Subject: New Reply Received - 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,  The customer has responded to the ticket.  Trouble with LMV Platform  Ticket comment <div>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 . 
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<div>Joels <br>
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<b><span style='font-size: 17.5pt; font-family: "Century Gothic", sans-serif; color: rgb(190, 0, 33)'>JOELY </span></b><b><span style='font-size: 17.5pt; font-family: "Century Gothic", sans-serif; color: rgb(99, 94, 94)'>| WORLD GYM BURLEIGH | GROUP X MANAGER</span></b>
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<i><span style='font-size: 9pt; font-family: "Century Gothic", sans-serif; color: rgb(99, 94, 94)'>M: <a dir="ltr" style="text-decoration-color: rgba(131, 124, 124, 0.38)" rel="noreferrer">0406
 340 585</a> | A: Shop 1 Burleigh Town Central, <a dir="ltr" style="text-decoration-color: rgba(131, 124, 124, 0.38)" rel="noreferrer">77-149
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<span style="font-size: 13pt"><a href="http://www.worldgymburleigh.com.au/" style="color: purple" rel="noreferrer"><i><span style='font-family: "Century Gothic", sans-serif; color: rgb(190, 0, 33)'>www.worldgymburleigh.com.au</span></i></a></span><span style="font-size: 13pt; font-family: Helvetica; color: rgb(190, 0, 33)"> </span><i><span style='font-size: 13pt; font-family: "Century Gothic", sans-serif; color: rgb(190, 0, 33)'>|</span></i><span style='font-size: 13pt; font-family: "Century Gothic", sans-serif; color: rgb(190, 0, 33)'> <a href="http://www.facebook.com/worldgymburleigh" style="color: purple" rel="noreferrer"><i><span style="color: rgb(190, 0, 33)">www.facebook.com/worldgymburleigh</span></i></a></span>
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<div>On 2 Jun 2021, at 4:20 am, Les Mills International &lt;[email-masked]&gt; wrote:<br>
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<div dir="ltr">Thank you for your prompt response.</div>
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<div dir="ltr">According to our internal data, your iPad has been offline since May 25, 2021. It is now back online and synced.</div>
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<div dir="ltr">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.
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Unless you do this your App won't be able to synchronize with the Scheduler.</span> Because when you change your password it affects your Less Mills Virtual account and the credentials are the same for your Scheduler and App.</div>
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<div dir="ltr">In addition we would advice you to follow link below to update your App version to the latest:</div>
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<div dir="ltr"><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084198-how-do-i-upgrade-to-the-latest-version-" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084198-how-do-i-upgrade-to-the-latest-version-</a></div>
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<div dir="ltr">We will close this ticket for now. However, you can always contact us if you need our assistance.</div>
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<div dir="ltr">Best regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App</div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4595" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4595</a>
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<blockquote class="freshdesk_quote">On Tue, 1 Jun at 3:43 PM <span class="separator">
, Joely | World Gym Burleigh &lt;[email-masked]&gt; wrote:
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">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 .
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">So my scheduler is still saying off line and will not allow me to change any classes ??</span></div>
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<i><span style='font-size:9.0pt;font-family:"Century Gothic",sans-serif;color:#635E5E'>M: 0406 340 585 | A: Shop 1 Burleigh Town Central, 77-149 West Burleigh Rd, Burleigh Heads QLD 4220</span></i><span style="color:black"></span>
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<span style="font-size:13.0pt;color:black"><a href="http://www.worldgymburleigh.com.au/" rel="noreferrer"><i><span style='font-family:"Century Gothic",sans-serif;color:#BE0021'>www.worldgymburleigh.com.au</span></i></a></span><span style="font-size:13.0pt;font-family:Helvetica;color:#BE0021"> </span><i><span style='font-size:13.0pt;font-family:"Century Gothic",sans-serif;color:#BE0021'>|</span></i><span style='font-size:13.0pt;font-family:"Century Gothic",sans-serif;color:#BE0021'> <a href="http://www.facebook.com/worldgymburleigh" rel="noreferrer"><i><span style="color:#BE0021">www.facebook.com/worldgymburleigh</span></i></a></span><span style="color:black"></span>
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<div>From: <span style="font-size:12.0pt;color:black">Les Mills International &lt;[email-masked]&gt;<br>
<b>Date: </b>Tuesday, 1 June 2021 at 12:19 pm<br>
<b>To: </b>[email-masked] &lt;[email-masked]&gt;<br>
<b>Cc: </b>Joely | World Gym Burleigh &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Trouble with LMV Platform</span> </div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Joely,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>We'll leave this ticket open for a few more days, so if you need further support feel free to reach out.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Charlotte<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4595" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4595</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Tue, 1 Jun at 3:04 PM
<span class="separator">, Joely | World Gym Burleigh &lt;[email-masked]&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue";mso-fareast-language:EN-US'>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?</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue";mso-fareast-language:EN-US'>Anyhow will start with these thanks so much ..</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<b><span style='font-size:17.5pt;font-family:"Century Gothic",sans-serif;color:#BE0021'>JOELY </span></b><b><span style='font-size:17.5pt;font-family:"Century Gothic",sans-serif;color:#635E5E'>| WORLD GYM BURLEIGH | GROUP X MANAGER</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<i><span style='font-size:9.0pt;font-family:"Century Gothic",sans-serif;color:#635E5E'>M: 0406 340 585 | A: Shop 1 Burleigh Town Central, 77-149 West Burleigh Rd, Burleigh Heads QLD 4220</span></i><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:
</span><span style='font-size:12.0pt;font-family:"Helvetica Neue";color:black'>Les Mills International &lt;[email-masked]&gt;<br>
<b>Date: </b>Tuesday, 1 June 2021 at 11:28 am<br>
<b>To: </b>[email-masked] &lt;[email-masked]&gt;<br>
<b>Cc: </b>Joely | World Gym Burleigh &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Trouble with LMV Platform</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.  </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Joely, please run a diagnostics test via App Settings &gt; Version &gt; 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)</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4595" rel="noreferrer">
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