Subject: New Reply Received - problem
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 04 Jun 2020 13:42:10 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  problem  Ticket comment <div id="divtagdefaultwrapper" style="font-size:12pt;color:#000000;font-family:Calibri,Helvetica,sans-serif" dir="ltr">
<div>I will forward this request on to our IT team.  They can provide that information and trouble shoot from that end.  </div>
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Thursday, June 4, 2020 12:22:25 AM<br>
<b>To:</b> Terian Szymczak<br>
<b>Subject:</b> Re: problem
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<div dir="ltr">Hi Terian,<br>
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We hope you are doing well.<br>
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This is a follow-up email regarding the issue which you have raised us.<br>
Did you get any information from your AV provider or your IT team?<br>
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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.<br>
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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.<br>
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Please let us know how it goes.<br>
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Warm Regards,<br>
Marika<br>
Customer Services<br>
Les Mills Virtual App<br>
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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,1,58XlznGmLMkzFx2RYzHZAzU0R3ijGrL-MR-ZM2EIAqWEEJ5OZLDy42hFnMVThsk4ClV2KgAjktTDS6Dp-jVDTFXN0elx4Y8Dfg0YrEmmBA,,&amp;typo=1" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3582</a>
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<blockquote class="freshdesk_quote">On Mon, 1 Jun at 7:50 PM <span class="separator">
, Les Mills International &lt;[email-masked]&gt; wrote:
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<div dir="ltr">​Hi Terian,<br>
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This is a follow-up email about the issues that the Club is facing with the Virtual.<br>
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As we have checked in our backend data, we can see that there are no disconnections happened since 5/30.<br>
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Does your AV provider or is your IT team already checked the AV set up? Do you have any update from them?<br>
If the club is still having any issue, please provide us AV diagram which we mentioned in the previous email.<br>
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We are looking forward to hearing from you.<br>
<br>
Warm Regards,<br>
Marika<br>
Customer Services<br>
Les Mills Virtual App</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,cMmKNr_AfOqWfxHxGuO87WltpctUpsueVbzR23-JSd3CCGlWbbic0BYREhh_cyQr9_iWKPEiti4ezGC_qDtcpIUzx9IsNnTu71iOT4bB&amp;typo=1" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3582</a> </div>
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<blockquote class="freshdesk_quote">On Fri, 29 May at 5:27 PM <span class="separator">
, Les Mills International &lt;[email-masked]&gt; wrote:
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<div dir="ltr">Hi Terian,</div>
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<div dir="ltr">Thank you for your quick response.</div>
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<div dir="ltr">We will wait for your update.</div>
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<div dir="ltr">Warm Regards,<br>
Marika<br>
Customer Services<br>
Les Mills Virtual App</div>
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<div dir="ltr">​<br>
Ticket: <a href="https://linkprotect.cudasvc.com/url?a=https%3a%2f%2flesmillsvirtualapp.freshdesk.com%2fhelpdesk%2ftickets%2f3582&amp;c=E,1,JQBiiPwXDcF-CnNbw7PGNlYeeP3wgTWMoKzpfpTZHxI5xR1CeilPAWit6Y8PWuRBhTFMWYhAQVbGUfoV1-ylxqgBXYKbul32QfWSkw8UvQ1zuCJsjlR_DQ,,&amp;typo=1" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3582</a> </div>
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<blockquote class="freshdesk_quote">On Fri, 29 May at 10:07 AM <span class="separator">
, Terian Szymczak &lt;[email-masked]&gt; wrote:
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<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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<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>
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 The Y. So Much More™</span><span style="color:#636466"></span> </div>
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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> </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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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3582