Subject: Ticket re-opened - [#3504] FW:
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 22 Apr 2020 12:38:28 +0000

Hi Pritish Nandi,  Ticket “#3504 – FW: ” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3504 to view the ticket.  Ticket comment   
 Hi,

Just a quick update – we believe it to be related to the wifi/router set up so the AV-partner will address this ASAP. 
 
Will let you know how it goes,  
 
Cheers, Adam 

  

  

 From: Les Mills International <[email-masked]>
 
Sent: Tuesday, 21 April 2020 15:47 
To: Adam Gripenblom <[email-masked]> 
Cc: [email-masked]; [email-masked] 
Subject: Re: FW:

 

 

 
 Hi Adam, 

 
 
 ​ 

 
 
 Thank you for reaching out to support. 

 
 
 ​ 

 
 
 In order to resolve the issue with studio connection: "looks like there are no studios that can be registered to the account Right now" please follow the link bellow: 

 
 
 ​ 

 
 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084192-i-m-seeing-the-error-message-looks-like-there-are-no-studios-that-can-be-registered-to-the-account-right-now- 

 
 
 ​ 

 
 
 Regarding the issue with video can you please confirm that Club is using the must having devices and the EDID which is one of the most important equipment. Please see the
 link below and confirm if you are using all recommended devises: 

 

   

 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment- 

 

 

 
 
Also kindly provide us with the picture or short video of your setup with the EDID make and model if you are using.

 

 
​

 

 
Looking forward to hear from you.

 

 
 
​

 

 
Best Regards, 
Olesia 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3504

 

 

 

 

On Wed, 22 Apr at 12:59 AM
, Adam Gripenblom <[email-masked]> wrote:

 

 
 
Hi team,

We have an urgent issue with the following club Träna Username: [email-masked]
as you can see on the prints screen of the Diagnostic run there are several error messages.

They have tried to log out and in and get the following error message ”looks like there are no studios that can be registered to the account Right now”. 
 
The initial problem has been that projector starts, class is running with audio but no image.

What could be the issue and how can we solve it ASAP – I have CC the AV Partner and the Club Owner is this email for their information so please CC the in the response as well.

Cheers Adam 

 

 

 

 

 
From: Kenneth Edlund <[email-masked]>
 
Sent: Tuesday, 21 April 2020 13:37 
To: Adam Gripenblom <[email-masked]> 
Subject: Re: 

 

 

 

 
 
Hej,

 

 

 

 

 
Vi provade att ändra schema också men efter 20 minuter så har det fortfarande inte slagit igenom. Jag får ju som sagt ok på external display och projektorn startar
 varje gång. Det sitter en edid-hanterare för att garantera samma upplösning varje gång.

 

 

 

 

 

 

 

 
Kenneth Edlund, CTS

 

 
 
                  Direct: +46 90 13 23 96

 

 
 
                  [email-masked]

 

 

 

 

Mindspace Group AB

 

 
 
                  Address: Sandbackavägen 1

 

 
 
                  SE-903 46 Umeå, Sweden

 

 
 
                  Main: +46 771 11 08 11

 

 
                  Fax: +46 90 88 88 475

 

 
                  www.mindspace.se

 

 

 

 
 
Telepresence:

 

 
                  umea1.video.mindspace.se

 

 
Mobile video:

 

 
 
                 [email-masked]

 

 

   

 

 
Skickat från min iPhone

 

 

   

 

21 apr. 2020 kl. 13:32 skrev Adam Gripenblom <[email-masked]>:

 

 

 

Hej Kenneth,

Inget jag fått info från det globala teamet.   
 
När det är bild och ljud så tänker jag spontant – adapter eller EDID som bråkar samt om app eller ipad behöver uppdateras. Vill du ta en bild på resultatet från Diagnostic resultatet som jag kan vidarebefordra till supporten omgående.

 

 

 

 

Följdfrågor som jag skulle behöva svar som jag vet supporten kommer fråga är: 
Vilken EDID modell är installerad?

 

 

 

 

Mvh Adam

 

 

 

 

 
 
From: Kenneth Edlund <[email-masked]>
 
Sent: Tuesday, 21 April 2020 13:13 
To: Adam Gripenblom <[email-masked]> 
Subject: Re: 

 

 

 

 

 
Hej Adam,

 

 

 

 

 

Jag är på Träna i Umeå och de har senaste veckorna fått allt mer problem med att de får ljud men ingen bild på passen i Virtual.

 

 

 

 

 

Jag provade att köra diagnostics och får rött på allt utom Internet Connection, Device storage och External display.

 

 

 

 

 

I bredbandskollen får vi ca 18mbit ner och 6mbit upp. Projektorn startar som den ska på de passen som inte får bild.

 

 

 

 

 

Är det något problem med servrarna eller vet du vad det annars kan vara?

 

 

 

 

 

Kenneth Edlund, CTS

 

 
 
                  Direct: +46 90 13 23 96

 

 
 
                  [email-masked]

 

 

 

 

Mindspace Group AB

 

 
 
                  Address: Sandbackavägen 1

 

 
 
                  SE-903 46 Umeå, Sweden

 

 
 
                  Main: +46 771 11 08 11

 

 
                  Fax: +46 90 88 88 475

 

 
                  www.mindspace.se

 

 

 

 
 
Telepresence:

 

 
                  umea1.video.mindspace.se

 

 
Mobile video:

 

 
 
                 [email-masked]

 

 

 

 

 

Skickat från min iPhone

 

 

 

 

 

 
9 apr. 2019 kl. 11:14 skrev Adam Gripenblom <[email-masked]>:

 

 

 
 
Hej Kenneth! 
 
Jag har fått följande återkoppling gällande batteritid >> 
 
Regarding battery issue, brightness can be turned down by going into 'Settings' then 'Display and Brightness', turning off 'auto brightness' and then adjusting the dial to
 low.  Please also check they are not using the iPhone charger by accident, which is only 5W, this is the lowest source of power and will drain the battery quickly.  A 12W adapter is supplied with the iPad Pro. 
 
Alternatively, a higher watt adapter can be purchased (must be authentic Apple), between 30W to 61W. 
 
NOTE: If these bigger adapters are used, you need to check if a USB-C to lightening cable is needed (if it's purchased as is, the customer won’t be able connect direct into the iPad). 
 
Gällande -  uppspelningen så har jag bett dem kontakta dig direkt via mail – de önskar undersöka vidare då de inte fått in den formen av issue så det kan vara bra för dem att
 få fram så mycket info som möjligt. 
 
mvh 

 

 

 

 

Adam Gripenblom  
 
Les Mills Nordic AB | Communication | 
[email-masked]
 | +46(0) 704 28 80 25 | 
Birger Jarlsgatan 57A, 113 56 Stockholm, Sweden. 
 
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