Virtual App And Content FAQs

TABLE OF CONTENTS

• What Is The Les Mills Virtual App?
• Can I Log Into The App With My Temporary Password?
• Can I Pause My Quarterly Content Update?
• How Can I See What Release Played?
• How Can Members Select Audio & Subtitle Preferences With On-Demand?
• How Do I Change The Audio/Subtitle Languages During Playback?
• How Do I Check What Version I'm On?
• How Do I Disable Or Change The Default Order Of The Classes or Timetable Tabs?
• How Do I Force Close The App?
• How Do I Play A Class In Admin Mode?
• How Do I Play A Class In An On Demand Slot?
• How Do I Remove Releases From A Program?
• How Do I Restrict Downloads To Certain Times Of The Day?
• How Do I Run A Diagnostics Test?
• How Do I Set My App To 'Always On Demand' In Empty Time Slots?
• How Do I Stop A Scheduled Class And Start A New One?
• How Does The Screen Saver Functionality Work?
• How Long Do Downloads Take?
• I Have A Release That Doesn't Play To Completion. How Do I Remove/Reload?
• My App Is Not Sync'd With The Scheduler. What Should I Do?
• My App Is Not Functioning Properly, How Do I Do A 'Health Check?'
• My Content Downloads Have Failed. What Should I Do?
• What Does A Red Padlock On The App Mean?
• What Is An Access Code?
• What Is The Legal Disclaimer That Appears Before Content Plays?
• What Is The 'Next Class Player Alert?'
• What On Demand Settings Are Available For My Studio?
• What Should I Do If The Class I Scheduled Is Not Playing?
• When A New Language Is Available How Do I Download It?
• When I Schedule A Class Why Does It Not Appear On My App Timetable?
• Why Do I Get The Error 'No Studios Can Be Registered To The Account Right Now?'
• Why Has The Refresh Button Appeared In The 'Downloading In Progress' Tab?
• Why Is My Content Re-Downloading?

What Is The Les Mills Virtual App?

• The LES MILLS Virtual App is designed to play high definition cinematic quality fitness programs via an Apple iPad connected to an external screen in clubs and fitness facilities.  With 12 LES MILLS programs to choose from and the ability to schedule classes (or On Demand slots) 24 hours a day, it has the benefit of providing your members with more options to reach their fitness goals.  It is designed to complement live instructor led classes and can be deployed across multiple studios.
• See this guide on using the Les Mills Virtual App

Can I Log Into The App With My Temporary Password?

• No. A new permanent password needs to be created during your Virtual Scheduler setup via your desktop before the iPad app login. Follow the instructions in your 'Welcome to LES MILLS Virtual' email to activate your account and change your temporary password.
• You will use your username (eg. 123456@lesmillsvirtual.com) found in your on-boarding email and your newly created password to login to the App once it has been downloaded from the App store.
• Please see below a link on the steps required to activate my account for the first time, if you have not already done so:
  • https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084212-what-are-the-steps-to-activate-my-account-for-the-first-time-

Can I Pause My Quarterly Content Update?

• In App version 1.14.1 and newer there is the ability to pause downloads.  This means that the quarterly update that is released by the LES MILLS content team does not reach the App, however, your expired releases will still be removed.  
• To enable this feature unlock the padlock to the top right and enter your admin code
  • Navigate to SETTINGS > Manage Downloads
  • Toggle Pause Downloads to ON (green)
• You will then be promoted to confirm your selection as below: 

• Once Pause Downloads has been enabled you will see a screen like the below confirming that downloads are paused.

How Can I See What Release Played?

Virtual App versions 1.15 and newer store 7 days of playback history.  To access this data, please follow the steps below:

• Unlock the padlock to the top right of the APP
• Enter your admin code
• Navigate to SETTINGS > Playback History

For a more detailed analysis into your playback history please contact support on help@lesmillsvirtual.com 

How Can Members Select Audio & Subtitle Preferences With On-Demand?

If your studio offers on-demand classes (where members can select their favorite class for playback), it is now possible for members to pre-select their desired audio/subtitle tracks before playing a class:

Pre-selecting audio and subtitle options for on-demand playback

1. Member uses the classes options to browse for classes
2. Before pressing play, the member can tap on the 3 dots and select the desired audio and subtitle options
3. After pressing play icon, the class will playback in the members' chosen audio and subtitle language option selected above

Changing audio and subtitle options during playback

Members can change the audio and subtitle options during playback: 

1. Tap on the 3 dots in the ON NOW footer to bring up the audio and subtitle options
2. Selects the desired option(s), this will be reflected immediately

How Do I Change The Audio/Subtitle Languages During Playback?

Members can change the audio and subtitle options during playback: 

1. Tap on the 3 dots in the ON NOW footer to bring up the audio and subtitle options
2. Selects the desired option(s), this will be reflected immediately

How Do I Check What Version I'm On?

1. Go to iPad
2. Unlock admin mode
3. Navigate to Settings
4. App release number will appear under "version"

How Do I Disable Or Change The Default Order Of The Classes or Timetable Tabs?

Following the release of version 1.9, a user can select whether they would like the timetable or the classes tab to be the default, they can also disable one or the other but not both at the same time.  

To change the default order follow the below steps:

1. Unlock the padlock the top right of the APP
2. Enter 4 digit admin code
3. Navigate to SETTINGS>Device Settings
4. Under Navigation tabs hold down the 3 grey lines to the right (as below) that correspond to the tab you would like to move
5. The tab in position one (top) will be the default that a user sees first
6. To disable a tab:
7. Toggle the relevant tab to white (off) 

How Do I Force Close The App?

After the release of App version 1.9 a user can force close the APP in order to trigger a re-connection to Virtual systems.  

For iPad models with a home button:

1. Double click the home button 
2. Swipe up on the Les Mills Virtual APP by flicking it up and off the screen 
3. Re-open the Les Mills Virtual APP by clicking on it once

See a video: https://lesmills.egnyte.com/dl/k1Fhl5oJYg

For new iPad models without a home button:

1. Swipe up from the bottom edge towards the middle of the iPad, holding your finger on the screen.
2. Swipe the Les Mills Virtual APP by flicking it off the screen 
3. Re-open the Les Mills Virtual APP by clicking on it once

See a video: https://support.apple.com/en-us/HT201330 

How Do I Play A Class In Admin Mode?

It is useful for an administrator (or your AV provider) to be able to play a class anytime by unlocking admin mode.  These are the steps: 

1. Tap the padlock to the top right and enter your admin code. 
2. Click on the CLASSES tab where the latest releases will be displayed by default.
3. Use the "Find A Class" option to open filters to select a class, or select a program from the menu on the left.

How Do I Play A Class In An On Demand Slot?

An On Demand slot can be scheduled via the Virtual Scheduler or 'Always On Demand' can be toggled to ON within the App, allowing someone to select any class when there is a gap in the timetable. 

• This is enabled by unlocking the padlock and navigating to SETTINGS > Device Settings > Always on Demand.  
• Once an On Demand slot is available the App timetable will look like the below with an option to 'CHOOSE YOUR FAVOURITE CLASS' at the bottom right: 

The new interface allows for easier program access, and seamless search within the Find A Class option

• Members can browse for programs using filters within the “Find A Class” option such as Duration, Intensity, Class Name, or Type of Exercise

Members can also see all programs available on the left-hand side menu

After selecting a program, users will be presented with all videos within the program. To filter options, users can add a duration filter

Class Previews are full screen and easy to read once a member has selected a release. There are additional details provided for each release such as Equipment, Presenters, Class Length, and Languages

After selecting the release, users will click “Begin Workout” and the class will start playing on the external screen

Members can also choose a chapter within the video, allowing users to jump to key points while taking a class

How Do I Remove Releases From A Program?

• App versions 1.15 and newer include a feature to be able to remove releases from a program, which will remove the file from the customers downloads.  
• This is useful for customers whose iPad capacity is at its maximum, or they don't like a release or specific format (short format for example).
• This is accessed via Manage Downloads > Select Programmes and by clicking on the grey arrow (highlighted below). 

• From here, tap on the release to remove it, which makes it grey.  A customer can remove multiple releases if they like. 
• Then click back and CONFIRM to process the change.  
• They can undo their changes anytime by un-greying the release. 

How Do I Restrict Downloads To Certain Times Of The Day?

• Within the App, go to 'Settings', 'Manage downloads'.  Set the Night scheduled Downloads toggle to green (on). 
• When this is setup downloads will only occur between 1am and 5am. 

How Do I Run A Diagnostics Test?

Please bring the iPad back online and follow the below steps to re-establish a connection with the Scheduler and detect any issues. 

1. Tap the padlock to the top right of the App
2. Enter your admin code
3. Navigate to SETTINGS > Version > Run diagnostics

How Do I Set My App To 'Always On Demand' In Empty Time Slots?

Virtual users can now set their APP to be 'Always on Demand' in empty time slots which enables their members to select a class to play of their choice. To activate please follow these steps:

• Tap the padlock to the top right of the APP
• Enter your 4 digit admin code
• Navigate to SETTINGS > Device Settings
• Toggle 'Always on Demand' to green (on)

• There will be no change to the timetable image on the APP, the bar at the bottom will display 'On now: On Demand' and direct users to 'Choose your favourite class' by clicking on the green box.

How Do I Stop A Scheduled Class And Start A New One?

I Scheduled the Wrong Class and Now It’s Playing. How Do I Stop the Class and Start a New One?

1. Click on the padlock on the top right hand corner of the iPad. Enter your 4-digit admin code to unlock administrative control.
2. When unlocked, the iPad will show playback controls for any class that is 'Now Playing' in the bottom right hand corner of the iPad.
3. Stop the currently playing class.
4. Navigate to the 'Classes' tab, select a class and click the play button.
5. Click the padlock again to lock the iPad for normal use.

NOTE: the iPad will automatically lock itself after 45 seconds if you forget to lock it again unless you have toggled the override in the Settings tab. In this case, only manually locking the iPad will work.

How Does The Screen Saver Functionality Work?

If you would like to display an image of what class is coming next on your Virtual screen during breaks in classes, this can be enabled by toggling the Screen Saver to ON as follows:

• Unlock the padlock to the top right of the App
• Enter your admin code
• Navigate to SETTINGS > Device Settings >Enable External Screen Saver
• Toggle to ON (green)

To create atmosphere before a Virtual class starts, Screen Saver music can be enabled in addition to the Screen Saver. This plays a virtual soundtrack for two minutes before the class starts.  As the class starts the music will fade out. To enable this feature please ensure the Screen Saver is enabled first, as above and follow the below steps:

• Unlock the padlock to the top right of the App
• Enter your admin code
• Navigate to SETTINGS > Device Settings > Enable Screen Saver Music
• Toggle to ON (green) 

How Long Do Downloads Take?

• Included in the initial download of the standard bundle of 5 Virtual Group Fitness programs is over 50 hours of high definition video. Downloading these can take some time as the content file size is very large. Often it will be faster to complete downloads off site, in your on-boarding email is an access code that your AV provider can use to download content for you.  
• If you decide to download the content yourself we suggest you leave the iPad connected to the internet, with the app open. It can take 1 - 2 days and in some cases weeks and it's really important that this download process is not interrupted. Try to put the iPad as close as you can to the WIFI router. It may seem obvious, but the closer you are to the source, the stronger, more stable and faster your WIFI will be. You can always move the iPad back to where it needs to be once the initial downloads have completed. 
• Make sure the iPad is plugged into the power. Though the battery is good, it will go flat eventually. With a power adapter plugged into the wall, it will stay on as long as there are downloads to complete.  Keep the App open and the iPad unlocked. Please see link below for advice on optimizing big downloads and the 6 key steps for App and iPad setup: https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000054280-optimizing-big-downloads
• Fresh new content is automatically made available quarterly. These are much smaller, though can still put a strain on some clubs internet. If you would like these updates to only happen during off peak hours go to Manage Downloads within the App and set the scheduled downloads toggle to green (on), once your content has initially downloaded. 

I Have A Release That Doesn't Play To Completion. How Do I Remove/Reload?

Individual releases can be removed directly from the APP as follows:

1. Unlock the padlock to the top right of the APP and enter your admin code
2. Navigate to SETTINGS > 'Manage Downloads'
3. Scroll to the specific release with the issue under the 'Downloaded' tab
4. Click the refresh icon as indicated below
5. The release will re-download automatically.

A demo video can be found through the link below: https://www.youtube.com/watch?v=xoz08PWW150&feature=youtu.be

If removing the release and re-downloading does not resolve the issue please contact support on support@lesmillsvirtualapp.freshdesk.com

My App Is Not Sync'd With The Scheduler. What Should I Do?

• First run a diagnostics test within the APP as follows:
• Unlock the padlock to the top right of the App
• Navigate to SETTINGS > Version > Run Diagnostic test. 

2. Try force closing the App by minimizing it and swiping it away off the screen, then re-open 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'.

3. If your iPad is still not syncing, you can remove the device from within the scheduler and reconnect by following the below steps:

Please note: the below solution will delete all the content.  Please refer to 'How long will downloads take?' within 'Downloading content' for advice on maximizing downloads.

1. Log into the Virtual scheduler tool via your desktop at www.lesmillsvirtual.com with your Virtual username and password.

2. Click on the Settings icon and select 'Manage Devices' .

3. To the right you will see options to ‘REMOVE DEVICE’. Click on the option that corresponds to the device you would like to remove.

4. Click the Green button: SAVE CHANGES to process the device unlinking.

5. Delete the Les Mills Virtual App and wait 5-10 minutes. Redownload the App from the App Store

6. Once this has processed, it will take 5 minutes for the App to become ready for connecting/pairing with your studio timetable.

7. Log into the iPad App with your Virtual username and password and select your studio from the list and begin setup.

My App Is Not Functioning Properly, How Do I Do A 'Health Check?'

• Unlock the padlock to the top right of the App
• Navigate to 'Version' > click on 'Run Diagnostics Test,' the test will start automatically.
• Those highlighted in red detect a fail.
  • Internet Connection and Internet Speed fails should be reported to your IT department.
  • Refresh Download Queue will restart any stuck downloads sitting in your 'Downloading in Progress' tab under 'Manage Downloads'. 
  • Application version errors can be fixed by updating your app from the App Store.
  • Account and Scheduler fails will occur if you have changed your password in the Scheduler and not updated the APP.  Please update your APP password as follows: 
    • Unlock the lock symbol in the top right of the app.
    • Navigate to SETTINGS.
    • Under "Account" click on "Login with my new password".
    • If this does not solve the problem, please raise a support ticket.
  • External display fails please check your AV connections and equipment or contact your AV provider.  A link to the required equipment can be found below: https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment- 

My Content Downloads Have Failed. What Should I Do?

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 
   • Go to 'Settings' 
   • Go to '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

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

Notes

• 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.

What Does A Red Padlock On The App Mean?

• The red padlock means that Scheduler updates are not reaching the App.  This might be because the iPad is not connected to an internet source or the password has been changed in the Scheduler and not the App.  To resolve, the first step is to run a diagnostics test as follows:
  • Unlock the padlock to the top right of the APP
  • Navigate to SETTINGS >Version > Run Diagnostics Test
  • Once the test has run, if the padlock is still red, force close the App (do not delete the APP), see below instructions:
  • How to force close the APP:
    • https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000154214-how-to-force-close-the-app
  • If the padlock is still red, your password may have been changed in the Scheduler and needs to be updated in the APP as follows:
    • Unlock the padlock to the top right of the APP
    • Go to 'Login with my new password' 
    • Enter username and new password
•  Does the app now come back online? To test please change the studio name, wait a few minutes and see if the studio name changes on the iPad, if it does, all is Ok and the iPad is now syncing again.

What Is An Access Code?

• Your Access Code allows anyone (e.g. AV Partner/IT Support) to download all of your LES MILLS Virtual content without needing to fully set up the iPad. This means you do not need to give out your account details to external vendors.
• The access code can be found in your on-boarding email and expires after a period of time.

What Is The Legal Disclaimer That Appears Before Content Plays?

Consult your physician before beginning any exercise program. If you choose to exercise to this video, you do so at your own risk and acknowledge that the exercises carry an inherent risk of physical injury - particularly if you have a history of health problems or any previous injuries. If at any time you feel you are exercising beyond your current fitness abilities, or you feel discomfort, pain, dizziness, or nausea, you should discontinue exercising immediately. To the extent permitted by law, Les Mills and its affiliates disclaim any and all liability for claims resulting from failure to comply with these warnings, and/or the exercises in this video and/or any instructions and advice provided.

This video contains cover music and/or Les Mills original music. © 2023 Les Mills International Ltd. All rights reserved.

What Is The 'Next Class Player Alert?'

If there is a scheduled class due to start, the next class player alert warns the participants in the currently playing class that there is another class about to start.  This next class player alert counts down the number of seconds that the next class is going to start in.  It's worth noting that Virtual or Live classes always start on time to ensure smooth running of the timetable.

This can be enabled by: 

1. Uunlocking the padlock to the top right of the App and entering your admin code.  
2. Navigating to SETTINGS > Device Settings > External Screen
3. Toggle Next Class Player Alert to ON (green)
   

• An example of the Next Class Player Alert on the external screen is below:

What On Demand Settings Are Available For My Studio?

• On Demand settings can be applied to each App (studio) by unlocking the padlock to the top right of the App and entering your admin code.  Navigate to SETTINGS > Device Settings > OnDemand 
  • Always on Demand: enables an On Demand slot to be available within any empty timetable slot (default is off) 
  • Enable OnDemand Pause: enables an OnDemand participant to pause a currently playing class (default is on)
  • Enable OnDemand Language Selection: enables an OnDemand participant to change their preferred audio language (default is on)
  • Enable OnDemand Scrub: enables an OnDemand participant to fast-forward or rewind through a video during playback (default is on)

What Should I Do If The Class I Scheduled Is Not Playing?

Please try these troubleshooting steps:

1. Run a Diagnostics test via the App as follows to detect any issues:
2. Unlock the padlock to the top right of the App
3. Navigate to Version > Run Diagnostics Test
4. Force close the APP by minimising it and swiping it off the screen:
   • https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000154214-how-to-force-close-the-app 
   • (You might need to exit Guided Access first by triple clicking the home or side button on the iPad)

5. Go back to your scheduler 
6. Check that there is a black play symbol next to the name of the class (see BODYCOMBAT below).
7. Confirms that a Virtual class has been scheduled.  
8. In the image below, BODYPUMP is a live (instructor led) class and will not play content.
9. Remove the Apple adapter from the iPad and HDMI cable from the adapter and re-connect.  
10. Then try to play a class in admin mode by unlocking the padlock to the top right and navigating to the Classes tab, then select a release to play.  
11. If nothing plays there is a break in the connection with the screen which should be reported to your AV provider.

When A New Language Is Available How Do I Download It?

• New languages will download automatically provided the language is in your entitlements. Please check the usual download issue checklist if the content has not appeared.

When I Schedule A Class Why Does It Not Appear On My App Timetable?

There could be a few reasons:

1. Your iPad is not connected to the internet.
2. Your iPad is not synced with the scheduler.  Run a Diagnostics test via the App as follows to re-establish a connection and detect any issues:
3. Unlock the padlock to the top right of the App
4. Navigate to Version > Run Diagnostics Test 

Why Do I Get The Error 'No Studios Can Be Registered To The Account Right Now?

This error message will display for two reasons: 

• You are not setup for an additional studio (device).  Please contact your LES MILLS representative to add an additional studio.
• When the scheduler is not linked to the iPad. Below is the procedure to unlink and remove the connection to the old app install so you can connect it again to your app.  Please note, downloaded content will be deleted.

Client Troubleshooting Steps:

1. Log into the Virtual scheduler tool via your desktop at www.lesmillsvirtual.com with your Virtual username and password.
2. Click on the Settings icon and select 'Manage Devices' .
3. To the right you will see options to ‘REMOVE DEVICE’. Click on the option that corresponds to the device you would like to remove.
4. Click the Green button: SAVE CHANGES to process the device unlinking.
5. Once this has processed, it will take 5-10 minutes for the app to become ready for connecting/pairing with your studio timetable.
6. Log into the iPad app with your Virtual username and password and select your studio from the list and begin setup. 

Why Has The Refresh Button Appeared In The 'Downloading In Progress' Tab?

• When a download fails, the Virtual APP re-queues the release to the top of the Downloading in Progress tab and the refresh button (circle with an arrow), appears to the right.  There is no required action, the release will re-download automatically.
• The below image is an example of a failed download (BODYPUMP 111) that is queued for re-download.
• If the release stays stuck, try refreshing a random release from the Downloaded tab to see if that forces the stuck download to download.  If this is successful, please play the release in admin mode via the App to make sure it plays to completion. 

Why Is My Content Re-Downloading?

There are a couple of reasons content might re-download.

• A new language has recently been added to your account.  In this case the video files need to re-download together with the audio files.
• You were on an old App version and updated to a new version, skipping a few releases in between.  To avoid this, please update your APP whenever requested to do so.