Subject: Fwd: Salesforce issue - Update
From: Pritish Nandi <[email-masked]>
To: bharat sharma <[email-masked]>
Date: Thu, 16 May 2019 00:59:37 -0700 (MST)

From: "deeksha" <[email-masked]> 
To: "Shakeel Ahmad Hajam" <[email-masked]>, "tasuku yamamoto" <[email-masked]>, "Sarthak Joshi" <[email-masked]>, "Arjun Hurry" <[email-masked]>, "Pritish Nandi (LSM)" <[email-masked]> 
Sent: Thursday, 16 May, 2019 07:25:58 
Subject: Fwd: Salesforce issue - Update 

Sent from my iPhone 

Begin forwarded message: 

From: Charlotte Jansen < [ mailto:[email-masked] | [email-masked] ] > 
Date: 16 May 2019 at 02:22:06 GMT+5:30 
To: lesmills < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] >, Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Subject: FW: Salesforce issue - Update 

BQ_BEGIN

Hi Level 1, 

Please see the below email which users would have received. You might get a few calls about it. 

Key points: 

    1. Make sure the customer is on version 1.9 (upgrading will force a reconnection) 
    2. If they are already on 1.9 they need to force close the APP to reconnect with the Virtual platform. The way they do this is dependent on the iPad model they’re using. (see demo videos) 

Thanks 

Charlotte 

	

	

Charlotte Jansen | Customer Service Manager 
Les Mills International | [ mailto:[email-masked] | [email-masked] ] 
tel | fax +64 9 366 9901 | [ http://www.lesmills.com/ | www.lesmills.com ] 

[ http://www.lesmills.com/getgrit ] 

[ http://www.lesmills.com/ ] 	

[ http://www.facebook.com/lesmills ] 	

[ http://www.twitter.com/lesmills ] 	

[ http://www.linkedin.com/company/les-mills-international ] 	

[ http://www.youtube.com/lesmillsgroupfitness ] 	

[ http://instagram.com/lesmillstribe ] 

From: Sam Aldred 
Sent: Wednesday, 15 May 2019 7:49 PM 
To: Nate Garven < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Paul Keary < [ mailto:[email-masked] | [email-masked] ] >; Charlotte Jansen < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Salesforce issue - Update 

Hi Nate 

An update on the salesforce outage on Monday night and in the impact on Virtual App users. Unfortunately it appears that it has caused an issue forcing most of our users into an offline state. Whilst content already scheduled will continue to be scheduled/randomized as usual – users will not be able to change the schedule or download new content. Therefore it’s essential that all users complete the following the following steps as soon as they can: 

    1. Users must go to the app store and accept and download any available update (if user already has most recent update they must complete step 2 regardless) 
    2. User must force close the app – instruction below [to note DO NOT delete the app] 

For iPad models with a home button: 

Double click the home button 

Swipe up on the Les Mills Virtual APP by flicking it up and off the screen 

Re-open the Les Mills Virtual APP by clicking on it once 

See a video on force closing an APP below: 

[ https://lesmills.egnyte.com/dl/k1Fhl5oJYg | https://lesmills.egnyte.com/dl/k1Fhl5oJYg ] 

For new iPad models without a home button: 

Swipe up from the bottom edge towards the middle of the iPad 

Swipe the Les Mills Virtual APP by flicking it off the screen 

Re-open the Les Mills Virtual APP by clicking on it once 

See a video on force closing an APP on newer iPad models: 

[ https://lesmills.egnyte.com/dl/rNA2dBxgmd | https://lesmills.egnyte.com/dl/rNA2dBxgmd ] 

Both the above will resolve the issue. 

Sam 

	

Sam Aldred | Virtual/Immersive 
Les Mills International | [ mailto:[email-masked] | [email-masked] ] 
tel +6421746807| [ http://www.lesmills.com/ | www.lesmills.com ] 

[ http://www.lesmills.com/getgrit ] 

[ http://www.lesmills.com/ ] 	

[ http://www.facebook.com/lesmills ] 	

[ http://www.twitter.com/lesmills ] 	

[ http://www.linkedin.com/company/les-mills-international ] 	

[ http://www.youtube.com/lesmillsgroupfitness ] 	

[ http://instagram.com/lesmillstribe ] 

BQ_END