Subject: Ticket re-opened - [#3562] Hendricks Regional Health YMCA Virtual Issues
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 22 May 2020 14:25:54 +0000

Hi Pritish Nandi,  Ticket “#3562 – Hendricks Regional Health YMCA Virtual Issues” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3562 to view the ticket.  Ticket comment   
 Thank you! Eric, my cell is 317.450.2808 please give me a call when you are onsite and I’ll let you in the building

 

 
 
 Kayla

 
 Kayla Northcutt

 
 Senior Wellness Director

 
 YMCA of Greater Indianapolis Association Personal Training Specialist

 
 Hendricks Regional Health YMCA

 
 301 Satori Parkway Avon IN 46123 

 317.204.1911 |
www.OurCauseIsYou.org 

 

 

 

 The Y: We're for Youth Development, Healthy Living, & Social Responsibility 

 

 

  

 
  
 From: Watson, Zach [mailto:[email-masked]]
 
Sent: Friday, May 22, 2020 9:45 AM 
To: Kayla Northcutt <[email-masked]>; HelpDesk <[email-masked]>; McClintock, Rebecca <[email-masked]>; Scott, Eric <[email-masked]>; 'Les Mills International' <[email-masked]> 
Cc: Mary Beth Carmichael <[email-masked]>; Jessica Ledford <[email-masked]>; Rachel Raymond <[email-masked]> 
Subject: RE: Hendricks Regional Health YMCA Virtual Issues 

 

 Good morning, 

 

 Kayla, I have included others in our office regarding getting a warranty service ticket created. I have also included Eric in on this email and he knows to do his best to try and be on site around 3:30.

 

 
 Help Desk, can a warranty service ticket please be created for Hendricks Regional Health YMCA in regards to their AV system? They are receiving a “no external screen” message for their Les Mills system. Kayla is the requester.

 

 
 Becca, once the ticket is created, can you send it to Eric. I have talked with Eric this morning and he is aware of this call.

 

 
 Thanks everyone,  

 

 
 Zach Watson |
Tech Electronics of Indiana 

 Project Manager 

  

 
O: 317.522.4011 | C: 317.473.4278 
www.techelectronics.com 
 |  [email-masked] 
Connect with us on Facebook,
LinkedIn,
 or Twitter

 

   

 
 
From: Kayla Northcutt <[email-masked]>
 
Sent: Friday, May 22, 2020 9:31 AM 
To: Watson, Zach <[email-masked]>; 'Les Mills International' <[email-masked]> 
Cc: Mary Beth Carmichael <[email-masked]>; Jessica Ledford <[email-masked]>; Rachel Raymond <[email-masked]> 
Subject: RE: Hendricks Regional Health YMCA Virtual Issues 

 

   
 
 Yes, if you could have someone there by 3:30 that would be great. We have a test class open to our board members scheduled for 4pm and need it working by
 then 

  

 
 Kayla

 
 Kayla Northcutt

 
 Senior Wellness Director

 
 YMCA of Greater Indianapolis Association Personal Training Specialist

 
 Hendricks Regional Health YMCA

 
 301 Satori Parkway Avon IN 46123 

 
317.204.1911 |
www.OurCauseIsYou.org

 

 

 

 
 
 The Y: We're for Youth Development, Healthy Living, & Social Responsibility 

 

 

 
From: Watson, Zach [mailto:[email-masked]]
 
Sent: Friday, May 22, 2020 9:28 AM 
To: 'Les Mills International' <[email-masked]>; Kayla Northcutt <[email-masked]> 
Cc: Mary Beth Carmichael <[email-masked]>; Jessica Ledford <[email-masked]>; Rachel Raymond <[email-masked]> 
Subject: RE: Hendricks Regional Health YMCA Virtual Issues 

 

   
 
 Good morning,  

 

 Kayla, let me know if you and your staff are not able to get this connection up and going. We can have our technician, Eric Scott, end his day on site. I doubt he would be able to make it before 3:30, but we could get him there ASAP. Eric
 lives in Avon, so your location is not far from his home. Unfortunately, he is not working on that side of town today in order to get him there any sooner. 

 

 Please let us know if you would need our assistance – happy to hear the Y’s will be opening back up! 

 

 Thanks everyone. Have a great day, 

 

 Zach Watson |
Tech Electronics of Indiana 

 Project Manager 

  

 
O: 317.522.4011 | C: 317.473.4278 
www.techelectronics.com 
 |  [email-masked] 
Connect with us on Facebook,
LinkedIn,
 or Twitter

 

 
 
From: Les Mills International <[email-masked]>
 
Sent: Thursday, May 21, 2020 6:22 PM 
To: [email-masked] 
Cc: Watson, Zach <[email-masked]>;
[email-masked]; 
[email-masked]; [email-masked] 
Subject: Re: Hendricks Regional Health YMCA Virtual Issues 

 

 

 Hi Kayla, 

 
 
 ​ 

 
 
 Thanks for confirming. The error message 'there is no external screen connected' appears when the App is trying to play a class but can't due to a break in the connection
 with the screen.  The fault could lie with the Apple adapter that connects to the iPad, the HDMI cable or the EDID.  Please try un-plugging and re-plugging the Apple adapter and ensuring the cables are connected.  Do you have a diagram or more detail on how
 your system is setup please? 

 

   

 
 ​Please also take a look at this article which details the steps you should take to ensure your Virtual system is back up and running: 

 

https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000226932-getting-your-les-mills-virtual-app-and-studio-back-online 

 

 ​ 

 
 
 Many thanks 

 
 
 ​ 

 

Charlotte 
 
Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3562

 

 

 

 

On Fri, 22 May at 8:52 AM
, Kayla <[email-masked]>
 wrote: 

 

 
Username:
[email-masked]

 

 

 

   

 

 

 
 
Kayla

 

 
 
Kayla Northcutt

 

 
 
Senior Wellness Director

 

 
 
YMCA of Greater Indianapolis Association Personal Training Specialist

 

 
 
Hendricks Regional Health YMCA

 

 
 
301 Satori Parkway Avon IN 46123

 

 
317.204.1911 |
www.OurCauseIsYou.org

 

 

 

 

 

 

The Y: We're for Youth Development, Healthy Living, & Social Responsibility

 

   

 

 

From: Les Mills International [mailto:[email-masked]]
 
Sent: Thursday, May 21, 2020 3:44 PM 
To: Kayla Northcutt <[email-masked]> 
Cc: [email-masked]; Mary Beth Carmichael <[email-masked]>; Jessica Ledford <[email-masked]>;
 Rachel Raymond <[email-masked]> 
Subject: Re: Hendricks Regional Health YMCA Virtual Issues

 

 

 

 

 Hi Kayla, 

 

 

 

 
 
 Thank you for reaching out to Les Mills Virtual App support 

 

 

 

 

In order to diagnose the issue further, could you please help us with the Club name along with the Les Virtual username for the club which would be 6 digits followed by @lesmillsvirtual.com
 ( Example - [email-masked]) 
 
You may check it directly via your Virtual Scheduler under 'Settings' > 'Club Preferences'. 
 
You can also find your username in the Virtual App. Please follow the steps below. 
1.Unlock the padlock to the top right of the App 
2.Navigate to SETTINGS 
3. The username is to the left under 'Account'

 

 
 
 ​ 

 

 
 Best Regards, 
Adithya​ 
Customer Services 
Les Mills Virtual App 

 

 

Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3562

 

 

 
On Fri, 22 May at 8:18 AM
, Kayla <[email-masked]>
 wrote: 

 

 

Hello,

 

 

 

 

 
We open Sunday and are doing a test run tomorrow, I went to check to ensure our Virtual schedule had loaded and is good to go. When doing so it is saying that there
 is no external screen. We have checked all HDMI connections and ran diagnostic with no luck of getting a class to play.

 

 

   

 

 
 
Please let me know who can help troubleshoot this and be here tomorrow so that we are ready for our practice opening tomorrow at 3:30pm.

 

 

   

 

 
 
Thanks,

 

 

   

 

 
 
Kayla

 

 

 
Kayla Northcutt

 

 

 
Senior Wellness Director

 

 

 
YMCA of Greater Indianapolis Association Personal Training Specialist

 

 

 
Hendricks Regional Health YMCA

 

 

 
301 Satori Parkway Avon IN 46123

 

 

 
317.204.1911 |
www.OurCauseIsYou.org

 

 

 

 

 

 

 

 

 
The Y: We're for Youth Development, Healthy Living, & Social Responsibility

 

 

   

 

 

 
 
3562:859387

 

 

 

 
3562:859387

 

  

     
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 The information transmitted (including attachments) is covered by the Electronic Communications   
 Privacy Act, 18 U.S.C. 2510-2521, is intended only for the person(s) or entity/entities to which   
 it is addressed and may contain confidential and/or privileged material. Any review,   
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 received this in error, please contact the sender and delete the material from any computer.  
 Thank you.