Subject: New Reply Received - 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,  The customer has responded to the ticket.  Classes are interrupting and cutting off.  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style='font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>Hi Olesia,</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>Just spoke to the clubowner and the recommended equipment is all there.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>He will inform me about the details when an error occurs because he wasn’t there at the moment.
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<div class="MsoNormal"><span lang="EN-US" style='font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>When he reports this back to me, I will inform you about it.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-family:"Trebuchet MS",sans-serif;mso-fareast-language:EN-US'>Have a nice day,</span></div>
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<span lang="EN-US">Best regards,<br>
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</span><a href="http://www.lesmills.nl/" rel="noreferrer"><span style="text-decoration:none"><img width="200" height="26" style="width:2.0833in;height:.2708in" id="_x0000_i1030" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNTk4NjE1MTUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.LQPrxwnzGu_PSa1jzYIiFeUqxTdwBh188gTdAErfML4"></span></a><span lang="EN-US"><br>
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<b>Pierre Tromp</b><br>
<i>Club Performance Coördinator</i><br>
</span><a href="https://www.facebook.com/LesMillsNetherlandsBelgium" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1029" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNTk4NjE1MTYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.kQ1tF9QCxiPa381QEYe6wkeGS1vZxjwCgqEPzU9iFjs"></span></a><span lang="EN-US"> 
</span><a href="https://www.instagram.com/lesmillsnlbe" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1028" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNTk4NjE1MTcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.A6K0JLR8BzsUy2-khpN9zlz2-3a8mwmfswupOi5K89k"></span></a><span lang="EN-US"> 
</span><a href="https://www.linkedin.com/company/hdd-group-les-mills" rel="noreferrer"><span style="text-decoration:none"><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1027" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNTk4NjE1MTgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.czbENtcsU14fOH5rYjEYs1gjABinkxuNPGnNoYDk8kc"></span></a><span lang="EN-US"><br>
<br>
Elzenweg 37<br>
5144 MB Waalwijk<br>
The Netherlands<br>
Web: </span><a href="http://www.lesmills.nl" rel="noreferrer"><span lang="EN-US">www.lesmills.nl</span></a><span lang="EN-US"><br>
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</span><img width="227" height="25" style="width:2.3645in;height:.2604in" id="_x0000_i1026" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNTk4NjE1MTksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.ib-iMlJVIaeAXu-_1HV2ezyHhEPvgRy_fEV3pDnubmU"><span lang="EN-US"><br>
</span><a href="https://contact.lesmills.com/why_grit" rel="noreferrer"><span style="text-decoration:none"><img width="650" height="150" style="width:6.7708in;height:1.5625in" id="_x0000_i1025" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNTk4NjE1MjAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.kfLh0hqBMUIs0uAXF-gwmP5705IGnzV-BxaAf9D6LqI"></span></a><span lang="EN-US" style='font-family:"Trebuchet MS",sans-serif'></span>
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<b>Van:</b> Les Mills International &lt;[email-masked]&gt;
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<b>Verzonden:</b> dinsdag 3 maart 2020 15:37<br>
<b>Aan:</b> Pierre Tromp &lt;[email-masked]&gt;<br>
<b>CC:</b> Pierre Tromp &lt;[email-masked]&gt;<br>
<b>Onderwerp:</b> Re: Classes are interrupting and cutting off.</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Pierre,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your call today.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>As discussed on call it is not a problem for Club to connect iPad with Wi-Fi once in 7 days. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you please ask the customer to advise if they have all recommended equipment?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Also, could you please ask them to share the AV diagram of the setup along with the EDID make and model?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Looking forward for your reply.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Warm regards,<br>
​Olesia<br>
Customer Service<br>
Les Mills Virtual App</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Ticket:
<a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3375" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3375</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Wed, 4 Mar at 1:36 AM
<span class="separator">, Pierre Tromp &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",sans-serif'>Classes are interrupting and cutting off.</span></div>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>3375:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3375