Subject: New Reply Received - The trip live issue
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 27 Jun 2022 17:05:36 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  The trip live issue  Ticket comment <div>Hello guys,</div>
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<div>We think that the issue should be easy to understand: when we push the button “The trip 23” to play “The Trip 23 Live” the system shows/plays The Trip 27 on the big screen instead of The Trip 23. We already tried all that you suggest (re-downloads…). Please check your virtual video library because the issue is in your side for sure.</div>
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<div>Thanks in advance for your support</div>
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<div>Sergio Azlor</div>
<div>TREND FITNESS 24/7</div>
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<br><div dir="ltr">Enviado desde mi iPhone</div>
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<br><blockquote>El 23 jun 2022, a las 18:18, Les Mills International &lt;[email-masked]&gt; escribió:<br><br>
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<div dir="ltr">Hi ​everyone, </div>
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<div dir="ltr">I can't see the videos - can you send them as two attachments instead of through Mail Chimp? </div>
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<div dir="ltr">Have you already removed the download of TRIP LIVE 23 and TRIP LIVE 27 from your downloads, and then re-downloaded? Steps to do that are below:</div>
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<div dir="ltr">Unlock the padlock to the top right of the App and enter your admin code<br>Navigate to SETTINGS &gt; Manage Downloads</div>
<div dir="ltr">Select SELECT PROGRAMS &gt; Choose TRIP LIVE &gt; Navigate to TRIP LIVE 23 and TRIP LIVE 27, and remove them. </div>
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<div dir="ltr">Let us know, thanks! </div>
<div dir="ltr">Julie<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5736" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5736</a>
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                            Encendido
                            Jue., 23 Jun. a las 11:58 P. M.
                            <span class="separator">,  Marc &lt;[email-masked]&gt;  escribió:
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi Olesia/Julie, </span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">I’m testing too the same issue and it happens the same to me. </span></div>
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<span lang="EN-US" style="mso-fareast-language:EN-US">Both videos in this link </span><span lang="EN-US"><a href="https://we.tl/t-8Bk4zvG6p0" target="_blank" rel="noreferrer"><span style='font-size:10.5pt;font-family:"Segoe UI",sans-serif;color:#409fff;background:white'>https://we.tl/t-8Bk4zvG6p0</span></a></span><span lang="EN-US" style="mso-fareast-language:EN-US"></span>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">-In the Video 1 you can see the beginning of Trip LIVE 23 and Trip LIVE 27. Both are the same. In Trip 23 LIVE it shows a title introducing “TRIP 27”. </span></div>
<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">-In the Video 2 you can see the differences between TRIP 23 LIVE and TRIP 23 VIRTUAL. They are totally different. </span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">Can you escalate this ASAP please because it’s a big issue and the Partner wants to use Trip 23 LIVE as soon as possible. </span></div>
<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">I copy Julie to inform her about this issue. </span></div>
<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US"> </span></div>
<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">I’m looking forward to your response.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">Regards, </span></div>
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<b><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:black;background:white'>Marc Raya</span></b><b><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black'> </span></b><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'>| </span><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray;background:white'>Customer Experience</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'> | </span><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray;background:white'>AEFA LES MILLS</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'> | </span><u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#0563c1;background:white'><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span></u><u><span style="font-size:9.0pt;color:#0563c1;background:white"><br></span></u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#7f7f7f;background:white'>c/ Immaculada, 23  |  08017 Barcelona  |  Telf. 670.357.907  |  Telf. 932 124 613  |</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'> </span><u><span style="font-size:9.0pt;color:#0563c1;background:white"><a href="http://www.lesmills.es/" rel="noreferrer"><span style='font-family:"Arial",sans-serif;color:#0563c1'>www.lesmills.es</span></a></span></u><u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#0563c1;background:white'> </span></u>
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<i><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray;background:white'>Comunícate con nosotros de 9 a 18h (lunes a jueves) y de 9 a 15h (viernes)</span></i><span style="color:#1f497d"> </span>
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<a href="https://www.lesmills.es/clubs/marketing-studio/" rel="noreferrer"><span style="text-decoration:none"><img width="589" height="147" style="width:6.1354in;height:1.5312in" id="Imagen_x0020_1" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYxMjg0NjMxMDMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.jC0r3xLaxa2m5tqShRedv18ZkWLsIv-lPeeOewXySYA" data-id="36128463103"></span></a><span style="color:#1f497d"></span>
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<div class="MsoNormal"><i><span style="font-size:9.0pt;color:gray"> “La información contenida en este mensaje y/o archivo(s) adjunto(s), enviada desde AEFA-LES MILLS SLU, es confidencial/privilegiada y está destinada a ser leída sólo por la(s) persona(s) a la(s) que va dirigida. Le recordamos que sus datos han sido incorporados en el sistema de tratamiento de AEFA-LES MILLS SLU y que siempre y cuando se cumplan los requisitos exigidos por la normativa, usted podrá ejercer sus derechos de acceso, rectificación, limitación de tratamiento, supresión (“derecho al olvido”), portabilidad, oposición y revocación, en los términos que establece la normativa vigente y aplicable en materia de protección de datos, dirigiendo su petición a la dirección postal Inmaculada, 23 08017, Barcelona o bien a través de correo electrónico <a href="mailto:[email-masked]" rel="noreferrer"><span style="color:gray">[email-masked]</span></a> Si usted lee este mensaje y no es el destinatario señalado, el empleado o el agente responsable de entregar el mensaje al destinatario, o ha recibido esta comunicación por error, le informamos que está totalmente prohibida, y puede ser ilegal, cualquier divulgación, distribución o reproducción de esta comunicación, y le rogamos que nos lo notifique inmediatamente y nos devuelva el mensaje original a la dirección arriba mencionada. Gracias”.</span></i></div>
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<b>De:</b> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; <br><b>Enviado el:</b> jueves, 23 de junio de 2022 13:37<br><b>Para:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br><b>CC:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br><b>Asunto:</b> Re: The trip live issue</div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi ​</span><span style='font-size:10.5pt;font-family:"Segoe UI",sans-serif;color:#183247'>Sergio</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>,</span>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your prompt reply.</span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>That is very strange. Please confirm that you unable to play The Trip 23 manually. If you get any error message kindly share the screenshot with us.</span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Also it would be helpful if you could make a short video to show what is happening when you are trying to refresh The Trip 23.</span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Warm regards,</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Olesia<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5736" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5736</a></span></div></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Encendido Jue., 23 Jun. a las 9:11 P. M. <span class="separator">, NOEMI &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; escribió: </span></span><span class="separator"></span>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks for your response Julie,</span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We have checked all these steps before reporting you, because we are using the system for 4 years now. When we choose to download The Trip 23 live, the system downloads The Trip 27. Result: we can’t use The Trip 23.</span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks in advance</span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Sergio Azlor</span></div></div>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>TREND FITNESS 24/7</span></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Enviado desde mi iPhone</span></div></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span></div>
<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt"><div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>El 23 jun 2022, a las 1:00, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; escribió:</span></div></blockquote>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi there,</span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks for reaching out. Are you trying to download Trip 23, or Trip 27? </span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I'd suggest looking at the downloads available within your App under the Manage Downloads tab. To find that, open up the settings tab within the App by unlocking the padlock in the right corner and click on Manage Downloads. From there you should see any downloads that are in progress. If there are not any downloads in progress, click the next tab over (Downloaded), and choose to refresh the Trip 23 and Trip 27. </span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>To refresh your downloads, please follow the below steps:</span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Unlock the padlock to the top right of the App and enter your admin code</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Navigate to SETTINGS &gt; Manage Downloads</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Scroll to the release under the 'Downloaded' tab </span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Click the refresh icon (the circle with the arrow), as below</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The release should download straight away provided your iPad has a network connection</span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><img id="_x0000_i1025" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjgzNTc3OTksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.oWkjiuERBJQtVVTYrbi9F1UgL4B5um-ZIeCW4m83prQ" alt="image"></span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks, </span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Julie<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5736" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5736</a> </span></div></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Encendido Jue., 23 Jun. a las 6:43 A. M. <span class="separator">, NOEMI &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; escribió: </span></span><span class="separator"></span>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hello guys,<br><br>We have detected an issue with the classes downloaded to the les mills virtual app (ipad): when you choose The Trip 23, the system download The Trip 27.<br><br>Could you check this for us please?<br><br>Thanks in advance<br><br>Sergio Azlor<br>TREND FITNESS 24/7<br><br>Enviado desde mi iPhone</span></div></div>
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<span style="font-size:1.0pt;font-family:fdtktid;color:white">5736:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span>
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