Subject: Ticket re-opened - [#3371] FW: Studio virtual wall
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 02 Mar 2020 22:25:05 +0000 (UTC)

Hi Pritish Nandi,  Ticket “#3371 – FW: Studio virtual wall” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3371 to view the ticket.  Ticket comment   
 o.k. got it thanks.

 

 

     

 
 
        Health and Happiness Always! 

 

 

 

Terian SzymCzak 
Senior Director | CHASCO and Hutto Family YMCA’s 
P: 512.615.5567 F: 512.244.7381 E: [email-masked] 
ymcagwc.org | The Y. So Much More™

 

  

 

 

  

 
  
 From: Les Mills International [mailto:[email-masked]]
 
Sent: Monday, March 02, 2020 4:24 PM 
To: Terian Szymczak 
Cc: [email-masked] 
Subject: Re: FW: Studio virtual wall

 

 

 
 
 CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and
 know the content is safe. 

 

 

 

 Hi Terian, 

 
 
 ​ 

 
 
 Thank you for the details, we'll wait to hear from Joe on the rest of the AV information. 

 

   

 
 Until we get this issue resolved, it may be a good idea to have a staff member take a pic or video if this restart error recurs with another class - the further detail
 would help in troubleshooting the root cause. 

 

   

 
 Thank you, 
 
AJ 
Customer Services 
Les Mills Virtual App 

 

Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3371 

 

  

 

 
 
On Tue, 3 Mar at 11:19 AM
, Terian Szymczak <[email-masked]> wrote: 

 

 See my comments in red below…………the others will need a response from my AV provider copied on this email. 

 

   

 

Thanks.

 

   

 

 

 

 

       Health and Happiness Always!

 

 

 

 

 
Terian SzymCzak 
Senior Director | CHASCO and Hutto Family YMCA’s 
P: 512.615.5567 F: 512.244.7381 E: [email-masked] 
ymcagwc.org |
 The Y. So Much More™  

 

 

 

 

 

 

 
From: Les Mills International [mailto:[email-masked]]
 
Sent: Monday, March 02, 2020 3:20 PM 
To: Terian Szymczak 
Subject: Re: FW: Studio virtual wall

 

 

 

 

CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and
 know the content is safe.

 

 

 

 

 Hi Terian, 

 

 

 

 
 
 Thank you for the details. Based on our backend system data, we see the following: 

 

 

 

 
 
 1. The 7:10 am CXWORX class was CXWORX 32, and we see the class starting on time and playing through to completion without any errors. 

 

 

 

 
 
 2. The BodyCombat Beginner class played on Thursday at 1:30 pm, and again, the backend data show it playing correctly through to completion. 

 

 

 

 
 
 Neither of the files are corrupt, nor were they scheduled incorrectly, and the system didn't log any anomalies during playback. Does Kendra recall at what point in the
 videos, the screen went blank? Was it right at the start? 9 minutes into class then reset to the beginning of class.
 When the classes ended, did the Les Mills logo come up on the wall?
Don’t know.  

 

 
 
 ​ 

 

 
 In order for us to troubleshoot further, could you please confirm the following:

 

 
 
 1. Does the video wall have a power-save or ECO mode that's turned on? 

 

 
 2. Please confirm the make and model of the EDID that you have. 

 

 
 3. A diagram of your AV setup would also be a huge help. 

 

 

 

 
 
 Please feel free to cc your AV provider for help with the technical details above; we can follow up directly with them to troubleshoot further. 

 

 
 ​ 

 

 
 We look forward to hearing from you. 

 

 
 ​ 

 

 
 Thank you, 
 
AJ 
Customer Services 
Les Mills Virtual App 

 

 
  
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3371  

 

 
 
 On Tue, 3 Mar at 9:48 AM
, Terian Szymczak <[email-masked]> wrote:  

 

 
 
Sorry – It’s the Hutto Family YMCA of Greater Williamson Co.  Username:
[email-masked] 

 

 

   

 

 
 
Thanks.

 

 

   

 

 

     

 

 

 
       Health and Happiness Always!

 

 

 

  

 

 

 
Terian SzymCzak 
Senior Director | CHASCO and Hutto Family YMCA’s 
P: 512.615.5567 F: 512.244.7381 E: [email-masked] 
ymcagwc.org |
 The Y. So Much More™  

 

 

 

 

 

 

 

 

From: Les Mills International [mailto:[email-masked]]
 
Sent: Monday, March 02, 2020 2:46 PM 
To: Terian Szymczak 
Subject: Re: FW: Studio virtual wall

 

 

   

 

 

 
CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and
 know the content is safe.

 

 

 

 

 

 Hi Terian, 

 

 

 ​ 

 

 

 Thank you for reaching out to us today. In order for us to troubleshoot the issues with the classes, could you please help us out with the facility name and Les Mills username,
 please? 

 

 

   

 

 

 Thank you, 
 
AJ 
Customer Services 
Les Mills Virtual App 

 

 

  
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3371  

 

 

 
3371:859387

 

 

 

 

 
3371:859387

 

 

 

 
 
3371:859387