Subject: Ticket re-opened - [#3340] No External Screen Connected
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 09 Mar 2020 13:42:25 +0000

Hi Pritish Nandi,  Ticket “#3340 – No External Screen Connected” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3340 to view the ticket.  Ticket comment   
Hi 

 
 
We do indeed have an edid already however we were still experiencing issues which the maintenance team have sorted. I have been off but from what I am led to believe all issues have been solved by our maintenance team. Thank you so much for your assistance. 

 

 

 Kind Regards 

 
 Andrew McNab 
 Duty Leisure Manager 

 
 Breadalbane Community Campus 
 Crieff Road 
 Aberfeldy 
 PH152DU 

 
 01887822400 

 
 [email-masked] 

 
 For more information visit: 
 www.liveactive.co.uk 
 www.facebook.com/liveactiveleisure 
 www.twitter.com/LiveActive_lal 

 

 

  
  
 From: Les Mills International <[email-masked]> 
Sent: Friday, March 6, 2020 5:34 PM 
To: Andy McNab <[email-masked]> 
Subject: Re: No External Screen Connected

 

 Hi Andy, 

We're just following up with you - were you able to install the required EDID for the virtual setup? We still see playback issues in the backend data. 

 Please let us know how it goes. We look forward to hearing from you. 
 
Thank you, 
 
AJ 
Customer Services 
Les Mills Virtual App 

Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3340

 

 
 
 On Wed, 4 Mar at 10:09 PM 
, Les Mills International <[email-masked]> wrote:
 
 Hi Andy, 
 ​ 
 This is a follow up email regarding the Virtual Issues you reported.  
 ​ 
 
 Could you please confirm if you were able to install an EDID for the virtual setup? 
 ​ 
 
 We ask you this because we can still see playback issues in the backend due to setup failure? 
 ​ 
 
 This is very critical for the club to install the recommended EDID to make sure the playback issues could be resolved.  
 ​ 
 
 We would await your update on this. 
 ​ 
 
 ​Warm Regards, 
Pritish 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3340  

 

 
 On Fri, 28 Feb at 10:13 PM 
, Les Mills International <[email-masked]> wrote:
 
 ​Hi A​ndy, 
 
Just wanted to check with you how the Virtual Setup is coming along. 
 ​ 
 
 Did you check to see with the in house team if you have an EDID installed? If not, as advised earlier you would need to get the recommended EDID installed for a smooth playback of classes.  

 
 We do see in the backend that you did performed the initial troubleshooting step which was advised and the issue seems to be resolved now. However to make sure that the classes are playing fine in future too, please see the link for all recommended
 equipment and make sure all of them are installed.  
 ​ 
 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000179652-what-are-the-setup-requirements-for-gen2-ipads-with-a-home-button- 
 ​ 
 
 Do let us know how it goes.  
 ​ 
 
 Warm Regards, 
Pritish 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3340  

 

 
 On Thu, 27 Feb at 12:18 AM 
, Les Mills International <[email-masked]> wrote:
 
 Hi A​ndy, 
 ​ 
 
 Thank you for time on call today.  
 ​ 
 
 As discussed, please find the link below to follow the initial steps to resolve the "No External Screen Error" here: 
 ​ 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected- 
 ​ 
 
 Also, it seems an EDID is not installed which is must for the Virtual Setup.  If an EDID is not in place you may experience a frozen screen, no video at all, audio issues and generally unstable playback. 
 ​ 
 
 ​You can go with our tried and tested model which is BLUSTREAM SM11.  
 ​ 
 
https://www.blustream.co.uk/sm11   
 ​ 
 
 And to learn more about the EDID please see this link -  
 ​ 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084205-what-is-an-edid-and-why-would-i-need-one- 
 ​ 
 Do let us know how it goes.  
 ​ 
 
 Warm Regards, 
Pritish 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3340  

 

 
 On Thu, 27 Feb at 12:07 AM 
, Amcnab <[email-masked]> wrote:
 
 No External Screen Connected 

 

 

 

 

 
 
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