Subject: New Reply Received - Aquiline Boxhill - iPad Frozen screen report
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 27 Apr 2021 01:56:10 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Aquiline Boxhill  - iPad Frozen screen report  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 Tyler, after working with Paul we got the iPad unfrozen and working fine, it has not been offline for
 10 days. I have updated the LM version today (was under the understanding it was automated). There are no issues with the diagnostic test.</span></a></div>
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We had to cancel 2 classes due to it being frozen.</span></div>
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<div class="MsoNormal" style="margin-top:4.5pt"><b><span style='font-size:11.5pt;font-family:"Verdana",sans-serif;color:#0090DD'>Ashley Myers</span></b></div>
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<span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#666666'>Health and Fitness Manager<br>
Aqualink Box Hill</span>
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<span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#666666'>Email:
</span><a href="mailto:[email-masked]" rel="noreferrer"><b><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'>[email-masked]</span></b></a><span style='font-family:"Verdana",sans-serif;color:#666666'></span>
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<b><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#666666'>Whitehorse City Council</span></b><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:#666666'><br>
Aqualink Box Hill, Surrey Drive, Box Hill<br>
Ph: (03) 9843 2900 </span>
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<a href="http://www.whitehorse.vic.gov.au/" rel="noreferrer"><b><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:white'>www.whitehorse.vic.gov.au</span></b></a><b><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:white'>
  |  </span></b><a href="http://www.aqualink.com.au/" rel="noreferrer"><b><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:white'>www.aqualink.com.au</span></b></a><span style='font-size:10.0pt;font-family:"Verdana",sans-serif;color:white'></span>
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</span><span style='font-size:8.0pt;font-family:"Verdana",sans-serif;color:#666666'>Please consider the environment before printing this email</span><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'></span>
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<div>From:<span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'> Tyler Adams [mailto:[email-masked]]
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<b>Sent:</b> Tuesday, 27 April 2021 9:50 AM<br>
<b>To:</b> Ashley Myers &lt;[email-masked]&gt;<br>
<b>Cc:</b> Greg Cartagena &lt;[email-masked]&gt;; [email-masked]; Les Mills International &lt;[email-masked]&gt;<br>
<b>Subject:</b> Fw: Aquiline Boxhill - iPad Frozen screen report</span>
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<div class="MsoNormal" style="background:white"><span style='font-family:"Calibri",sans-serif;color:black'>Hey Ash</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-family:"Calibri",sans-serif;color:black'>I apologise, I'm not across exactly what's been going on after a week out visiting clubs in Melbourne. LMI Virtual support are asking for you to reconnect
 the Virtual Player so that we can diagnose what the issue is. Are you able to follow the instructions in the email below and get back to us with the information requested?</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-family:"Calibri",sans-serif;color:black'>Let us know if you have any questions.</span></div>
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<b><span lang="EN-US" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black;border:none windowtext 1.0pt;padding:0cm'>Tyler Adams</span></b><span lang="EN-US" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black;border:none windowtext 1.0pt;padding:0cm'> </span><span lang="EN-US" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F;border:none windowtext 1.0pt;padding:0cm'>|
 Business Partnership Manager VIC<br>
Les Mills Asia Pacific</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F;border:none windowtext 1.0pt;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:#7F7F7F;border:none windowtext 1.0pt;padding:0cm'> 2 6215 8104 </span><span style='font-size:8.0pt;font-family:"inherit",serif;color:#7F7F7F;border:none windowtext 1.0pt;padding:0cm'>|
 mob 0422 024 315 | <a href="https://urldefense.com/v3/__http:/www.lesmills.com.au/__;!!M3P2Ca3Qotsy!Kmiam7tayVZEMhQPJBEnYV7-pa5N9rVwwnV1CsD6qvF8MNS9DkwfqQMI7DagmWuNz_kb56Ft55pVCq0%24" target="_blank" id="LPNoLP" rel="noreferrer">www.lesmills.com.au</a> </span><span style='font-family:"Calibri",sans-serif;color:black'></span>
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<u><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black;background:white'>Get your 2021 Workshop Calendar </span></u><b><u><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#0C64C0;background:white'><a href="https://urldefense.com/v3/__https:/www.lesmills.com.au/calendar/AUS-2021__;!!M3P2Ca3Qotsy!Kmiam7tayVZEMhQPJBEnYV7-pa5N9rVwwnV1CsD6qvF8MNS9DkwfqQMI7DagmWuNz_kb56FtoA8-_C8%24" target="_blank" title="https://www.lesmills.com.au/calendar/AUS-2021" rel="noreferrer">here!</a></span></u></b><span style='font-family:"Calibri",sans-serif;color:black'></span>
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<b><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:black'>From:</span></b><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:black'> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Sent:</b> Tuesday, 27 April 2021 4:21 AM<br>
<b>To:</b> Greg Cartagena &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> Tyler Adams &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;;
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Aquiline Boxhill - iPad Frozen screen report</span> </div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Greg,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>This is a quick follow up email.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The app seems to be offline for the last 10 days. Please ask Club to bring the device back online and run a diagnostic test to re-establish a connection with the Scheduler
 and detect any issues.<br>
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Tap the padlock to the top right of the App<br>
Enter your admin code<br>
Navigate to SETTINGS &gt; Version &gt; Run diagnostics<br>
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Please let us know if the diagnostics test detects any errors and what those errors are.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Also, in addition advise the customer to update their app to version 1.14.1 via the app store. And we also suggest updating the IOS version.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We will keep this ticket open for another 48 hours if you have any further questions.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Kind regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App</span></div>
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Ticket: <a href="https://urldefense.com/v3/__https:/lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4476__;!!M3P2Ca3Qotsy!Kmiam7tayVZEMhQPJBEnYV7-pa5N9rVwwnV1CsD6qvF8MNS9DkwfqQMI7DagmWuNz_kb56FtJH1ADeY%24" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4476</a></span></div>
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<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt">
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Thu, 22 Apr at 9:18 AM , Tyler Adams &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote: 
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your email.
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I'm out of the office visiting clubs in Victoria, and will be returning to my desk on Tuesday 27 April, 2021.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>For all urgent matters, please contact me on 0422 024 315, else I'll endeavour to get back to you as soon as I can.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best, </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Tyler</span></div>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>4476:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4476