Subject: Ticket re-opened - [#3392] All classes are cutting off after playing for 2 mins
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 13 Mar 2020 12:11:32 +0000

Hi Pritish Nandi,  Ticket “#3392 – All classes are cutting off after playing for 2 mins” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3392 to view the ticket.  Ticket comment   The parts should arrive monday or Tuesday. Hoping to install Tuesday. 

 Sent from my iPhone 

 

 On Mar 12, 2020, at 9:40 PM, Les Mills International <[email-masked]> wrote: 

 

 
 
 Hi Paige, 

 
 This is just a follow-up email regarding the issue that the Club was facing a few days ago. 

 
 Upon checking in the backend data we still see a lot of disconnection while playing the classes. 

 
 @Jim, 

 
 Were you able to install the recommended EDID? 

 
 We hope to hear from you and do let us know if you have any questions. 

 
 Best Regards, 
 Marika 
 Customer Service 
 Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3392

 

 
 
 On Tue, 10 Mar at 5:54 AM 
, Les Mills International <[email-masked]> wrote:
 
 Hi Jim, 
 ​ 
 
 Thank you for calling us back. As discussed over the phone, the Kramer FC-69 would be a better fit for the club, giving the availibility over the BluStream. 
 ​ 
 
 Here's a link to a page with the recommended iPad and App settings: 
 https://lesmillsvirtualapp.freshdesk.com/a/solutions/articles/36000054280?lang=en 

 
 Please circle back with us after you've had a chance to review with Paige and the club. We'll keep this ticket open for you. 

 
 Thank you, 
 
AJ 
Customer Services 
Les Mills Virtual App 

 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3392  

 

 
 On Tue, 10 Mar at 4:06 AM 
, Les Mills International <[email-masked]> wrote:
 
 Hi Paige, 
 ​ 
 
 Thank you for your call today.  
 ​ 
 
 As discussed, we do see 156 disconnection with Virtual Playback in the past 30 days which indicates an issue with the Virtual Setup. So we would need to established if all the recommended virtual equipment were installed.  
 ​ 
 @ Hi Philip, 
 ​ 
 
 I was made aware that Fusion Digital has setup the Virtual for this site (Gold's Gym Webster). I was hoping if you could please share the AV setup diagram for the virtual along with the make and model of the EDID you have used for the setup? 
 ​ 
 Also, you would need to check the link below and let us know if any of the components which we have recommended for the installation is missing.  
 ​ 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000179652-what-are-the-setup-requirements-for-gen2-ipads-with-a-home-button- 
 ​ 
 
 ​Awaiting your response on this.  
 ​ 
 
 Warm Regards, 
Pritish 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3392  

 

 
 On Tue, 10 Mar at 3:56 AM 
, Paige Smith <[email-masked]> wrote:
 
 All classes are cutting off after playing for 2 mins