Subject: Ticket re-opened - [#4498] iPad Software Update
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 04 May 2021 00:38:41 +0000

Hi Pritish Nandi,  Ticket “#4498 – iPad Software Update” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4498 to view the ticket.  Ticket comment   
 Hi James, 

  

 How did you go with the instructions from Pritish in his email below?

 

 
 All working consistently now? Thanks for your time… 

  

 
 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: Thursday, 29 April 2021 at 4:39 PM 
To: Greg Cartagena <[email-masked]> 
Cc: Kathryn Tighe <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]> 
Subject: Re: RE: Friends Fitness (Tas) - LMI support - Help Request iPad Software updates

 

 

 

 Hi Greg, 

 

   

 
 Thank you for raising a support ticket. 

 

   

 
 @Hi James, 

 

   

 
 It seems that when the app was playing a virtual class the iPad detected an update and started updating itself which interrupted the Ongoing class. This may happen when the iPad
 has not been setup properly. We recommend customers switch off all notifications or updates as this may interfere with the Virtual Classes. 

 

   

 
 Can you please check these settings once and advise if they have been configured correctly: 

 

   

 
 
iPAD SET UP 
 
1. Turn off all notifications 
1a. SETTINGS>NOTIFICATIONS> 
1b. SHOW PREVIEWS – set to NEVER 
1c. In the NOTIFICATION STYLE pane, manually turn all apps to OFF

 

  
2. Prevent the iPad from automatically locking: 
2a. SETTINGS>DISPLAY & BRIGHTNESS>AUTO-LOCK 
2b. Set to NEVER 

 

3. Turn off automatic updates:   
3a. SETTINGS>ITUNES & APP STORE> AUTOMATIC DOWNLOAD 
3b. Toggle all options OFF 
 
4. Turn off SIRI 
4a. SETTINGS>SIRI & SEARCH 
4b. Ask Siri 
4c. Listen for “Hey Siri” – Toggle OFF 
4d. Press Home for Siri – Toggle OFF 
 
5.  Turn on Guided Access (iPadOS 14 users) 
5a. Accessibility Settings (SETTINGS>ACCESSIBILITY) 
5b. Toggle Guided Access to ON (Green) – advised using a Passcode for this which can be activated within these settings. 
5c. Display Auto Lock > set to default 
 
Looking at the backend report we do not see any errors on the virtual side.  

 

   

 
 I hope this information is helpful.  

 

   

 
 I will leave this ticket open for another 48 hours if you need assistance with anything else.  

 

   

 
 Best regards, 

 
 
 Pritish 

 
 
 Customer Service 

 
 
 Les Mills Virtual App 

 

Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4500 

 

  

 

  

 

 
On Thu, 29 Apr at 4:00 PM
, Greg Cartagena <[email-masked]> wrote: 

 

 Hi LMI Support Team, 

 

 

 
Can you kindly get back to James as per email below and provide instructions to resolve?

 

   

 

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.  

 

 

 

 

   

 

 

 

From:
James Excell <[email-masked]> 
Date: Thursday, 29 April 2021 at 11:44 AM 
To: Greg Cartagena <[email-masked]> 
Cc: Marcello Marchioli <[email-masked]> 
Subject: iPad Software updates

 

 

   

 

 
 Hi Greg,  

 

 
 Need to pick your brain here. 

 

 
 
The Virtual system we have installed at the Friends Health and Fitness Centre has been working perfectly up until the other day when the
 iPad wanted to install an IOS software update and it had flashed up a notification on the screen which meant the scheduled Virtual class did not play.

 

 

   

 

 
 I have carefully setup the iPad following the Virtual Setup literature you have provided and double checked my work yesterday during a callout to the venue. 

 

 
 I have also trawled through some threads online of which the general consensus is that this will inevitably just happen due to apple forcing through IOS software updates. 

 

 

 

 
 
 Can you please shed some more light on this?  

 

 

 

 

 

 

 

 

 

 

 

   

 

 
 Kind Regards,