Subject: Ticket re-opened - [#4772] INCIDENCIA CON ACTUALIZACION IPAD
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 09 Aug 2021 06:24:04 +0000

Hi Pritish Nandi,  Ticket “#4772 – INCIDENCIA CON ACTUALIZACION IPAD” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4772 to view the ticket.  Ticket comment   Hello Khali, 
   
 The password is: 
   
 Trendfitness247! 
   
 Thanks 
   
 Sergio   Enviado desde mi iPhone 
 
  El 9 ago 2021, a las 6:01, Les Mills International <[email-masked]> escribió:  

   
	 
 Hi Sergio, 
 ​ 
 
 We've escalated this to Salesforce to investigate as it's looking like it could either be a Salesforce or TRP (scheduler) issue. Would you be able to please provide us with your scheduler password? 
 ​ 
 
 Thanks 
 Khali  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4772

                           
                            El
                            Sáb., 7 Ago. a las  6:27 PM
                            ,  Les Mills International <[email-masked]>  escribió:
                             
 Hi Sergio, 
   
 Thank you for your reply and for providing us the screenshots. 
   
 This is much appreciated. We are investigating this further with our team and will get back to you with further details. 
   
 Please expect a follow-up on Monday or Tuesday. 
   
 Thanks again for your patience and understanding. 
   
 Best Regards, 
 Pritish 
 Customer Services 
 Les Mills Virtual App 
 ​  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4772

 
                           
                            El
                            Sáb., 7 Ago. a las  4:09 AM
                            ,  NOEMI <[email-masked]>  escribió:
                             Hi Olesia, 
   
 App updated in BIKE STUDIO ipad and login with the password. Picture 1 attached with the usual result. 
   
 THE TRIP ipad not working after app downloading (picture 2) 
   
 VIRTUAL STUDIO ipad not synchronized after remove, update and all the things we can do according to your tips. 
   
 Finally, all our 3 devices have good internet connection (tested in and out of the club) and the only data synchronized is the name of the studio, but there’s a problem with the schedule and the software shows us ipad offline or unlinked. 
   
 Sergio 
   
 Picture 1 

 
   
 Picture 2 

 
 
   Enviado desde mi iPhone 
 
  El 6 ago 2021, a las 14:34, Les Mills International <[email-masked]> escribió:  

   
	 
 Hi NOEMI, 
 ​ 
 
 ​Thank you for your patience as we sort through what could be causing this problem. I know it seems silly, but can you please update your App version if possible on each iPad. This will continue to help us troubleshoot. To update the App, please follow the below sequence.&nbsp; 
 Go to the App Store > Select the Updates Screen > Choose to update the Les Mills Virtual App if that is an option for at least one of the iPads.&nbsp; 
 ​ 
 
 After updating the app, please open the App and try to log in with your password once again by going to Settings, and under Account on the lower left side, please choose to "Login with my new password". This should re-establish a connection if the internet is strong.&nbsp; 
 ​ 
 
 ​Thanks!  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4772

 
                           
                            El
                            Vie., 6 Ago. a las 11:23 PM
                            ,  NOEMI <[email-masked]>  escribió:
                             Hi again Olesia, 
   
 we attach pictures of our devices. As you can see, the diagnostics are ok (good internet connection, good sync with the scheduler) but the problem is still there trough the scheduler. We did all that you requested but there´s no way to sync the iPads with your software (the only info that we can sync is the name of the studio). 
   
 Sergio 

 

 El 6 ago 2021, a las 7:33, Les Mills International <[email-masked]> escribió: 

 Hi Sergio, 
 ​ 
 
 Thank you for your reply and screenshot. 
 ​ 
 
 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. 

 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. 
   
 Tap the padlock to the top right of the App 
 Enter your admin code 
 Navigate to SETTINGS > Version > Run diagnostics&nbsp;

 Please let us know if the diagnostics test detects any errors and what those errors are. 

 Kind regards, Olesia Customer Services Les Mills Virtual App  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4772