Subject: New Reply Received - virtual app Les Mills Hamilton
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 26 May 2020 22:59:59 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  virtual app Les Mills Hamilton  Ticket comment <div>
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<div style="direction: ltr">Thanks Charlotte, that’s really helpful. Fingers crossed!</div>
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<td align="left" style="vertical-align:top;font-family:Arial"><a href="mailto:[email-masked]" target="_blank" id="LPlnk689713" style="text-decoration:none;color:#0070C0" rel="noreferrer"><strong style="font-weight:400"><span style="text-decoration:underline">[email-masked]</span></strong></a></td>
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<td align="left" style="vertical-align:top;font-family:Arial">747 Victoria Street</td>
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<td align="left" style="vertical-align:top;font-family:Arial"><a href="http://www.lesmills.co.nz/" target="_blank" id="LPlnk689713" style="text-decoration:none;color:#0070C0" rel="noreferrer"><strong style="font-weight:400"><span style="text-decoration:underline">www.lesmills.co.nz</span></strong></a></td>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Wednesday, May 27, 2020 10:44:51 AM<br>
<b>To:</b> Jo Archibald &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: virtual app Les Mills Hamilton
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<div dir="ltr">Hi Jo,</div>
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<div dir="ltr">Sure, happy to check this for you.  The 5.15am CXWORX class on Monday looks Ok at our end, it appears to have started and completed on time.  The 7.15am CXWORX class on Monday suffered multiple AV related disconnections, could it be this class
 that you're talking about?</div>
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<div dir="ltr">The good news is that since 1pm yesterday I can't see any further AV related problems, so perhaps the work your AV provider did yesterday has resolved it?  I'll keep an eye on your playback data for the next few days and report back if I see
 anything of concern.</div>
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<div dir="ltr">Kind regards</div>
<div dir="ltr">​</div>
<div dir="ltr">Charlotte<br>
<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3569" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3569</a>
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<blockquote class="x_freshdesk_quote">On Wed, 27 May at 9:31 AM <span class="x_separator">
, Jo Archibald &lt;[email-masked]&gt; wrote:
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Hi Charlotte</div>
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I think our AV may have been doing something to the system at that time yesterday. </div>
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Are you able to check what happened on Monday (25th May) in the class 5:15am-5:45am. It was a CX class and it glitched out about 4 times and completely restarted at track 4.</div>
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We've already swapped out the apple adapter, and EDID. We're working with our AV provider and trying to rule out certain things to isolate the problems.</div>
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thanks</div>
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jo</div>
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<td align="left" style="vertical-align:top; color:#000001; font-family:Arial">Jo Archibald<span style="font-family:remialcxesans; font-size:1px; color:#FFFFFF; line-height:1px">​</span>
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<td align="left" style="vertical-align:top; font-family:Arial">  | </td>
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<td align="left" style="vertical-align:top; font-family:Arial">Les Mills Hamilton</td>
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<td align="left" style="vertical-align:top; font-family:Arial"><a href="mailto:[email-masked]" target="_blank" id="LPlnk689713" rel="noreferrer" style="text-decoration:none; color:#0070C0"><strong style="font-weight:400"><span style="text-decoration:underline">[email-masked]</span></strong></a></td>
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<td align="left" style="vertical-align:top; font-family:Arial">747 Victoria Street</td>
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<td align="left" style="vertical-align:top; font-family:Arial"> | </td>
<td align="left" style="vertical-align:top; font-family:Arial"><a href="http://www.lesmills.co.nz/" target="_blank" id="LPlnk689713" rel="noreferrer" style="text-decoration:none; color:#0070C0"><strong style="font-weight:400"><span style="text-decoration:underline">www.lesmills.co.nz</span></strong></a></td>
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<td align="left" style="vertical-align:top; font-family:Arial">P: <a target="_blank" id="LPlnk689713" rel="noreferrer" style="text-decoration:none; color:#7F7F7F"><strong style="font-weight:400">(07) 838 6274</strong></a> </td>
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<blockquote class="x_freshdesk_quote">
<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Tuesday, May 26, 2020 4:58 PM<br>
<b>To:</b> Jo Archibald &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: virtual app Les Mills Hamilton </div>
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<div dir="ltr">Hi Jo,</div>
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<div dir="ltr">I've taken a look at the data from today and can see that CXWORX at 1.15pm failed 3 minutes in to the class due to an AV related issue where the iPad lost connection with the screen.  Were there any other failings reported today?</div>
<div dir="ltr">​<br>
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<div dir="ltr">We don't provide a report as such but can look into what might be going wrong and suggest the next steps.  For AV related problems I'd suggest trying an alternative Apple adapter, switching out the HDMI cables or checking with your AV provider
 to make sure all the equipment is setup correctly, including the EDID.</div>
<div dir="ltr">​<br>
</div>
<div dir="ltr">​Would you like to include your AV provider in this thread so we can get that conversation going?</div>
<div dir="ltr">​</div>
<div dir="ltr">Thanks</div>
<div dir="ltr">​</div>
<div dir="ltr">Charlotte<br>
<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3569" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3569</a> </div>
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<blockquote class="x_x_freshdesk_quote">On Tue, 26 May at 3:42 PM <span class="x_x_separator">
, Jo Archibald &lt;[email-masked]&gt; wrote:
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<div>Hi Charlotte</div>
<div dir="ltr">
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<div dir="ltr">It is happening on a daily basis. I was lead to believe that you would be able to produce a report? We’re trying to rule out different causes as we try to isolate the root of the problems we’re having. </div>
<div dir="ltr">Is this something you can do? </div>
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<div dir="ltr">Thanks</div>
<div dir="ltr">Jo </div>
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<td align="left" style="vertical-align:top; font-family:Arial">Les Mills Hamilton</td>
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<td align="left" style="vertical-align:top; font-family:Arial"><a href="mailto:[email-masked]" target="_blank" id="LPlnk689713" rel="noreferrer" style="text-decoration:none; color:#0070C0"><strong style="font-weight:400"><span style="text-decoration:underline">[email-masked]</span></strong></a></td>
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<td align="left" style="vertical-align:top; font-family:Arial"><a href="http://www.lesmills.co.nz/" target="_blank" id="LPlnk689713" rel="noreferrer" style="text-decoration:none; color:#0070C0"><strong style="font-weight:400"><span style="text-decoration:underline">www.lesmills.co.nz</span></strong></a></td>
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Tuesday, May 26, 2020 2:39 PM<br>
<b>To:</b> Jo Archibald<br>
<b>Subject:</b> Re: virtual app Les Mills Hamilton </div>
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<div dir="ltr">Hi Jo,</div>
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<div dir="ltr">Thanks for contacting us.  I've checked the downloads and can't see any problems there. In order to investigate further, could you confirm a specific time and date that the issue has ​<span style='color:rgb(0,0,0); font-family:"Helvetica Neue",Helvetica,Arial,sans-serif; font-size:13px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial; display:inline!important; float:none'>occurred</span>
 and we'll take a detailed look.</div>
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<div dir="ltr">Many thanks</div>
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<div dir="ltr">Charlotte<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3569" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3569</a> </div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3569