Subject: New Reply Received - Fault at GS Nuffield
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 30 Jun 2021 11:26:52 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Fault at GS Nuffield  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>Hi,</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>I need to reset the password for Goldman Sachs virtual Les Mills – the apple ID password for
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> is not working. Are you able to send me a link so I can reset it?</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>Regards</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>Clare</span></div>
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<div>From:<span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'> Les
 Mills International &lt;[email-masked]&gt; <br>
<b>Sent:</b> Wednesday, March 11, 2020 11:41 AM<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> Doughty, Geoff M. [Fitness Exch] &lt;[email-masked]&gt;; Davison-White, Clare (Tobutt) [Fitness Exch] &lt;[email-masked]&gt;; [email-masked]<br>
<b>Subject:</b> Re: Fault at GS Nuffield</span>
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<div class="MsoNormal" style="margin-left:36.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Geoff,</span></div>
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<div class="MsoNormal" style="margin-left:36.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your time on call today.</span></div>
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<div class="MsoNormal" style="margin-left:36.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We are delighted to hear that the issue with Virtual is resolve now. Provided that you are happy with the resolution we would go ahead and close
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<div class="MsoNormal" style="margin-left:36.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Do let us know if you need assistance with anything else.</span></div>
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<div class="MsoNormal" style="margin-left:36.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Warm Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://urldefense.proofpoint.com/v2/url?u=https-3A__lesmillsvirtualapp.freshdesk.com_helpdesk_tickets_3390&amp;d=DwMFaQ&amp;c=7563p3e2zaQw0AB1wrFVgyagb2IE5rTZOYPxLxfZlX4&amp;r=u1dEODBm8uzCgNd2da6cfiQX2u2WZsn5iQS32Q3d5sg&amp;m=lx8DNscAd7JTRym1dAF8J7Ks9pP4trnRpT60Pp7uc8A&amp;s=pWBJeBF8DLtd5UJ0CU3hah6XVP-7s660kT3KGpoOxgY&amp;e=" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3390</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 10 Mar at 5:01 AM
<span class="separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal" style="margin-left:36.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Clare,</span></div>
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<div class="MsoNormal" style="margin-left:36.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your call. </span></div>
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<div class="MsoNormal" style="margin-left:36.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We are glad to know that the login issue is resolved. </span></div>
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<div class="MsoNormal" style="margin-left:36.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Regarding the "No External Screen" error​ will appear when the APP loses connection with the external screen.  Please follow the initial diagnostic
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<div class="MsoNormal" style="margin-left:36.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://urldefense.proofpoint.com/v2/url?u=https-3A__lesmillsvirtualapp.freshdesk.com_en_support_solutions_articles_36000208319-2Di-2Dm-2Dseeing-2Dthe-2Derror-2Dmessage-2Dthere-2Dis-2Dno-2Dexternal-2Dscreen-2Dconnected-2D&amp;d=DwMFaQ&amp;c=7563p3e2zaQw0AB1wrFVgyagb2IE5rTZOYPxLxfZlX4&amp;r=u1dEODBm8uzCgNd2da6cfiQX2u2WZsn5iQS32Q3d5sg&amp;m=lx8DNscAd7JTRym1dAF8J7Ks9pP4trnRpT60Pp7uc8A&amp;s=8LiJiVy99CGwSYcfX_aizVoguEw9jvd6Ng874g7tRwY&amp;e=" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected-</a></span></div>
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<div class="MsoNormal" style="margin-left:36.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​@ Hutchison team,</span></div>
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<div class="MsoNormal" style="margin-left:36.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you please help Clare, from NUFFIELD CORPORATE GOLDMAN SACHS PLUM TREE COURT site. They are having issues where the app is showing error
 " NO External Screen connected to the device". This error message only comes if the app loses the connection with external screen. It indicates that some aspect of the AV setup is failing which needs to be checked.</span></div>
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<div class="MsoNormal" style="margin-left:36.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Please make sure that the customer have all recommended equipment in place for the virtual setup.</span></div>
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<div class="MsoNormal" style="margin-left:36.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://urldefense.proofpoint.com/v2/url?u=https-3A__lesmillsvirtualapp.freshdesk.com_en_support_solutions_articles_36000179652-2Dwhat-2Dare-2Dthe-2Dsetup-2Drequirements-2Dfor-2Dgen2-2Dipads-2Dwith-2Da-2Dhome-2Dbutton-2D&amp;d=DwMFaQ&amp;c=7563p3e2zaQw0AB1wrFVgyagb2IE5rTZOYPxLxfZlX4&amp;r=u1dEODBm8uzCgNd2da6cfiQX2u2WZsn5iQS32Q3d5sg&amp;m=lx8DNscAd7JTRym1dAF8J7Ks9pP4trnRpT60Pp7uc8A&amp;s=N0Pf73wUs42QtUVMY_Ug6u1LRD7bxaqJZZJy2PAau9s&amp;e=" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000179652-what-are-the-setup-requirements-for-gen2-ipads-with-a-home-button-</a><br>
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Warm Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://urldefense.proofpoint.com/v2/url?u=https-3A__lesmillsvirtualapp.freshdesk.com_helpdesk_tickets_3390&amp;d=DwMFaQ&amp;c=7563p3e2zaQw0AB1wrFVgyagb2IE5rTZOYPxLxfZlX4&amp;r=u1dEODBm8uzCgNd2da6cfiQX2u2WZsn5iQS32Q3d5sg&amp;m=lx8DNscAd7JTRym1dAF8J7Ks9pP4trnRpT60Pp7uc8A&amp;s=pWBJeBF8DLtd5UJ0CU3hah6XVP-7s660kT3KGpoOxgY&amp;e=" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3390</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 10 Mar at 12:29 AM
<span class="separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal" style="margin-left:36.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Geoff,</span></div>
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<div class="MsoNormal" style="margin-left:36.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your call and email.</span></div>
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<div class="MsoNormal" style="margin-left:36.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>As advised, that it seems that you are inputting a wrong password. You can always reset the password incase if you have forgotten it. Please see
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<div class="MsoNormal" style="margin-left:36.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The password reset link is valid only for 15 mins and would be sent to the registered email address which is
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<div class="MsoNormal" style="margin-left:36.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​If you would like to change the email address then you should contact your Customer experience manager. </span></div>
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<div class="MsoNormal" style="margin-left:36.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Do let us know how it goes. </span></div>
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<div class="MsoNormal" style="margin-left:36.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Warm Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://urldefense.proofpoint.com/v2/url?u=https-3A__lesmillsvirtualapp.freshdesk.com_helpdesk_tickets_3390&amp;d=DwMFaQ&amp;c=7563p3e2zaQw0AB1wrFVgyagb2IE5rTZOYPxLxfZlX4&amp;r=u1dEODBm8uzCgNd2da6cfiQX2u2WZsn5iQS32Q3d5sg&amp;m=lx8DNscAd7JTRym1dAF8J7Ks9pP4trnRpT60Pp7uc8A&amp;s=pWBJeBF8DLtd5UJ0CU3hah6XVP-7s660kT3KGpoOxgY&amp;e=" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3390</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Mon, 9 Mar at 11:56 PM
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