Subject: New Reply Received - FW: Studio virtual wall
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 06 Mar 2020 23:30:53 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  FW: Studio virtual wall  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Not at CHASCO – I think he did at the Twin lakes location …………</span></div>
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<div class="MsoNormal"><span style='font-size:14.0pt;font-family:"Freestyle Script";color:#1F497D'>       Health and Happiness Always!</span></div>
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<b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#92278F;text-transform:uppercase;letter-spacing:1.5pt'>Terian SzymCzak<br>
</span></b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>Senior Director | CHASCO and Hutto Family YMCA’s</span><span style="color:#636466"><br>
</span><b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>P: </span></b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>512.615.5567 <b>F:</b> 512.244.7381<b> E: </b>[email-masked]</span><span style="color:#636466"><br>
</span><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'><a href="http://ymcagwc.org/" rel="noreferrer"><b><span style="color:#ED1C24;text-decoration:none">ymcagwc.org</span></b></a> | The Y. So Much More™</span><span style="color:#636466"></span>
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<div>From:<span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Les Mills International [mailto:[email-masked]]
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<b>Sent:</b> Friday, March 06, 2020 5:07 PM<br>
<b>To:</b> Terian Szymczak<br>
<b>Subject:</b> Re: FW: Studio virtual wall</span>
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<div class="MsoNormal" style="background:lightyellow"><b><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>Hi Terian,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>Yes, we believe so, based on the backend data. Was Joe able to get the EDID installed and tested?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>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://linkprotect.cudasvc.com/url?a=https%3a%2f%2flesmillsvirtualapp.freshdesk.com%2fhelpdesk%2ftickets%2f3371&amp;c=E,1,Xz0dUUrCj3kkCFZHEgvWIxNdg_s0UTOPF7CHZ5-SmLh4URD5HvxgC8zj2r1Z76tnKz_FgPazG-fuES99pqCzLAE53XQPiYM28nawF2ugqqU,&amp;typo=1" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3371</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>On Sat, 7 Mar at 11:34 AM
<span class="separator">, Terian Szymczak &lt;[email-masked]&gt; wrote: </span></span><span class="separator"></span>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>o.k. thank you!!  And the issue with the videos stopping and starting over?  is that an AV issue as well????????</span></div>
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<span style='font-size:14.0pt;font-family:"Freestyle Script";color:#1F497D'>       Health and Happiness Always!</span><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'></span>
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<b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#92278F;text-transform:uppercase;letter-spacing:1.5pt'>Terian SzymCzak<br>
</span></b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>Senior Director | CHASCO and Hutto Family YMCA’s</span><span style="color:#636466"><br>
</span><b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>P: </span></b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>512.615.5567 <b>F:</b> 512.244.7381<b> E: </b>[email-masked]</span><span style="color:#636466"><br>
</span><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'><a href="https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fymcagwc.org%2f&amp;c=E,1,weLGcgxHkvvnxw4LjXK87k5a8PzYNskKTEavNFRa6JsxdYzk_7nhc2JFaAo9dGRhOnlBZnHbBDRxfSz85qIKYfnCc5xtQetB6e9C-C1Em5SOIoMc9A,,&amp;typo=1" rel="noreferrer"><b><span style="color:#ED1C24;text-decoration:none">ymcagwc.org</span></b></a> |
 The Y. So Much More™</span> </div>
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<span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>From:</span><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Les Mills International [mailto:[email-masked]]
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<b>Sent:</b> Friday, March 06, 2020 1:02 PM<br>
<b>To:</b> Terian Szymczak<br>
<b>Cc:</b> [email-masked]; Kendra Gaul; [email-masked]<br>
<b>Subject:</b> Re: FW: Studio virtual wall</span><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>Hi Terian,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>The "No External Screen connected" error occurs when there's an issue with the AV setup, such as a required component missing. As per our recent emails, I believe Joe was
 installing an EDID today?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>Joe, please confirm your setup includes all the required equipment</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'><a href="https://linkprotect.cudasvc.com/url?a=https%3a%2f%2flesmillsvirtualapp.freshdesk.com%2fa%2fsolutions%2farticles%2f36000084204%3flang%3den%3a&amp;c=E,1,lxypNZxfrzwS7LX46jF2VVW8u-o1FIk-aYlc66p80ihxgAUKENgackJCNre9whgcpJTWbvbBA9chPrCx44i-rR2Vg8nwpzwzRde-0Lsy9nuK4NDj8j_c6Q,,&amp;typo=1" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/a/solutions/articles/36000084204?lang=en</a><br>
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Please also share the make and model of the EDID and a diagram of your AV setup showing all the component connections, so we can troubleshoot further.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>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://linkprotect.cudasvc.com/url?a=https%3a%2f%2flesmillsvirtualapp.freshdesk.com%2fhelpdesk%2ftickets%2f3371&amp;c=E,1,JiaoaW3wVnwtbFLYchMAkamFOAk-i37NPov57eXkm_FwMay0jhMaxqxjB4E_y5GRXz98hADmQ5hmumBGgFrbZbzKQ-yXkoea9EvOJ_I0HaKkvzW4Lm3vSf5X9es,&amp;typo=1" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3371</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>On Thu, 5 Mar at 3:50 PM
<span class="separator">, Les Mills International &lt;[email-masked]&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>Hi Joseph,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>Thank you for the prompt response.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>We will be waiting for your update.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>Let us know if you have any questions and we will be happy to assist.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>Best Regards,</span></div>
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Ticket: <a href="https://linkprotect.cudasvc.com/url?a=https%3a%2f%2flesmillsvirtualapp.freshdesk.com%2fhelpdesk%2ftickets%2f3371&amp;c=E,1,qkc5K_0FLFXFQhMffgXLTOWpMlvv1bUTaJIreY6zXSiCQ8xYoLZ_27howh33p1CEsQYa9OF5OeTqZ6HqRTjJSPizZf47DU9GTrS6naO3HzJh-dix_A,,&amp;typo=1" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3371</a> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>On Thu, 5 Mar at 3:46 PM
<span class="separator">, Joseph Chagra &lt;[email-masked]&gt; wrote: </span></span></div>
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<span class="s1"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif";color:black'>Thank you for the follow up. We added EDID emulator late today we are going to let it run tomorrow and assess the progress the video processor
 has a random glitch which we are working through. I believe it has an issue with the downtime in between sessions and the processor has channels that are freezing. Upon reboot of the processor all displays come... Ensuring that the processor has a constant
 signal to it I think will solve the problem will know more tomorrow afternoon. </span></span><span class="apple-converted-space"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif";color:black'> </span></span><span class="s1"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif";color:black'>Eco
 mode smart functions and so forth of all been disabled on the panels. I’ll get you a diagram in the morning to early afternoon. </span></span><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>Sent from my iPhone</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>On Mar 4, 2020, at 1:17 PM, Les Mills International &lt;[email-masked]&gt; wrote:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>Hi Terian, Joe,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>We're just following up with you - in order for us to troubleshoot further, could you please confirm the following:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>1. Does the video wall have a power-save or ECO mode that's turned on?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>2. Please confirm your setup includes all the required
<a href="https://linkprotect.cudasvc.com/url?a=https%3a%2f%2flesmillsvirtualapp.freshdesk.com%2fa%2fsolutions%2farticles%2f36000084204%3flang%3den&amp;c=E,1,mFqzF38hK9nHGYNVgKz_Y19TD_OJfK99vsawWu2q6PWY4-WJ1D7-EeWbRXSWPp5x83NBJegwXXcrcGLP8d9ZrZIfwxiwyCOshL28bkpAdd6jcuEZjHU,&amp;typo=1" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/a/solutions/articles/36000084204?lang=en</a>:</span></div>
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3. Please share a diagram of your AV setup showing all the component connections.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>We look forward to hearing from you.<br>
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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://linkprotect.cudasvc.com/url?a=https%3a%2f%2flesmillsvirtualapp.freshdesk.com%2fhelpdesk%2ftickets%2f3371&amp;c=E,1,XP61ZcfemM52CwKbdGIYflfVXMTNOFprLLM2R--rxSy4E4qIdYFPzXETDBhZFm3FcHnk0Qso1vZ48fJc065UtbODKqw8OsixR9i2kGCPiekyww,,&amp;typo=1" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3371</a> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>On Tue, 3 Mar at 11:25 AM
<span class="separator">, Terian Szymczak &lt;[email-masked]&gt; wrote: </span></span></div>
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<span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>o.k. got it thanks.
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<b><span style='font-size:18.0pt;font-family:"Freestyle Script";color:black'>     
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<span style='font-size:14.0pt;font-family:"Freestyle Script";color:#1F497D'>       Health and Happiness Always!</span><span style='font-size:10.0pt;font-family:"Helvetica","sans-serif"'>
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<b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#92278F;text-transform:uppercase;letter-spacing:1.5pt'>Terian SzymCzak<br>
</span></b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>Senior Director | CHASCO and Hutto Family YMCA’s</span><span style="color:#636466"><br>
</span><b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>P: </span></b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>512.615.5567 <b>F:</b> 512.244.7381<b> E: </b>[email-masked]</span><span style="color:#636466"><br>
</span><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'><a href="https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fymcagwc.org%2f&amp;c=E,1,gNdghh_QnDSX3QwXZBY_ZW2-XI3Yt1VENpkfs7DnSIL106SoNesdUfpkJCd-vlWbLevVdfmqW8Kin87_nYmPNjTMsMh9DiQAoXmm4AyZjv1NTtM,&amp;typo=1" rel="noreferrer"><b><span style="color:#ED1C24;text-decoration:none">ymcagwc.org</span></b></a> |
 The Y. So Much More™</span> </div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3371