Subject: New Reply Received - Issues VIRTUAL Platinum Neu Anspach
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 09 Jun 2020 09:10:40 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Issues VIRTUAL Platinum Neu Anspach  Ticket comment <div class="WordSection1">
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">The club has tried al. of the EDIDs (4versions) that are in the handout for the virtual installation. Everytime they had problems and videos stopped after 30min playing.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">What can we do now?</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Greetings Markus </span></div>
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<div class="MsoNormal"><b><span lang="EN-US" style="mso-fareast-language:EN-GB">Markus Martin | Customer Experience Manager Mitte</span></b></div>
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<span style="font-size:9.0pt;mso-fareast-language:EN-GB">LES MILLS Germany GmbH | c/o WeWork | Axel-Springer-Platz 3 |
</span><span style="font-size:9.0pt">20355 </span><span style="font-size:9.0pt;mso-fareast-language:EN-GB">Hamburg
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<span style="font-size:9.0pt;mso-fareast-language:EN-GB">Mail.
<a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a> | Mobil. +49 (0) 171 49 311 60
</span><span lang="EN-US" style="font-size:9.0pt;mso-fareast-language:EN-GB">| </span>
<a href="http://www.lesmills.de/" rel="noreferrer"><span lang="EN-US" style="font-size:9.0pt;mso-fareast-language:EN-GB">www.lesmills.de</span></a><span style="font-size:9.0pt;mso-fareast-language:EN-GB">
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<span style="font-size:9.0pt;color:white"><a href="https://www.feelitall.de/" rel="noreferrer"><span style="color:#0563C1">Gewinnen Sie jetzt</span></a></span><span style="font-size:9.0pt"> einen Kursraum im Wert von 100.000€ und kreieren Sie eine einzigartige
 Erlebniswelt für Ihre Mitglieder. </span>
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<div>Von: Les Mills International &lt;[email-masked]&gt;
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<b>Gesendet:</b> Sonntag, 7. Juni 2020 11:33<br>
<b>An:</b> Markus Martin &lt;[email-masked]&gt;<br>
<b>Betreff:</b> Re: Issues VIRTUAL Platinum Neu Anspach</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Markus,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I hope you're well.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Nate has forwarded me your email so we can look into why Platinum Neu Anspach is having issues with Virtual, so I've raised a ticket.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>It looks like the majority of the issues are related to the AV setup, as I can see the App is struggling to find a connection with the screen.  Could you provide a schematic
 of the setup and confirm the EDID's that have been tried please?  </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>It also looks like they're pausing quite a few classes, so they need to understand that classes which are paused will end early, although I think the setup is the main problem
 here.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>If you're able to confirm a specific time and date that the problems are occurring we can take a more detailed look into what might be going wrong, but a confirmation of
 the equipment would be a great start.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Many thanks</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Charlotte<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3604" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3604</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Sun, 7 Jun at 10:14 PM
<span class="separator">, Markus Martin &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hello Nate, </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks for the informations to LMOD this morning, it was very interesting and a good opp for our clubs in germany…</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The Club with the technical issues with virtual is „Platinum Neu Anspach“, this link will guide you to the salesforce datas
<a href="https://lesmills.my.salesforce.com/0011a00000ZYgGH" rel="noreferrer">https://lesmills.my.salesforce.com/0011a00000ZYgGH</a>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The videos stop after about 30mins running. We`ve tried several EDIDs but everytime the same result…. Also as without EDID…</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hope you can help us….</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Greetings Markus</span></div>
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<strong><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Markus Martin | Customer Experience Manager Mitte</span></strong><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>LES MILLS Germany GmbH | c/o WeWork | Axel-Springer-Platz 3 | 20355 Hamburg </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Mail.
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> | Mobil. +49 (0) 171 49 311 60 | <a href="http://www.lesmills.de/" rel="noreferrer">www.lesmills.de</a> </span></div>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>3604:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3604