Subject: New Reply Received - Issues with virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 15 Dec 2021 21:59:34 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Issues with virtual   Ticket comment <div>Thanks Ben and Desiré!
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<div>I have just cc’d LMI help desk on here and hopefully they can confirm &#128076;&#127997;</div>
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<div>Cheers <br>
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<div dir="ltr">Kris Madsen
<div>Group Fitness Manager</div>
<div>Les Mills Hutt City</div>
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<td align="left" style="vertical-align:top;color:#000001;font-family:Arial">Kris Madsen<span style="font-family:remialcxesans;font-size:1px;color:#FFFFFF;line-height:1px">​</span>
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<td align="left" style="vertical-align:top;font-family:Arial">Les Mills Wellington Hutt City</td>
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<td align="left" style="vertical-align:top;font-family:Arial"><a href="mailto:[email-masked]" target="_blank" id="LPlnk689713" style="text-decoration:none;color:#0070C0" rel="noreferrer"><strong style="font-weight:400"><span style="text-decoration:underline">[email-masked]</span></strong></a></td>
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<td align="left" style="vertical-align:top;font-family:Arial">7 Pretoria Street, Lower Hutt</td>
<td align="left" style="vertical-align:top;font-family:Arial">, </td>
<td align="left" style="vertical-align:top;font-family:Arial">Wellington</td>
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<td align="left" style="vertical-align:top;font-family:Arial"><a href="http://www.lesmills.co.nz/" target="_blank" id="LPlnk689713" style="text-decoration:none;color:#0070C0" rel="noreferrer"><strong style="font-weight:400"><span style="text-decoration:underline">www.lesmills.co.nz</span></strong></a></td>
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<tr style="font-size:0"><td align="left" style="vertical-align:top"><table cellpadding="0" cellspacing="0" border="0" style="font-size:0;color:#7F7F7F;font-style:normal;font-weight:400;white-space:nowrap"><tbody><tr style="font-size:10.67px"><td align="left" style="vertical-align:top;font-family:Arial">P: <a target="_blank" id="LPlnk689713" style="text-decoration:none;color:#7F7F7F" rel="noreferrer"><strong style="font-weight:400">(04)8030154</strong></a> </td></tr></tbody></table></td></tr>
<tr style="font-size:0"><td align="left" style="vertical-align:top"><table cellpadding="0" cellspacing="0" border="0" style="font-size:0;line-height:normal"><tbody><tr style="font-size:0"><td align="left" style="padding:10px 0;vertical-align:top"><a href="http://www.lesmills.co.nz/" target="_blank" id="LPlnk689713" style="text-decoration:none" rel="noreferrer"><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYxMTEzMjI1MTksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.z3G9Gzi2-CPMApT29-FmmiRlv_aAr3gxkFjzev0T5nw" width="300" alt="" style="width:300px;min-width:300px;max-width:300px;font-size:0"></a></td></tr></tbody></table></td></tr>
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<div>On 16/12/2021, at 10:17 AM, Ben De Wever &lt;[email-masked]&gt; wrote:<br>
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<div dir="ltr"> Hey Kris,
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<div>Just has a look with Desiré,</div>
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<div>We couldnt find any button to update, it just says 'open' which would suggest that it's already been updated? Pic attached. Desire just mentioned she actually updated the ipad yesterday and reinstalled the virtual app along with that. So i actually think
 she may have fixed it then (wohoo). Are we able to check in with LMI again to make sure they can see that we infact are on the latest version?</div>
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<div>Also just to note - we couldnt figure out the guided access part. Triple tapping the lock button didnt do anything (and there's no home button)</div>
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<div dir="ltr">Sent from my iPhone</div>
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<td align="left" style="vertical-align:top;color:#000001;font-family:Arial">Ben De Wever<span style="font-family:remialcxesans;font-size:1px;color:#FFFFFF;line-height:1px">​</span>
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<td align="left" style="vertical-align:top;font-family:Arial">Les Mills Wellington Hutt City</td>
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<td align="left" style="vertical-align:top;font-family:Arial"><a href="mailto:[email-masked]" target="_blank" id="LPlnk689713" style="text-decoration:none;color:#0070C0" rel="noreferrer"><strong style="font-weight:400"><span style="text-decoration:underline">[email-masked]</span></strong></a></td>
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<td align="left" style="vertical-align:top;font-family:Arial">7 Pretoria Street, Lower Hutt</td>
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<td align="left" style="vertical-align:top;font-family:Arial"><a href="http://www.lesmills.co.nz/" target="_blank" id="LPlnk689713" style="text-decoration:none;color:#0070C0" rel="noreferrer"><strong style="font-weight:400"><span style="text-decoration:underline">www.lesmills.co.nz</span></strong></a></td>
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<td align="left" style="vertical-align:top;font-family:Arial">P: <a target="_blank" id="LPlnk689713" style="text-decoration:none;color:#7F7F7F" rel="noreferrer"><strong style="font-weight:400">(04) 803 0146</strong></a> </td>
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<td align="left" style="vertical-align:top;font-family:Arial"> M: <a target="_blank" id="LPlnk689713" style="text-decoration:none;color:#7F7F7F" rel="noreferrer"><strong style="font-weight:400">021 911 225</strong></a>
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<blockquote>On 16/12/2021, at 9:35 AM, Kris Madsen &lt;[email-masked]&gt; wrote:<br>
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<div dir="ltr"> Hey Kea &amp; Ben
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<div>Would one of you be able to pop into the cycle studio and follow the upgrade below that I received from LMI help desk?</div>
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<div>Thank you &#128591;&#127997; hopefully this is will fix the problem.</div>
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<div>X<br>
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<div dir="ltr">Kris Madsen
<div>Group Fitness Manager</div>
<div>Les Mills Hutt City</div>
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Begin forwarded message:<br>
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<td align="left" style="vertical-align:top;font-family:Arial">Les Mills Wellington Hutt City</td>
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<td align="left" style="vertical-align:top;font-family:Arial"><a href="mailto:[email-masked]" target="_blank" id="LPlnk689713" style="text-decoration:none;color:#0070C0" rel="noreferrer"><strong style="font-weight:400"><span style="text-decoration:underline">[email-masked]</span></strong></a></td>
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<td align="left" style="vertical-align:top;font-family:Arial"><a href="http://www.lesmills.co.nz/" target="_blank" id="LPlnk689713" style="text-decoration:none;color:#0070C0" rel="noreferrer"><strong style="font-weight:400"><span style="text-decoration:underline">www.lesmills.co.nz</span></strong></a></td>
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<td align="left" style="vertical-align:top;font-family:Arial">P: <a target="_blank" id="LPlnk689713" style="text-decoration:none;color:#7F7F7F" rel="noreferrer"><strong style="font-weight:400">(04)8030154</strong></a> </td>
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<b>From:</b> Les Mills International &lt;[email-masked]&gt;<br>
<b>Date:</b> 16 December 2021 at 9:08:14 AM NZDT<br>
<b>To:</b> Kris Madsen &lt;[email-masked]&gt;<br>
<b>Subject:</b> <b>Re: Issues with virtual</b><br>
<b>Reply-To:</b> Les Mills International &lt;[email-masked]&gt;<br>
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<div dir="ltr">Hi Kris,</div>
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<div dir="ltr">Thank you for sharing with us requested information.</div>
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<div dir="ltr">We can see that you are using old App version. Please follow the below sequence to update your Les Mills Virtual App. 
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<div>Exit out of Guided Access by triple clicking the Home button, or <span style='font-family: "Helvetica Neue", Helvetica, Arial, sans-serif, "Helvetica Neue", Helvetica, Arial, sans-serif'>
triple clicking the Lock button depending on your iPad model. </span> </div>
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<div>Navigate to the Apple App Store, which is a blue icon &gt; Search for Les Mills Virtual &gt; Choose "Update" next to the app. </div>
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<div>Once the App has updated you will have the option to "Open" the app, please Open the App. </div>
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<div>Enter back into Guided Access mode by triple clicking the Home button, or triple clicking the Lock button depending on your iPad model. </div>
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<div dir="ltr">Please let us know your questions. </div>
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<div dir="ltr">Best Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App</div>
<div dir="ltr">
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Ticket: <a href="https://ddec1-0-en-ctp.trendmicro.com:443/wis/clicktime/v1/query?url=https%3a%2f%2flesmillsvirtualapp.freshdesk.com%2fhelpdesk%2ftickets%2f5059&amp;umid=6521a010-e63f-460c-9e5e-b79b67965c08&amp;auth=7c73db9ae66f853d5210c3e10e592c5b58c3d358-ad27f7d702d26a419b0132d3d7528d6e6ccc29e8" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5059</a>
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<div class="freshdesk_quote">
<blockquote class="freshdesk_quote">On Thu, 16 Dec at 7:33 AM <span class="separator">
, Kris Madsen &lt;[email-masked]&gt; wrote:
<div>Morning, </div>
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<div>7aM virtual rpm ran perfectly this morning fyi.</div>
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<div>Cheers </div>
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<div dir="ltr">Kris Madsen
<div>Group Fitness Manager</div>
<div>Les Mills Hutt City</div>
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<td align="left" style="vertical-align:top;color:#000001;font-family:Arial">Kris Madsen<span style="font-family:remialcxesans;font-size:1px;color:#FFFFFF;line-height:1px">​</span>
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<td align="left" style="vertical-align:top;font-family:Arial">Group Fitness Manager</td>
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<td align="left" style="vertical-align:top;font-family:Arial">Les Mills Wellington Hutt City</td>
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<td align="left" style="vertical-align:top;font-family:Arial"><a href="mailto:[email-masked]" target="_blank" id="LPlnk689713" style="text-decoration:none;color:#0070C0" rel="noreferrer"><strong style="font-weight:400"><span style="text-decoration:underline">[email-masked]</span></strong></a></td>
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<td align="left" style="vertical-align:top;font-family:Arial">7 Pretoria Street, Lower Hutt</td>
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<td align="left" style="vertical-align:top;font-family:Arial"><a href="https://ddec1-0-en-ctp.trendmicro.com:443/wis/clicktime/v1/query?url=http%3a%2f%2fwww.lesmills.co.nz&amp;umid=6521a010-e63f-460c-9e5e-b79b67965c08&amp;auth=7c73db9ae66f853d5210c3e10e592c5b58c3d358-ffea2a0f0e24d3de5e9b9fa4064522f5b12b440c" target="_blank" id="LPlnk689713" style="text-decoration:none;color:#0070C0" rel="noreferrer"><strong style="font-weight:400"><span style="text-decoration:underline">www.lesmills.co.nz</span></strong></a></td>
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<div class="freshdesk_quote">
<blockquote class="freshdesk_quote">
<div>On 15/12/2021, at 8:17 PM, Les Mills International &lt;[email-masked]&gt; wrote:<br>
<br>
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<div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px">
<div style="font-family:Helvetica Neue, Helvetica, Arial, sans-serif; font-size:13px">
<div dir="ltr">Hi Kris,</div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">Thank you for reaching out to us. </div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">​Could you please confirm if the Club's Virtual Username is <a href="mailto:[email-masked]?" rel="noreferrer">
[email-masked]?</a> </div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">Also, what programs you are facing issues with? Could you please provide us the day and time when the classes are freezing?</div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">​Lastly do you see any error message when this happens?</div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">Looking forward to your reply soon.</div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">​Best Regards,</div>
<div dir="ltr">Pritish</div>
<div dir="ltr">Customer Services</div>
<div dir="ltr">Les Mills Virtual App<br>
<br>
Ticket: <a href="https://ddec1-0-en-ctp.trendmicro.com:443/wis/clicktime/v1/query?url=https%3a%2f%2flesmillsvirtualapp.freshdesk.com%2fhelpdesk%2ftickets%2f5059&amp;umid=6521a010-e63f-460c-9e5e-b79b67965c08&amp;auth=7c73db9ae66f853d5210c3e10e592c5b58c3d358-ad27f7d702d26a419b0132d3d7528d6e6ccc29e8" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5059</a> </div>
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<div class="freshdesk_quote">
<blockquote class="freshdesk_quote">On Wed, 15 Dec at 4:58 PM <span class="separator">
, Kris Madsen &lt;[email-masked]&gt; wrote:
<div>Hey team,<br>
<br>
We are having the following issues with our virtual:<br>
<br>
• class starting and then stopping 5mins in. Having to manually start another class.<br>
• freezing and or glitchy.<br>
<br>
Our service guy Marty Kaufman has been in a few times and tried changing our adaptor, but he believe it may be the iPad not talking to the system.<br>
<br>
Hopefully you can help.<br>
<br>
Cheers <br>
<br>
Kris Madsen<br>
Group Fitness Manager<br>
Les Mills Hutt City</div>
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<td align="left" style="vertical-align:top;color:#000001;font-family:Arial">Kris Madsen<span style="font-family:remialcxesans;font-size:1px;color:#FFFFFF;line-height:1px">​</span>
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<td align="left" style="vertical-align:top;font-family:Arial">  | </td>
<td align="left" style="vertical-align:top;font-family:Arial">Group Fitness Manager</td>
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<td align="left" style="vertical-align:top;font-family:Arial">Les Mills Wellington Hutt City</td>
<td align="left" style="vertical-align:top;font-family:Arial"> | </td>
<td align="left" style="vertical-align:top;font-family:Arial"><a href="mailto:[email-masked]" target="_blank" id="LPlnk689713" style="text-decoration:none;color:#0070C0" rel="noreferrer"><strong style="font-weight:400"><span style="text-decoration:underline">[email-masked]</span></strong></a></td>
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<td align="left" style="vertical-align:top;font-family:Arial">7 Pretoria Street, Lower Hutt</td>
<td align="left" style="vertical-align:top;font-family:Arial">, </td>
<td align="left" style="vertical-align:top;font-family:Arial">Wellington</td>
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<td align="left" style="vertical-align:top;font-family:Arial"><a href="https://ddec1-0-en-ctp.trendmicro.com:443/wis/clicktime/v1/query?url=http%3a%2f%2fwww.lesmills.co.nz&amp;umid=6521a010-e63f-460c-9e5e-b79b67965c08&amp;auth=7c73db9ae66f853d5210c3e10e592c5b58c3d358-ffea2a0f0e24d3de5e9b9fa4064522f5b12b440c" target="_blank" id="LPlnk689713" style="text-decoration:none;color:#0070C0" rel="noreferrer"><strong style="font-weight:400"><span style="text-decoration:underline">www.lesmills.co.nz</span></strong></a></td>
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