Subject: Ticket re-opened - [#3461] [email-masked]
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 03 Apr 2020 10:25:39 +0000

Hi Pritish Nandi,  Ticket “#3461 – [email-masked]” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3461 to view the ticket.  Ticket comment   
 Hi,

Yes they have all the must have devices installed it is a LED screen set up and EDID is Kramer FC 69 
 
Cheers Adam 

  

  

 From: Les Mills International <[email-masked]>
 
Sent: Friday, 3 April 2020 10:31 
To: Adam Gripenblom <[email-masked]> 
Subject: Re: [email-masked]

 

 

 
 Hi Adam, 

 

   

 
 Thank you for your prompt response. 

 

   

 
 We didn't find any issues with internet connection.  

 

   

 
 We've conducted an analysis of the Club playback data and can see that the issues you're facing are due to a failure in some aspect of the AV setup, which we need to investigate
 further. Therefore, it is essential for us to have the detailed information that we requested in the previous email.   

 

   

 
 We are looking forward to hearing from you. 
 
Best Regards, 
​Olesia 
Customer Services 
Les Mills Virtual App 

 

Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3461 

 

  

 

 
 
On Fri, 3 Apr at 8:57 PM
, Adam Gripenblom <[email-masked]> wrote:

 

 
 I will have a check with the club and AV partner 
 
one thing I know is that the Wifi was not a designated connection the ipad was on Adminsitration Wifi that is also used by staff members could that be an contribution to the errors? 

 

 

 

 
 
From: Les Mills International <[email-masked]>
 
Sent: Friday, 3 April 2020 09:51 
To: Adam Gripenblom <[email-masked]> 
Subject: Re: [email-masked]

 

 

 

 

 Hi Adam, 
 
Thank you for reaching out to Les Mills Virtual. 
 
We are sorry to hear that the Club experience issues with the Virtual. 
 
We have checked our backend data, we can see that the Club is having 23 playback issues in the last 7 days. 
As you mention that this might be caused due to some aspect of the Virtual AV setup is failing. In order to narrow down the issue could you please help us with the below-mentioned information: 
 
1. Please check the link below to ensure that the Club is using all the correct devices and equipment which we have recommended for Virtual: 
 
https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment- 
 
2. Also, could you confirm with the Club if the Virtual Setup includes an EDID? 
If yes, please share the make and model of the EDID they are using. 
You can check this with their AV provider who installed the Virtual. 
 
We are looking forward to hearing from you. 
 
Best Regards, 
Marika 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3461 

 

 
 
 On Fri, 3 Apr at 7:57 PM
, Adam Gripenblom <[email-masked]> wrote:

 

 

Hi team,

Hope you are well,  
 
Could you run a backend check for this club GYMMET [email-masked]
if there have been any errors that could be AV releated

 

 

   

 

 
 
Les Mills Nordic AB |
Communication Manager
|
[email-masked] |
 
Birger Jarlsgatan 57A,
113 56 Stockholm, Sweden 
 
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LES MILLS | FOR A FITTER PLANET 
 
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