Subject: New Reply Received - Issues with virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 17 Dec 2021 07:28:46 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Issues with virtual   Ticket comment <div>Thanks Pritesh!
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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>
<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>
<td align="left" style="vertical-align:top;font-family:Arial"> | </td>
<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.eyJpZCI6MzYxMTE0NjMxNzksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.bo0f3XKBejhJqQrCrkygYFwY8UmGc3N7rqeSyWp4yRI" width="300" alt="" style="width:300px;min-width:300px;max-width:300px;font-size:0"></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="white-space:normal;color:#BFBFBF;font-size:10.67px;font-family:Arial;font-weight:700;font-style:normal;text-align:justify;width:370px"><tbody><tr style="font-size:8px"><td style="font-family:Verdana,sans-serif">Unsubscribe<span style="font-weight:400">: To unsubscribe from any further communications from this email address please reply UNSUBSCRIBE in the subject line of a reply email.<br>​</span><br>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>On 17/12/2021, at 8:10 PM, Les Mills International &lt;[email-masked]&gt; wrote:<br>
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<div dir="ltr">Hi Kris,</div>
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<div dir="ltr">That is great news!</div>
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<div dir="ltr">Seems like the update may have fixed the issue. Please continue to test it and do let us know how it goes.</div>
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Regards,<br>
Pritish<br>
Customer Services <br>
Les Mills Virtual App<br>
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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=55ce338b-f0d9-4fc0-a926-4078fd66a531&amp;auth=7c73db9ae66f853d5210c3e10e592c5b58c3d358-450a31e43ab4c2d8377510a9e92bb85856e0cf38" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5059</a>
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<blockquote class="freshdesk_quote">On Fri, 17 Dec at 8:56 AM <span class="separator">
, Kris Madsen &lt;[email-masked]&gt; wrote:
<div>Kia Ora team, </div>
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<div>Quick update!</div>
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<div>Correct version showing in APP as per below.</div>
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<div>When checking settings it shows that it is connected to WIFI.</div>
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<div>All virtual classes have been running fine since yesterday.</div>
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<div>Ben is checking internet connection and it is intermittent. Was struggling to connect to LMAV, however, it seems to be fine.</div>
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<div>Cheers <br>
<br>
<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">  | </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>
<td align="left" style="vertical-align:top;font-family:Arial"> | </td>
<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=55ce338b-f0d9-4fc0-a926-4078fd66a531&amp;auth=7c73db9ae66f853d5210c3e10e592c5b58c3d358-4956bc3efd43fc7f7c377c2a9cde7197ca5fffe6" 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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<blockquote class="freshdesk_quote">
<div>On 17/12/2021, at 1:27 AM, Les Mills International &lt;[email-masked]&gt; wrote:<br>
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<div dir="ltr">Hi Kris and Ben,</div>
<div dir="ltr">​<br>
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<div dir="ltr">Thank you for sharing the details and the screenshot.</div>
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<div dir="ltr">Unfortunately, we are unable to check the current app version at this end. Could you please make sure the internet is connected with the iPad and then you check the app update? As it seems that the iPad does not have any internet connectivity
 at this stage. </div>
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<div dir="ltr">Also, you could check the version of the App by:</div>
<div dir="ltr">Opening the app in the admin mode</div>
<div dir="ltr">Going to Settings</div>
<div dir="ltr">Taping on Versions from the left-hand side and checking the version. </div>
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<div dir="ltr">If updated it should show 1.15.0 (402)</div>
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<div dir="ltr">Do let us know if you have any questions. </div>
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<div dir="ltr">Regards,</div>
<div dir="ltr">Pritish</div>
<div dir="ltr">Customer Services </div>
<div dir="ltr">​Les Mills Virtual App<br>
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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=55ce338b-f0d9-4fc0-a926-4078fd66a531&amp;auth=7c73db9ae66f853d5210c3e10e592c5b58c3d358-450a31e43ab4c2d8377510a9e92bb85856e0cf38" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5059</a> </div>
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<blockquote class="freshdesk_quote">On Thu, 16 Dec at 10:59 AM <span class="separator">
, Kris Madsen &lt;[email-masked]&gt; wrote:
<div>Thanks Ben and Desiré! </div>
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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">  | </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>
<td align="left" style="vertical-align:top;font-family:Arial"> | </td>
<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=55ce338b-f0d9-4fc0-a926-4078fd66a531&amp;auth=7c73db9ae66f853d5210c3e10e592c5b58c3d358-4956bc3efd43fc7f7c377c2a9cde7197ca5fffe6" 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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<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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<img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYxMTEzMjI1MTYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.pVWRM-vi45J5cLImzVHxXy-oYsbYwOKHrPA1hPMiEU4"><br>
<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>
<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>
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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=55ce338b-f0d9-4fc0-a926-4078fd66a531&amp;auth=7c73db9ae66f853d5210c3e10e592c5b58c3d358-4956bc3efd43fc7f7c377c2a9cde7197ca5fffe6" 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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<blockquote>On 16/12/2021, at 9:35 AM, Kris Madsen &lt;[email-masked]&gt; wrote:<br>
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<blockquote>
<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>
<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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<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>
<div dir="ltr">​<br>
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<div dir="ltr">Thank you for sharing with us requested information.</div>
<div dir="ltr">
<br>
</div>
<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>
<div>
<br>
</div>
<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>
<div>
<br>
</div>
<div>Once the App has updated you will have the option to "Open" the app, please Open the App. </div>
<div>
<br>
</div>
<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>
<div>
<br>
</div>
<div dir="ltr">Please let us know your questions. </div>
</div>
<div dir="ltr">
<br>
</div>
<div dir="ltr">Best Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App</div>
<div dir="ltr">
<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=55ce338b-f0d9-4fc0-a926-4078fd66a531&amp;auth=7c73db9ae66f853d5210c3e10e592c5b58c3d358-450a31e43ab4c2d8377510a9e92bb85856e0cf38" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5059</a> </div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5059