.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Now the content would start to download again. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Do let us know how it goes. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Best Regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Pritish </span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4290" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4290</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Sun, 14 Feb at 5:43 PM
<span class="separator">, Ian and Julie Deakin &lt;[email-masked]&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.</span></div>
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<span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'>Kindest Regards</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<i><span style='font-size:18.0pt;font-family:"Bradley Hand ITC",serif;color:black'>Julie Deakin</span></i><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<i><span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'>0413 049 489</span></i><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<b><i><u><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Locally owned and operated since 1979</span></u></i></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<b><u><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>184 Dayman Street, Urangan, QLD 4655</span></u></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Friday, 12 February 2021 8:39 PM<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> [email-masked]; [email-masked]<br>
<b>Subject:</b> Re: Breathe Hervey Bay</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Julie,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>We received an email on your behalf from Greg Cartagena.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Kind regards,<br>
Oleisia<br>
Customer Services<br>
Les Mills Virtual App<br>
<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4290" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4290</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Fri, 12 Feb at 11:04 PM
<span class="separator">, Greg Cartagena &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span class="s1"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi,</span></span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span class="s1"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.</span></span><span class="apple-converted-space"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<span class="s1"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>If you have a technical issue with your Les Mills Virtual App platform please email
<a href="mailto:[email-masked]" rel="noreferrer"><span class="s2">[email-masked]</span></a>. Please specify the date and time of the instance and describe what you experienced so they can investigate and help resolve the issue.</span></span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<span class="s1"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Kind Regards,</span></span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<span class="s1"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Greg</span></span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<span class="s1"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Greg Cartagena | Virtual AV Support Specialist</span></span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><br>
<span class="s1">Les Mills Asia Pacific | <a href="http://www.lesmills.com.au/" rel="noreferrer"><span class="s4">www.lesmills.com.au</span></a> </span>
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<span class="s1"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span></span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<span class="s1"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm</span></span><span class="apple-converted-space"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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Attachments :
1. <a href='http://lesmillsvirtualapp.freshdesk.com/helpdesk/attachments/36085557896'>LES MILLS Virtual setup guide (Sept 2019).pdf</a>
  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4290