Subject: New Reply Received - Virtual App Support - Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 30 Jun 2020 16:13:22 +0000 (UTC)

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual App Support - Les Mills  Ticket comment <div dir="ltr">
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<div>Good Afternoon,</div>
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<div dir="ltr">Yes we are using all of the certified parts with the iPad to TV setup. It was working a few weeks ago. This problem has occurred now that we are back open and are setting up a virtual schedule. </div>
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<div style="direction:ltr">Matt Devanney</div>
<div style="direction:ltr">Health &amp; Wellness Coordinator</div>
<div style="direction:ltr">YMCA of GREATER HARTFORD</div>
<div style="direction:ltr">P 860.522.4183 F 860.724.9858</div>
<div style="direction:ltr">[email-masked]</div>
<div style="direction:ltr">GHYMCA.org | Facebook.com/GHYMCA</div>
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<div style="direction:ltr">“We build lifelong success”</div>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Monday, June 29, 2020 6:31:20 PM<br>
<b>To:</b> matt devanney &lt;[email-masked]&gt;<br>
<b>Cc:</b> rick hersom &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Virtual App Support - Les Mills
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<span style="color:#9C6500">CAUTION:</span> This email originated from outside of the organization. Do not respond if sender claims to be somebody from within the organization. Do not click links or open attachments unless you recognize the sender and know
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<div>Hi Matt,</div>
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<div><span dir="ltr">Thanks for contacting us.  The error message occurs when the App fails to send a video signal to the external screen.  Can you confirm that you're using a genuine Apple adapter, HDMI cable and EDID emulator with audio extraction within
 the setup? </span></div>
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<div><span dir="ltr">If you're able to provide a schematic of your AV setup that will help us establish where the problem might be.</span></div>
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<div><a href="https://nam04.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fen%2Fsupport%2Fsolutions%2Farticles%2F36000084204-what-are-my-must-have-devices-and-equipment-&amp;data=02%7C01%7Cmatt.devanney%40ghymca.org%7Cc31b7bb5b3d0478ef5f208d81c7c25ee%7C0aed56bc9f7d414989686cad40737480%7C0%7C0%7C637290666825626126&amp;sdata=a6kzXPJMkT7Fpik1I%2BskPSrEFpiNyt71vNqB9v7kyzA%3D&amp;reserved=0" rel="noreferrer" target>Here
 is a link to the equipment required for a smooth Virtual experience.</a></div>
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<div dir="ltr">Many thanks</div>
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<div dir="ltr">Charlotte</div>
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Ticket: <a href="https://nam04.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3678&amp;data=02%7C01%7Cmatt.devanney%40ghymca.org%7Cc31b7bb5b3d0478ef5f208d81c7c25ee%7C0aed56bc9f7d414989686cad40737480%7C0%7C0%7C637290666825636115&amp;sdata=GUaTO9KvJ3BmMBaR5vxHRgu8umnOUMfB6hCAzk0F1oA%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3678</a>
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<blockquote class="x_freshdesk_quote">On Tue, 30 Jun at 7:42 AM <span class="x_separator">
, Matt &lt;[email-masked]&gt; wrote:
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<h2>Submitted data</h2>
<div>The following data was submitted. </div>
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<th>Field name</th>
<th>Submitted data</th>
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<th>Email address</th>
<td>[email-masked]</td>
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<th>your name</th>
<td>Matt Devanney</td>
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<th>country</th>
<td>United States</td>
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<th>state</th>
<td>CT</td>
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<th>zipPostal</th>
<td>01603</td>
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<th>Text box</th>
<td>"No external screen" error message</td>
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<th>Question</th>
<td>I need technical support</td>
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<th>Customer</th>
<td>Yes</td>
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<th>Username</th>
<td>[email-masked]</td>
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<th>Phone</th>
<td>860.522.4183</td>
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<th>Comments</th>
<td>I have a TV setup and did a self-install in conjunction with our Executive Director (his name is Rick Hersom - you can CC him at [email-masked]) and electrician (his name is Allen Sulham - you can CC him at [email-masked]). When I try to play
 a class, I receive this error message: “there is no external screen connected to the device. Please connect one to start playing.” Could you please assist?</td>
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<th>utm_source</th>
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<th>utm_campaign</th>
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<th>utm_medium</th>
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<th>utm_code</th>
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<th>Last_Name</th>
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<img src="https://u6876362.ct.sendgrid.net/wf/open?upn=r3XecG9Oeir8G6iSrKDq5JRPkH0CFsrEeuRlqoo76keFr743w5lz-2FzxUzmsWhHIY4Bqpv-2Fg4GZK1OI8ZW45eXQb2-2FwVtREnSpCXCq1VxCmg-2Bp7SPd8ibQPqWLDSHdY5ObnpBCPC-2BddEx720drkC2YtM60Hh45qL7LR8nwyQCuA2HAjCIpyFAcT-2FkNBErpWuRQqSVaps5Ac8D92Iea7EdRwhVURPeeXR9ZfnwF-2BZYZx-2BjRT-2BlZvcSSVcvIysKp1qv" alt="" width="1" height="1" style="height:1px!important; width:1px!important; border-width:0!important; margin-top:0!important; margin-bottom:0!important; margin-right:0!important; margin-left:0!important; padding-top:0!important; padding-bottom:0!important; padding-right:0!important; padding-left:0!important">
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3678