Subject: New Reply Received - problem
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 28 May 2020 21:07:21 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  problem  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Thank you for your assistance!  I am forwarding this on to our IT team – you have helped them prior at our other locations! 
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<div class="MsoNormal"><span style='font-size:14.0pt;font-family:"Freestyle Script";color:#1F497D'>       Health and Happiness Always!</span></div>
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<a href="http://ymcagwc.org/" rel="noreferrer"><span style="text-decoration:none"><img width="90" height="75" id="_x0000_i1027" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjU4MDIxODgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.HVmT0E3jw2hk98kRHpuBsoUqmqRAzL7golhYn8v_66I" alt="Description: YMCA logo"></span></a><span style="color:#636466"></span>
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<b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#92278F;text-transform:uppercase;letter-spacing:1.5pt'>Terian SzymCzak<br>
</span></b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>Senior Director | CHASCO and Hutto Family YMCA’s</span><span style="color:#636466"><br>
</span><b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>P: </span></b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>512.615.5567 <b>F:</b> 512.244.7381<b> E: </b>[email-masked]</span><span style="color:#636466"><br>
</span><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'><a href="http://ymcagwc.org/" rel="noreferrer"><b><span style="color:#ED1C24;text-decoration:none">ymcagwc.org</span></b></a> | The Y. So Much More™</span><span style="color:#636466"></span>
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<div>From:<span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Les Mills International [mailto:[email-masked]]
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<b>Sent:</b> Thursday, May 28, 2020 3:57 PM<br>
<b>To:</b> Terian Szymczak<br>
<b>Subject:</b> Re: problem</span>
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<div class="MsoNormal" style="background:lightyellow"><b><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>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.</span></b></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue","serif"'>Hi Terian,<br>
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We are sorry to hear about the playback issues you are facing with the Virtual App.<br>
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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:<br>
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May 28, 2020 Thursday Bodypump 111, 7:15 AM - started in time, 7:55 AM disconnected and restarted<br>
May 23, 2020 Friday BODYFLOW 84, 3:50 PM - started in time, 3:55 PM disconnected and restarted<br>
May 26, 2020 Tuesday BODYPUMP 113 (45 Mins), 5:00 PM - started in time, played to completion (no issue)</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue","serif"'>May 26, 2020 Tuesday BODYPUMP 113, 12:15 PM - started in time, played to completion (no issue)</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue","serif"'>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.<br>
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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.<br>
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Looking forward to your reply soon.<br>
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Warm Regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App</span></div>
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Ticket: <a href="https://linkprotect.cudasvc.com/url?a=https%3a%2f%2flesmillsvirtualapp.freshdesk.com%2fhelpdesk%2ftickets%2f3582&amp;c=E,1,FiRRavkG6-uLSBW8ukVrofmDeAaPRRH4Vk9cWmTy2JcneG9Hh5EixmZvGd4TMzzCzrwA_PDPGCWW9h-p_aVngejKLcH06l3yEklncWtfWH8,&amp;typo=1" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3582</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue","serif"'>On Fri, 29 May at 7:24 AM
<span class="separator">, Les Mills International &lt;[email-masked]&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue","serif"'>Hi Terian,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue","serif"'>Thank you for contacting Virtual support.<br>
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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.<br>
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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.<br>
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<a href="https://linkprotect.cudasvc.com/url?a=https%3a%2f%2flesmillsvirtualapp.freshdesk.com%2fen%2fsupport%2fsolutions%2farticles%2f36000084204-what-are-my-must-have-devices-and-equipment-&amp;c=E,1,_HfpE7mB6quXoju7LdluRrie0z38fS9sEDg3DDypC8RDIN1LIku5OLxjK5m_bRo-42Gcc_iXPeDOGCA3Vkz6tLZheHVjiGyL_oZEzMKY9Q,,&amp;typo=1" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-</a>
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Looking forward to hear from you soon.<br>
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​Warm Regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App</span></div>
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Ticket: <a href="https://linkprotect.cudasvc.com/url?a=https%3a%2f%2flesmillsvirtualapp.freshdesk.com%2fhelpdesk%2ftickets%2f3582&amp;c=E,1,ASDyzW3-ib0uY29hY_t4U6kWJf3FDoRqjLtBcYrMxtCytCA7PGQNGX_i3RR3THvQXMPmBMZSRFvxdawGD9759dxdVIPpcsgKhQVWfkNQdW9XN3D6W9BdXt1oLOo,&amp;typo=1" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3582</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue","serif"'>On Fri, 29 May at 5:22 AM
<span class="separator">, Terian Szymczak &lt;[email-masked]&gt; wrote: </span></span><span class="separator"></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue","serif"'>Good morning,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue","serif"'>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:</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue","serif"'>1.</span><span style="font-size:7.0pt">      
</span><span style='font-size:10.0pt;font-family:"Helvetica Neue","serif"'>Thursday am Bodypump 7:15am</span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue","serif"'>2.</span><span style="font-size:7.0pt">      
</span><span style='font-size:10.0pt;font-family:"Helvetica Neue","serif"'>Friday 3:50pm Bodyflow</span>
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</span><span style='font-size:10.0pt;font-family:"Helvetica Neue","serif"'>Tuesday Bodypump – not sure if it s the noon or the 5pm</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue","serif"'>Thank you for your assistance!</span></div>
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<span style='font-size:14.0pt;font-family:"Freestyle Script"'>       Health and Happiness Always!</span><span style='font-size:10.0pt;font-family:"Helvetica Neue","serif"'></span>
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<b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#92278F;text-transform:uppercase;letter-spacing:1.5pt'>Terian SzymCzak<br>
</span></b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>Senior Director | CHASCO and Hutto Family YMCA’s</span><span style="color:#636466"><br>
</span><b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>P: </span></b><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'>512.615.5567 <b>F:</b> 512.244.7381<b> E: </b>[email-masked]</span><span style="color:#636466"><br>
</span><span style='font-size:8.5pt;font-family:"Verdana","sans-serif";color:#636466'><a href="https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fymcagwc.org%2f&amp;c=E,1,y54rH-eYzJVr9nbGxdvl8iNGgpHFKPj7ptkN26oeK5JzPx6aJApcoMFUwfYq-WjNsGxZRAUNsCOcrloaMaR46Up56_VHsu66qpMTm7LX2nc,&amp;typo=1" rel="noreferrer"><b><span style="color:#ED1C24;text-decoration:none">ymcagwc.org</span></b></a> |
 The Y. So Much More™</span> </div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3582