Subject: New Reply Received - Life and Kicking Amsterdam-LM virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 26 Jun 2020 14:01:40 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Life and Kicking Amsterdam-LM virtual  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Thanks fort he quick reply!</span></div>
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<span style="mso-fareast-language:EN-US">Does the </span><span style="mso-fareast-language:EN-US">Edid Emulator needs to be from a specific brand?</span>
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<span style="mso-fareast-language:EN-US">Kind regards,</span><br>
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<a href="http://www.lesmills.nl/" rel="noreferrer"><span style="text-decoration:none"><img width="200" height="26" style="width:2.0833in;height:.2708in" id="Afbeelding_x0020_6" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjc5ODAxMjcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.eePdp3CLptbAPofMZMqiZi76irvVn0e_Jn0Lf3D8KLs"></span></a><br>
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<b>Kirsten Vesters</b><br>
<i>Project Coördinator</i><br>
<a href="https://www.facebook.com/LesMillsNetherlandsBelgium" rel="noreferrer"><span style="text-decoration:none"><img width="23" height="23" style="width:.2395in;height:.2395in" id="Afbeelding_x0020_7" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjc5ODAxMjgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.n2up-RA6qrcgwWvbA3Ou8nClGuAL_yUjUbJqnolbPUA"></span></a> 
<a href="https://www.instagram.com/lesmillsnlbe" rel="noreferrer"><span style="text-decoration:none"><img width="23" height="23" style="width:.2395in;height:.2395in" id="Afbeelding_x0020_8" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjc5ODAxMzAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.2WMs9DYjYN7zNAMdUOj-lJuwwxjv75g5YhMhdC1gmHI"></span></a> 
<a href="https://www.linkedin.com/company/hdd-group-les-mills" rel="noreferrer"><span style="text-decoration:none"><img width="23" height="23" style="width:.2395in;height:.2395in" id="Afbeelding_x0020_9" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjc5ODAxMzIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.L2Xtc4ovheNQ1AnfSOurK-dBk7MmM4SHJF6osb36lv4"></span></a><br>
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Elzenweg 37<br>
5144 MB Waalwijk<br>
Tel: +31 (0)416 34 97 25<br>
Web: <a href="http://www.lesmills.nl" rel="noreferrer">www.lesmills.nl</a><span style="mso-fareast-language:EN-US"></span>
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<div>Van: Les Mills International &lt;[email-masked]&gt;
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<b>Verzonden:</b> vrijdag 26 juni 2020 15:19<br>
<b>Aan:</b> Jeanine Schulenklopper &lt;[email-masked]&gt;<br>
<b>CC:</b> Kirsten Vesters &lt;[email-masked]&gt;<br>
<b>Onderwerp:</b> Re: Life and Kicking Amsterdam-LM virtual</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Kristen,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for reaching out to support.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​Please let us know how it goes.<br>
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Best Regards,<br>
Olesia<br>
Customer Service<br>
Les Mills Virtual App</span></div>
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Ticket: </span><a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3660" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3660</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 26 Jun at 3:51 AM
<span class="separator">, Les Mills International &lt;[email-masked]&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Jeanine,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your prompt response.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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:</span></div>
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<a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-</span></a><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'>It also seems that Club didn't include in the AV setup a very important piece of equipment, which is an EDID emulator:</span></div>
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<a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084205-what-is-an-edid-and-why-would-i-need-one-" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084205-what-is-an-edid-and-why-would-i-need-one-</span></a><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'>We strongly recommend that the Club install the EDID emulator.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We are looking forward to hearing from you soon. </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best Regards,<br>
Olesia<br>
Customer Service<br>
Les Mills Virtual App<br>
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Ticket: </span><a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3660" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3660</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 26 Jun at 2:39 AM
<span class="separator">, Jeanine Schulenklopper &lt;[email-masked]&gt; wrote: </span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Hi Olesia,</span></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>I reached out to the club and received the next message;</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>In your question, you have to explicitly say that your projector is connected to an Apple tv.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>That the ipad can stream itself.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>But that the setup of the app. Requires n ip address from the projector. Since the projector  is connected to the internet via Apple
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>(192.168.68.135.) The manual does not indicate additional settings that need to be supplemented. Functionally speaking, we cannot
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Can you help us?</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Kr, Jeanine</span><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'>Van: Les Mills International &lt;[email-masked]&gt;
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<b>Verzonden:</b> donderdag 25 juni 2020 12:16<br>
<b>Aan:</b> Jeanine Schulenklopper &lt;[email-masked]&gt;<br>
<b>CC:</b> [email-masked]<br>
<b>Onderwerp:</b> Re: Life and Kicking Amsterdam-LM virtual</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Jeanine,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​Thank you for reaching out to us today. We are sorry to hear about the problem Club facing with Virtual.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The error message "No external screen connected" appear when Virtual App loses connection with the screen. Please follow initial steps to resolve the issue:</span></div>
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<a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected-" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected-</span></a><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'>Please find bellow AV setup Guide. This is to ensure that your AV setup is absolutely correct:</span></div>
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<a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000089335-virtual-av-guide" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000089335-virtual-av-guide</span></a><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'>Please let us know how it goes.<br>
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Best Regards,<br>
Olesia<br>
Customer Service<br>
Les Mills Virtual App</span></div>
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Ticket: </span><a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3660" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3660</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Thu, 25 Jun at 9:53 PM
<span class="separator">, Jeanine Schulenklopper &lt;</span></span><a href="mailto:[email-masked]" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span class="separator"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Goodmorning,</span></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Please can u help us with the following. I just got a call from the owner of the gym Life and kicking.
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>They are installing LM virtual and need some help.
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The classes aren’t streaming on their screen.
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The hardware they use is correct he says and the ipad streams everything else on the screen except LM Virtual .
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Also in settings the buttons don’t react.
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>There is no external screen connected to the device , want to start playing? If he pushes the button, nothing changes.
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Do you have any idea?
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<a href="mailto:[email-masked]" rel="noreferrer"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>[email-masked]</span></a><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
 is the address that they use, if you want to contact them. </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thnks for helping in advance
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Met vriendelijke groet,<br>
</span><a href="http://www.hddgroup.com/" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;border:solid windowtext 1.0pt;padding:0cm;text-decoration:none'><img width="256" height="64" style="width:2.6666in;height:.6666in" id="Afbeelding_x0020_5" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjc5ODAxMzYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.3VZCyEm70TYGGs7NC8ccdoMJxeRiYDsDymuqa98Xpr0" alt="Afbeelding verwijderd door afzender."></span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
<b>Jeanine Schulenklopper</b><br>
<i>FunXtion Operations Coördinator</i><br>
</span><a href="https://www.facebook.com/HDDGROUP" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;border:solid windowtext 1.0pt;padding:0cm;text-decoration:none'><img width="23" height="23" style="width:.2395in;height:.2395in" id="Afbeelding_x0020_4" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjc5ODAxMzcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.rR0BbfQD_MxxXpCKmNwVPnDT1_FAWTrfC6zENSgXq3k" alt="Afbeelding verwijderd door afzender."></span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> 
</span><a href="https://www.linkedin.com/company/hdd-group" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;border:solid windowtext 1.0pt;padding:0cm;text-decoration:none'><img width="23" height="23" style="width:.2395in;height:.2395in" id="Afbeelding_x0020_3" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjc5ODAxMzcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.rR0BbfQD_MxxXpCKmNwVPnDT1_FAWTrfC6zENSgXq3k" alt="Afbeelding verwijderd door afzender."></span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
<br>
Elzenweg 37<br>
5144 MB Waalwijk<br>
Tel: +31 (0)416 33 43 15<br>
Web: </span><a href="http://www.hddgroup.com" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>www.hddgroup.com</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
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<span style="border:solid windowtext 1.0pt;padding:0cm"><img width="500" height="24" style="width:5.2083in;height:.25in" id="Afbeelding_x0020_2" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjc5ODAxMzgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.df1az-q8tDpaAD3TC8RzF7lLYdpjlnxpRjVNCU6U2-0" alt="Afbeelding verwijderd door afzender."></span><br>
</span><a href="https://hddgroup.com/" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;border:solid windowtext 1.0pt;padding:0cm;text-decoration:none'><img width="599" height="124" style="width:6.2395in;height:1.2916in" id="Afbeelding_x0020_1" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNjc5ODAxMzksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.bL7sCQHDa1sFi1KlapzdIMyRBJla2AE08ksJvC4Hk4I" alt="Afbeelding verwijderd door afzender."></span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>3660:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3660