Subject: Ticket re-opened - [#4595] Trouble with LMV Platform
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 02 Jun 2021 05:13:08 +0000

Hi Pritish Nandi,  Ticket “#4595 – Trouble with LMV Platform” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4595 to view the ticket.  Ticket comment   Thankyou so much .... we will remember now that if we change our password for brand central then it obviously affects all Les Mills access ... We weren’t aware of this at the time snd didn’t think it had any thing to do with our virtuals .... Thankyou so much
 for getting onto it so quickly . 
 
 Joels  

 
JOELY | WORLD GYM BURLEIGH | GROUP X MANAGER

 
 
M: 0406
 340 585 | A: Shop 1 Burleigh Town Central, 77-149
 West Burleigh Rd, Burleigh Heads QLD 4220

 
 
www.worldgymburleigh.com.au | www.facebook.com/worldgymburleigh

 

 

 On 2 Jun 2021, at 4:20 am, Les Mills International <[email-masked]> wrote: 

 

 
 
 Hi Joels, 

 
 Thank you for your prompt response. 

 
 According to our internal data, your iPad has been offline since May 25, 2021. It is now back online and synced. 

 
 Please remember that if you changed your password in Scheduler, you need to click on 'Login with my new password' on the App Settings page under Account.

Unless you do this your App won't be able to synchronize with the Scheduler. Because when you change your password it affects your Less Mills Virtual account and the credentials are the same for your Scheduler and App. 

 
 In addition we would advice you to follow link below to update your App version to the latest: 

 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084198-how-do-i-upgrade-to-the-latest-version- 

 
 We will close this ticket for now. However, you can always contact us if you need our assistance. 

 
 Best regards, 
Olesia 
Customer Services 
Les Mills Virtual App 

Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4595

 On Tue, 1 Jun at 3:43 PM 
, Joely | World Gym Burleigh <[email-masked]> wrote:
 
 So we now have it working back in club as it is now saying the next scheduled class is 1 pm so that has reset ….. I had to reset my Brand Central password Monday as it wouldn’t let me in , but
 I reset it to what it always is? …. Would this for some reason be connected to The virtual and affect that password as well???.... as that was a different password , but we now just made it the same as brand central to save any confusion with that again .

 
 So my scheduler is still saying off line and will not allow me to change any classes ?? 

 Joels 

  

 

 
JOELY | WORLD GYM BURLEIGH | GROUP X MANAGER

 
 
M: 0406 340 585 | A: Shop 1 Burleigh Town Central, 77-149 West Burleigh Rd, Burleigh Heads QLD 4220

 
 
www.worldgymburleigh.com.au | www.facebook.com/worldgymburleigh

 

 

 

 

 

 

 

 

 
 From: Les Mills International <[email-masked]> 
Date: Tuesday, 1 June 2021 at 12:19 pm 
To: [email-masked] <[email-masked]> 
Cc: Joely | World Gym Burleigh <[email-masked]> 
Subject: Re: Trouble with LMV Platform  

 

 Hi Joely, 

 
 
 ​ 

 
 
 Thanks for the screen shot, yes it appears the iPad is offline.  If it's hard wired, please check the ethernet adapter is still in place or if it's on wifi please check it hasn't
 switched to the wrong wifi source. 

 
 
 ​ 

 
 
 We'll leave this ticket open for a few more days, so if you need further support feel free to reach out. 

 
 
 ​ 

 
 
 Kind regards 

 
 
 ​ 

 
 
 Charlotte 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4595  

 

  

 

 
 
On Tue, 1 Jun at 3:04 PM
, Joely | World Gym Burleigh <[email-masked]> wrote:

 

 
 Well it did say in my scheduler that it was off line yesterday as I was trying to make some changes … So I will get ben our manager to check wifi connection 
 and if that fails will try the password… which havnt changed tho, so cant see that it would be that? 

 

Anyhow will start with these thanks so much ..

 

 
joels

 

   

 

 

JOELY | WORLD GYM BURLEIGH | GROUP X MANAGER

 

 
 
M: 0406 340 585 | A: Shop 1 Burleigh Town Central, 77-149 West Burleigh Rd, Burleigh Heads QLD 4220

 

 
 
www.worldgymburleigh.com.au | www.facebook.com/worldgymburleigh

 

 

 

 

 

 

 

 

 

 

 

   

 

 

From:
Les Mills International <[email-masked]> 
Date: Tuesday, 1 June 2021 at 11:28 am 
To: [email-masked] <[email-masked]> 
Cc: Joely | World Gym Burleigh <[email-masked]> 
Subject: Re: Trouble with LMV Platform

 

 

 
 Hi Kathryn, 

 

 
 ​ 

 

 
 Thanks for raising this, it appears the App is out of sync with the Scheduler which is why the issue has happened.  The cause of this is either the iPad has lost it's network
 connection or the password has been changed in the Scheduler and not updated in the App.   

 

 
 ​ 

 

 
 Joely, please run a diagnostics test via App Settings > Version > Run diagnostics. This will determine if the issue is related to internet connectivity or the password.  If you
 receive an 'account connectivity' or 'scheduler connectivity' fail this means you need to click 'Login with my new password' on the App Settings page under Account (as below) 

 

 

 

 

 

 

 

 

 
 
 Please let us know how you get on. 

 

 
 ​ 

 

 
 Thanks 

 

 
 ​ 

 

 
 Charlotte 

 

 

 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4595  

 

 

 

 

 

 

 

 
4595:859387

 

 

 

 
4595:859387