Subject: Ticket re-opened - [#4290] Breathe Hervey Bay
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 16 Feb 2021 08:46:22 +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 Charlotte, 

  

 Thanks for the heads up, that is our plan for tomorrow. 

  

 Kindest  regards 

 Julie 

  

  

    

 From: Les Mills International <[email-masked]>  Sent: Tuesday, 16 February 2021 5:45 PM To: [email-masked] Cc: [email-masked]; [email-masked]; [email-masked] Subject: Re: Breathe Hervey Bay

 

 

 
 Hi Julie, 

 
 
 ​ 

 
 
 Just thought I'd jump in here. The App will download a mix of programs, so within an hour of logging back in there should be something for it to play from each program provided your network connection is good.  It's fine to play classes while content is downloading too.  Please make sure the App stays open while the content downloads. 

 
 
 ​ 

 
 
 Looking at your schedule, the best time to re-download the App would be at 11.15am when there's a break in classes of a few hours. Otherwise, overnight would also be good. 

 

   

 
 Let us know how you get on. 

 

   

 
 Thanks 

 

   

 
 Charlotte 

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

 

   

  
 
On Tue, 16 Feb at 6:35 PM , Les Mills International <[email-masked]> wrote: 

 

 ​Hello Julie, 

 
 
 ​ 

 
 
 Thank you for your questions.  

 
 
 ​ 

 
 
 The download time is dependent on the speed of the internet and also the quantity of the downloads. So there is no fix timeframe that we can advise you on.  

 

   

 
 However, you can follow the link below to know how you could optimize your downloads better and faster. (If this is not being done already) 

 

   

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

 

   

 
 In regards, to playing classes, you can play classes manually via admin mode by selecting the downloads which are completed. If you are scheduling random classes then we recommend waiting till all the download has finished. If the class is scheduled however not downloaded then it would not play. 

 

   

 
 I hope that answers your questions. Please do not hesitate to reply back if you need further assistance.  

 

   

 
 Best Regards, Pritish Customer Services Les Mills Virtual App 

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

 

   

  
 
On Tue, 16 Feb at 5:31 PM , Greg Cartagena <[email-masked]> wrote: 

 

 Hi LMi support, 

 

 

 
 
Can you pick up with Julie on this question? Thanks

 

   

 

 

 

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: "[email-masked]" <[email-masked]> Date: Tuesday, 16 February 2021 at 2:27 PM To: Greg Cartagena <[email-masked]>, 'Les Mills International' <[email-masked]> Cc: "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]> Subject: RE: Breathe Hervey Bay 

 

   

  
 
 Hello Greg, 

 

 

 
 Thank you for coming back to us with a solution, even though it means deleting the app and reinstalling.  Both Nathan or myself won’t be able to do this today but will schedule it in for tomorrow. 

 

 

 
 Approximately how long do you think the downloads will take (I know different NBN speeds take different times)?  Also while the classes are being downloaded can other classes run? 

 

 

 

Kindest Regards

 

 
Julie Deakin

 

 0413 049 489 

 

   

 

From: Greg Cartagena <[email-masked]>  Sent: Tuesday, 16 February 2021 2:02 PM To: [email-masked]; Les Mills International <[email-masked]> Cc: [email-masked]; [email-masked] Subject: Re: Breathe Hervey Bay 

 

   

 

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 

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184 Dayman Street, Urangan, QLD 4655

 

 

 

  

 

  

 

  

 

   

  

 

  

 

  

 
4290:859387 

 

  

  

4290:859387