Subject: New Reply Received - [email-masked]
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 27 Apr 2020 09:22:41 +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 Olesia,
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All good hope the same at your end =)<br>
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Just checked with the club they changed the apple adapter on Friday the 24<sup>th</sup> April Swedish date/timezone. Checking Kibana it looks like no errors the last two day am I correct ?<br>
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Keeping the conversation with the club, checking up with them on Wednesday again.<br>
Cheers, Adam</span></div>
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<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Monday, 27 April 2020 11:12<br>
<b>To:</b> Adam Gripenblom &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: [email-masked]</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Adam,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We hope you are doing well.<br>
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We have checked our backend data and found 17 video disconnections for this Club.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Is the AV provider visited the Club and did you hear updates from the Club?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Please let us know how it goes.<br>
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Warm 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 style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Wed, 22 Apr at 1:27 AM
<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 style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Adam,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your email.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>This is absolutely correct everything that you advise to the Club.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>In addition please note that we only recommend using original Apple adaptors. Since you mentioned that the iPad is losing connection with the screen, please share the link
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected-" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected-</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Another very crucial part of the setup is Strain relief which helps in reducing the strain on apple adaptor so that wires does not come loose after a certain time. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Also here is the correct Kramer EDID settings for your information:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000188837-tips-on-installing-the-kramer-fc-69" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000188837-tips-on-installing-the-kramer-fc-69</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Please let us know when the AV provider visits the Club so that we can monitor video playback in the Club for several days to make sure that the problem has been resolved.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best Regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App</span></div>
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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 style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 21 Apr at 10:02 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" style="margin-bottom:12.0pt"><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.</span></div>
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<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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<span lang="EN-GB" style='font-size:12.0pt;font-family:"Calibri Light",sans-serif;mso-fareast-language:EN-US'>Cheers Adam</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<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'> Adam Gripenblom
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<b>Sent:</b> Monday, 20 April 2020 10:48<br>
<b>To:</b> Support &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'>
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<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><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From:</span></b><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;
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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><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Adam,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We are following up with you.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<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><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<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><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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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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<span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Adam,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your reply.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Sure! Let us know how it goes.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<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><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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