Subject: New Reply Received - [email-masked]
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 21 Apr 2020 09:02:52 +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 team,
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I have today Facetimed with the club <br>
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I went through the settings in the iPad and all looks good!<br>
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They have all the must have devices – ipad, adpter and EDID the Kramer Model are installed<br>
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The iPad is on a flat surface but the adapter cord was slightly bent, I have recommended the manager to replace it with a new one and make sure the cord is placed straight. This will be done today.<br>
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the issues are that at times the ipad losses connection to the screen (cant find display) and that classes stop and restart.<br>
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<div class="MsoNormal"><span lang="EN-GB" style='font-size:12.0pt;font-family:"Calibri Light",sans-serif;mso-fareast-language:EN-US'>checked the EDID setting and they are correct but I have asked them to contact the AV partner to make sure the set up of the EDID
 was correct prior instalment <br>
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<div class="MsoNormal"><span lang="EN-GB" style='font-size:12.0pt;font-family:"Calibri Light",sans-serif;mso-fareast-language:EN-US'>Cheers Adam<br>
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<div>From:<span lang="EN-US"> Adam Gripenblom
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<b>Sent:</b> Monday, 20 April 2020 10:48<br>
<b>To:</b> Support &lt;[email-masked]&gt;<br>
<b>Subject:</b> RE: [email-masked]</span>
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<div class="MsoNormal"><span lang="EN-GB" style='font-size:12.0pt;font-family:"Calibri Light",sans-serif;mso-fareast-language:EN-US'>Hi,
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I have reached out to the club but they have not got back to me yet </span></div>
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<b><span lang="EN-US">From:</span></b><span lang="EN-US"> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Monday, 20 April 2020 10:44<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>
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<div class="MsoNormal"><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Adam,</span></div>
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<div class="MsoNormal"><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We are following up with you.</span></div>
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<div class="MsoNormal"><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>In our internal data, we see 34 video disconnections in the last 7 days for this Club. Please share with us the AV scheme and all other information we request
 regarding an issue with Virtual.</span></div>
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<div class="MsoNormal"><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We are looking forward to hearing from you.<br>
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Best Regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3461" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3461</a></span></div>
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<span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 14 Apr at 9:19 PM
<span class="separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Adam,</span></div>
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<div class="MsoNormal"><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your reply.</span></div>
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<div class="MsoNormal"><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Sure! Let us know how it goes.</span></div>
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<div class="MsoNormal"><span lang="en-SE" 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/3461" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3461</a> </span></div>
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<span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 14 Apr at 7:43 PM
<span class="separator">, Adam Gripenblom &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span lang="EN-GB" style='font-size:12.0pt;font-family:"Calibri Light",sans-serif;mso-fareast-language:EN-US'>Hi Marika,
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I will contact the club today and get back to you as soon as I have more information.<br>
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Cheers, Adam</span></div>
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<b>Sent:</b> Monday, 13 April 2020 05:06<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>
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<div class="MsoNormal"><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​Hi Adam,<br>
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This is a follow-up email about the issues the Club is facing with the Virtual.<br>
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Have you got any update from the Club? If yes, please share the information with us because we still can see a lot of disconnection in the last 7 days.<br>
We need an AV schematic to troubleshoot the issue correctly.<br>
<br>
Kindly, please let us know how it goes.<br>
<br>
Warm 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>
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<div class="MsoNormal"><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Mon, 13 Apr at 1:05 PM
<span class="separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Adam,<br>
<br>
This is a follow up email about the issues the Club is facing with the Virtual.<br>
<br>
Have you got any update from the Club? If yes, please share the information with us because we still can see a lot of disconnection in the last 7 days.<br>
We need an AV schematic to troubleshoot the issue correctly.<br>
<br>
Kindly, please let us know how it goes.<br>
<br>
Warm 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>
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