Subject: Ticket re-opened - [#3375] Classes are interrupting and cutting off.
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 04 Mar 2020 11:18:26 +0000

Hi Pritish Nandi,  Ticket “#3375 – Classes are interrupting and cutting off.” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3375 to view the ticket.  Ticket comment   
 Hi Olesia, 

  

 Just spoke to the clubowner and the recommended equipment is all there. 

 He will inform me about the details when an error occurs because he wasn’t there at the moment.

 
 When he reports this back to me, I will inform you about it. 

  

 Have a nice day, 

  

 
Best regards, 

 
Pierre Tromp 
Club Performance Coördinator 

 
 
Elzenweg 37 
5144 MB Waalwijk 
The Netherlands 
Web: www.lesmills.nl 

 

  

  

 
Van: Les Mills International <[email-masked]>
 
Verzonden: dinsdag 3 maart 2020 15:37 
Aan: Pierre Tromp <[email-masked]> 
CC: Pierre Tromp <[email-masked]> 
Onderwerp: Re: Classes are interrupting and cutting off. 

 

 

 Hi Pierre, 

 

   

 
 Thank you for your call today. 

 

   

 
 As discussed on call it is not a problem for Club to connect iPad with Wi-Fi once in 7 days.  

 

   

 
 We would like to have more detailed information on what exactly happening with classes, are they are restarting or freezing?. Are there any error messages visible on iPad?
 Please share with us screenshots.  

 

   

 
 Looking at the backend we can see 10 disconnections in the past 30 days. That indicates an issue with the AV setup however, we have also found an error showing "No External
 Screen Connected" most of the times when they are playing the classes. This again indicates issue with the AV setup.  

 

   

 
 Could you please ask the customer to advise if they have all recommended equipment? 

 

   

 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment- 

 

   

 
 Also, could you please ask them to share the AV diagram of the setup along with the EDID make and model? 

 

   

 
 Looking forward for your reply. 

 

   

 
 Warm regards, 
​Olesia 
Customer Service 
Les Mills Virtual App 

 
 
 ​ 

 
 
 Ticket:
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3375 

 

  

 

 
 
On Wed, 4 Mar at 1:36 AM
, Pierre Tromp <[email-masked]> wrote:

 

 
 Classes are interrupting and cutting off. 

 

 

3375:859387