Where did the video go?
Response from developer
Hello MamaFForever, thank you very much for being a customer and for your feedback! We are sorry to hear about any video playback issue and we're glad to be of assistance! We have received 2 recent reviews regarding video playback issues. However, we have not had any over-arching video issues recently. With this in mind and so we can help, please launch the LateralX app, navigate to the Settings, and then use the "Send us an email" option. That will allow you to send a message directly to our App Team and they'll respond back and forth to you directly within 1-2 business days. When you send the App Team a message, please make sure to include a description of the issue, details on your iPhone or iPad, and information which might allow us to locate your customer file. They will take over from there and we're happy to help! - Bowflex Team
After 5 minutes of waiting for the video to load I gave up.
Response from developer
Hello Essential Element, thank you very much for being a customer and for your review! We are sorry to hear about any trouble with the LateralX app videos and we're glad to be of assistance! We have received 2 recent reviews regarding video playback issues. However, we have not had any over-arching video issues recently. With this in mind and so we can help, please launch the LateralX app, navigate to the Settings, and then use the "Send us an email" option. That will allow you to send a message directly to our App Team and they'll respond back and forth to you directly within 1-2 business days. When you send the App Team a message, please make sure to include a description of the issue, details on your phone or tablet, and information which might allow us to locate your customer file. They will take over from there and we're happy to help! - Bowflex Team
Videos won’t play
Response from developer
Hey awolfe1, we're sorry to hear about any video playback trouble and otherwise glad to hear the rest of the app has been working great for you. We have tweaked some things to allow videos to scale a bit better depending on your current connection, but if you're still having trouble on WiFi, here's what I'd do. Start off by seeing if the issue occurs on a different wireless network and/or when using cellular data. If the issue only occurs on your own WiFi network, you may have to address things there in that regard on your own. However, if the issue persists on cellular or other WiFi networks. launch the LateralX app, navigate to the settings, and then use the "Send us an email" option. The "Send us an email" option sends information directly to our App Support team and they'll get back to you directly within 1 or 2 business days. When you email, I'd recommend laying out the situation and see what can be done. For example, I'd say something like LateralX workout videos work perfectly fine on cellular data, but will not play on various, different, wireless network connections. Thanks for being a customer and happy holidays! - Clayton, Bowflex Team
App SLOW
Response from developer
Hey JACo_OLz™, we're sorry to hear about any trouble. We did have several people mention similar issues when the app was first released so we did investigate the problem. We learned that affected customers were experiencing issues due to low bandwidth which is causing buffering. The problem could be coming from your device, carrier or both. You can still likely play video from other sources, though, because those videos are dynamically changed based on bandwidth. We have made an adjustment to the videos on our servers which we hope will help. Essentially, we've allowed videos to scale down more if needed. However, we are not experiencing any sort of load/strain on our servers, it's not something coming from our end, and we are not able to reproduce this outside of connections with limited bandwidth or packet loss. I hope the changes we've made help, but should you continue to have any trouble, please email our App Support team directly from within the LateralX app. Navigate to the settings and use the "Send us an email" option. We'd be happy to look in to this for you further, directly, and specifically to you. - Clayton, Bowflex Team
