Subject: New Reply Received - 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,  The customer has responded to the ticket.  INCIDENCIA CON ACTUALIZACION IPAD  Ticket comment <div>Hello Khali,</div>
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<div>The password is:</div>
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<div>Trendfitness247!</div>
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<div>Thanks</div>
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<div>Sergio<br><br><div dir="ltr">Enviado desde mi iPhone</div>
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<br><blockquote>El 9 ago 2021, a las 6:01, Les Mills International &lt;[email-masked]&gt; escribió:<br><br>
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<div dir="ltr">Hi Sergio,</div>
<div dir="ltr">​<br>
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<div dir="ltr">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?</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
                            Sáb., 7 Ago. a las  6:27 PM
                            <span class="separator">,  Les Mills International &lt;[email-masked]&gt;  escribió:
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<div dir="ltr" style='box-sizing: border-box; word-break: break-word; overflow-wrap: break-word; color: rgb(24, 50, 71); font-family: "Helvetica Neue", Helvetica, Arial, sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px;  text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial'>Hi Sergio,</div>
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<div dir="ltr">Thank you for your reply and for providing us the screenshots.</div>
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<div dir="ltr">This is much appreciated. We are investigating this further with our team and will get back to you with further details.</div>
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<div dir="ltr">Please expect a follow-up on Monday or Tuesday.</div>
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<div dir="ltr">Thanks again for your patience and understanding.</div>
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<div dir="ltr">Best Regards,</div>
<div dir="ltr">Pritish</div>
<div dir="ltr">Customer Services</div>
<div dir="ltr">Les Mills Virtual App</div>
<div>​<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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                            Sáb., 7 Ago. a las  4:09 AM
                            <span class="separator">,  NOEMI &lt;[email-masked]&gt;  escribió:
                            <div>Hi Olesia,</div>
<div><br></div>
<div>App updated in BIKE STUDIO ipad and login with the password. Picture 1 attached with the usual result.</div>
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<div>THE TRIP ipad not working after app downloading (picture 2)</div>
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<div>VIRTUAL STUDIO ipad not synchronized after remove, update and all the things we can do according to your tips.</div>
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<div>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.</div>
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<div>Sergio</div>
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<div>Picture 1</div>
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<img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTk2MjcxOTQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.7mwAqdMNqC3ccoq82FA7iuRzbCUh1TvZ6IbxtB742aA"><br>
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<div>Picture 2</div>
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<img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTk2MjcxOTYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.72yGgN2HkOeImerDvZowG8emuISzdxxnrWVLYiOTSk8"><br>
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<br><br><div dir="ltr">Enviado desde mi iPhone</div>
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<br><blockquote>El 6 ago 2021, a las 14:34, Les Mills International &lt;[email-masked]&gt; escribió:<br><br>
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<div>Hi NOEMI,</div>
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<div dir="ltr">​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. </div>
<div dir="ltr">Go to the App Store &gt; Select the Updates Screen &gt; Choose to update the Les Mills Virtual App if that is an option for at least one of the iPads. </div>
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<div dir="ltr">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. </div>
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<div dir="ltr">​Thanks!<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 11:23 PM
                            <span class="separator">,  NOEMI &lt;[email-masked]&gt;  escribió:
                            <div>Hi again Olesia,</div>
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<div class="">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).</div>
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<div class="">Sergio</div>
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<img id="548B95BE-05BA-42BE-A99D-9BBEF900282F" height="480" width="640" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTk1OTc1ODYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.QfL_cGGp5DEqhxWvr2WFmSNrh5j1zxfmZr9WwUaMR28" class=""><img id="61AA338D-426D-4529-94DD-74161D7DA2C0" height="480" width="640" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTk1OTc1ODcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.uZKQ19nxtBPUll8XH6vHxyYaYk6QPVyyKK9ECNoJWfs" class="">
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<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>
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<div dir="ltr" class="">Hi Sergio,</div>
<div dir="ltr" class="">​<br class="">
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<div dir="ltr" class="">Thank you for your reply and screenshot.</div>
<div dir="ltr" class="">​<br class="">
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<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>
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<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>
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<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>
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<div dir="ltr" class="">Please let us know if the diagnostics test detects any errors and what those errors are.</div>
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<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>
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</div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4772