Subject: New Reply Received - FW: Studio virtual wall
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 02 Mar 2020 22:25:04 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  FW: Studio virtual wall  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>o.k. got it thanks.
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<div class="MsoNormal"><span style='font-size:14.0pt;font-family:"Freestyle Script";color:#1F497D'>       Health and Happiness Always!</span></div>
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<a href="http://ymcagwc.org/" rel="noreferrer"><span style="text-decoration:none"><img width="90" height="75" id="_x0000_i1030" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNTk3MDU2MjQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.szmDBoGBb7HRdW3vWnbhIS1ANMbg9u0lQARYAxSDOpU" alt="Description: YMCA logo"></span></a><span style="color:#636466"></span>
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<b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#92278F;text-transform:uppercase;letter-spacing:1.5pt'>Terian SzymCzak<br>
</span></b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>Senior Director | CHASCO and Hutto Family YMCA’s</span><span style="color:#636466"><br>
</span><b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>P: </span></b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>512.615.5567 <b>F:</b> 512.244.7381<b> E: </b>[email-masked]</span><span style="color:#636466"><br>
</span><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'><a href="http://ymcagwc.org/" rel="noreferrer"><b><span style="color:#ED1C24;text-decoration:none">ymcagwc.org</span></b></a> | The Y. So Much More™</span><span style="color:#636466"></span>
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<div>From:<span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Les Mills International [mailto:[email-masked]]
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<b>Sent:</b> Monday, March 02, 2020 4:24 PM<br>
<b>To:</b> Terian Szymczak<br>
<b>Cc:</b> [email-masked]<br>
<b>Subject:</b> Re: FW: Studio virtual wall</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>Hi Terian,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>Thank you for the details, we'll wait to hear from Joe on the rest of the AV information.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>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.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>Thank you,<br>
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AJ<br>
Customer Services<br>
Les Mills Virtual App</span></div>
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Ticket: <a href="https://linkprotect.cudasvc.com/url?a=https%3a%2f%2flesmillsvirtualapp.freshdesk.com%2fhelpdesk%2ftickets%2f3371&amp;c=E,1,cayYK92jEBdnTJhqAsCDjW1DouXEJ3TV9h-JYYT_6iIIyzZz68w7tUaTsUggX01N_Orkqr_4yi6DM-KgJNQM8j8MvGuy1K7q0cbxM7JoUQWuImN04A4,&amp;typo=1" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3371</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>On Tue, 3 Mar at 11:19 AM
<span class="separator">, Terian Szymczak &lt;[email-masked]&gt; wrote: </span></span><span class="separator"></span>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>See my comments in red below…………the others will need a response from my AV provider copied on this email. 
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<span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Thanks.</span><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'></span>
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<span style='font-size:14.0pt;font-family:"Freestyle Script";color:#1F497D'>       Health and Happiness Always!</span><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'></span>
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<b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#92278F;text-transform:uppercase;letter-spacing:1.5pt'>Terian SzymCzak<br>
</span></b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>Senior Director | CHASCO and Hutto Family YMCA’s</span><span style="color:#636466"><br>
</span><b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>P: </span></b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>512.615.5567 <b>F:</b> 512.244.7381<b> E: </b>[email-masked]</span><span style="color:#636466"><br>
</span><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'><a href="https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fymcagwc.org%2f&amp;c=E,1,MuJYBBHfmj_09Oj_Y9owJ6HneMeRr0r3G-4g5LPX7HNJBWXEGtITQMmhQiPOGZqvmbwLcFEeH3A3Xojvnp3RO5UwE5IKBtg55gidRfySFpfd6khm&amp;typo=1" rel="noreferrer"><b><span style="color:#ED1C24;text-decoration:none">ymcagwc.org</span></b></a> |
 The Y. So Much More™</span> </div>
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<span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>From:</span><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Les Mills International [mailto:[email-masked]]
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<b>Sent:</b> Monday, March 02, 2020 3:20 PM<br>
<b>To:</b> Terian Szymczak<br>
<b>Subject:</b> Re: FW: Studio virtual wall</span><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>
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<b><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>Hi Terian,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>Thank you for the details. Based on our backend system data, we see the following:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>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.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>2. The BodyCombat Beginner class played on Thursday at 1:30 pm, and again, the backend data show it playing correctly through to completion.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>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<span style="color:red">? 9 minutes into class then reset to the beginning of class.
</span><span style="color:#1F497D"> </span>When the classes ended, did the Les Mills logo come up on the wall?<span style="color:#1F497D">
</span><span style="color:red">Don’t know</span><span style="color:#1F497D">.  </span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>In order for us to troubleshoot further, could you please confirm the following:<span style="color:#1F497D">
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>1. Does the video wall have a power-save or ECO mode that's turned on?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>We look forward to hearing from you.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>Thank you,<br>
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AJ<br>
Customer Services<br>
Les Mills Virtual App</span></div>
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Ticket: <a href="https://linkprotect.cudasvc.com/url?a=https%3a%2f%2flesmillsvirtualapp.freshdesk.com%2fhelpdesk%2ftickets%2f3371&amp;c=E,1,7QHOl1ggUtYKqBAj2rWhN-6cDcfkMoh6G-3wBaCAmPS92bdO4f5VXsEADhks-bGIk9enAa4nuTD4EI0mF7ceO7aJ5PiW-06Vdq-NvJKJ3Hxdz1qbnPSu&amp;typo=1" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3371</a> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>On Tue, 3 Mar at 9:48 AM
<span class="separator">, Terian Szymczak &lt;[email-masked]&gt; wrote: </span></span></div>
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<span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Sorry – It’s the Hutto Family YMCA of Greater Williamson Co.  Username:
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> </span>
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<span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Thanks.</span><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>
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<span style='font-size:14.0pt;font-family:"Freestyle Script";color:#1F497D'>       Health and Happiness Always!</span><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>
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<b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#92278F;text-transform:uppercase;letter-spacing:1.5pt'>Terian SzymCzak<br>
</span></b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>Senior Director | CHASCO and Hutto Family YMCA’s</span><span style="color:#636466"><br>
</span><b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>P: </span></b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>512.615.5567 <b>F:</b> 512.244.7381<b> E: </b>[email-masked]</span><span style="color:#636466"><br>
</span><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'><a href="https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fymcagwc.org%2f&amp;c=E,1,TI5g8Oa-4yyqbUuSWumCqlmSoPvi1OI69G8PGQ6NKdEWusGaMbbHlB8jqgffzZBp1eAD5m35gjBB7sU7hstYc-GA-Js1c-FzkT65CcMvJnQ-sXuv2ZU,&amp;typo=1" rel="noreferrer"><b><span style="color:#ED1C24;text-decoration:none">ymcagwc.org</span></b></a> |
 The Y. So Much More™</span> </div>
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<span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>From:</span><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Les Mills International [mailto:[email-masked]]
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<b>Sent:</b> Monday, March 02, 2020 2:46 PM<br>
<b>To:</b> Terian Szymczak<br>
<b>Subject:</b> Re: FW: Studio virtual wall</span><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>
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<b><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>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.</span></b><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>Hi Terian,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>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?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>Thank you,<br>
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AJ<br>
Customer Services<br>
Les Mills Virtual App</span></div>
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Ticket: <a href="https://linkprotect.cudasvc.com/url?a=https%3a%2f%2flesmillsvirtualapp.freshdesk.com%2fhelpdesk%2ftickets%2f3371&amp;c=E,1,F9nkTxe03zglwH2cj6Dp-Sw8yeZAY86FmKQ6M9TU1NFBu2YVgkA7YeBv1pbfBr44mzmJRtyK5LwZS3to5FiHW4RbbBhWwPSwDatgQVOrWo4,&amp;typo=1" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3371</a> </span></div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3371