Subject: New Reply Received - INCIDENCIA CON ACTUALIZACION IPAD
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 05 Aug 2021 21:50:41 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  INCIDENCIA CON ACTUALIZACION IPAD  Ticket comment <div>Khali,</div>
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<div>The info that you have is different than mine: Bike studio off line and the other 2 ipads unlinked (but with a good tested internet connection). Picture attached</div>
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<div>Pd: and yes, we logged in the app in the 3 devices with the right user name and password</div>
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<div>Sergio</div>
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<img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTk1NTQzNjAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.7vRfGF9uvTVNXcRX7JaO26-PUn3rFKKcRr2WC9Z2yp8"><br>
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<br><div dir="ltr">Enviado desde mi iPhone</div>
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<br><blockquote>El 5 ago 2021, a las 23:15, Les Mills International &lt;[email-masked]&gt; escribió:<br><br>
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<div dir="ltr">Hi Sergio,</div>
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<div dir="ltr">Good to hear that issue was resolved yesterday. Can I ask - did you remove all devices in the scheduler, and re-connect? Or did you only do this for the iPad that the app was deleted off of?</div>
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<div dir="ltr">I can see that the iPad called 'VIRTUAL STUDIO' was last online 5 hours ago, 'BIKE STUDIO' is currently online, and 'THE TRIP' has not been online since yesterday so 24 hours.</div>
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<div dir="ltr">Thanks</div>
<div dir="ltr">Khali<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4772" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4772</a>
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                            Vie., 6 Ago. a las  9:00 AM
                            <span class="separator">,  NOEMI &lt;[email-masked]&gt;  escribió:
                            <div>Thanks Khali,</div>
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<div>This issue was solved yesterday, but we still have the sync problem with all our devices. </div>
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<div>Sergio<br><br><div dir="ltr">Enviado desde mi iPhone</div>
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<br><blockquote>El 5 ago 2021, a las 22:47, Les Mills International &lt;[email-masked]&gt; escribió:<br><br>
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<div dir="ltr">Hi Sergio,</div>
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<div dir="ltr">​Thanks for coming back to me. Please know I am going to try my very best to help get this resolved.</div>
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<div dir="ltr">You mentioned that you delete the app on one of your iPads. I'm assuming this is the iPad showing the error 'parece ser que no hay estudios disponibles para ser registrados a esta cuenta. por favor contacta con tu equipo les mills.' For this iPad please try the following process:</div>
<div dir="ltr"><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000256722--looks-like-there-are-no-studios-that-can-be-registered-to-the-account-right-now-" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000256722--looks-like-there-are-no-studios-that-can-be-registered-to-the-account-right-now-</a></div>
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<div dir="ltr">Thanks</div>
<div dir="ltr">Khali<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4772" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4772</a>
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                            El
                            Vie., 6 Ago. a las  4:48 AM
                            <span class="separator">,  NOEMI &lt;[email-masked]&gt;  escribió:
                            <div>Hi Khali,</div>
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<div class="">I´m Sergio, the club owner. It seems that this issue couldn´t be solved with this tips. I response in your text.</div>
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<div class="">I copy Cesar, from Les Mills Spain.</div>
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<div class="">Thanks in advance</div>
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<div class=""><b class="">Sergio Azlor</b></div>
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<b class="">687607297</b><br class=""><div class=""><br class=""></div>
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<div class="">El 5 ago 2021, a las 2:24, Les Mills International &lt;<a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a>&gt; escribió:</div>
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<div class="">Hi NOEMI,</div>
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<div dir="ltr" class="">Sorry to hear you're having trouble with your 3 virtual iPads. I checked our back-end data and can see that the app is having trouble with your network, and is only accessing the network intermittently. I see you mention above that that your internet connection is correct, and the diagnostics test did not show any issues. Can you let me know how you tested your internet connection? Can you try opening a browser session on each iPad to see if you're able to connect to an external website (like Google).</div>
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<br class=""><div>As Noemi told you, the internet connection is fine as all our systems (security, cameras, door access, laptops, myzone, etc) are working properly. Of course we can run any website with the iPads.</div>
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<div>I tried to sync the iPad from home , with my own internet connection that is working as well, and the result was the same: the only data synchronized is the name of the studio. Anything else</div>
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<div dir="ltr" class="">Please confirm again you ran the diagnostics test like below, and no error messages came back.</div>
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<li class="">Unlock the padlock to the top right of the App </li>
<li class="">Navigate to SETTINGS &gt; Version &gt; Run Diagnostic test.</li>
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<div>We did it. All ok according to the diagnostic</div>
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<div dir="ltr" class="">I also see that you mention you deleted the app on one of your iPads. It is never recommended to delete the app because all of the content will have to be re-downloaded. </div>
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<div dir="ltr" class="">Please try force closing your apps (NOT closing), and then removing the devices from within the scheduler, and reconnecting. Please follow this guide: </div>
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<div><br class=""></div>We did it several times. Not working</div>
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<a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084283-my-ipad-is-not-sync-d-with-the-scheduler-what-should-i-do-" rel="noreferrer" class="">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084283-my-ipad-is-not-sync-d-with-the-scheduler-what-should-i-do-</a>
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<div dir="ltr" class="">Thanks</div>
<div dir="ltr" class="">Khali<br class=""><br class="">Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4772" rel="noreferrer" class="">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4772</a>
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                            El
                            Mié., 4 Ago. a las  3:17 AM
                            <span class="separator">,  NOEMI &lt;<a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a>&gt;  escribió:
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US" class="">Buenas tardes Olesia, </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US" class="">He enviado el mail a Marc Raya, a la dirección que me has enviado, pero rebota. </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US" class="">Adjunto imágenes del problema para que podamos dar con la solución lo más pronto posible, por favor. </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US" class="">Muchas gracias y saludos. </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US" class="">Noemí A. </span></div>
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<div class="MsoNormal"><span style='font-size:8.0pt;font-family:"Poppins",serif;color:#202124;background:white' class="">C/ del General Josep Moragues, 2, 08850 Gavà</span></div>
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<span style='font-size:8.0pt;font-family:"Poppins",serif' class="">+34 </span><a href="https://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.google.com%2Fsearch%3Fq%3Dsnap%2Bfitness%2Bgava%26oq%3Dsnap%2Bfiot%26aqs%3Dchrome.2.69i57j0i13i131i433j0i13l8.3559j0j7%26sourceid%3Dchrome%26ie%3DUTF-8&amp;data=04%7C01%7C%7Ced9091020e4f488cb34708d8ffd690dc%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C637540644308400097%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&amp;sdata=1YFZ2QtAgBEqY%2F8IZwaSjSpALFthURcrc7wMS%2FwBNNI%3D&amp;reserved=0" rel="noreferrer" class=""><span style='font-size:8.0pt;font-family:"Poppins",serif;color:#1A0DAB;background:white' class="">657 04 04 95</span></a>
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<b class="">De:</b> Les Mills International &lt;<a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a>&gt; <br class=""><b class="">Enviado el:</b> martes, 3 de agosto de 2021 13:55<br class=""><b class="">Para:</b> <a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a><br class=""><b class="">Asunto:</b> Re: INCIDENCIA CON ACTUALIZACION IPAD</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">Gracias por ponerse en contacto con el soporte virtual.  Su contacto de soporte local es Marc Raya, así que póngase en contacto con Marc directamente y él estará encantado de ayudarle.   </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">La dirección de correo electrónico de Marc es: </span><a href="mailto:[email-masked]" rel="noreferrer" class=""><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">[email-masked]</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">   </span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">Cerraré este ticket ahora, pero no dude en consultar nuestras preguntas frecuentes a continuación:     </span></div>
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<a href="https://lesmillsvirtualapp.freshdesk.com/es/support/solutions/36000117739" rel="noreferrer" class=""><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#2C5CC5' class="">https://lesmillsvirtualapp.freshdesk.com/es/support/solutions/36000117739</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class=""></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class=""><br class="">Ticket: </span><a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4772" rel="noreferrer" class=""><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class="">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4772</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class=""></span>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white' class="">4772:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif' class=""> </span>
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</div></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4772