Subject: New Reply Received - Classes stopping and starting from first
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 03 Mar 2020 01:53:04 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Classes stopping and starting from first  Ticket comment <div style="font-family: Arial, Helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0)">
Hi Tracey,</div>
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Mark Newing should be able to provide you with the AV schematic for your virtual install so the Les Mills helpdesk can help you further as they are trying to narrow down on the issue.</div>
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Could Mark help us any further?</div>
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<span style="color:rgb(33,33,33); font-size:10pt; font-family:Arial,Helvetica,sans-serif">Cheers,</span><br style="color:rgb(33,33,33); font-size:13.3333px">
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<span lang="EN-US" style="font-family:Arial,sans-serif,serif,EmojiFont; font-size:8pt">Scott Lambert <span style="color:rgb(127,127,127)">| Business Partnership Manager<br>
Les Mills Asia Pacific</span></span><span style="color:rgb(127,127,127); font-family:Arial,sans-serif,serif,EmojiFont; font-size:8pt"> |
<a href="mailto:[email-masked]" class="OWAAutoLink" rel="noreferrer">[email-masked]</a><span class="x_x_x_Object"><br>
</span>PO Box 3998 Manuka ACT 2603 AUSTRALIA<br>
</span><span style="color:rgb(127,127,127); font-family:Arial,sans-serif,serif,EmojiFont; font-size:8pt">tel +61 <span style="font-size:11px"> 2 </span><span style="font-size:11px">6215 8116 <span style="font-size:10.6667px">| <a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer" class="x_OWAAutoLink" id="LPNoLP">www.lesmills.com.au</a> <span style="color:rgb(127,127,127); font-family:Arial,sans-serif,serif,EmojiFont; font-size:10.6667px">|
<a href="https://www.linkedin.com/in/scott-lambert-453847104/" class="OWAAutoLink" rel="noreferrer">
LinkedIn</a></span></span></span></span>
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<span style="color:rgb(12,100,192)"><b><a href="https://lesmills.com.au/calendar/AUS-2020" title="https://lesmills.com.au/calendar/AUS-2020" rel="noreferrer">Download your 2020 Les Mills Workshop Calendar here</a></b></span>
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<span style="color:rgb(200,38,19)"><b><a href="https://www.lesmills.com/clubs-and-facilities/research-insights/fitness-trends/2020-vision-10-trends-set-to-shake-up-fitness-in-the-year-ahead/" title="https://www.lesmills.com/clubs-and-facilities/research-insights/fitness-trends/2020-vision-10-trends-set-to-shake-up-fitness-in-the-year-ahead/" rel="noreferrer">Industry
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<div>From: Geelong City &lt;[email-masked]&gt;<br>
<b>Sent:</b> Tuesday, 3 March 2020 12:46 PM<br>
<b>To:</b> Les Mills International &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;<br>
<b>Cc:</b> Scott Lambert &lt;[email-masked]&gt;; Amanda Bianco &lt;[email-masked]&gt;; Emma Robertson &lt;[email-masked]&gt;; Mark Newing &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;<br>
<b>Subject:</b> RE: Classes stopping and starting from first
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<span style="">Hi AJ<br>
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<span style="">Thank you for your reply.<br>
Todays 12pm RPM also did not run, but was resolved by shutting the IPAD down and restarting.<br>
<br>
My apologies, I have no idea how to assist with your request -do you have any suggestions on how I would achieve this:<br>
</span><i><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>In order to troubleshoot the 4pm SPRINT class we need confirmation of the equipment that's installed and preferably an AV schematic showing how all the components are connected, as
 the issue seems to be related to the equipment</span></i><span style=""><br>
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<span style="">Thanks so much in advance,</span>
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<span style="">Tracey</span>
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<span style="font-family:Calibri"><span style="font-size:11pt"><span style="font-size:12pt"></span></span></span><font color="#d60c8c"><font color="#98b5d4">Connect with us</font>
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<b><span lang="EN-US">From:</span></b><span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
<br>
<b>Sent:</b> Tuesday, 3 March 2020 12:17 PM<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> [email-masked]; Geelong City &lt;[email-masked]&gt;; Amanda Bianco &lt;[email-masked]&gt;; Emma Robertson &lt;[email-masked]&gt;; Mark Newing &lt;[email-masked]&gt;; [email-masked];
 [email-masked]<br>
<b>Subject:</b> Re: Classes stopping and starting from first</span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>Hi Tracy,</span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>Thank you for your email. Looking at the backend data, the 8am BodyBalance class was scheduled as a Live class, please ensure you select 'Virtual' when scheduling Virtual classes.​</span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>In order to troubleshoot the 4pm SPRINT class we need confirmation of the equipment that's installed and preferably an AV schematic showing how all the components are connected, as the issue
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<span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>We look forward to hearing from you.</span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>Thank you,<br>
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AJ<br>
Customer Services<br>
Les Mills Virtual App</span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'><br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242</a> </span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>On Tue, 3 Mar at 1:19 PM
<span class="x_separator">, Geelong City &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>Hi Pritish,<br>
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Our virtual classes glitched last night:</span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>Mon 2/3 8am Body Balance did not run (restarting Ipad did not correct)</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>Tues 3/3 4pm Sprint ran for approx. 3minutes and then the stopped.<br>
*Shutting the ipad down and restarting it restarted the class from the beginning.</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>Thanks guys</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>Tracey</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>From:</span><span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica Neue",serif'> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
<br>
<b>Sent:</b> Monday, 2 March 2020 12:28 AM<br>
<b>To:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
<b>Cc:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>; Geelong City &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Amanda Bianco &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;;
 Emma Robertson &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Mark Newing &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;;
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
<b>Subject:</b> Re: Classes stopping and starting from first</span><span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica Neue",serif'>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Hi Tracy,</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Just wanted to follow up with you on the Virtual Playbacks. </span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Could you please let us know how is it going?</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>We do see two isolated issues with the playback however it looks like all the other classes are playing fine. </span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>We will leave this ticket open for another 48 hours if you need assistance with anything else. </span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Warm Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App<br>
<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242</a></span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>On Mon, 24 Feb at 1:32 AM
<span class="x_separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Hi Tracy, Greg</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif; color:#183247'>Hope everything is well. </span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif; color:#183247'>We are following up with you in regards to the issues reported with Virtual Playback.</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif; color:#183247'>Could you please confirm if the equipment was checked and everything is running well now?</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif; color:#183247'>Did you hear about any new issues at the club? If yes, could you please share the details.</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif; color:#183247'>Looking forward to hearing from you.</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif; color:#183247'>Warm Regards,</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif; color:#183247'>Nusan</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif; color:#183247'>Customer Services</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif; color:#183247'>Les Mills Virtual App</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242</a> </span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>On Tue, 18 Feb at 11:08 PM
<span class="x_separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Hi Tracy,</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Thank you so much for sharing the details. </span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>We have checked our backend data and found the following:</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>10th Jan 4:30pm RPM -</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>As checked your scheduler you have scheduled a Live RPM class rather then Virtual. PFB the screenshot:</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'><img id="x__x0000_i1025" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNTg1OTQ0NTksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.JlM5sqeFX0XumL40sMuVRBr7sFe5wK5SaZFbC4-IiME"></span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>15th Dec 7am RPM</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>​For this class we see that you received an error message on screen which is "<strong><span style='font-family:"Helvetica",sans-serif'>No External Screen Connected</span></strong>" and due to
 this the class was not playing. This error message is related to the AV Setup of the club which is related to the EDID or the Apple adapter. If you ever get this message in the future then should check if all the equipment connected securely and also check
 the link below - </span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected-" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected-</a></span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>17th Feb 3pm B​ODYCOMBAT</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>This class was scheduled for 50 mins and was scheduled correctly. We found that the class started on time and also played for 54 mins before it was stopped. However, we do not see the class
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>If this happens again could you please share the photo of the app and the display screen so that we can check what might be happening.</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Looking forward to the requested information.</span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>​Warm Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242</a> </span><span style='font-size:10.0pt; font-family:"Helvetica Neue",serif'></span>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242