Subject: Ticket re-opened - [#3582] problem
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 04 Jun 2020 13:42:10 +0000 (UTC)

Hi Pritish Nandi,  Ticket “#3582 – problem” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3582 to view the ticket.  Ticket comment    
 I will forward this request on to our IT team.  They can provide that information and trouble shoot from that end.   

  
   
 From: Les Mills International <[email-masked]> 
Sent: Thursday, June 4, 2020 12:22:25 AM 
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 hope you are doing well. 
 
This is a follow-up email regarding the issue which you have raised us. 
Did you get any information from your AV provider or your IT team? 
 
We had a look into the back end logs and we see that there is a lot of playback disconnections still occur in the last 7 days. 
 
Could you share with us the AV diagram of the Virtual Setup, including the make and model of the EDID you are using? You can also just send us photos of your AV setup. We really need the information requested to help troubleshoot the issue correctly. 
 
Please let us know how it goes. 
 
Warm Regards, 
Marika 
Customer Services 
Les Mills Virtual App 
 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3582 
 
 On Mon, 1 Jun at 7:50 PM  
, Les Mills International <[email-masked]> wrote: 
  
 ​Hi Terian, 
 
This is a follow-up email about the issues that the Club is facing with the Virtual. 
 
As we have checked in our backend data, we can see that there are no disconnections happened since 5/30. 
 
Does your AV provider or is your IT team already checked the AV set up? Do you have any update from them? 
If the club is still having any issue, please provide us AV diagram which we mentioned in the previous email. 
 
We are looking forward to hearing from you. 
 
Warm Regards, 
Marika 
Customer Services 
Les Mills Virtual App 

Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3582    
  
 On Fri, 29 May at 5:27 PM  
, Les Mills International <[email-masked]> wrote: 

 Hi Terian,  

 
 Thank you for your quick response. 

 
 We will wait for your update. 

 
 Warm Regards, 
Marika 
Customer Services 
Les Mills Virtual App 
 
 ​ 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3582  

   

 
 On Fri, 29 May at 10:07 AM  
, Terian Szymczak <[email-masked]> wrote: 
  
 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 

 

 
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