Subject: Ticket re-opened - [#3582] problem
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 28 May 2020 21:07:21 +0000

Hi Pritish Nandi,  Ticket “#3582 – problem” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3582 to view the ticket.  Ticket comment   
 Thank you for your assistance!  I am forwarding this on to our IT team – you have helped them prior at our other locations! 

 

 

     

 
 
        Health and Happiness Always! 

 

 

 

Terian SzymCzak 
Senior Director | CHASCO and Hutto Family YMCA’s 
P: 512.615.5567 F: 512.244.7381 E: [email-masked] 
ymcagwc.org | The Y. So Much More™

 

  

 

 

  

 
  
 From: Les Mills International [mailto:[email-masked]]
 
Sent: Thursday, May 28, 2020 3:57 PM 
To: Terian Szymczak 
Subject: Re: problem

 

 

 
 
 CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and
 know the content is safe. 

 

 

 

 Hi Terian, 
 
We are sorry to hear about the playback issues you are facing with the Virtual App. 
 
After checking the data, we can see that Group X Studio has 28 of playback disconnections which happens when you may have an internal issue with the Virtual Setup you are using. Here's what happens with the reported classes: 
 
May 28, 2020 Thursday Bodypump 111, 7:15 AM - started in time, 7:55 AM disconnected and restarted 
May 23, 2020 Friday BODYFLOW 84, 3:50 PM - started in time, 3:55 PM disconnected and restarted 
May 26, 2020 Tuesday BODYPUMP 113 (45 Mins), 5:00 PM - started in time, played to completion (no issue) 

 
 
 May 26, 2020 Tuesday BODYPUMP 113, 12:15 PM - started in time, played to completion (no issue) 

 
 
 ​ 

 
 
 As we couldn't find any issue with BODYPUMP classes on Tuesday, would you be so kind to bring more details to our attention on what happened to this class. 
 
In order to narrow down the issue could you please share the AV diagram of the Virtual Setup, including the make and model of the EDID you are using. You can obtain this from your AV provider or the IT provider who installed the setup for you. 
 
Looking forward to your reply soon. 
 
Warm Regards, 
Olesia 
Customer Services 
Les Mills Virtual App 

 

Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3582 

 

 
On Fri, 29 May at 7:24 AM
, Les Mills International <[email-masked]> wrote:

 

 
 Hi Terian, 

 
 
 ​ 

 
 
 Thank you for contacting Virtual support. 
 
We've conducted an analysis of your playback data and can see that the issues Club facing are due to a failure in some aspect of the AV setup, which we need to investigate further. 
 
In the mean time, can you confirm that all the equipment in the link below is in place and also confirm the make and model of your video EDID. 
 
https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-

 

  
Looking forward to hear from you soon. 
 
​Warm Regards, 
Olesia 
Customer Services 
Les Mills Virtual App 

 

Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3582  

 

 
On Fri, 29 May at 5:22 AM
, Terian Szymczak <[email-masked]> wrote: 

 

 Good morning, 

 

 

 
 I have several classes at the Twin Lakes Y location that are not running correctly, stopping at the 30 minute mark then starting over – in the following time slots: 

 

 

 
 
1.      
Thursday am Bodypump 7:15am

 

 
2.      
Friday 3:50pm Bodyflow

 

 
3.      
Tuesday Bodypump – not sure if it s the noon or the 5pm

 

   

 
 
 Thank you for your assistance! 

 

 

 

 

 

       Health and Happiness Always!

 

 

 

 

 
Terian SzymCzak 
Senior Director | CHASCO and Hutto Family YMCA’s 
P: 512.615.5567 F: 512.244.7381 E: [email-masked] 
ymcagwc.org |
 The Y. So Much More™  

 

 

 

   

 

 

 

3582:859387