Subject: New Reply Received - [email-masked]
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 03 Apr 2020 10:25:39 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  [email-masked]  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span lang="EN-GB" style='font-size:12.0pt;font-family:"Calibri Light",sans-serif;mso-fareast-language:EN-US'>Hi,
<br>
<br>
Yes they have all the must have devices installed it is a LED screen set up and EDID is Kramer FC 69<br>
<br>
Cheers Adam</span></div>
<div></div>
<div></div>
<div class="MsoNormal"><span lang="en-SE" style='font-size:12.0pt;font-family:"Calibri Light",sans-serif;mso-fareast-language:EN-US'></span></div>
<div> </div>
<div></div>
<div class="MsoNormal"><b><span lang="EN-US"></span></b></div>
</div>
<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
<br>
<b>Sent:</b> Friday, 3 April 2020 10:31<br>
<b>To:</b> Adam Gripenblom &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: [email-masked]</span>
</div>
<div></div>
<div></div>
<div class="MsoNormal"></div>
<div> </div>
<div></div>
<div>
<div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Adam,</span></div>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span></div>
<div> </div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your prompt response.</span></div>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span></div>
<div> </div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We didn't find any issues with internet connection. </span></div>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span></div>
<div> </div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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.  </span></div>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span></div>
<div> </div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We are looking forward to hearing from you.<br>
<br>
Best Regards,<br>
​Olesia<br>
Customer Services<br>
Les Mills Virtual App</span></div>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3461" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3461</a></span></div>
<div></div>
<div></div>
</div>
<div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span></div>
<div> </div>
<div></div>
</div>
</div>
<div>
<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt">
<div class="MsoNormal">
<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 3 Apr at 8:57 PM
<span class="separator">, Adam Gripenblom &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
</span></span><span class="separator"></span>
</div>
<div></div>
<div></div>
<div>
<div>
<div class="MsoNormal"><span lang="EN-GB" style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#404040;mso-fareast-language:EN-US'>I will have a check with the club and AV partner<br>
<br>
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?</span></div>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span></div>
<div></div>
<div></div>
</div>
</div>
<div>
<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt">
<div>
<div class="MsoNormal">
<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From:</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
<br>
<b>Sent:</b> Friday, 3 April 2020 09:51<br>
<b>To:</b> Adam Gripenblom &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
</div>
<div></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span></div>
<div></div>
<div></div>
</div>
<div>
<div>
<div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Adam,<br>
<br>
Thank you for reaching out to Les Mills Virtual.<br>
<br>
We are sorry to hear that the Club experience issues with the Virtual.<br>
<br>
We have checked our backend data, we can see that the Club is having 23 playback issues in the last 7 days.<br>
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:<br>
<br>
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:<br>
<br>
<a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-</a><br>
<br>
2. Also, could you confirm with the Club if the Virtual Setup includes an EDID?<br>
If yes, please share the make and model of the EDID they are using.<br>
You can check this with their AV provider who installed the Virtual.<br>
<br>
We are looking forward to hearing from you.<br>
<br>
Best Regards,<br>
Marika<br>
Customer Services<br>
Les Mills Virtual App<br>
<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3461" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3461</a></span></div>
<div></div>
<div></div>
</div>
</div>
<div>
<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt">
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 3 Apr at 7:57 PM
<span class="separator">, Adam Gripenblom &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
</span></span></div>
<div></div>
<div></div>
</div>
<div>
<div>
<div>
<div class="MsoNormal">
<span lang="EN-GB" style='font-size:12.0pt;font-family:"Arial",sans-serif'>Hi team,
<br>
<br>
Hope you are well, <br>
<br>
Could you run a backend check for this club GYMMET </span><span lang="en-SE" style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black;background:white'><a href="mailto:[email-masked]" rel="noreferrer"><span style="color:black">[email-masked]</span></a>
</span><span lang="EN-GB" style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black;background:white'>if there have been any errors that could be AV releated</span><span lang="EN-GB" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
</div>
<div></div>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span></div>
<div></div>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal" style="text-autospace:none">
<span lang="EN-GB" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'>Les Mills Nordic AB |
</span><span lang="EN-US" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'>Communication Manager
</span><span lang="EN-GB" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'>|
</span><span lang="EN-GB" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7F7F7F'><a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a> |
<br>
</span><span lang="en-SE" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7F7F7F'>Birger Jarlsgatan 57A</span><span lang="EN-GB" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7F7F7F'>,
</span><span lang="en-SE" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7F7F7F'>113 56 Stockholm, Sweden</span><span lang="EN-GB" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:gray'><br>
<br>
</span><span lang="EN-US" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:gray'>¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯</span><span lang="EN-US" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:navy'><br>
</span><b><span lang="EN-US" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:gray'>LES MILLS </span></b><span lang="EN-US" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:gray'>| FOR A FITTER PLANET<br>
<br>
¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯<br>
<img width="387" height="95" style="width:4.0312in;height:.9895in" id="Picture_x0020_1" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjIwNjM2NzIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.dZoVGYTgjduiSy8RRHEVkY3Vrwe-_MHTpRGfYZq1RE4" alt="CWI_BC_2019_Signatur"></span><span lang="EN-US" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:black'><br>
</span><span lang="EN-US" style='font-size:2.0pt;font-family:"Arial",sans-serif;color:gray'><br>
</span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://www.facebook.com/lesmillsnordic" rel="noreferrer"><span style="font-size:12.0pt;font-family:MarkOT;color:gray;text-decoration:none"><img width="24" height="30" style="width:.25in;height:.3125in" id="Picture_x0020_2" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjIwNjM2NzMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.sJS6uhGaGcU8m99t5bvrATHJCSUI0hwDM09OWTr6OIE" alt="fb"></span></a><a href="https://www.instagram.com/lesmillsnordic" rel="noreferrer"><span style="font-size:12.0pt;font-family:MarkOT;color:gray;text-decoration:none"><img width="24" height="30" style="width:.25in;height:.3125in" id="Picture_x0020_3" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjIwNjM2NzQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.Hhgaebl0WsR0kW5ZnSwwUV4hejeII-xeKi97Rb_4ZFY" alt="insta"></span></a><a href="https://www.youtube.com/user/LesMillsNordic" rel="noreferrer"><span style="font-size:12.0pt;font-family:MarkOT;color:gray;text-decoration:none"><img width="24" height="30" style="width:.25in;height:.3125in" id="Picture_x0020_4" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjIwNjM2NzUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.UL1eFlxT3Hd8XtueJau8-SKbDQSfkuOhDZi2fIlqS0I" alt="youtube"></span></a></span><span lang="EN-US" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:gray'><br>
</span><b><span lang="EN-US" style='font-size:5.0pt;font-family:"Arial",sans-serif;color:#FF3399'><br>
</span></b><b><span lang="EN" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'>UNDEFEATED FOR 20 YEARS</span></b><span lang="en-SE" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'><br>
</span><span lang="EN" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'>BODYCOMBAT® constantly reinvents, remaining the world's top martial
<br>
arts-inspired training program. The group effect motivates your members <br>
and delivers real results. Easy to implement and easy to teach, <br>
it's a knockout success from the first punch.</span><span lang="EN-GB" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'><br>
</span><span lang="en-SE" style="font-size:12.0pt;font-family:MarkOT;color:black"><a href="https://contact.lesmills.com/nordic-bodycombat" rel="noreferrer"><span lang="EN-US" style='font-size:8.0pt;font-family:"Arial",sans-serif'>Read more&gt;&gt;</span></a></span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
</div>
<div></div>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span></div>
<div></div>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span></div>
<div></div>
<div></div>
</div>
</div>
</div>
</blockquote>
</div>
</div>
<div>
<div class="MsoNormal">
<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>3461:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
</span>
</div>
<div></div>
<div></div>
</div>
</div>
</blockquote>
</div>
</blockquote>
</div>
</div>
<div class="MsoNormal">
<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>3461:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
</span>
</div>
<div></div>
<div></div>
</div>

</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3461