Subject: New Reply Received - Trouble with login
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 11 Mar 2022 04:08:10 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Trouble with login  Ticket comment <div style="font-family: Arial, Helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0); background-color: rgb(255, 255, 255)" class="elementToProof">
Hi Dan,</div>
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Thanks for the call.</div>
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We have pushed this issue to the next level of support from us and waiting for a reply.</div>
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I have added the support information to your iPad app and the link is below.</div>
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<a href="https://lesmillsvirtualapp.freshdesk.com/en/support/home" id="LPNoLPOWALinkPreview" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/home</a><br>
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We hope to hear from them shortly.</div>
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<span style="margin: 0px; font-size: 10pt; font-family: Arial, Helvetica, sans-serif; color: rgb(33, 33, 33)">Cheers,</span><br>
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<span lang="EN-US" style="margin: 0px; font-size: 10pt; font-family: Arial, Helvetica, sans-serif">Scott Lambert </span><span lang="EN-US" style="margin:0px;font-size:8pt;font-family:Arial, sans-serif, serif, EmojiFont"><span style="margin: 0px; font-size: 10pt; color: rgb(127, 127, 127); font-family: Arial, Helvetica, sans-serif">|
 Business Partnership Manager</span><span style="margin: 0px; color: rgb(127, 127, 127)"><br>
</span><span style="margin: 0px; font-size: 10pt; color: rgb(127, 127, 127); font-family: Arial, Helvetica, sans-serif">Les Mills Asia Pacific</span></span><span style="margin: 0px; font-size: 10pt; font-family: Arial, Helvetica, sans-serif; color: rgb(127, 127, 127)"> |</span><span style="margin: 0px; font-size: 10pt; font-family: Arial, sans-serif, serif, EmojiFont; color: rgb(127, 127, 127)"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 10pt"> </span></span><span style="margin: 0px; font-size: 8pt; font-family: Arial, sans-serif, serif, EmojiFont; color: rgb(127, 127, 127)"><a href="mailto:[email-masked]" style="margin:0px" rel="noreferrer"><span style="margin: 0px; font-size: 10pt; font-family: Arial, Helvetica, sans-serif">[email-masked]</span></a><span style="margin:0px"><br>
</span></span><span style="margin: 0px; font-size: 10pt; font-family: Arial, Helvetica, sans-serif; color: rgb(127, 127, 127)">PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style="margin: 0px; font-size: 8pt; font-family: Arial, sans-serif, serif, EmojiFont; color: rgb(127, 127, 127)"><br>
</span><span style="margin: 0px; font-size: 10pt; font-family: Arial, Helvetica, sans-serif; color: rgb(127, 127, 127)">Tel +61</span><span style="margin: 0px; font-size: 8pt; font-family: Arial, sans-serif, serif, EmojiFont; color: rgb(127, 127, 127)"><span style="margin: 0px; font-size: 10pt; font-family: Arial, Helvetica, sans-serif"> 2 </span><span style="margin: 0px; font-size: 10pt; font-family: Arial, Helvetica, sans-serif">6215
 8116 </span><span style="margin:0px;font-size:11px"><span style="margin: 0px; font-size: 10pt; font-family: Arial, Helvetica, sans-serif">| </span><span style="margin:0px;font-size:10.6667px"><a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer" style="margin:0px"><span style="margin: 0px; font-size: 10pt; font-family: Arial, Helvetica, sans-serif">www.lesmills.com.au</span></a></span><span style="margin: 0px; font-size: 10pt; font-family: Arial, Helvetica, sans-serif"> </span><span style="margin:0px;font-size:10.6667px"><span style="margin: 0px; font-size: 10pt; font-family: Arial, Helvetica, sans-serif">|</span><span style="margin:0px;font-size:10pt"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 10pt"> </span></span><span style="margin:0px"><a href="https://www.linkedin.com/in/scott-lambert-453847104/" style="margin:0px" rel="noreferrer"><span style="margin: 0px; font-size: 10pt; font-family: Arial, Helvetica, sans-serif">LinkedIn</span></a></span></span></span></span>
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<span style="margin: 0px; font-size: 8pt; font-family: Arial, sans-serif, serif, EmojiFont; color: rgb(127, 127, 127)"><span style="margin:0px;font-size:11px"><span style="margin: 0px; font-size: 10pt; font-family: Arial, Helvetica, sans-serif">Contact Hours:
 Monday to Friday 8.30 am to 5 pm</span></span></span>
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<span style="margin: 0px; font-size: 8pt; font-family: Arial, sans-serif, serif, EmojiFont; color: rgb(127, 127, 127)"><span style="margin:0px;font-size:11px"><span style="margin:0px;font-size:10.6667px"><br>
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<span style="margin: 0px; font-size: 8pt; font-family: Arial, sans-serif, serif, EmojiFont; color: rgb(127, 127, 127)"><span style="margin:0px;font-size:11px"><span style="margin: 0px; font-size: 10pt; color: rgb(12, 100, 192); font-family: Arial, Helvetica, sans-serif"><b>2022
 Les Mills Events Calendar (including Workshop, Music Release, and Virtual Content Dates-</b></span><span style="margin: 0px; font-size: 10pt; color: rgb(12, 100, 192)"><b><span style="font-family: Arial, Helvetica, sans-serif; font-size: 10pt"> </span></b></span><span style="margin: 0px; font-size: 10.6667px; color: rgb(12, 100, 192)"><b><span style="margin:0px;font-size:10pt"><a href="https://www.lesmills.com.au/calendar/AUS-2022" title="https://www.lesmills.com.au/calendar/AUS-2022" style="margin:0px" rel="noreferrer"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 10pt">Click
 here</span></a></span></b></span></span></span>
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</span><span style="font-family: Arial, Helvetica, sans-serif; font-size: 10pt; text-align: start; display: inline !important">The 2021 Global Fitness Report revealed that the right fitness equipment can turn members into advocates, loyal fans and promoters.
 Ask me about financing options for SMART TECH fitness equipment today and discover how great equipment can be great for your business.</span>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: Jasmine Bourchier &lt;[email-masked]&gt;<br>
<b>Sent:</b> Friday, 11 March 2022 2:00 PM<br>
<b>To:</b> [email-masked] &lt;[email-masked]&gt;<br>
<b>Cc:</b> Greg Cartagena &lt;[email-masked]&gt;; Les Mills International &lt;[email-masked]&gt;; Scott Lambert &lt;[email-masked]&gt;<br>
<b>Subject:</b> Dan from Ezfyfit - Virtual Troubleshooting
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Hi LMI Level 2 Support,</div>
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We are in need of your urgent support.</div>
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I have tried the hard reset option on the iPad and it still not helping link the devices to the scheduler. See screenshot below</div>
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<img class="x_w-1892 x_h-756" style="max-width:100%" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYxMTkwMzUzMDcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.EDj1nZVo9xHdrEOSFYOQDYf6jwRSzhS0NMVRCK0gTzU" data-id="36119035307"><br>
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<a id="OWAAM100982" class="x_J9Y1oNF3ZpoR5LC3M2PHm x_mention x_ms-bgc-nlr x_ms-fcl-b" href="mailto:[email-masked]" rel="noreferrer">@[email-masked]</a> can you please screenshot the downloads in progress (under manager devices in settings) and the "wheels of death"
 logos on the timetable screen on the home page of the iPad and send this through to us and LMI?</div>
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Hopefully, that will give them more clarity on where we are at with this.</div>
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<b><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont">Jasmine Bourchier </span></b><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont; color:gray">| Business Partnership Manager for QLD</span><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont"></span>
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<span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont; color:gray">tel +61 2 6215 8120 | fax +612 6282 0563 | <span class="x_x_Object" id="x_x_OBJ_PREFIX_DWT5598_com_zimbra_url" style="color:rgb(0,90,149)"><span style="color:blue"><span class="x_x_Object" id="x_x_OBJ_PREFIX_DWT688_com_zimbra_url" style="color:rgb(0,90,149)"><span class="x_x_Object" id="x_x_OBJ_PREFIX_DWT691_com_zimbra_url"><a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer" id="LPNoLP" title="http://www.lesmills.com.au/
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 equipment can turn members into advocates, loyal fans and promoters. Ask me about financing options for SMART TECH fitness equipment today and discover how great equipment can be great for your business.</span><br>
</div>
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<font color="#000000" style="font-size:11pt"><b>From:</b> Jasmine Bourchier &lt;[email-masked]&gt;<br>
<b>Sent:</b> Friday, 11 March 2022 1:34 PM<br>
<b>To:</b> [email-masked] &lt;[email-masked]&gt;<br>
<b>Cc:</b> Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: New Reply Received - Trouble with login</font>
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Hey Dan,<br>
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I am calling you now about a hard reset of the ipad. </div>
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Please open this link on the call</div>
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Press and hold the top button until the power-off slider appears. Drag the slider, then wait for 30 seconds for your device to turn off. If your device is frozen or unresponsive, force-restart your device. To turn your device back on, press and hold the top
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<b><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont">Jasmine Bourchier </span></b><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont; color:gray">| Business Partnership Manager for QLD</span><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont"></span>
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<span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont; color:gray">Les Mills Asia Pacific | <span class="x_x_x_Object" id="x_x_x_OBJ_PREFIX_DWT687_ZmEmailObjectHandler" style="color:rgb(0,90,149)"><span class="x_x_x_Object" id="x_x_x_OBJ_PREFIX_DWT690_ZmEmailObjectHandler"><a href="mailto:[email-masked]" target="_blank" rel="noreferrer" title="[email-masked]" id="LPNoLP" style="color:rgb(0,90,149)"><span class="x_x_x_Object" id="x_x_x_OBJ_PREFIX_DWT11767_com_zimbra_email"><span class="x_x_x_Object" id="x_x_x_OBJ_PREFIX_DWT3871_com_zimbra_email">[email-masked]</span></span></a></span></span></span><span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont"><br>
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<span style="font-size:7.5pt; font-family:arial,sans-serif,serif,EmojiFont; color:gray">tel +61 2 6215 8120 | fax +612 6282 0563 | <span class="x_x_x_Object" id="x_x_x_OBJ_PREFIX_DWT5598_com_zimbra_url" style="color:rgb(0,90,149)"><span style="color:blue"><span class="x_x_x_Object" id="x_x_x_OBJ_PREFIX_DWT688_com_zimbra_url" style="color:rgb(0,90,149)"><span class="x_x_x_Object" id="x_x_x_OBJ_PREFIX_DWT691_com_zimbra_url"><a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer" id="LPNoLP" title="http://www.lesmills.com.au/
Ctrl+Click or tap to follow the link" style="color:rgb(0,90,149)">www.lesmills.com.au</a></span></span></span></span></span>
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 DATES CALENDAR 2022</a></span><span lang="en-US" style="font-weight:normal; font-size:10pt; line-height:16px; font-family:Arial,Arial_EmbeddedFont,Arial_MSFontService,sans-serif,serif,EmojiFont; color:black"><span style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont"> </span></span>
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<span style="font-family:Arial,Helvetica,sans-serif; font-size:10pt; font-variant-ligatures:none; font-weight:400; background-color:rgb(255,255,255); line-height:normal; display:inline!important">The 2021 Global Fitness Report revealed that the right fitness
 equipment can turn members into advocates, loyal fans and promoters. Ask me about financing options for SMART TECH fitness equipment today and discover how great equipment can be great for your business.</span><br>
</div>
</b></span></b>
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<blockquote>
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<b>From:</b> Les Mills International &lt;[email-masked]&gt;<br>
<b>Date:</b> 11 March 2022 at 11:45:40 am AEST<br>
<b>To:</b> Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Subject:</b> <b>New Reply Received - Trouble with login</b><br>
<b>Reply-To:</b> Les Mills International &lt;[email-masked]&gt;<br>
<br>
</div>
</blockquote>
<blockquote>
<div dir="ltr">
<div style="font-family:Helvetica Neue,Helvetica,Arial,sans-serif; font-size:13px">
<div style="margin-top:0px; margin-bottom:0px">Hi Greg Cartagena,<br>
<br>
The customer has responded to the ticket.<br>
<br>
Trouble with login<br>
<br>
Ticket comment<br>
</div>
<div style="font-family:Arial,Helvetica,sans-serif; font-size:10pt; color:rgb(0,0,0); background-color:rgb(255,255,255)">
Hi Dan,<br>
</div>
<div>
<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>
<br>
</div>
<div dir="ltr">These are the instructions from LMI Virtual support for the scheduler programs downloading solution. Please let LMI know how you go and keep Greg and I copied in.</div>
<div>
<br>
</div>
<div style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; 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; background-color:rgb(245,247,249); text-decoration-style:initial; text-decoration-color:initial; line-height:18px">
<br>
<br style="box-sizing:border-box">
</div>
<div style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; 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; background-color:rgb(245,247,249); text-decoration-style:initial; text-decoration-color:initial; line-height:18px">
1. <a href="https://uk.lesmillsvirtual.com/virtual/login" rel="noreferrer" target="" style="box-sizing:border-box; background-color:transparent; color:rgb(44,92,197); text-decoration:none">
Log into the Virtual scheduler </a>tool via your desktop with your Virtual username and password.</div>
<div style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; 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; background-color:rgb(245,247,249); text-decoration-style:initial; text-decoration-color:initial">
</div>
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2. Click on the Settings icon and select 'Manage Devices' .</div>
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3. To the right you will see options to ‘REMOVE DEVICE’ (highlighted in yellow below). Click on the option that corresponds to the device you would like to remove (in the below example there is only one device connected)</div>
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4. Click the Green button: SAVE CHANGES to process the device unlinking.</div>
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5. Once this has processed, it will take 5 minutes for the app to become ready for connecting/pairing with your studio timetable.</div>
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6. Log into the iPad app with your Virtual username and password and select your studio from the list and begin setup.</div>
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<div dir="ltr">Les Mills Virtual App and AV Support<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5335" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5335</a> </div>
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<a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5335" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5335</a>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5335