Subject: New Reply Received - Virtual App Support - Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 11 Mar 2022 09:33:28 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual App Support - Les Mills  Ticket comment <div dir="ltr">Het klopt dat ik contact met de schedule kan maken maar het gaat niet automatisch   alleen bij de diagnostische test <div>ik zal  nu een externe partij moeten inhuren om dit verder op te lossen </div>
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<div><font color="#000000">Met vriendelijke groet,</font></div>
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<font color="#000000">Yvonne van den Tweel<br></font><div style="color:rgb(34,34,34)"><font color="#000000">Groepslesmanager &amp; retentie </font></div>
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<div><font color="#000000"><img src="https://docs.google.com/uc?export=download&amp;id=1Q5D7eiTNjPAl9IBdWqU4STvgM7VZHZFZ&amp;revid=0B-3PXz_p01I6aXU3MVVmS045ZnpPUEY3eHNQNm5nWndScjdNPQ" width="200" height="89"></font></div>
<div><font color="#000000"><span style="font-family:arial,helvetica,sans-serif">Club Pellikaan Apeldoorn</span><font><br></font></font></div>
<div><span style="font-family:arial,helvetica,sans-serif"><font color="#000000">Frankenlaan 42 </font></span></div>
<div><span style="font-family:arial,helvetica,sans-serif"><font color="#000000">7312 TD Apeldoorn</font></span></div>
<div><span style="font-family:arial,helvetica,sans-serif"><font color="#000000">055 3555605</font></span></div>
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<div><font color="#000000"><a href="http://www.clubpellikaan.nl/" style="color:rgb(17,85,204)" target="_blank" rel="noreferrer">www.clubpellikaan.nl</a></font></div>
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<div dir="ltr" class="gmail_attr">Op do 10 mrt. 2022 om 19:55 schreef Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;:<br>
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<div dir="ltr">Hallo Yvonne van den tweel,<br><br>Dit is een snelle follow-up e-mail.<br><br>We kunnen zien dat je je apparaat opnieuw hebt kunnen koppelen met de Scheduler voor Studio 20.<br><br>We gaan door en sluiten dit ticket. Voel je vrij om contact op te nemen wanneer je onze hulp nodig hebt.<br><br>Vriendelijke groeten,<br>Olesia<br>Klantenservice<br>Les Mills virtuele app</div>
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<br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5268" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5268</a>
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                          <blockquote>
                            On
                            Sat, 5 Mar at  4:39 AM
                            <span>,  Les Mills International &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:
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<div>Hi Yvonne van den tweel,</div>
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<div dir="ltr">Thank you for your response.</div>
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<div dir="ltr">Please check out the following article which may help you resolve your sync issue:</div>
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<div dir="ltr"><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000144313-my-ipad-keeps-connecting-to-the-wrong-wifi-source" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000144313-my-ipad-keeps-connecting-to-the-wrong-wifi-source</a></div>
<div dir="ltr">.</div>
<div dir="ltr">Also please schedule classes well in advance or play a class in admin mode directly via the APP if the class needs to be played within the next 30 mins.  Running a diagnostics test via the App Version tab will re-establish a connection with the Schedule and ensure any classes scheduled sync with the App within 20 minutes of being scheduled.<br><br>Run a diagnostics test as below:<br>Unlock the padlock to the top right of the APP<br>Navigate to Settings &gt; Version &gt; Run diagnostics</div>
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<div dir="ltr">Please let us know if you need our help with anything else.</div>
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<div dir="ltr">Beste wensen,<br>Olesia<br>Klantenservice<br>Les Mills virtuele app<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5268" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5268</a>
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                            On
                            Wed, 2 Mar at  7:02 AM
                            <span>,  Les Mills International &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:
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<div>Hi Yvonne van den tweel,</div>
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<div dir="ltr">Thank you for the screenshot. </div>
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<div dir="ltr">I can see that you still didn't remove your device from Spinning 2 Studio.</div>
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<div dir="ltr">To remove device kindly follow these steps:<br><br>
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<div>1. <a href="https://uk.lesmillsvirtual.com/virtual/login" rel="noreferrer" target="_blank">Log into the Virtual scheduler </a>tool via your desktop with your Virtual username and password.</div>
<div>2. Click on the Settings icon and select 'Manage Devices' .</div>
<div dir="ltr">3. To the right you will see options to ‘REMOVE DEVICE’  for Spinning2 Studio (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>
<div>4. Click the Green button: SAVE CHANGES to process the device unlinking.</div>
<div>5. Delete the App from your iPad</div>
<div>6. Go back to the Scheduler and create a new studio by clicking on the "Plus" (+) button to the right of all studios.</div>
<div>7. This process will take about 5-10 minutes. After waiting, please re-download the Les Mills Virtual App. </div>
<div dir="ltr">8. Log into the iPad app with your Virtual username and password and select your newly created studio from the list and begin setup.</div>
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<div><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjg2NjIxNTUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.YCLYHQIzms2JEWOYxHKgkCoaMYlQH6nryz365H56nnQ" alt="image" title="image"></div>
<div dir="ltr">Please let us know how is goes.</div>
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<div dir="ltr">Best regards,<br>Olesia<br>Customer Services<br>Les Mills Virtual App<span dir="ltr" style='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;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;text-decoration-style:initial;text-decoration-color:initial;float:none;display:inline'><br style="box-sizing:inherit;color:rgb(29,28,29);font-family:Slack-Lato,Slack-Fractions,appleLogo,sans-serif;font-size:15px;font-style:normal;font-variant-ligatures:common-ligatures;font-variant-caps:normal;font-weight:400;letter-spacing:normal;text-align:left;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;background-color:rgb(248,248,248);text-decoration-style:initial;text-decoration-color:initial"></span><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5268" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5268</a>
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                          <blockquote>
                            On
                            Wed, 2 Mar at  6:18 AM
                            <span>,  Yvonne van den tweel &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:
                            <div dir="ltr">Goedenavond Pierre en helpdesk,<div>
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<div>Na vanmiddag 1400 uur heb ik niets meer mogen vernemen over een evt oplossing van jullie of hulp ..</div>
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<div>Wij kunnen nu niet de service aan onze leden bieden omdat het nog steeds niet werkt </div>
<div>Mag ik vragen waar nu het probleem zit? </div>
<div>zijn onze aanwijzingen niet duidelijk genoeg? </div>
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<div>Wij  hebben 2 studio's en er is er maar 1 gekoppeld </div>
<div>Hoe en wat moeten we doen om deze weer gekoppeld te krijgen zodat alles weer werkt naar behoren ? </div>
<div>Of een geheel andere oplossing..???</div>
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<div>ik wacht met spanning jullie reactie af.</div>
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<div><font color="#000000">Met vriendelijke groet,</font></div>
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<font color="#000000">Yvonne van den Tweel<br></font><div style="color:rgb(34,34,34)"><font color="#000000">Groepslesmanager &amp; retentie </font></div>
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<div><font color="#000000"><img src="https://docs.google.com/uc?export=download&amp;id=1Q5D7eiTNjPAl9IBdWqU4STvgM7VZHZFZ&amp;revid=0B-3PXz_p01I6aXU3MVVmS045ZnpPUEY3eHNQNm5nWndScjdNPQ" width="200" height="89"></font></div>
<div><font color="#000000"><span style="font-family:arial,helvetica,sans-serif">Club Pellikaan Apeldoorn</span><font><br></font></font></div>
<div><span style="font-family:arial,helvetica,sans-serif"><font color="#000000">Frankenlaan 42 </font></span></div>
<div><span style="font-family:arial,helvetica,sans-serif"><font color="#000000">7312 TD Apeldoorn</font></span></div>
<div><span style="font-family:arial,helvetica,sans-serif"><font color="#000000">055 3555605</font></span></div>
<div><font color="#000000"><br></font></div>
<div><font color="#000000"><a href="http://www.clubpellikaan.nl/" style="color:rgb(17,85,204)" rel="noreferrer" target="_blank">www.clubpellikaan.nl</a></font></div>
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<div dir="ltr" class="gmail_attr">Op di 1 mrt. 2022 om 13:27 schreef Yvonne Tweel &lt;<a href="mailto:[email-masked]" rel="noreferrer" target="_blank">[email-masked]</a>&gt;:<br>
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<div dir="ltr">Is het mogelijk dat jullie via teamvieuwer /quicksupport met mij meekijken zodat we alles kunnen oplossen ?<div>
<br><div><div dir="ltr"><div dir="ltr">
<div><font color="#000000">Met vriendelijke groet,</font></div>
<div><font color="#000000"><br></font></div>
<div><font color="#000000"><br></font></div>
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<font color="#000000">Yvonne van den Tweel<br></font><div style="color:rgb(34,34,34)"><font color="#000000">Groepslesmanager &amp; retentie </font></div>
<div style="color:rgb(34,34,34)">
<div><font color="#000000"><img src="https://docs.google.com/uc?export=download&amp;id=1Q5D7eiTNjPAl9IBdWqU4STvgM7VZHZFZ&amp;revid=0B-3PXz_p01I6aXU3MVVmS045ZnpPUEY3eHNQNm5nWndScjdNPQ" width="200" height="89"></font></div>
<div><font color="#000000"><span style="font-family:arial,helvetica,sans-serif">Club Pellikaan Apeldoorn</span><font><br></font></font></div>
<div><span style="font-family:arial,helvetica,sans-serif"><font color="#000000">Frankenlaan 42 </font></span></div>
<div><span style="font-family:arial,helvetica,sans-serif"><font color="#000000">7312 TD Apeldoorn</font></span></div>
<div><span style="font-family:arial,helvetica,sans-serif"><font color="#000000">055 3555605</font></span></div>
<div><font color="#000000"><br></font></div>
<div><font color="#000000"><a href="http://www.clubpellikaan.nl/" style="color:rgb(17,85,204)" rel="noreferrer" target="_blank">www.clubpellikaan.nl</a></font></div>
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<div dir="ltr" class="gmail_attr">Op di 1 mrt. 2022 om 12:32 schreef Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer" target="_blank">[email-masked]</a>&gt;:<br>
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<div dir="ltr">Hoi Yvonne van den tweel,<br><br>Bedankt voor je screenshot, het is erg nuttig.<br><br>Zou je een screenshot van je apparaten in Scheduler met ons kunnen delen?<br><br>Hiervoor logt u in op uw Scheduler en navigeert u naar Instellingen&gt; Beheer apparaten. Je zou daar je Leergierig en Devises zien waaraan het is gekoppeld (zie voorbeeld).</div>
<div dir="ltr"><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYxMTgwNjU3NjQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ._740Orkv8JqKk_hD35IRHRMQqIFumUjgi_1ZvYKj9Pk" style="width: auto"></div>
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<div dir="ltr">Beste wensen,<br>Olesia<br>Klantenservice<br>Les Mills virtuele App<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5268" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5268</a>
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                          <blockquote>
                            On
                            Tue, 1 Mar at  8:58 PM
                            <span>,  Yvonne van den tweel &lt;<a href="mailto:[email-masked]" rel="noreferrer" target="_blank">[email-masked]</a>&gt;  wrote:
                            <div dir="ltr">Goedemorgen <div><br></div>
<div>Dit is NIET correct</div>
<div>Ik kan geen verbinding maken </div>
<div>alleen de dance zaal is verbonden en de spinning niet </div>
<div>de ipad zegt nog steeds dat er geen studio te vinden is </div>
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<div>de ipad heeft de hele nacht uitgestaan </div>
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<div>Kunne julli emij geen setup with acces code sturen ?</div>
<div>Hoop dat jullie mij vandaag nog kunnen helpen om alles aan de praat te krijgen want onze leden kunnen nu geen lessen volgen</div>
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<div><font color="#000000">Met vriendelijke groet,</font></div>
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<font color="#000000">Yvonne van den Tweel<br></font><div style="color:rgb(34,34,34)"><font color="#000000">Groepslesmanager &amp; retentie </font></div>
<div style="color:rgb(34,34,34)">
<div><font color="#000000"><img src="https://docs.google.com/uc?export=download&amp;id=1Q5D7eiTNjPAl9IBdWqU4STvgM7VZHZFZ&amp;revid=0B-3PXz_p01I6aXU3MVVmS045ZnpPUEY3eHNQNm5nWndScjdNPQ" width="200" height="89"></font></div>
<div><font color="#000000"><span style="font-family:arial,helvetica,sans-serif">Club Pellikaan Apeldoorn</span><font><br></font></font></div>
<div><span style="font-family:arial,helvetica,sans-serif"><font color="#000000">Frankenlaan 42 </font></span></div>
<div><span style="font-family:arial,helvetica,sans-serif"><font color="#000000">7312 TD Apeldoorn</font></span></div>
<div><span style="font-family:arial,helvetica,sans-serif"><font color="#000000">055 3555605</font></span></div>
<div><font color="#000000"><br></font></div>
<div><font color="#000000"><a href="http://www.clubpellikaan.nl/" style="color:rgb(17,85,204)" rel="noreferrer" target="_blank">www.clubpellikaan.nl</a></font></div>
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<div dir="ltr" class="gmail_attr">Op ma 28 feb. 2022 om 19:37 schreef Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer" target="_blank">[email-masked]</a>&gt;:<br>
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<div dir="ltr">Hoi Yvonne van den tweel,<br><br>Bedankt voor uw e-mail. Ik zie dat uw apparaat al is gekoppeld aan de Scheduler. Bevestig dat u succesvol kunt inloggen op uw Spinning 2-studio.<br><br>Laat het ons weten als je onze hulp nog steeds nodig hebt.<br><br>Beste wensen,<br>Olesia<br>Klantenservice<br>Les Mills virtuele app</div>
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<br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5268" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5268</a>
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<div>Van: Yvonne Tweel &lt;<a href="mailto:[email-masked]" rel="noreferrer" target="_blank">[email-masked]</a>&gt; <br>
<b>Verzonden:</b> maandag 28 februari 2022 14:50<br>
<b>Aan:</b> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer" target="_blank">[email-masked]</a>&gt;; Pierre Tromp &lt;<a href="mailto:[email-masked]" rel="noreferrer" target="_blank">[email-masked]</a>&gt;<br>
<b>Onderwerp:</b> Re: Virtual App Support - Les Mills

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<div class="MsoNormal">Deze stappen alles gedaan </div>
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<div class="MsoNormal">Ik kan niet in de virtual app omdat er geen studios gevonden kunnen worden .</div>
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<div class="MsoNormal"><span style="font-family:Arial,sans-serif;color:black">de button:  setup with acces code werkt ook niet </span></div>
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<div class="MsoNormal"><span style="font-size:10pt;font-family:Arial,sans-serif;color:black">Yvonne van den Tweel</span></div>
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<span style="font-size:10pt;font-family:Arial,sans-serif;color:black"><a href="http://www.clubpellikaan.nl/" rel="noreferrer" target="_blank"><span style="color:rgb(17,85,204)">www.clubpellikaan.nl</span></a></span><span style="color:rgb(34,34,34)"></span>
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<div class="MsoNormal">Op ma 28 feb. 2022 om 13:57 schreef Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer" target="_blank">[email-masked]</a>&gt;:</div>
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<div class="MsoNormal"><span style="font-size:10pt;font-family:Helvetica,sans-serif">Hallo Yvonne van den tweel,</span></div>
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<div class="MsoNormal"><span style="font-size:10pt;font-family:Helvetica,sans-serif">Bedankt voor het delen van de schermafbeelding.<br>
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Volg de onderstaande stappen om het apparaat uit de planner voor "SPINNING STUDIO" te verwijderen.<br>
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1. Log in op de Virtual Scheduler-tool via uw desktop op <a href="http://www.lesmillsvirtual.com" rel="noreferrer" target="_blank">
www.lesmillsvirtual.com</a> met uw virtuele gebruikersnaam en wachtwoord.<br>
2. Klik op het pictogram Instellingen en selecteer 'Apparaten beheren'.<br>
3. Rechts ziet u opties om 'APPARAAT VERWIJDEREN' te zien. Klik op de optie die overeenkomt met het apparaat dat u wilt verwijderen.<br>
4. Klik op de groene knop: WIJZIGINGEN OPSLAAN om het ontkoppelen van het apparaat te verwerken.<br>
5. Zodra dit is verwerkt, duurt het 5 minuten voordat de app klaar is om te verbinden/koppelen met je studiorooster.<br>
6. Log in op de iPad-app met uw virtuele gebruikersnaam en wachtwoord en selecteer uw studio in de lijst en begin met instellen.<br>
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Houd er rekening mee dat hierdoor alle virtuele inhoud van de iPad wordt verwijderd en dat u ze opnieuw moet downloaden.<br>
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Laat ons weten hoe het gaat.</span></div>
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<div class="MsoNormal"><span style="font-size:10pt;font-family:Helvetica,sans-serif">Kind Regards,</span></div>
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<div class="MsoNormal"><span style="font-size:10pt;font-family:Helvetica,sans-serif">Pritish<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5268" rel="noreferrer" target="_blank">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5268</a></span></div>
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<div class="MsoNormal"><span style="font-size:1pt;font-family:fdtktid,serif;color:white"><a href="#m_-3821616106422042608_m_7243352224986634365_m_1478020479549179595_m_-6341122989351380578_m_383702487647912820_m_4755988792509108766_m_-79002616908082" title="Call using Talkdesk" rel="noreferrer"><span style="color:white;text-decoration:none">5268:859387</span><span style="font-size:10pt;font-family:Helvetica,sans-serif;color:windowtext;text-decoration:none">
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5268