Subject: New Reply Received - All classes are cutting off after playing for 2 mins
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 13 Mar 2020 12:11:31 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  All classes are cutting off after playing for 2 mins  Ticket comment <div>The parts should arrive monday or Tuesday. Hoping to install Tuesday.<br>
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<div>On Mar 12, 2020, at 9:40 PM, Les Mills International &lt;[email-masked]&gt; wrote:<br>
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<div dir="ltr">Hi Paige,</div>
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<div dir="ltr">This is just a follow-up email regarding the issue that the Club was facing a few days ago.</div>
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<div dir="ltr">Upon checking in the backend data we still see a lot of disconnection while playing the classes.</div>
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<div dir="ltr">@Jim,</div>
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<div dir="ltr">Were you able to install the recommended EDID?</div>
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<div dir="ltr">We hope to hear from you and do let us know if you have any questions.</div>
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<div dir="ltr">Best Regards,</div>
<div dir="ltr">Marika</div>
<div dir="ltr">Customer Service</div>
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Ticket: <a href="https://urldefense.proofpoint.com/v2/url?u=https-3A__lesmillsvirtualapp.freshdesk.com_helpdesk_tickets_3392&amp;d=DwMFaQ&amp;c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&amp;r=FPMzeeRisBd_Cz2XEnflYDCPl8QLs4J1lfEcu79ELWI&amp;m=S93ri-QEDdX21tRM-UfXqaLOzkdactDJWZEF2CayKVk&amp;s=XMLdD9QPb8W65dLn__RRvlpHP6tY4SlHrQlVCj1q8_U&amp;e=" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3392</a>
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<blockquote class="freshdesk_quote">On Tue, 10 Mar at 5:54 AM <span class="separator">
, Les Mills International &lt;[email-masked]&gt; wrote:
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<div dir="ltr">Hi Jim,</div>
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<div dir="ltr">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.</div>
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<div dir="ltr">Here's a link to a page with the recommended iPad and App settings:</div>
<div><a href="https://urldefense.proofpoint.com/v2/url?u=https-3A__lesmillsvirtualapp.freshdesk.com_a_solutions_articles_36000054280-3Flang-3Den&amp;d=DwMFaQ&amp;c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&amp;r=FPMzeeRisBd_Cz2XEnflYDCPl8QLs4J1lfEcu79ELWI&amp;m=S93ri-QEDdX21tRM-UfXqaLOzkdactDJWZEF2CayKVk&amp;s=5aV89MFmdkR9csv4RdHao3FPM8sDevuot_bSMfR-7lI&amp;e=" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/a/solutions/articles/36000054280?lang=en</a></div>
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<div dir="ltr">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.</div>
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<div dir="ltr">Thank you,<br>
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AJ<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://urldefense.proofpoint.com/v2/url?u=https-3A__lesmillsvirtualapp.freshdesk.com_helpdesk_tickets_3392&amp;d=DwMFaQ&amp;c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&amp;r=FPMzeeRisBd_Cz2XEnflYDCPl8QLs4J1lfEcu79ELWI&amp;m=S93ri-QEDdX21tRM-UfXqaLOzkdactDJWZEF2CayKVk&amp;s=XMLdD9QPb8W65dLn__RRvlpHP6tY4SlHrQlVCj1q8_U&amp;e=" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3392</a> </div>
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<blockquote class="freshdesk_quote">On Tue, 10 Mar at 4:06 AM <span class="separator">
, Les Mills International &lt;[email-masked]&gt; wrote:
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<div dir="ltr">Hi Paige,</div>
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<div dir="ltr">Thank you for your call today. </div>
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<div dir="ltr">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. </div>
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<div dir="ltr">@ Hi Philip,</div>
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<div dir="ltr">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?</div>
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<div dir="ltr">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. </div>
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<div dir="ltr"><a href="https://urldefense.proofpoint.com/v2/url?u=https-3A__lesmillsvirtualapp.freshdesk.com_en_support_solutions_articles_36000179652-2Dwhat-2Dare-2Dthe-2Dsetup-2Drequirements-2Dfor-2Dgen2-2Dipads-2Dwith-2Da-2Dhome-2Dbutton-2D&amp;d=DwMFaQ&amp;c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&amp;r=FPMzeeRisBd_Cz2XEnflYDCPl8QLs4J1lfEcu79ELWI&amp;m=S93ri-QEDdX21tRM-UfXqaLOzkdactDJWZEF2CayKVk&amp;s=zIWwI1W425fATqFEATJADCjHUu1dIkAUIPTy_1-krNk&amp;e=" 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">​Awaiting your response 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://urldefense.proofpoint.com/v2/url?u=https-3A__lesmillsvirtualapp.freshdesk.com_helpdesk_tickets_3392&amp;d=DwMFaQ&amp;c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&amp;r=FPMzeeRisBd_Cz2XEnflYDCPl8QLs4J1lfEcu79ELWI&amp;m=S93ri-QEDdX21tRM-UfXqaLOzkdactDJWZEF2CayKVk&amp;s=XMLdD9QPb8W65dLn__RRvlpHP6tY4SlHrQlVCj1q8_U&amp;e=" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3392</a> </div>
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<blockquote class="freshdesk_quote">On Tue, 10 Mar at 3:56 AM <span class="separator">
, Paige Smith &lt;[email-masked]&gt; wrote:
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<div>All classes are cutting off after playing for 2 mins</div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3392