Subject: New Reply Received - Cotton On - Reported - LMV App Tablet Screen Froze
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 23 Feb 2021 00:12:58 +0000 (UTC)

Hi Pritish Nandi,  The customer has responded to the ticket.  Cotton On - Reported - LMV App Tablet Screen Froze   Ticket comment <div class="WordSection1">
<div class="MsoNormal"><a rel="noreferrer"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>Hi Pritish and Greg,
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>Thank you for the below.</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>I have added the team on the email the email and will reach out if we have any questions.
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>Thanks<br>
Dan</span></div>
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<b><span lang="EN-GB" style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:black;text-transform:uppercase;letter-spacing:-.2pt'>DANIEL FEERY  • 
</span></b><span lang="EN-SG" style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:black;text-transform:uppercase;letter-spacing:-.2pt'>PROJECT MANAGER </span><span lang="EN-SG" style="color:black"></span>
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<b><span lang="EN-SG" style='font-size:9.0pt;font-family:"Calibri",sans-serif;color:black;text-transform:uppercase;letter-spacing:-.2pt'>M</span></b><span lang="EN-SG" style='font-size:9.0pt;font-family:"Calibri",sans-serif;color:#7F7F7F;text-transform:uppercase;letter-spacing:-.2pt'> +61
 457 303 639  </span><b><span lang="EN-SG" style='font-size:9.0pt;font-family:"Calibri",sans-serif;color:black;text-transform:uppercase;letter-spacing:-.2pt'>W</span></b><span lang="EN-SG" style='font-size:9.0pt;font-family:"Calibri",sans-serif;color:black'> </span><a href="http://www.cottonon.com/" rel="noreferrer"><span lang="EN-SG" style='font-size:9.0pt;font-family:"Calibri",sans-serif;color:gray;text-transform:uppercase;letter-spacing:-.2pt'>COTTONON.COM</span></a><span lang="EN-SG" style='font-size:9.0pt;font-family:"Calibri",sans-serif;color:black'></span>
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<div class="MsoNormal" style="text-autospace:none"><span lang="EN-GB" style='font-size:9.0pt;font-family:"Calibri",sans-serif;color:#7B7B7B;text-transform:uppercase;letter-spacing:-.2pt'>14 Shepherd court, North geelong vic 3215 Australia</span></div>
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<div>From:<span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'> Les Mills International [mailto:[email-masked]]
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<b>Sent:</b> Monday, 22 February 2021 8:40 PM<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> Daniel Feery &lt;[email-masked]&gt;; [email-masked]<br>
<b>Subject:</b> Re: Cotton On - Reported - LMV App Tablet Screen Froze</span>
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<span class="pfptpreheader1"><span style="font-size:1.0pt;color:white">Hi Greg, ​ ​One more thing which I missed in the previous reply. ​ The club should also update the Les Mills App to the latest version which is ​1.14.1. ​
<a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084198-how-do-i-upgrade-to-the-latest-version-" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084198-how-do-i-upgrade-to-the-latest-version-</a>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Hi Greg,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>​One more thing which I missed in the previous reply. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>The club should also update the Les Mills App to the latest version which is ​1.14.1.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'><a href="https://urldefense.com/v3/__https:/lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084198-how-do-i-upgrade-to-the-latest-version-__;!!N1imoVSZ!SET6pwKr0Wh_K0nsenlXn0oErxIXlQQsjrRifKC9HriBaLX9_ejQ5c8sVu4C3wQ_M3E_rg%24" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084198-how-do-i-upgrade-to-the-latest-version-</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Hopefully, this will resolve any issues. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Do let us know if you need assistance with anything else. We will leave this ticket open for the next couple of days.<br>
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Best Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://urldefense.com/v3/__https:/lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4310__;!!N1imoVSZ!SET6pwKr0Wh_K0nsenlXn0oErxIXlQQsjrRifKC9HriBaLX9_ejQ5c8sVu4C3wSjOrp4OQ%24" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4310</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>On Mon, 22 Feb at 8:28 PM
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Hi Greg,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Thank you for raising this support ticket. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>We have checked the backend and unable to find any specific error messages or issues with the app. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>We only can think that this might have been a temp issue. Could the club please check if no other apps are running in the background other than Les Mills? </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Also, we do see that iPad OS is not up to date so we will request the club to update the iPad OS. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>​In case this happens again, they can quickly force close the app and relaunch it. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'><a href="https://urldefense.com/v3/__https:/lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000154214-how-to-force-close-the-app__;!!N1imoVSZ!SET6pwKr0Wh_K0nsenlXn0oErxIXlQQsjrRifKC9HriBaLX9_ejQ5c8sVu4C3wSDD1zZPA%24" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000154214-how-to-force-close-the-app</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Do let us know if you need assistance with anything else. We will leave this ticket open for the next couple of days. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Best Regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Pritish</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Les Mills Virtual App<br>
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Ticket: <a href="https://urldefense.com/v3/__https:/lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4310__;!!N1imoVSZ!SET6pwKr0Wh_K0nsenlXn0oErxIXlQQsjrRifKC9HriBaLX9_ejQ5c8sVu4C3wSjOrp4OQ%24" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4310</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>On Mon, 22 Feb at 3:27 PM
<span class="separator">, Greg Cartagena &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span lang="EN-US" style='font-size:11.0pt;font-family:"Helvetica Neue",serif'>Hi LMI Support Team,</span></div>
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<span lang="EN-US" style='font-size:11.0pt;font-family:"Helvetica Neue",serif'>Daniel from Cotton On contacted us to report an issue that occurred today where the iPad screen froze. To resolve the frozen screen, they powered the iPad Off/On
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<span lang="EN-US" style='font-size:11.0pt;font-family:"Helvetica Neue",serif'>Dan has requested that LMI support look into any errors that may have occurred and investigate the cause and report back. Please also offer the best practice
 recovery process, so their team can know what to do in case this occurs again in future.
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<span lang="EN-US" style='font-size:11.0pt;font-family:"Helvetica Neue",serif'>Please get back to Dan ASAP. Thanks…</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'></span>
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<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="https://urldefense.com/v3/__http:/www.lesmills.com.au__;!!N1imoVSZ!SET6pwKr0Wh_K0nsenlXn0oErxIXlQQsjrRifKC9HriBaLX9_ejQ5c8sVu4C3wR-F0TuIw%24" rel="noreferrer"><span style="color:purple">www.lesmills.com.au</span></a> </span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'></span>
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</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><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>
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<b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Les Mills Virtual App - Troubleshooting Link:</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'><a href="https://urldefense.com/v3/__https:/www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s__;!!N1imoVSZ!SET6pwKr0Wh_K0nsenlXn0oErxIXlQQsjrRifKC9HriBaLX9_ejQ5c8sVu4C3wTamY7O6w%24" 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><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'></span>
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<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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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>4310:859387</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4310