Subject: Urgent Update - Les Mills
From: Pritish Nandi <[email-masked]>
To: Anush Saxena <[email-masked]>, Arjun Hurry <[email-masked]>, " Bharat Sharma" <[email-masked]>, Shakeel Ahmad Hajam <[email-masked]>, "tasuku yamamoto" <[email-masked]>, Tushar Chauhan <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Thu, 11 Jul 2019 01:54:25 -0700 (MST)

Team, 

Going further we would not be escalating the below mentioned scenarios until we have done the following. 

1. Corrupt Download Scenarios - NOBODY would escalate these cases to Charlotte/Level 2 as now the customer has a facility to refresh the corrupt download file and re-download it from the iPad. 

What to do? - For any such scenario you need to ask the customer to download the latest version of the APP which is 1.11 and then go to Manage Downloads and Refresh the corrupt download. Depending on internet connection it would be update within minutes to hours. This way the customer would be able to resolve his own issues for corrupt download. 

[ https://lesmillsvirtualapp.freshdesk.com/a/solutions/articles/36000170657-ability-to-refresh-a-download-directly-from-the-ipad | https://lesmillsvirtualapp.freshdesk.com/a/solutions/articles/36000170657-ability-to-refresh-a-download-directly-from-the-ipad ] 

2. Playback issues/Setup issues - Connection Issues/Multiple classes cutting off etc. 

What to do? - For these as well we would first check KIBANA and find out issues and advise the customer. Also we would ask them to download the latest version of the App which is 1.11 and run diagnostics to understand what is the issue. You can also ask for the screenshot for the diagnostics to advise them better. These checks would be mandatory to do without Charlotte pointing it out please. This would also help us troubleshooting the issue. 

[ https://lesmillsvirtualapp.freshdesk.com/a/solutions/articles/36000170658-ability-to-run-a-diagnostics-test-for-sync-and-connection-issues | https://lesmillsvirtualapp.freshdesk.com/a/solutions/articles/36000170658-ability-to-run-a-diagnostics-test-for-sync-and-connection-issues ] 

Please make sure you are following it to the core. 

I have updated Tasuku and Tushar and will take Anush through the update as well. 

@Arjun/Bharat - Do let me know if you have any doubt. 

Regards, 
Pritish Nandi