Subject: Re: drafting 1
From: Pritish Nandi <[email-masked]>
To: Abhijit Sinha <[email-masked]>
Date: Thu, 26 Dec 2019 09:32:49 -0700 (MST)

From: "Abhijit Sinha" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Sent: Thursday, December 26, 2019 9:15:13 PM 
Subject: drafting 1 

1. [email-masked] 
We are receiving the message “an error has occurred when playing the 
selected video “ 

Ans:- 
Hi Megan 
​ 
Thank you for reaching out to us. 
​ 
We are sorry to learn about the issues. 
​ 
Could you please ask the club to follow the link below and perform some troubleshooting steps to resolve the issue. 
[ https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000195633-i-m-experiencing-app-issues-what-are-my-initial-troubleshooting-steps- | https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000195633-i-m-experiencing-app-issues-what-are-my-initial-troubleshooting-steps- ] 
Also, could you please confirm if it is happening with all classes or some specific classes? 
Looking forward to your reply soon. 
Regards 

Abhijit Sinha 

2. [email-masked] 

Continued playback issues in both projector & TV studios - on-site support requested 

Ans:- 

Hi Adrian 

Thank you for reaching out to us. We are very sorry to learn that the Virtual is not working as expected. 

There are 27 disconnection within last 7 days. 

We have looked at our backend reports and we can see that there are 27 playback disconnections. When I say Playback disconnections it means that the virtual classes did not play correctly and got disconnected while they were playing on the screen. 

In order to narrow down the issue and help you faster could you please review this link and confirm that your setup includes the Virtual App recommended equipment: 

Please review this link and confirm that your setup includes the Virtual App recommended equipment: 
[ https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment- | https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment- ] 

Also, could you please share the Virtual AV setup diagram along with the make and model of the EDID you are using? 

Kindly send your AV set up diagram along with EDID make and model 

Also ensure that within guided access settings mirror display auto lock is toggled to green.Kindly follow the following steps: 

To Turn on Guided Access (iPadOS 13 users) 

a) Accessibility Settings (SETTINGS>ACCESSIBILITY) 

b) Toggle Guided Access to ON (Green) – advised to use a Passcode for this which can be activated within these settings. 

c) Display Auto Lock > set to default 

Please let us know how it goes.We look forward to hearing from you 
Thank you 
Abhijit Sinha 

3. [email-masked] 

Classes are not downloading on iPad 

Ans:- 

Hi Gee 

Thank you for reaching out to us. 

In order to help you out to resolve the issue I need you to check if the device attached to the studio sync'd recently and sufficient storage for download 

In order to help you to resolve the issue faster, may I request you to check if the studio was sync'd recently and also have sufficient storage for download? Please log on to your scheduler and check the attached screenshot for help. 

(Add screenshot) 

Kindly check if the Night Scheduled downloads toggle is OFF, within Manage Downloads.Steps to do so is as follows:- 

Within the APP Turn off Scheduled Downloads. 

a) SETTINGS>MANAGE DOWNLOADS> NIGHT SCHEDULED DOWNLOADS 

b) Turn toggle OFF 

If the toggle is off try hot spotting your iPad to your mobile device, as there may be a firewall within your organisation which is blocking the download. If downloads resume once your iPad is connected to another internet source please send the below link onto your IT provider to ensure the IP address is white-listed. 

[ https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084225-server-ip-whitelist | https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084225-server-ip-whitelist ] 

Kindly check if the specific programme is in your entitlement in salesforce. If not, the please contact your LES MILLS Customer Experience Manager to check that 

the program is in your entitlements 

Please let us know how it goes.We look forward to hearing from you 
Thank you 
Abhijit Sinha 

4. [email-masked] 

Multiple classes are not playing to completion 

Ans:- 

Hi Alexandra 

There are 11 disconnections within last 7 days 

Please review this link and confirm that your setup includes the Virtual App recommended equipment: 
[ https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment- | https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment- ] 
Kindly sent (Send) your AV setup diagram along with EDID make and model. 

Also ensure that within guided access settings mirror display auto lock is toggled to green.Kindly follow the following steps: 

To Turn on Guided Access (iPadOS 13 users) 

a) Accessibility Settings (SETTINGS>ACCESSIBILITY) 

b) Toggle Guided Access to ON (Green) – advised to use a Passcode for this which can be activated within these settings. 

c) Display Auto Lock > set to default 

Please let us know how it goes.We look forward to hearing from you 
Thank you 
Abhijit Sinha 

5. [email-masked] 

Error message - No studios that can be registered to the account right now. Customer called to add a 2nd device 

Ans:- 

Hi Ty 

Please contact your Customer Experience Manager to add a second studio (device) to your account. Once that's done, you should be able to log in to the App in the second iPad and select the 'Cycling Studio' to pair it with 

Please let us know how it goes.We look forward to hearing from you 
Thank you 
Abhijit Sinha