Subject: Ticket re-opened - [#3461] [email-masked]
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 06 Apr 2020 11:52:55 +0000 (UTC)

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   
 Waiting for the club to get back to me on this one, cheers Adam 

  

  

 From: Les Mills International <[email-masked]>
 
Sent: Friday, 3 April 2020 16:25 
To: Adam Gripenblom <[email-masked]> 
Subject: Re: [email-masked]

 

 

 
 Hi Adam, 

 
 
 ​ 

 
 
 Thank you for your reply. 

 
 
 ​ 

 
 
 Could you please share with us some information on what kind of issues the Club is facing. It would be great if you could send us a video or screenshots of what is happening
 with the playback. It will help us to troubleshoot further.  

 

   

 
 Would it be possible to get an AV diagram? Or it can be just photos of setup for Les Mills Virtual. 

 

   

 
 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 11:25 PM
, Adam Gripenblom <[email-masked]> wrote:

 

 
 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 

 

 

 
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3461:859387

 

 

 

 
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