Firstly ask if the issue occurs at a certain time of the day, on a certain program or a certain studio. What exactly do they experience? For example, classes ending early, audio stops, video stops, classes do not play at all.
Conduct a diagnostics test via the App by unlocking the padlock to the top right, navigating to SETTINGS > Version and click on 'Run Diagnostic Test'
If this detects no issues, tell the customer we will investigate and get back to them. > Escalate to someone with Kibana and Master login access.
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