Subject: New Reply Received - Classes stopping and starting from first
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 03 Mar 2020 07:17:34 +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 Marika,</span></div>
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<div class="MsoNormal"><span lang="EN-US">I have requested the AV system line drawing and details from Andrew Contract IT. Contrary to my advice and what was confirmed before the installation the Apple iPad Pro and AV adaptors were installed within a cut out
 enclosure space within a wall cavity behind the iPad and I have asked for some photos that I have included. The AV installer did not use the Apple USB C Ethernet adaptor as instructed and used a different ethernet adaptor solution. Compact IT  have confirmed
 the Apple AV Adaptor was included shown in the photos. Maybe the glitches reported may have something to do with this part. Waiting on confirmation of system line drawing and other aspect details that I will share when provided.  </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
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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">Les Mills International &lt;[email-masked]&gt;<br>
<b>Reply-To: </b>Les Mills International &lt;[email-masked]&gt;<br>
<b>Date: </b>Tuesday, 3 March 2020 at 4:39 PM<br>
<b>To: </b>"[email-masked]" &lt;[email-masked]&gt;<br>
<b>Cc: </b>Scott Lambert &lt;[email-masked]&gt;, "[email-masked]" &lt;[email-masked]&gt;, "[email-masked]" &lt;[email-masked]&gt;, "[email-masked]" &lt;[email-masked]&gt;,
 "[email-masked]" &lt;[email-masked]&gt;, "[email-masked]" &lt;[email-masked]&gt;, "[email-masked]" &lt;[email-masked]&gt;, Greg Cartagena &lt;[email-masked]&gt;<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"'>Hello @Tracey,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thank you for responding right away.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Please when scheduling a class please make sure to choose the same TYPE and DURATION.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>@Scott</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>We appreciate your help with this.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>@Greg</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thank you for stepping in to resolve the issue.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>It would be very helpful for us to diagnose the issue if we got the AV diagram as well as the make and model of the EDID.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Please refer to the below screenshot for the sample AV Diagram that we requested. </span></div>
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<span style="font-size:10.0pt;font-family:Helvetica;color:#183247">Looking forward to the requested information.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Warm Regards,<br>
Marika<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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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Tue, 3 Mar at 6:41 PM
<span class="separator">, Greg Cartagena &lt;[email-masked]&gt; wrote: </span></span><span class="separator"></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>Happy to assist anyway we can. Thanks</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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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;font-family:"Helvetica Neue";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:10.0pt;font-family:"Helvetica Neue"'>
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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:10.0pt;font-family:"Helvetica Neue"'>
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<span style='font-size:12.0pt;font-family:"Helvetica Neue";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;font-family:"Helvetica Neue";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
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<span style='font-size:10.0pt;font-family:"Helvetica Neue";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:10.0pt;font-family:"Helvetica Neue"'>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:
</span><span style='font-size:12.0pt;font-family:"Helvetica Neue";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><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thank you Greg,</span></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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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Tracey
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<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:</span></b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'> 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><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Tracey,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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.  </span></div>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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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;font-family:"Helvetica Neue";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:10.0pt;font-family:"Helvetica Neue"'>
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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:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Tel
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</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><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<span style='font-size:12.0pt;font-family:"Helvetica Neue";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;font-family:"Helvetica Neue";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:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue";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:10.0pt;font-family:"Helvetica Neue"'></span>
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<b><span style='font-size:12.0pt;font-family:"Helvetica Neue";color:black'>From:
</span></b><span style='font-size:12.0pt;font-family:"Helvetica Neue";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><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi AJ<br>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>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>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</i><br>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thanks so much in advance,</span></div>
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<b><span style='font-size:12.0pt;font-family:"Helvetica Neue";color:#98B5D4'>Connect with us</span></b><b><span style='font-size:12.0pt;font-family:"Helvetica Neue";color:#D60C8C'>
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<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:</span></b><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> 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><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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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"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Tue, 3 Mar at 1:19 PM
<span class="separator">, Geelong City &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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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>
*Shutting the ipad down and restarting it restarted the class from the beginning.</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><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="font-size:10.0pt;font-family:Helvetica">Hi Tracy,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="font-size:10.0pt;font-family:Helvetica">Just wanted to follow up with you on the Virtual Playbacks. </span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="font-size:10.0pt;font-family:Helvetica">Could you please let us know how is it going?</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<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><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<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><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<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><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242