Subject: New Reply Received - Pausing classes and AV disconnections
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 12 Mar 2020 13:55:41 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Pausing classes and AV disconnections  Ticket comment <div class="WordSection1">
<div class="MsoNormal">Thanks for the follow up. Things have been working great. We have been making sure NOT to pause it and they have been playing to its entirety. I think we have gotten it figured out.
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<div class="MsoNormal">Thanks for all your help!</div>
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<div>From: Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Wednesday, March 11, 2020 7:57 PM<br>
<b>To:</b> Melissa Sebastian &lt;[email-masked]&gt;<br>
<b>Cc:</b> IT Service Desk &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Pausing classes and AV disconnections</div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'>Hi Melissa,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>This is just a follow-up email.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Checking in our back end data we see that you have tried to play classes and we found some disconnections on it. This indicates that there are some issues with your AV Setup.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>@ Hi IT team, </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Kindly please let us know if there is any update.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We would really appreciate it if you could provide us the AV diagram with the EDID make and model that the club is using.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Also, please refer to the link below for the recommended requirements of Les Mills Virtual App.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://nam11.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=02%7C01%7Cmelissa_sebastian%40trekbikes.com%7C2cbf625509c84e47c4b108d7c6203ced%7C9dcd6c7299eb423db4d9794d81eef415%7C1%7C0%7C637195714083732984&amp;sdata=xzD0Bm8ge3lZJt296frFBMAyfgPzRj%2FqCYA4cYMjiX4%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> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hope to hear from you soon.</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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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Marika</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Les MIlls Virtual App</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​<br>
Ticket: <a href="https://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3311&amp;data=02%7C01%7Cmelissa_sebastian%40trekbikes.com%7C2cbf625509c84e47c4b108d7c6203ced%7C9dcd6c7299eb423db4d9794d81eef415%7C1%7C0%7C637195714083742982&amp;sdata=OGlqbzNS1Zigjaj2fZ0wZRzLx4T0hd9vIE2VaFUmBRU%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3311</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 10 Mar at 3:36 AM
<span class="separator">, Les Mills International &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'>Hi Melissa,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your quick response and confirmation on the email address. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>@ Hi IT team, </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you please help us with the virtual setup diagram for the club with the EDID make and model which was installed?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Also could you please let us know if the setup includes the recommended device from the list. If anything is missing then do let us know. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://nam11.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=02%7C01%7Cmelissa_sebastian%40trekbikes.com%7C2cbf625509c84e47c4b108d7c6203ced%7C9dcd6c7299eb423db4d9794d81eef415%7C1%7C0%7C637195714083742982&amp;sdata=NAeITbfnbxVhsmZprIo%2Fuje3wOjD5DtuLMGyUf7AiiM%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></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​We would need this information to troubleshoot the issue further. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Warm Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App</span></div>
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Ticket: <a href="https://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3311&amp;data=02%7C01%7Cmelissa_sebastian%40trekbikes.com%7C2cbf625509c84e47c4b108d7c6203ced%7C9dcd6c7299eb423db4d9794d81eef415%7C1%7C0%7C637195714083742982&amp;sdata=OGlqbzNS1Zigjaj2fZ0wZRzLx4T0hd9vIE2VaFUmBRU%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3311</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 10 Mar at 3:20 AM
<span class="separator">, Melissa Sebastian &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'>Thanks so much. I will do my best to play classes during other times I am teaching with the volume low. We do not use virtual on a daily basis and it get used infrequently,
 but I will do my best to start running them while I am teaching so we can have some data.
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I have gotten in touch with my IT team to look over the AV connections.
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Their email is
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks so much for all your help.
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From: Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Monday, March 9, 2020 9:14 AM<br>
<b>To:</b> Melissa Sebastian &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Pausing classes and AV disconnections</span></div>
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<b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:red'>[EXTERNAL]</span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Melissa,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I am just trying to follow up to see if you have received any update on the equipment and also playing classes to see if they are playing fine.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you please help us with the phone number and email address of your IT team to see if we can get in touch with them directly to understand the setup?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Also, for the duration of the diagnosis we would require you to play classes so that we can get data from the app to troubleshoot it further. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Warm Regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3311&amp;data=02%7C01%7Cmelissa_sebastian%40trekbikes.com%7C2cbf625509c84e47c4b108d7c6203ced%7C9dcd6c7299eb423db4d9794d81eef415%7C1%7C0%7C637195714083752969&amp;sdata=lxi5MAhbXagFp6er1z1yJYhgNNEZtts7hDKCcYzqCUc%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3311</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Sat, 7 Mar at 6:52 AM
<span class="separator">, Les Mills International &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'>Hi Melissa,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for taking my call today. As discussed over the phone, please let us know if you experience any playback issues with the test class today.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We'll leave this ticket open for you for a couple of days, please let us know when you hear back from your IT department about the AV setup.</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://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3311&amp;data=02%7C01%7Cmelissa_sebastian%40trekbikes.com%7C2cbf625509c84e47c4b108d7c6203ced%7C9dcd6c7299eb423db4d9794d81eef415%7C1%7C0%7C637195714083752969&amp;sdata=lxi5MAhbXagFp6er1z1yJYhgNNEZtts7hDKCcYzqCUc%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3311</a> </span></div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3311