Subject: New Reply Received - Classes stopping and starting from first
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 03 Mar 2020 05:41:13 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Classes stopping and starting from first  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span lang="EN-US">Hi Tracey,</span></div>
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<div class="MsoNormal"><span lang="EN-US">Happy to assist anyway we can. Thanks</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span></div>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg Cartagena | Virtual AV Support Specialist</span><span style="font-size:11.5pt;color:#212121"><br>
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Les Mills Asia Pacific | <a href="http://www.lesmills.com.au" rel="noreferrer"><span style="color:purple">www.lesmills.com.au</span></a> </span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:#212121'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:#212121'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Tel
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:black'>+61 455 508 248
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>| Email [email-masked]</span><span style='font-family:"Tahoma",sans-serif'></span>
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<span style="font-size:12.0pt;color:#212121">Please note, my standard office hours are: Mondays – Fridays 9pm – 5pm</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:#212121'>
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<span style="font-size:12.0pt;color:#212121"><a href="https://www.lesmills.com.au/campaign/bodycombat-reinvented" title="https://www.lesmills.com.au/campaign/bodycombat-reinvented" rel="noreferrer"><span style="color:purple">Be
 #invincible with the world’s top martial arts-inspired workout. #BODYCOMBAT</span></a></span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:#212121'></span>
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<span style="color:black;background:#FDFDFD">The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks is expressly prohibited. If you receive
 this email in error, please contact us, then delete the email and the attachments. BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN TO MOVE®, CLUB COUNT®, CXWORX®,  IMMERSIVE FITNESS®, LES MILLS BARRE™, LES MILLS GRIT®, LES MILLS
 SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH'BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP® are all registered trademarks of Les Mills Asia Pacific.</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:#212121'></span>
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<div>From: <span style="font-size:12.0pt;color:black">Geelong City &lt;[email-masked]&gt;<br>
<b>Date: </b>Tuesday, 3 March 2020 at 3:25 PM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;, 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;<br>
<b>Subject: </b>RE: Classes stopping and starting from first</span>
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<div class="MsoNormal">Thank you Greg,</div>
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Also note that today:<br>
12pm RPM, and<br>
4pm RPM<br>
both did not run, but were resolved by shutting the IPAD down and restarting.<br>
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<div class="MsoNormal">Your assistance is appreciated,</div>
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<div class="MsoNormal">Tracey <span style='font-family:"Apple Color Emoji"'>&#128522;</span>
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<b><span lang="EN-US">From:</span></b><span lang="EN-US"> Greg Cartagena &lt;[email-masked]&gt;
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<b>Sent:</b> Tuesday, 3 March 2020 12:58 PM<br>
<b>To:</b> Geelong City &lt;[email-masked]&gt;; Les Mills International &lt;[email-masked]&gt;; [email-masked]<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;<br>
<b>Subject:</b> Re: Classes stopping and starting from first</span>
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<div class="MsoNormal">Hi Tracey,</div>
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<div class="MsoNormal">The AV was installed by Andrew from Contract AV. I have spoken to him last week to confirm that they have installed the required genuine Apple adaptors and EDID as part of the install and pre-install testing that was conducted.
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<div class="MsoNormal">I can take this task over on behalf of Tracey and we can update Tracey and all when I reconfirm the AV system design with Andrew.</div>
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<div class="MsoNormal">The way it was explained to me as part of our communication process is the iPad is set up as per the LMV App installation guide and in further communications with myself during the automation set up. When they completed the installation
 onsite all was working as expected at the time.  </div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span></div>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg Cartagena | Virtual AV Support Specialist</span><span style="font-size:11.5pt;color:#212121"><br>
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Les Mills Asia Pacific | <a href="http://www.lesmills.com.au" rel="noreferrer"><span style="color:purple">www.lesmills.com.au</span></a> </span>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span></div>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Tel
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:black'>+61 455 508 248
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>| Email
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span>
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<span style="font-size:12.0pt;color:#212121">Please note, my standard office hours are: Mondays – Fridays 9pm – 5pm</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:#212121'>
</span>
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<div class="MsoNormal" style="background:white"><span style="font-size:12.0pt;color:#212121"><a href="https://www.lesmills.com.au/campaign/bodycombat-reinvented" title="https://www.lesmills.com.au/campaign/bodycombat-reinvented" rel="noreferrer"><span style="color:purple">Be
 #invincible with the world’s top martial arts-inspired workout. #BODYCOMBAT</span></a></span></div>
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<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:#212121'><img width="599" height="128" style="width:6.2395in;height:1.3333in" id="_x0000_i1028" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNTk3MjIyMTIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.fF9qKMmw-ghC9dg-ctAB4Rwc1pFFGFPNpV6ISDi7zvw" alt="/var/folders/cy/jz6gmzgn12lbvn68mt_q971w0000gn/T/com.microsoft.Outlook/WebArchiveCopyPasteTempFiles/cid59d22b62-1618-4990-a43d-65eb99e112a5"></span></div>
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<div class="MsoNormal" style="background:white"><span style="color:black;background:#FDFDFD">The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks is expressly prohibited. If you receive
 this email in error, please contact us, then delete the email and the attachments. BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN TO MOVE®, CLUB COUNT®, CXWORX®,  IMMERSIVE FITNESS®, LES MILLS BARRE™, LES MILLS GRIT®, LES MILLS
 SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH'BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP® are all registered trademarks of Les Mills Asia Pacific.</span></div>
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<b><span style="font-size:12.0pt;color:black">From: </span></b><span style="font-size:12.0pt;color:black">Geelong City &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Date: </b>Tuesday, 3 March 2020 at 11:46 AM<br>
<b>To: </b>Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;, "<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>" &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc: </b>"<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>" &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>"
 &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject: </b>RE: Classes stopping and starting from first</span>
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<div class="MsoNormal" style="margin-bottom:12.0pt">Hi AJ<br>
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<div class="MsoNormal" style="margin-bottom:12.0pt">Thank you for your reply.<br>
Todays 12pm RPM also did not run, but was resolved by shutting the IPAD down and restarting.<br>
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My apologies, I have no idea how to assist with your request -do you have any suggestions on how I would achieve this:<br>
<i><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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><br>
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<div class="MsoNormal">Thanks so much in advance,</div>
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<div class="MsoNormal">Tracey</div>
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<b><span style="font-size:12.0pt;color:#98B5D4">Connect with us</span></b><b><span style="font-size:12.0pt;color:#D60C8C">
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<b><span lang="EN-US">From:</span></b><span lang="EN-US"> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Tuesday, 3 March 2020 12:17 PM<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>; <a href="mailto:[email-masked]" rel="noreferrer">
[email-masked]</a><br>
<b>Subject:</b> Re: Classes stopping and starting from first</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Tracy,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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 Neue"'>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://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242</a> </span></div>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Pritish,<br>
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Our virtual classes glitched last night:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Mon 2/3 8am Body Balance did not run (restarting Ipad did not correct)</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Tues 3/3 4pm Sprint ran for approx. 3minutes and then the stopped.<br>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thanks guys</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:
</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<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>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Hi Tracy,</span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Just wanted to follow up with you on the Virtual Playbacks. </span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Could you please let us know how is it going?</span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">We do see two isolated issues with the playback however it looks like all the other classes are playing fine. </span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">We will leave this ticket open for another 48 hours if you need assistance with anything else. </span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">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></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">On Mon, 24 Feb at 1:32 AM
<span class="separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Hi Tracy, Greg</span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica;color:#183247">Hope everything is well. </span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica;color:#183247">We are following up with you in regards to the issues reported with Virtual Playback.</span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica;color:#183247">Could you please confirm if the equipment was checked and everything is running well now?</span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica;color:#183247">Did you hear about any new issues at the club? If yes, could you please share the details.</span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica;color:#183247">Looking forward to hearing from you.</span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica;color:#183247">Warm Regards,</span></div>
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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></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">On Tue, 18 Feb at 11:08 PM
<span class="separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Hi Tracy,</span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Thank you so much for sharing the details. </span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">We have checked our backend data and found the following:</span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">As checked your scheduler you have scheduled a Live RPM class rather then Virtual. PFB the screenshot:</span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">15th Dec 7am RPM</span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">​For this class we see that you received an error message on screen which is "<strong><span style="font-family:Helvetica">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
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">17th Feb 3pm B​ODYCOMBAT</span></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">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
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">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></div>
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<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">​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></div>
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