My content downloads have failed. What should I do?

Modified on Tue, 24 Nov 2020 at 12:58 PM

The LES MILLS Virtual app will re-attempt to download your content until it is completed.


1. Within the App, unlock the padlock to the top right and go to 'Settings' and 'Manage downloads' ensure the Night Scheduled Downloads toggle is OFF.


2. Is your iPad connected to wifi? Downloads will not occur if there is no connection to wifi


3. Check the storage on your iPad by going to 'Settings', 'General', 'iPad storage'.  If your iPad is nearly full downloads will not occur.  We recommend your iPad is dedicated to Virtual due to the large amount of content.  We recommend 512GB minimum.


4. Run a diagnostics test within the APP as follows:

Unlock the padlock to the top right of the App

Navigate to SETTINGS > Version > Run Diagnostics test.

The Refresh Download Queue test will restart any stuck downloads


5 Try force closing the App by minimising it and swiping it away off the screen, then re-open the App (NEVER DELETE THE APP). 

You may need to exit Guided Access first by triple clicking the top button (or home button), enter your passcode, and press 'exit'.


Please ensure you’re on the latest release by checking in the App store for any new versions.  Please note: all ipads need to be updated.


If all the above checks are done and downloads still do not progress, 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


If downloads have still not resumed please log a support ticket.



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