Subject: Ticket re-opened - [#4487] Breathe Hervey Bay - Report a disconnect from the internet
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 21 Apr 2021 06:13:30 +0000

Hi Pritish Nandi,  Ticket “#4487 – Breathe Hervey Bay - Report a disconnect from the internet ” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4487 to view the ticket.  Ticket comment   
 Hi Nathan, 

  

 Thanks for helping out with the iPad Les Mills App settings and process set out in the email trail from Pritish from LMI support.

 

 
 Follow the step by step instruction and send back photos via text to my phone of any messages and diagnostic results that come up during the process..

 

 
 Many 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: Monday – Friday 9:00am – 5:00pm

 

 

  

 
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 From: Les Mills International <[email-masked]> 
Reply-To: Les Mills International <[email-masked]> 
Date: Wednesday, 21 April 2021 at 4:05 PM 
To: Greg Cartagena <[email-masked]> 
Cc: "[email-masked]" <[email-masked]>, Kathryn Tighe <[email-masked]> 
Subject: Re: Breathe Hervey Bay - Report a disconnect from the internet

 

 

 

 
 Hi Greg, 

 
 
 ​ 

 
 
 Thank you for raising a support ticket.  

 
 
 ​ 

 
 
 ​@ Hi Julie, 

 
 
 ​ 

 
 
 Is it possible for you to share a picture of the error message?  

 
 
 ​ 

 
 
 ​Looking at the ​backend report I can see that the App has not synchronized with the scheduler for the last 24 hours and also there is no internet connectivity.  

 
 
 ​ 

 
 
 Could you please run a diagnostics test and advise us on the results. You can follow the instructions below: 

 

   

 
 a. Unlock the padlock to the top right of App 
b. Navigate to 'Version' > click on 'Run Diagnostics Test' 
c. The test will start automatically. 
 
Also, it would be worth checking if you are able to browse through the internet on the iPad. You could simply play a youtube video to test it.  

 
 
 ​ 

 
 
 Do let us know how it goes.  

 
 
 ​ 

 
 
 Best Regards, 

 
 
 Pritish 

 
 
 Customer Services 

 
 
 Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4487 

 

  

 

 
 
On Wed, 21 Apr at 6:31 PM
, Greg Cartagena <[email-masked]> wrote: 

 

 Hi LMI support, 

 

 

 
 
I received a call from Julie Deakin and she ways that there are error messages that have come up regarding disconnection from the internet and they have no problems with their network.
 I asked her to send me some photos to forward to you to check out and suggest a solution.

 

 

 

 
She had to leave site and one photo is not clear. I had asked to share the internet disconnect message..

 

   

 

Can you kindly reply directly to Julie directly and advise on a solution?

 

   

 

Many 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: Monday – Friday 9:00am – 5:00pm

 

 

 

 

 

 
 
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.  

 

 

 

 

 

 

 
 
4487:859387