Subject: New Reply Received - Classes stopping and starting from first
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 18 Mar 2020 00:25:57 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Classes stopping and starting from first  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">HI AJ,<br>
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yes, we are just waiting on a quote from Les Mills for corrective work.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Thank you</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Tracey</span></div>
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<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Wednesday, 18 March 2020 11:23 AM<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> [email-masked]; Amanda Bianco &lt;[email-masked]&gt;; Emma Robertson &lt;[email-masked]&gt;; Mark Newing &lt;[email-masked]&gt;; [email-masked]; [email-masked]; [email-masked];
 [email-masked]; Tracey Sutherland &lt;[email-masked]&gt;; Geelong City &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Classes stopping and starting from first</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Tracy,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We're just following up with you - since Greg is managing AV support in Australia and is troubleshooting any setup issues, we'll go ahead and close this ticket for now.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Please reach out to us if there's anything else we can help you with.</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://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 13 Mar at 2:06 PM
<span class="separator">, Les Mills International &lt;[email-masked]&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Greg and Tracey,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We hope you are doing well.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We have checked our backend data about RPM at 7:00 pm last night, the class was a scheduled class. It was not On Demand class.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We can see that class played on time, however, after 5 min there was an AV disconnection which again points to an issue with the AV setup.</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 once you provide the equipment which we recommended.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We hope to hear from you and if you have additional questions, please do not hesitate to contact us. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Warm Regards,<br>
Marika<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 13 Mar at 12:19 PM
<span class="separator">, Greg Cartagena &lt;[email-masked]&gt; wrote: </span></span><span class="separator"></span>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Tracey,</span></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I assume Suchita selected an On Demand class at 7pm and it was not a scheduled class. Is that correct? I have learned that if the class selected was by On Demand
 then this could have been due to the required EDID part not being installed and connected.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Here is a link to the Les Mills Support FAQ’s for the team:</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'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/36000117739" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/36000117739</a></span></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Re: AV Equipment
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I have contacted Andrew from Contract IT to discuss what has been reported as interruptions and glitches by the club in view of these occurrences being AV equipment
 related. There are missing parts from the iPad Pro connectivity set up designed as the playback system that were discussed with Compact IT during the pre-install set up. Andrew admitted that they used an alternative part instead of the Apple USB-A Ethernet
 adaptor and left out the Kramer FC69 EDID with audio embedder parts, so they were not installed. Now even though the AV system was designed as a working AV system for audio video playback, Les Mills Virtual has specified that all parts are required and only
 genuine Apple parts/adaptors are to be used with the Kramer EDID for specific purposes as part of a stable and consistent working content playback system.
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Andrew from Compact IT has not replied to my email yet, and I have asked him if he can specify in a quotation, what is required to supply, install and test the
 playback system with all required parts. Once that is done Helpdesk can best diagnose and troubleshoot properly knowing that the AV system is complete and connected according to the Les Mills Virtual App AV equipment design specifications.
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Our customer service team will follow up on this report by Suchita for yesterday at 19:00. Please let me know a time for me to call you and discuss next steps
 with you in regards to the missing AV equipment parts mentioned. </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg Cartagena | Virtual AV Support Specialist</span><span style='font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#212121'><br>
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Les Mills Asia Pacific | <a href="http://www.lesmills.com.au" rel="noreferrer"><span style="color:purple">www.lesmills.com.au</span></a> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Tel
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:black'>+61 455 508 248
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>| Email [email-masked]</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:12.0pt;font-family:"Helvetica",sans-serif;color:#212121'>Please note, my standard office hours are: Mondays – Fridays 9pm – 5pm</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:#212121'>
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<span style='font-size:12.0pt;font-family:"Helvetica",sans-serif;color:#212121'><a href="https://www.lesmills.com.au/campaign/bodycombat-reinvented" title="https://www.lesmills.com.au/campaign/bodycombat-reinvented" rel="noreferrer"><span style="color:purple">Be
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From:
</span><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif;color:black'>Tracey Sutherland &lt;[email-masked]&gt;<br>
<b>Date: </b>Friday, 13 March 2020 at 7:45 AM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;, Les Mills International &lt;[email-masked]&gt;, Geelong City &lt;[email-masked]&gt;<br>
<b>Cc: </b>Scott Lambert &lt;[email-masked]&gt;, Amanda Bianco &lt;[email-masked]&gt;, Emma Robertson &lt;[email-masked]&gt;, Mark Newing &lt;[email-masked]&gt;, "[email-masked]" &lt;[email-masked]&gt;<br>
<b>Subject: </b>RE: Classes stopping and starting from first</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>As per below email, we had another frustrated member last night with the same issue.</span></div>
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<b><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif;color:#98B5D4'>Connect with us</span></b><b><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif;color:#D60C8C'>
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<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From:</span></b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> suchita sharma &lt;[email-masked]&gt;
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<b>Sent:</b> Thursday, 12 March 2020 8:19 PM<br>
<b>To:</b> Geelong City &lt;[email-masked]&gt;<br>
<b>Subject:</b> Virtual class stopped</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The virtual RPM class tonight at 7pm stopped at 7:10pm. The visual screen shut down and there was no display although the small panel board on the wall was showing as the
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I was the only one in the class and in the gym so I had no one to ask for help. I lost my booked in time and had to head back home.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I think we need to have a small session of FAQs on what to do if the virtual class stops midway or a contact number to call for assistance.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks,<br>
Suchita Sharma</span></div>
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<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From:</span></b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> Greg Cartagena &lt;[email-masked]&gt;
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<b>Sent:</b> Monday, 9 March 2020 2:25 PM<br>
<b>To:</b> Les Mills International &lt;[email-masked]&gt;; [email-masked]<br>
<b>Cc:</b> Scott Lambert &lt;[email-masked]&gt;; Geelong City &lt;[email-masked]&gt;; Amanda Bianco &lt;[email-masked]&gt;; Emma Robertson &lt;[email-masked]&gt;; Mark Newing &lt;[email-masked]&gt;;
 [email-masked]<br>
<b>Subject:</b> Re: Classes stopping and starting from first</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Akash,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Just an update to say that I have asked the installers to confirm the make and model of the EDID FYI. Waiting on their response.
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg Cartagena | Virtual AV Support Specialist</span><span style='font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#212121'><br>
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Les Mills Asia Pacific | <a href="http://www.lesmills.com.au" rel="noreferrer"><span style="color:purple">www.lesmills.com.au</span></a> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Tel
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:black'>+61 455 508 248
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>| Email
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:12.0pt;font-family:"Helvetica",sans-serif;color:#212121'>Please note, my standard office hours are: Mondays – Fridays 9pm – 5pm</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:#212121'>
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<span style='font-size:12.0pt;font-family:"Helvetica",sans-serif;color:#212121'><a href="https://www.lesmills.com.au/campaign/bodycombat-reinvented" title="https://www.lesmills.com.au/campaign/bodycombat-reinvented" rel="noreferrer"><span style="color:purple">Be
 #invincible with the world’s top martial arts-inspired workout. #BODYCOMBAT</span></a></span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black;background:#FDFDFD'>The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents
 or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and the attachments. BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN TO MOVE®, CLUB COUNT®, CXWORX®,  IMMERSIVE
 FITNESS®, LES MILLS BARRE™, LES MILLS GRIT®, LES MILLS SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH'BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP® are all registered trademarks of Les Mills Asia Pacific.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif;color:black'>From:
</span></b><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif;color:black'>Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Reply-To: </b>Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Date: </b>Friday, 6 March 2020 at 9:14 PM<br>
<b>To: </b>"<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>" &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc: </b>Scott Lambert &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;, "<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>" &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;,
 "<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>" &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;, "<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>"
 &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;, "<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>" &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;,
 "<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>" &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;, Greg Cartagena &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject: </b>Re: Classes stopping and starting from first</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Hi Greg, </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Hope you are doing well.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>As you informed that the club is using an Ethernet adapter  which is not original
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-" target="_blank" rel="noreferrer"><span style="color:#2C5CC5;text-decoration:none">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-</span></a></span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Until we get the AV diagram could you confirm that the club is using a recommended EDID device model? Please refer to the link below to know more about EDID and our recommended
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>The above information will help us a lot in isolating the cause.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Looking forward for your reply.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Regards </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Akash</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Customer Service </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Les Mills Virtual App</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242</a></span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>On Tue, 3 Mar at 8:39 PM
<span class="separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Hi Greg,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>We really appreciate your prompt response.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>We will be waiting for your update on our request.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Let us know if you have any questions and we will be happy to help.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Best Regards,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Marika</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>Les Mills Virtual App</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242</a> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>3242:859387</span><span style='font-size:10.0pt;font-family:"Helvetica Neue",serif'>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>3242:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3242