Subject: Ticket re-opened - [#3660] Life and Kicking Amsterdam-LM virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 25 Jun 2020 13:39:36 +0000 (UTC)

Hi Pritish Nandi,  Ticket “#3660 – Life and Kicking Amsterdam-LM virtual” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3660 to view the ticket.  Ticket comment    
 Hi Olesia, 

  

 I reached out to the club and received the next message; 

  

  

 In your question, you have to explicitly say that your projector is connected to an Apple tv. 

 That the ipad can stream itself. 

 But that the setup of the app. Requires n ip address from the projector. Since the projector  is connected to the internet via Apple tv, we provide the IP address of the Apple TV. 

 (192.168.68.135.) The manual does not indicate additional settings that need to be supplemented. Functionally speaking, we cannot connect the app. On the Ipad to the hardware. 

  

 Can you help us? 

  

 Kr, Jeanine 

  

 

 
   
 Van: Les Mills International <[email-masked]> 
 
Verzonden: donderdag 25 juni 2020 12:16 
Aan: Jeanine Schulenklopper <[email-masked]> 
CC: [email-masked] 
Onderwerp: Re: Life and Kicking Amsterdam-LM virtual 

 

 

 Hi Jeanine, 

 

   

 
 ​Thank you for reaching out to us today. We are sorry to hear about the problem Club facing with Virtual. 

 

   

 
 The error message “No external screen connected” appear when Virtual App loses connection with the screen. Please follow initial steps to resolve the issue: 

 

   

 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected- 

 

   

 
 Please find bellow AV setup Guide. This is to ensure that your AV setup is absolutely correct: 

 

   

 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000089335-virtual-av-guide 

 

   

 
 Please let us know how it goes. 
 
Best Regards, 
Olesia 
Customer Service 
Les Mills Virtual App 

 

Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3660 

 

 
 On Thu, 25 Jun at 9:53 PM 
, Jeanine Schulenklopper <[email-masked]> wrote: 

 

 
 Goodmorning, 

 

 

 
 
 Please can u help us with the following. I just got a call from the owner of the gym Life and kicking. 

 

 
 They are installing LM virtual and need some help. 

 

 
 The classes aren’t streaming on their screen. 

 

 
 The hardware they use is correct he says and the ipad streams everything else on the screen except LM Virtual . 

 

 
 Also in settings the buttons don’t react. 

 

 
 There is no external screen connected to the device , want to start playing? If he pushes the button, nothing changes. 

 

 
 Do you have any idea? 

 

   

 

 [email-masked] is the address that they use, if you want to contact them. 

 

   

 

 Thnks for helping in advance 

 

   

 

 

 

 

 
 Met vriendelijke groet, 
 
Jeanine Schulenklopper 
FunXtion Operations Coördinator 

 
Elzenweg 37 
5144 MB Waalwijk 
Tel: +31 (0)416 33 43 15 
Web: www.hddgroup.com 

 

 

 

 
 3660:859387