Subject: Ticket re-opened - [#3660] Life and Kicking Amsterdam-LM virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 26 Jun 2020 14:01:41 +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    
 Thanks fort he quick reply! 

  

 
 Does the Edid Emulator needs to be from a specific brand? 

 

 

 
 
 Kind regards, 

 
Kirsten Vesters 
Project Coördinator 

 
 
Elzenweg 37 
5144 MB Waalwijk 
Tel: +31 (0)416 34 97 25 
Web: www.lesmills.nl 

 

 

 

 

 

 Van: Les Mills International <[email-masked]> 
 
Verzonden: vrijdag 26 juni 2020 15:19 
Aan: Jeanine Schulenklopper <[email-masked]> 
CC: Kirsten Vesters <[email-masked]> 
Onderwerp: Re: Life and Kicking Amsterdam-LM virtual 

 

 

 Hi Kristen, 

 
 
 ​ 

 
 
 Thank you for reaching out to support. 

 
 
 ​ 

 
 
 We do not recommend connecting the beamer to the iPad in any way other than connecting via cables. We tested each component in a video installation in order to select equipment 
 that will guarantee stable operation and the best video playback of our Virtual classes. Please follow our instructions previously communicated to you in our previous emails. 

 

   

 
 ​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 Fri, 26 Jun at 3:51 AM 
, Les Mills International <[email-masked]> wrote: 

 

 
 Hi Jeanine, 

 
 
 ​ 

 
 
 Thank you for your prompt response. 

 
 
 ​ 

 
 
 Unfortunately, we do not support installation with Apple TV. Less Mills Virtual is not compatible with Apple TV. Please advise the Club to change their AV setup in accordance 
 with our recommendation: 

 

   

 
 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment- 

 

 ​ 

 
 
 It also seems that Club didn’t include in the AV setup a very important piece of equipment, which is an EDID emulator: 

 
 
 ​ 

 

 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084205-what-is-an-edid-and-why-would-i-need-one- 

 

 ​ 

 
 
 We strongly recommend that the Club install the EDID emulator. 

 

   

 
 We are looking forward to hearing from you soon.  

 

   

 
 
 Best Regards, 
Olesia 
Customer Service 
Les Mills Virtual App 
 
Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3660 

 

 

 On Fri, 26 Jun at 2:39 AM 
, Jeanine Schulenklopper <[email-masked]> wrote:  

 

 
 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 

 

 

 

 

 
 3660:859387