Subject: Re: Online device issue (update)
From: Deeksha Dadu <[email-masked]>
To: Charlotte Jansen <[email-masked]>, lesmills <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>
Date: Fri, 17 May 2019 08:46:52 +0000

Hi Charlotte,

Thanks. This has been shared with the team.

Regards,
Deeksha

From: Charlotte Jansen <[email-masked]<mailto:[email-masked]>>
Date: Friday, 17 May 2019 at 9:20 AM
To: lesmills <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>, Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Online device issue (update)

Hi Level 1,

It appears we still have over 200 devices that are still offline, so we might start to see some issues coming in, probably from Monday onwards when the devices reach 7 days offline.  These issues may be:

The class I scheduled did not play
Program logos have disappeared off my iPad (I’m seeing black Les Mills logos instead of the program logo)
My device isn’t sync’d

Please ensure the customer is on 1.9, once they upgrade the issue should be resolved as this forces a re-connect.  If they are already on 1.9 they need to force close the APP, the instructions for this are in the below link:

https://lesmillsvirtualapp.freshdesk.com/a/solutions/articles/36000154214-how-to-force-close-the-app

Thanks

Charlotte

Charlotte Jansen | Customer Service Manager
Les Mills International | [email-masked]<mailto:[email-masked]>
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