Subject: New Reply Received - Breathe Hervey Bay - Report a disconnect from the internet
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 21 Apr 2021 07:41:47 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Breathe Hervey Bay - Report a disconnect from the internet   Ticket comment <div class="WordSection1">
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<div class="MsoNormal"><span lang="EN-US">Hi Nathan,</span></div>
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<div class="MsoNormal">Sorry wrong email address. Hope this works…</div>
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<div class="MsoNormal"><span lang="EN-US">Thanks for helping out with the iPad Les Mills App settings and process set out in the email trail from Pritish from LMI support.
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<div class="MsoNormal"><span lang="EN-US">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..
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<div class="MsoNormal"><span lang="EN-US">Many thanks…</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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<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
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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: Monday – Friday 9:00am – 5:00pm
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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>Wednesday, 21 April 2021 at 4:05 PM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Cc: </b>"[email-masked]" &lt;[email-masked]&gt;, Kathryn Tighe &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Breathe Hervey Bay - Report a disconnect from the internet</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Greg,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thank you for raising a support ticket. </span></div>
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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"'>Is it possible for you to share a picture of the error message? </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​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. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Could you please run a diagnostics test and advise us on the results. You can follow the instructions below:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>a. Unlock the padlock to the top right of App<br>
b. Navigate to 'Version' &gt; click on 'Run Diagnostics Test'<br>
c. The test will start automatically.<br>
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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. </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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<div class="MsoNormal"><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/4487" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4487</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Wed, 21 Apr at 6:31 PM
<span class="separator">, Greg Cartagena &lt;[email-masked]&gt; wrote: </span></span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-family:"Helvetica Neue"'>Hi LMI support,</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-family:"Helvetica Neue"'>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.
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<div class="MsoNormal"><span lang="EN-US" style='font-family:"Helvetica Neue"'>She had to leave site and one photo is not clear. I had asked to share the internet disconnect message..</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-family:"Helvetica Neue"'>Can you kindly reply directly to Julie directly and advise on a solution?</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-family:"Helvetica Neue"'>Many Thanks..</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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<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"'>
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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
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4487