Subject: New Reply Received - INCIDENCIA CON ACTUALIZACION IPAD
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 06 Aug 2021 09:04:59 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  INCIDENCIA CON ACTUALIZACION IPAD  Ticket comment <div>Hi Olesia,</div>
<div class=""><br class=""></div>
<div class="">We followed all your tips again and again, but through we have internet connection all the time, it seems that something is wrong synchronizing with the scheduler and iPads. I answer in your text.</div>
<div class=""><br class=""></div>
<div class="">Thanks</div>
<div class=""><br class=""></div>
<div class="">Sergio</div>
<div class=""><br class=""></div>
<div class=""><br class=""></div>
<div class="">
<div>
<blockquote class="">
<div class="">El 6 ago 2021, a las 7:33, Les Mills International &lt;<a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a>&gt; escribió:</div>
<br class="Apple-interchange-newline"><div class=""><div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px" class="">
	<div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px" class="">
<div dir="ltr" class="">Hi Sergio,</div>
<div dir="ltr" class="">​<br class="">
</div>
<div dir="ltr" class="">Thank you for your reply and screenshot.</div>
<div dir="ltr" class="">​<br class="">
</div>
<div dir="ltr" class="">You're right, we see two unlinked studios: VIRTUAL STUDIO and THE TRIP. If you still see the error that this studio is not registered, uninstall the app from iPad and re-download it from the app store. Log into the iPad app with your virtual username and password, select your studio from the list and start setting up. Downloading content from scratch will take some time.</div>
</div>
</div></div>
</blockquote>
<div><br class=""></div>We did it a few days ago and we got to open the VIRTUAL STUDIO app again. Now we did it again with THE TRIP iPad and the message <font class="">'parece ser que no hay estudios disponibles para ser registrados a esta cuenta. por favor contacta con tu equipo les mills.’ appears again. The network connection is fine in this iPad and we previously removed the device from the scheduler.</font>
</div>
<div><font class=""><br class=""></font></div>
<div>
<blockquote class=""><div class=""><div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px" class=""><div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px" class="">
<div dir="ltr" class="">
<div dir="ltr" class="">We can see that your Bike studio is still out of sync with the scheduler. Please bring the iPad back online and follow the below steps to re-establish a connection with the Scheduler and detect any issues.</div>
<div class=""><br class=""></div>
</div>
</div></div></div></blockquote>As we told you, all our devices have an stable internet connection.</div>
<div>
<br class=""><blockquote class=""><div class=""><div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px" class=""><div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px" class=""><div dir="ltr" class="">
<div class="">Tap the padlock to the top right of the App</div>
<div class="">Enter your admin code</div>
<div class="">Navigate to SETTINGS &gt; Version &gt; <span class="">Run diagnostics </span>
</div>
<div class=""><br class=""></div>
</div></div></div></div></blockquote>
<div><br class=""></div>
<div>We did it for several times and the wifi and sync diagnostic always is ok</div>
<br class=""><blockquote class=""><div class=""><div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px" class="">
<div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px" class="">
<div dir="ltr" class="">
<div dir="ltr" class="">Please let us know if the diagnostics test detects any errors and what those errors are.</div>
<div dir="ltr" class=""><br class=""></div>
</div>
<div dir="ltr" class="">Kind regards,<br class="">Olesia<br class="">Customer Services<br class="">Les Mills Virtual App<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>
</div>
<div class="freshdesk_quote">
                          <blockquote class="freshdesk_quote">
                            El
                            Vie., 6 Ago. a las  9:50 AM
                            <span class="separator">,  NOEMI &lt;<a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a>&gt;  escribió:
                            <div class="">Khali,</div>
<div class=""><br class=""></div>
<div class="">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>
<div class=""><br class=""></div>
<div class="">Pd: and yes, we logged in the app in the 3 devices with the right user name and password</div>
<div class=""><br class=""></div>
<div class="">Sergio</div>
<div class=""><br class=""></div>
<div class="">
<img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTk1NTQzNjAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.7vRfGF9uvTVNXcRX7JaO26-PUn3rFKKcRr2WC9Z2yp8" class=""><br class="">
</div>
<div class=""><div class="">
<br class=""><div dir="ltr" class="">Enviado desde mi iPhone</div>
<div dir="ltr" class="">
<br class=""><blockquote class="">El 5 ago 2021, a las 23:15, Les Mills International &lt;<a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a>&gt; escribió:<br class=""><br class="">
</blockquote>
</div>
<blockquote class=""><div dir="ltr" class=""><div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px" class="">
	<div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px" class="">
<div dir="ltr" class="">Hi Sergio,</div>
<div dir="ltr" class="">​<br class="">
</div>
<div dir="ltr" class="">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>
<div dir="ltr" class="">​<br class="">
</div>
<div dir="ltr" class="">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>
<div dir="ltr" class="">​<br class="">
</div>
<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>
</div>
<div class="freshdesk_quote">
                          <blockquote class="freshdesk_quote">
                            El
                            Vie., 6 Ago. a las  9:00 AM
                            <span class="separator">,  NOEMI &lt;<a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a>&gt;  escribió:
                            <div class="">Thanks Khali,</div>
<div class=""><br class=""></div>
<div class="">This issue was solved yesterday, but we still have the sync problem with all our devices. </div>
<div class=""><br class=""></div>
<div class="">Sergio<br class=""><br class=""><div dir="ltr" class="">Enviado desde mi iPhone</div>
<div dir="ltr" class="">
<br class=""><blockquote class="">El 5 ago 2021, a las 22:47, Les Mills International &lt;<a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a>&gt; escribió:<br class=""><br class="">
</blockquote>
</div>
<blockquote class=""><div dir="ltr" class=""><div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px" class="">
	<div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px" class="">
<div dir="ltr" class="">Hi Sergio,</div>
<div dir="ltr" class="">​<br class="">
</div>
<div dir="ltr" class="">​Thanks for coming back to me. Please know I am going to try my very best to help get this resolved.</div>
<div dir="ltr" class="">​<br class="">
</div>
<div dir="ltr" class="">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" class=""><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" class="">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>
<div dir="ltr" class="">​</div>
<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>
</div>
<div class="freshdesk_quote">
                          <blockquote class="freshdesk_quote">
                            El
                            Vie., 6 Ago. a las  4:48 AM
                            <span class="separator">,  NOEMI &lt;<a href="mailto:[email-masked]" class="" rel="noreferrer">[email-masked]</a>&gt;  escribió:
                            <div class="">Hi Khali,</div>
<div class=""><br class=""></div>
<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>
<div class=""><br class=""></div>
<div class="">I copy Cesar, from Les Mills Spain.</div>
<div class=""><br class=""></div>
<div class="">Thanks in advance</div>
<div class=""><br class=""></div>
<div class=""><b class="">Sergio Azlor</b></div>
<div class="">
<b class="">687607297</b><br class=""><div class=""><br class=""></div>
<div class="">
<div class="MsoNormal" style="margin: 0cm; font-size: 11pt; font-family: Calibri, sans-serif"></div>
<div class=""></div>
<div class=""></div>
<div class="MsoNormal" style="margin: 0cm; font-size: 11pt; font-family: Calibri, sans-serif"><span style="font-size: 14pt; font-family: 'Bebas Neue', sans-serif" class=""> </span></div>
<div class=""></div>
<div class=""></div>
<div class="MsoNormal" style="margin: 0cm; font-size: 11pt; font-family: Calibri, sans-serif"><span style="font-size: 14pt; font-family: 'Bebas Neue', sans-serif; color: rgb(59, 56, 56)" class="">TREND FITNESS 24/7</span></div>
<div class=""></div>
<div class=""></div>
<div class="MsoNormal" style="margin: 0cm; font-size: 11pt; font-family: Calibri, sans-serif"><span style="font-size: 8pt; font-family: Poppins, serif; color: rgb(32, 33, 36); background-color: white" class=""><span dir="ltr" class="">C/ del General Josep Moragues, 2, 08850 Gavà</span></span></div>
<div class=""></div>
<div class=""></div>
<div class="MsoNormal" style="margin: 0cm; font-size: 11pt; font-family: Calibri, sans-serif"><span style="font-size: 8pt; font-family: Poppins, serif" class="">+34 <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%7C09e50147b9b4415514dd08d951dcd25c%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C637630831128866427%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&amp;sdata=RTjYGmr6jtQGWLjJAG8Z2nIhRlg%2BD17otgJssebAOZ0%3D&amp;reserved=0" class="" rel="noreferrer"><span style="color: rgb(26, 13, 171); background-color: white" class="">657 04 04 95</span></a></span></div>
<div class=""></div>
<div class=""></div>
<div class="MsoNormal" style="margin: 0cm; font-size: 11pt; font-family: Calibri, sans-serif"><span style="font-size: 8pt; font-family: Poppins, serif" class=""> </span></div>
<div class=""></div>
<div class=""></div>
<div class="MsoNormal" style="margin: 0cm; font-size: 11pt; font-family: Calibri, sans-serif">
<a href="https://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.facebook.com%2Fsnapfitnessgava&amp;data=04%7C01%7C%7C09e50147b9b4415514dd08d951dcd25c%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C637630831128866427%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&amp;sdata=crhMLK7PimXuBs%2FWzV35g8a%2B6iXyAfbT%2BE4Mwt4k4lY%3D&amp;reserved=0" class="" rel="noreferrer"><span style="color: windowtext; text-decoration: none" class=""></span></a><span style="font-size: 8pt; font-family: Roboto" class="">  </span><a href="https://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.instagram.com%2Fsnapfitnessgava%2F&amp;data=04%7C01%7C%7C09e50147b9b4415514dd08d951dcd25c%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C637630831128876421%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&amp;sdata=d7t7eKpIxuTT83NisY7fqaR%2F%2FwGMEivPdG8%2BK30ay0U%3D&amp;reserved=0" class="" rel="noreferrer"><span style="color: windowtext; text-decoration: none" class=""></span></a> <span style="font-size: 8pt; font-family: Roboto" class=""> </span><a href="https://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.trendfitness247.com%2F&amp;data=04%7C01%7C%7C09e50147b9b4415514dd08d951dcd25c%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C637630831128876421%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&amp;sdata=xVQ%2FX48%2Bms1R1irnOm1WW2BX2aXr824H1Gsq5eUbcIc%3D&amp;reserved=0" class="" rel="noreferrer"><span style="color: windowtext; text-decoration: none" class=""></span></a>  <a href="https://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.trendfitness247.com%2F&amp;data=04%7C01%7C%7C09e50147b9b4415514dd08d951dcd25c%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C637630831128886458%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&amp;sdata=yz%2BeBwz94qvLE4HARz2P11Y4A4nQpGlD9o%2BYAy20Mrc%3D&amp;reserved=0" class="" rel="noreferrer"><span style="color: windowtext; text-decoration: none" class=""></span></a>
</div>
</div>
<div class=""><br class=""></div>
<div class="">
<br class=""><div class="">
<blockquote class="">
<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>
<br class="Apple-interchange-newline"><div class=""><div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px" class="">
	<div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px" class="">
<div class="">Hi NOEMI,</div>
<div class=""><br class=""></div>
<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>
<div class=""><br class=""></div>
</div>
</div></div>
</blockquote>
<br class=""><div class="">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>
<div class=""><br class=""></div>
<div class="">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>
<br class=""><blockquote class=""><div class=""><div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px" class=""><div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px" class="">
<div dir="ltr" class="">Please confirm again you ran the diagnostics test like below, and no error messages came back.</div>
<ol start="1" type="1" class="">
<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>
</ol>
</div></div></div></blockquote>
<div class="">We did it. All ok according to the diagnostic</div>
<blockquote class=""><div class=""><div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px" class=""><div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px" class="">
<ol start="1" type="1" class="">
</ol>
<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>
<div dir="ltr" class="">​<br class="">
</div>
<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>
</div></div></div></blockquote>
<div class=""><br class=""></div>We did it several times. Not working</div>
<div class="">
<br class=""><blockquote class=""><div class=""><div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px" class="">
<div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px" class="">
<div dir="ltr" class="">
<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>
</div>
<div dir="ltr" class="">​</div>
<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>
</div>
<div class="freshdesk_quote">
                          
                        </div>
</div>

	

</div></div></blockquote>
</div>
<br class="">
</div>
</div>
                          </span>
</blockquote>
                        </div>
</div>

	

</div>
</div></blockquote>
</div>
                          </span>
</blockquote>
                        </div>
</div>

	

</div>
</div></blockquote>
</div></div>
                          </span>
</blockquote>
                        </div>
</div>

	

</div></div></blockquote>
</div>
<br class="">
</div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4772