Subject: New Reply Received - iPad Software Update
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 05 May 2021 05:50:25 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  iPad Software Update  Ticket comment <div>
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All sorted Thankyou </div>
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<div style="direction: ltr">Sent via Mobile</div>
<div style="direction: ltr">James Excell | Senior Audio Technician</div>
<div style="direction: ltr">Alive Technologies Group</div>
<div style="direction: ltr">E: [email-masked]</div>
<div style="direction: ltr">W: alivetechnologies.com.au</div>
<div style="direction: ltr">M: 0447833771 | P: 03 62393180</div>
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Wednesday, May 5, 2021 3:49:20 PM<br>
<b>To:</b> James Excell &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: iPad Software Update
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<div dir="ltr">Hi James,</div>
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<div dir="ltr">I hope you are well.</div>
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<div dir="ltr">Just wanted to follow up if you were able to change the settings to resolve the issue.</div>
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<div dir="ltr">I will close this ticket for now however, please do not hesitate to contact us back if you need further support on this.</div>
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<div dir="ltr">Best regards,<br>
Pritish</div>
<div dir="ltr">Customer Service<br>
The Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4498" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4498</a>
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<blockquote class="x_freshdesk_quote">On Tue, 4 May at 1:38 PM <span class="x_separator">
, Greg Cartagena &lt;[email-masked]&gt; wrote:
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<div class="x_MsoNormal"><span lang="EN-US">Hi James,</span></div>
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<div class="x_MsoNormal"><span lang="EN-US">How did you go with the instructions from Pritish in his email below?
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<div class="x_MsoNormal"><span lang="EN-US">All working consistently now? Thanks for your time…</span></div>
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<div class="x_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="x_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="x_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>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>Thursday, 29 April 2021 at 4:39 PM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Cc: </b>Kathryn Tighe &lt;[email-masked]&gt;, "[email-masked]" &lt;[email-masked]&gt;, "[email-masked]" &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: RE: Friends Fitness (Tas) - LMI support - Help Request iPad Software updates</span>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Hi Greg,</span></div>
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<div class="x_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="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>@Hi James,</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>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.</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Can you please check these settings once and advise if they have been configured correctly:</span></div>
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<strong><u><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>iPAD SET UP</span></u></strong><span style='font-size:10.0pt; font-family:"Helvetica Neue"'><br>
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1. <strong><span style='font-family:"Helvetica Neue"'>Turn off all notifications</span></strong><br>
1a. SETTINGS&gt;NOTIFICATIONS&gt;<br>
1b. SHOW PREVIEWS – set to NEVER<br>
1c. In the NOTIFICATION STYLE pane, manually turn all apps to OFF</span> </div>
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2. <strong><span style='font-family:"Helvetica Neue"'>Prevent the iPad from automatically locking:</span></strong><br>
2a. SETTINGS&gt;DISPLAY &amp; BRIGHTNESS&gt;AUTO-LOCK<br>
2b. Set to NEVER</span></div>
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3.<strong><span style='font-family:"Helvetica Neue"'> Turn off automatic updates:</span></strong>  <br>
3a. SETTINGS&gt;ITUNES &amp; APP STORE&gt; AUTOMATIC DOWNLOAD<br>
3b. Toggle all options OFF<br>
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4. <strong><span style='font-family:"Helvetica Neue"'>Turn off SIRI</span></strong><br>
4a. SETTINGS&gt;SIRI &amp; SEARCH<br>
4b. Ask Siri<br>
4c. Listen for “Hey Siri” – Toggle OFF<br>
4d. Press Home for Siri – Toggle OFF<br>
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5.  <strong><span style='font-family:"Helvetica Neue"'>Turn on Guided Access (iPadOS 14 users)</span></strong><br>
5a. Accessibility Settings (SETTINGS&gt;ACCESSIBILITY)<br>
5b. Toggle Guided Access to ON (Green) – advised using a Passcode for this which can be activated within these settings.<br>
5c. Display Auto Lock &gt; set to default<br>
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Looking at the backend report we do not see any errors on the virtual side. </span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>I hope this information is helpful. </span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>I will leave this ticket open for another 48 hours if you need assistance with anything else. </span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Best regards,</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4500" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4500</a></span></div>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>On Thu, 29 Apr at 4:00 PM
<span class="x_separator">, Greg Cartagena &lt;[email-masked]&gt; wrote: </span></span><span class="x_separator"></span>
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<div class="x_MsoNormal"><span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica Neue"'>Hi LMI Support Team,</span></div>
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<span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica Neue"'>Can you kindly get back to James as per email below and provide instructions to resolve?</span><span style='font-size:10.0pt; font-family:"Helvetica Neue"'></span>
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<span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica Neue"'>Many thanks…</span><span style='font-size:10.0pt; font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt; font-family:"Tahoma",sans-serif; color:#212121'>Kind Regards,</span><span style='font-size:10.0pt; font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt; font-family:"Tahoma",sans-serif; color:#212121'>Greg</span><span style='font-size:10.0pt; font-family:"Helvetica Neue"'></span>
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<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><span style='font-size:10.0pt; font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt; font-family:"Tahoma",sans-serif; color:#212121'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style='font-size:10.0pt; font-family:"Helvetica Neue"'></span>
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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:12.0pt; font-family:"Helvetica Neue"; color:black'>From:
</span></b><span style='font-size:12.0pt; font-family:"Helvetica Neue"; color:black'>James Excell &lt;[email-masked]&gt;<br>
<b>Date: </b>Thursday, 29 April 2021 at 11:44 AM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Cc: </b>Marcello Marchioli &lt;[email-masked]&gt;<br>
<b>Subject: </b>iPad Software updates</span><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Hi Greg, </span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Need to pick your brain here.</span></div>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue"'>The Virtual system we have installed at the Friends Health and Fitness Centre has been working perfectly up until the other day when</span><span style='font-size:10.0pt; font-family:"Times New Roman",serif'> the
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>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.</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>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.</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica Neue"'>Can you please shed some more light on this? </span></div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4498