Subject: New Reply Received - 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,  The customer has responded to the ticket.  No External Screen Connected  Ticket comment <div style="color: rgb(0, 0, 0); font-family: Tahoma,Geneva,sans-serif; font-size: 11pt">
Hi</div>
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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.<br>
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<div style="margin-top: 0px; margin-bottom: 0px">Andrew McNab</div>
<div style="margin-top: 0px; margin-bottom: 0px">Duty Leisure Manager</div>
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<div style="margin-top: 0px; margin-bottom: 0px">[email-masked]</div>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Friday, March 6, 2020 5:34 PM<br>
<b>To:</b> Andy McNab &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: No External Screen Connected
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<div>Hi Andy,</div>
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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.<br>
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<div dir="ltr">Please let us know how it goes. 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</div>
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Ticket: <a href="https://eur02.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3340&amp;data=01%7C01%7Camcnab%40liveactive.co.uk%7C00efcff95cab451ddcab08d7c1f4ab64%7C35c3d481eddc461d9f136eb4c137b8b0%7C0&amp;sdata=dJVNygfTb8cC89TvyY6hN6DGlYxJ42%2BR9pSTvqNZ9yc%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3340</a>
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<blockquote class="x_freshdesk_quote">On Wed, 4 Mar at 10:09 PM <span class="x_separator">
, Les Mills International &lt;[email-masked]&gt; wrote:
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<div dir="ltr">Hi Andy,</div>
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<div dir="ltr">This is a follow up email regarding the Virtual Issues you reported. </div>
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<div dir="ltr">Could you please confirm if you were able to install an EDID for the virtual setup?</div>
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<div dir="ltr">We ask you this because we can still see playback issues in the backend due to setup failure?</div>
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<div dir="ltr">This is very critical for the club to install the recommended EDID to make sure the playback issues could be resolved. </div>
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<div dir="ltr">We would await your update on this.</div>
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<div dir="ltr">​Warm Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://eur02.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3340&amp;data=01%7C01%7Camcnab%40liveactive.co.uk%7C00efcff95cab451ddcab08d7c1f4ab64%7C35c3d481eddc461d9f136eb4c137b8b0%7C0&amp;sdata=dJVNygfTb8cC89TvyY6hN6DGlYxJ42%2BR9pSTvqNZ9yc%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3340</a> </div>
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<blockquote class="x_freshdesk_quote">On Fri, 28 Feb at 10:13 PM <span class="x_separator">
, Les Mills International &lt;[email-masked]&gt; wrote:
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<div dir="ltr">​Hi A​ndy,<br>
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Just wanted to check with you how the Virtual Setup is coming along.</div>
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<div dir="ltr">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. </div>
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<div dir="ltr">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. </div>
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<div dir="ltr"><a href="https://eur02.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fen%2Fsupport%2Fsolutions%2Farticles%2F36000179652-what-are-the-setup-requirements-for-gen2-ipads-with-a-home-button-&amp;data=01%7C01%7Camcnab%40liveactive.co.uk%7C00efcff95cab451ddcab08d7c1f4ab64%7C35c3d481eddc461d9f136eb4c137b8b0%7C0&amp;sdata=3wWlydCLJsFbfoGNAVXr9hn10yVXQpGKPX3mKW7Hig0%3D&amp;reserved=0" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000179652-what-are-the-setup-requirements-for-gen2-ipads-with-a-home-button-</a></div>
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<div dir="ltr">Do let us know how it goes. </div>
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<div dir="ltr">Warm Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://eur02.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3340&amp;data=01%7C01%7Camcnab%40liveactive.co.uk%7C00efcff95cab451ddcab08d7c1f4ab64%7C35c3d481eddc461d9f136eb4c137b8b0%7C0&amp;sdata=dJVNygfTb8cC89TvyY6hN6DGlYxJ42%2BR9pSTvqNZ9yc%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3340</a> </div>
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<blockquote class="x_freshdesk_quote">On Thu, 27 Feb at 12:18 AM <span class="x_separator">
, Les Mills International &lt;[email-masked]&gt; wrote:
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<div dir="ltr">Hi A​ndy,</div>
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<div dir="ltr">Thank you for time on call today. </div>
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<div dir="ltr">As discussed, please find the link below to follow the initial steps to resolve the "No External Screen Error" here:</div>
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<div dir="ltr"><a href="https://eur02.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fen%2Fsupport%2Fsolutions%2Farticles%2F36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected-&amp;data=01%7C01%7Camcnab%40liveactive.co.uk%7C00efcff95cab451ddcab08d7c1f4ab64%7C35c3d481eddc461d9f136eb4c137b8b0%7C0&amp;sdata=%2FUWSwU%2BtLMBcJB1XPYmBvXfiDIrfpuUg3BBIzQDspUk%3D&amp;reserved=0" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected-</a></div>
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<div dir="ltr">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.</div>
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<div dir="ltr">​You can go with our tried and tested model which is BLUSTREAM SM11. </div>
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<a href="https://eur02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.blustream.co.uk%2Fsm11&amp;data=01%7C01%7Camcnab%40liveactive.co.uk%7C00efcff95cab451ddcab08d7c1f4ab64%7C35c3d481eddc461d9f136eb4c137b8b0%7C0&amp;sdata=uoPhWePmaB3YaOv5UuIElWp8yHzcveRUOazKnBhufko%3D&amp;reserved=0" rel="noreferrer" style="box-sizing:border-box; color:rgb(44,92,197); text-decoration:none; font-family:Arial,Helvetica,sans-serif; font-size:13px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px">https://www.blustream.co.uk/sm11</a><span style="color:rgb(24,50,71); font-family:Arial,Helvetica,sans-serif; font-size:13px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial; display:inline!important; float:none"> </span> </div>
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<div dir="ltr">And to learn more about the EDID please see this link - </div>
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<div dir="ltr"><a href="https://eur02.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fen%2Fsupport%2Fsolutions%2Farticles%2F36000084205-what-is-an-edid-and-why-would-i-need-one-&amp;data=01%7C01%7Camcnab%40liveactive.co.uk%7C00efcff95cab451ddcab08d7c1f4ab64%7C35c3d481eddc461d9f136eb4c137b8b0%7C0&amp;sdata=5R14YXbaOT4l2CY2Din916a8oEaplPw5mu5wLENza%2FI%3D&amp;reserved=0" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084205-what-is-an-edid-and-why-would-i-need-one-</a></div>
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<div dir="ltr">Do let us know how it goes. </div>
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<div dir="ltr">Warm Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://eur02.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3340&amp;data=01%7C01%7Camcnab%40liveactive.co.uk%7C00efcff95cab451ddcab08d7c1f4ab64%7C35c3d481eddc461d9f136eb4c137b8b0%7C0&amp;sdata=dJVNygfTb8cC89TvyY6hN6DGlYxJ42%2BR9pSTvqNZ9yc%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3340</a> </div>
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<blockquote class="x_freshdesk_quote">On Thu, 27 Feb at 12:07 AM <span class="x_separator">
, Amcnab &lt;[email-masked]&gt; wrote:
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<div>No External Screen Connected</div>
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