Subject: New Reply Received - Troubleshooting
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 06 Apr 2021 23:01:23 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Troubleshooting  Ticket comment <div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0); background-color: rgb(255, 255, 255)">
OK. In that case, I think it's something we actually have to fix on our end. Churyl didn't mention that to me on the phone yesterday.</div>
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<a id="OWAAM777654" class="_1OtrSZdhKXVv3UhaivrdJ4 mention ms-bgc-nlr ms-fcl-b" href="mailto:[email-masked]" rel="noreferrer">@Gavin Jackson</a> is this one of those situations where we have to increase the number of Virtual studios by 1 in Zenkai? If so, I think that
 deleting and reinstalling the app each time there's an error really won't be a feasible solution. I remember hearing that there are a finite number of Virtual studios we can set up in Zenkai, so increasing this number each time an error occurs means we'll
 eventually hit a wall.</div>
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Perhaps a good point for discussion later. But <a id="OWAAM817402" class="_1OtrSZdhKXVv3UhaivrdJ4 mention ms-bgc-nlr ms-fcl-b" href="mailto:[email-masked]" rel="noreferrer">
@Kate</a>, once Gav gives the nod that this will be a fix, can you increase that number in Zenkai for this club please?</div>
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Thanks</div>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Sent:</b> Wednesday, 7 April 2021 8:53 AM<br>
<b>To:</b> Tyler Adams &lt;[email-masked]&gt;; Churyl Scheppard &lt;[email-masked]&gt;<br>
<b>Cc:</b> Scott Lambert &lt;[email-masked]&gt;; Les Mills International &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Fitness Works 4U
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<span lang="EN-US">Hi Tyler,</span>
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<span lang="EN-US">Churyl said that they did delete and download the app and it started downloading content. Later on when the checked it had stopped downloading content and said something like no studio set up…. Or something like that.</span>
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<span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">Kind Regards,</span>
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<span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">Greg</span>
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<span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">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>
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<span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">PO Box 3998 Manuka ACT 2603 AUSTRALIA</span>
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<span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">Tel
</span><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: black">+61 455 508 248
</span><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">| Email
<a href="mailto:[email-masked]" rel="noreferrer"><span style="color: rgb(5, 99, 193)">[email-masked]</span></a></span>
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<b><span style="font-size: 8pt; 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: rgb(5, 99, 193)">link
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<span style="font-size: 8pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)"><a href="https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow" rel="noreferrer"><span style="color: rgb(5, 99, 193)">https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow</span></a></span>
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<b><span style="font-size: 8pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">Les Mills Virtual App - Troubleshooting Link:</span></b>
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<span style="font-size: 8pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)"><a href="https://www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s" rel="noreferrer"><span style="color: rgb(5, 99, 193)">https://www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s</span></a></span>
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<span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: rgb(33, 33, 33)">AV Support Operating Hours: Monday – Friday 9:00am – 5:00pm
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<b><span style="font-size: 12pt; color: black">From: </span></b><span style="font-size: 12pt; color: black">Tyler Adams &lt;[email-masked]&gt;<br>
<b>Date: </b>Wednesday, 7 April 2021 at 8:39 AM<br>
<b>To: </b>Churyl Scheppard &lt;[email-masked]&gt;<br>
<b>Cc: </b>Scott Lambert &lt;[email-masked]&gt;, Les Mills International &lt;[email-masked]&gt;, Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Fitness Works 4U</span>
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<span style="font-size: 12pt; color: black">Hi Churyl</span>
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<span style="font-size: 12pt; color: black">Did you get this message yesterday? You'll need to give us some more information about the kind of error message you're receiving so that LMI Support can help you out.</span>
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<span style="font-size: 12pt; color: black">A photo from your phone is fine, or you can write out what the message is saying. Also, did you recently delete and reinstall the app?</span>
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<span style="font-size: 12pt; color: black">Thanks<br>
Tyler</span>
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<b><span lang="EN-US" style="font-size: 12pt; font-family: Arial, sans-serif; border: 1pt none windowtext; padding: 0cm; color: black">​</span></b><span style="font-size: 12pt; color: black"></span>
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<b><span lang="EN-US" style="font-size: 8pt; font-family: Arial, sans-serif; border: 1pt none windowtext; padding: 0cm; color: black">Tyler Adams</span></b><span lang="EN-US" style="font-size: 8pt; font-family: Arial, sans-serif; border: 1pt none windowtext; padding: 0cm; color: black"> </span><span lang="EN-US" style="font-size: 8pt; font-family: Arial, sans-serif; border: 1pt none windowtext; padding: 0cm; color: rgb(127, 127, 127)">|
 Business Partnership Manager VIC<br>
Les Mills Asia Pacific</span><span style="font-size: 8pt; font-family: Arial, sans-serif; color: rgb(127, 127, 127); border: 1pt none windowtext; padding: 0cm"> | <a href="mailto:[email-masked]" rel="noreferrer"><span style='font-family:"inherit",serif'>[email-masked]</span></a><br>
PO Box 3998 Manuka ACT 2603 AUSTRALIA<br>
tel  +61 </span><span style="font-size: 8.5pt; font-family: inherit, serif; color: rgb(127, 127, 127); border: 1pt none windowtext; padding: 0cm"> 2 6215 8104 </span><span style="font-size: 8pt; font-family: inherit, serif; color: rgb(127, 127, 127); border: 1pt none windowtext; padding: 0cm">|
 mob 0422 024 315 | <a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer">www.lesmills.com.au</a> </span><span style="font-size: 12pt; color: black"></span>
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<u><span style="font-size: 10pt; font-family: Arial, sans-serif; color: black; background: white">Get your 2021 Workshop Calendar </span></u><b><u><span style="font-size: 10pt; font-family: Arial, sans-serif; color: rgb(12, 100, 192); background: white"><a href="https://www.lesmills.com.au/calendar/AUS-2021" target="_blank" title="https://www.lesmills.com.au/calendar/AUS-2021" rel="noreferrer">here!</a></span></u></b><span style="font-size: 12pt; color: black"></span>
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<b><u><span style="font-size: 10pt; font-family: Arial, sans-serif; color: rgb(12, 100, 192)"><a href="https://www.lesmills.com.au/training/IMT" title="https://www.lesmills.com.au/training/IMT" rel="noreferrer">Check out the latest Instructor Training dates</a></span></u></b><u><span style="font-size: 9pt; font-family: Arial, sans-serif; color: black; background: white"></span></u>
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<u><span style="font-size: 10pt; font-family: Arial, sans-serif; color: rgb(153, 153, 153); background: rgb(253, 253, 253)">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: 9pt; font-family: Arial, sans-serif; color: black; background: white">
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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> Tuesday, 6 April 2021 3:55 PM<br>
<b>To:</b> Tyler Adams &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked] &lt;[email-masked]&gt;; Scott Lambert &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Fitness Works 4U</span> </div>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Hi Tyler,</span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Thank you for raising a support ticket. </span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>@ Hi Churyl,</span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Could you please let us know if you are seeing any error messages on the Virtual App? If yes, could you please send a photo of the error?</span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Looking at the backend I can see that you have received a "No Studio Error". Could you please also let us know if the app was recently deleted and then reinstalled?</span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Looking forward to your reply.</span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Best Regards,</span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Pritish Nandi</span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Customer Services </span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4442" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4442</a></span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>On Tue, 6 Apr at 6:11 PM
<span class="x_xseparator">, Tyler Adams &lt;[email-masked]&gt; wrote: </span></span><span class="x_xseparator"></span>
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<span style="font-size: 12pt; color: black">Hi Support Team</span><span style="font-size: 12pt; color: black"></span>
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<span style="font-size: 12pt; color: black">Churyl from Fitness Works 4U in Darwin (CID 242613) has reported issues with the player. She has restarted the system and it doesn't seem to be resolving the issues. Are you able to take a look into the player's
 logs and see what the problem might be?<br>
<br>
Thanks for your urgent attention on this.</span>
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<span style="font-size: 12pt; color: black">Tyler</span>
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<b><span lang="EN-US" style="font-size: 8pt; font-family: Arial, sans-serif; border: 1pt none windowtext; padding: 0cm; color: black">Tyler Adams</span></b><span lang="EN-US" style="font-size: 8pt; font-family: Arial, sans-serif; border: 1pt none windowtext; padding: 0cm; color: black"> </span><span lang="EN-US" style="font-size: 8pt; font-family: Arial, sans-serif; border: 1pt none windowtext; padding: 0cm; color: rgb(127, 127, 127)">|
 Business Partnership Manager VIC<br>
Les Mills Asia Pacific</span><span style="font-size: 8pt; font-family: Arial, sans-serif; color: rgb(127, 127, 127); border: 1pt none windowtext; padding: 0cm"> | <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
PO Box 3998 Manuka ACT 2603 AUSTRALIA<br>
tel  +61 </span><span style="font-size: 8.5pt; font-family: inherit, serif; color: rgb(127, 127, 127); border: 1pt none windowtext; padding: 0cm"> 2 6215 8104 </span><span style="font-size: 8pt; font-family: inherit, serif; color: rgb(127, 127, 127); border: 1pt none windowtext; padding: 0cm">|
 mob 0422 024 315 | <a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer">www.lesmills.com.au</a> </span><span style="font-size: 12pt; color: black">
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<u><span style="font-size: 12pt; font-family: Arial, sans-serif; color: black; background: white">Get your 2021 Workshop Calendar </span></u><b><u><span style="font-size: 12pt; font-family: Arial, sans-serif; color: rgb(12, 100, 192); background: white"><a href="https://www.lesmills.com.au/calendar/AUS-2021" target="_blank" title="https://www.lesmills.com.au/calendar/AUS-2021" rel="noreferrer">here!</a></span></u></b><span style="font-size: 12pt; color: black">
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<b><u><span style='font-size: 10pt; font-family: "Helvetica Neue"; color: rgb(12, 100, 192)'><a href="https://www.lesmills.com.au/training/IMT" title="https://www.lesmills.com.au/training/IMT" rel="noreferrer">Check out the latest Instructor Training dates</a></span></u></b><u><span style="font-size: 9pt; font-family: Arial, sans-serif; color: black; background: white"></span></u>
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<b><span style='font-family: "Helvetica Neue"; color: black'>From:</span></b><span style='font-family: "Helvetica Neue"; color: black'> Churyl Scheppard &lt;[email-masked]&gt;<br>
<b>Sent:</b> Tuesday, 6 April 2021 3:08 PM<br>
<b>To:</b> Tyler Adams &lt;[email-masked]&gt;<br>
<b>Subject:</b> IMG_1761.HEIC</span><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4441