Subject: Ticket re-opened - [#3573] Help
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 19 Jun 2020 19:50:43 +0000

Hi Pritish Nandi,  Ticket “#3573 – Help” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3573 to view the ticket.  Ticket comment    
 Hi – sorry we missed each other.  Can we try again?  My cell phone number is 5128014504.  This is a better number.  I am available until 5pm my time (it’s 2:50 
 here) 

  

 Thank you. 

  

 

 
                                             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: Friday, June 19, 2020 2:13 PM 
To: Terian Szymczak 
Subject: Re: Help 

 

 
 
 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 called you today but our call went unanswered. Please let us know good time and phone number to call you.  

 
 
 ​ 

 
 
 At the same time, we looked at the RPM class in the afternoon, it was an RPM 80 that started on time (12:00 PM), but due to an AV disconnection playback interrupted and restarted 
 on the first minute (App lost AV signal) which happened because of the issue with some peace of equipment. 

 

   

 
 We would like to suggest you to CC in this email thread your AV provider so that he can help us find the place where the performance of your AV setup fails. It will be very helpful 
 if we could have him in touch. 

 
 
 ​ 

 
 
 We are looking forward to hearing from you soon. 
 
Warm Regards, 
Olesia 
Customer Services 
Les Mills Virtual App 

 

Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3573 

 

 
 On Tue, 16 Jun at 1:29 PM 
, Les Mills International <[email-masked]> wrote: 

 

 
 Hi Terian, 

 

   

 
 Thanks for raising this, 
please manually stop the class in admin mode and run a diagnostics test via the App by going to Settings > Version.  This will give the App a quick refresh.  You could then try unplugging and re-plugging the apple adapter that connects 
 to the iPad to reset the AV connections.    

 

 ​ 

 

 
 Has your AV provider got back to you with a schematic of your setup?  It appears there might be a piece of equipment in the chain which is causing these failures. 

 

 
 ​ 

 

 
 Thanks 

 

 
 ​ 

 

 
 Charlotte​​ 
 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3573  

 

 

 

 

 On Mon, 15 Jun at 7:02 PM 
, Les Mills International <[email-masked]> wrote: 

 

 
 Hi Terian, 
 
This is a follow-up email. 
 
Have you seen the last email which my colleagues sent? 
As we have checked in our backend data, we can still see that there are lots of errors in the last 7 days. 
 
Could you please share the schematic of the AV setup? You can also just share with us photos. 
 
We are looking forward to hearing from you. 
 
Warm Regards, 
Marika 
Customer Services 
Les Mills Virtual App 
 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3573  

 

 
 On Wed, 10 Jun at 7:06 AM 
, Les Mills International <[email-masked]> wrote: 

 

 
 Hi Terian, 

 
 
 ​ 

 
 
 We hope you are doing well. 

 

   

 
 Could you please share with us information which we requested in previous email? We need this to troubleshoot further. 

 

   

 
 Looking through our internal data, we could find many error messages appearing in the App for Chasco cycle studio. Please follow the instructions below to solve this problem: 

 

   

 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000195633-i-m-experiencing-app-issues-what-are-my-initial-troubleshooting-steps- 

 
 
 ​ 

 
 
 ​Please let us know how it goes. 
 
Warm Regards, 
Olesia 
Customer Services 
Les Mills Virtual App 

 

Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3573  

 

 
 On Tue, 2 Jun at 1:07 PM 
, Les Mills International <[email-masked]> wrote: 

 

 
 Hi Terian, 

 
 
 ​ 

 
 
 Just wondering if you managed to obtain a schematic of the Virtual setup from your AV provider and a photo of the Automation settings in the App please? 

 

   

 
 The automation settings can be found by unlocking the padlock and going to SETTINGS > Automation. 

 
 
 ​ 

 
 
 Thanks 

 
 
 ​ 

 
 
 Charlotte 
 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3573  

 

  

 

 

 

 

 

 
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