Subject: New Reply Received - Virtual App Support - Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 30 Jun 2020 21:59:36 +0000 (UTC)

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual App Support - Les Mills  Ticket comment <div class="WordSection1">
<div class="MsoNormal">Hello Again,</div>
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<div class="MsoNormal">We had the electrician stop by and take a look today.  We are still not sure why, but he unplugged the HDMI cable from the Apple dongle and plugged it back in and it fixed the issue.</div>
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<div class="MsoNormal"><b><span style='font-size:9.0pt;font-family:"Verdana",sans-serif;color:black;border:none windowtext 1.0pt;padding:0in'>Matt Devanney</span></b></div>
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<div class="MsoNormal"><b><span style='font-size:9.0pt;font-family:"Verdana",sans-serif;color:black;border:none windowtext 1.0pt;padding:0in'>Health &amp; Wellness Coordinator</span></b></div>
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<span style='font-size:9.0pt;font-family:"Verdana",sans-serif;color:black'>YMCA of GREATER HARTFORD</span>
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<b>F</b> 860.724.9858</span>
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<span style='font-size:9.0pt;font-family:"Verdana",sans-serif;color:black'><a href="https://nam04.safelinks.protection.outlook.com/?url=http%3A%2F%2Fghymca.org&amp;data=02%7C01%7Cmatt.devanney%40ghymca.org%7Ce28407c172e948c9698908d799b994f8%7C0aed56bc9f7d414989686cad40737480%7C0%7C0%7C637146894662919883&amp;sdata=5fJZ1jzaFl6wIx7yb%2FzxRjpLMwF7PzZgi4%2FMcrgOwbM%3D&amp;reserved=0" target="_blank" title="Original URL: http://ghymca.org. Click or tap if you trust this link." rel="noreferrer">GHYMCA.org</a> | <a href="https://nam04.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.facebook.com%2Fghymca%2F&amp;data=02%7C01%7Cmatt.devanney%40ghymca.org%7Ce28407c172e948c9698908d799b994f8%7C0aed56bc9f7d414989686cad40737480%7C0%7C0%7C637146894662929879&amp;sdata=Nj%2FKNQCNlaHOCjgvPfK2BC7qQn2CdUe6B3Zt9JAvDBA%3D&amp;reserved=0" target="_blank" title="Original URL: https://www.facebook.com/ghymca/. Click or tap if you trust this link." rel="noreferrer">Facebook.com/GHYMCA</a></span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:black'></span>
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<b><span style='font-size:9.0pt;font-family:"Verdana",sans-serif;color:black'>“We build lifelong success”</span></b><span style='font-size:12.0pt;font-family:"Times New Roman",serif;color:black'></span>
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<div>From: Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Tuesday, June 30, 2020 1:44 PM<br>
<b>To:</b> matt devanney &lt;[email-masked]&gt;<br>
<b>Cc:</b> rick hersom &lt;[email-masked]&gt;; [email-masked]; toni proffitt &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Virtual App Support - Les Mills</div>
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<span style="font-size:10.0pt;color:#9C6500">CAUTION:</span><span style="font-size:10.0pt;color:black"> This email originated from outside of the organization. Do not respond if sender claims
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Matt,</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'>Please follow initial troubleshooting steps below:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://nam04.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fen%2Fsupport%2Fsolutions%2Farticles%2F36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected-&amp;data=02%7C01%7Cmatt.devanney%40ghymca.org%7C57820dcd9d0043cf861108d81d1d1dea%7C0aed56bc9f7d414989686cad40737480%7C0%7C0%7C637291358188006451&amp;sdata=mV0hZhAZr2%2BOXqO7bVSjnccWTsEtQWMIvtrqV7bmqZg%3D&amp;reserved=0" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected-</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>However, we would like to take a closer look at your setup equipment, so please take photos of your installation for us so that we can investigate further.</span></div>
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<div class="MsoNormal"><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: <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%7C57820dcd9d0043cf861108d81d1d1dea%7C0aed56bc9f7d414989686cad40737480%7C0%7C0%7C637291358188006451&amp;sdata=SyMu%2BexkB%2B6qeDnPY4YyAxiu7kG77hp%2FtQa23dWEb8A%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3678</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Wed, 1 Jul at 5:13 AM
<span class="separator">, Matt &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Good Afternoon,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Matt Devanney</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Health &amp; Wellness Coordinator</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>YMCA of GREATER HARTFORD</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>P 860.522.4183 F 860.724.9858</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>GHYMCA.org | Facebook.com/GHYMCA</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>“We build lifelong success”</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From: Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Sent:</b> Monday, June 29, 2020 6:31:20 PM<br>
<b>To:</b> matt devanney &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> rick hersom &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;;
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Virtual App Support - Les Mills </span></div>
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<span style="font-size:10.0pt;color:#9C6500">CAUTION:</span><span style="font-size:10.0pt;color:black"> This email originated from outside of the organization. Do not respond if sender claims
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Matt,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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 class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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 class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><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%7C57820dcd9d0043cf861108d81d1d1dea%7C0aed56bc9f7d414989686cad40737480%7C0%7C0%7C637291358188016443&amp;sdata=AcuOJABmfzG6mUmNYQI%2FelN10j4BBzZ6gyLcXUNlP%2BA%3D&amp;reserved=0" rel="noreferrer">Here
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Many thanks</span></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%7C57820dcd9d0043cf861108d81d1d1dea%7C0aed56bc9f7d414989686cad40737480%7C0%7C0%7C637291358188026441&amp;sdata=0d6sRcndv9c8FN8ESyBfQtSjlhDNDoBZ463bT4KxYHM%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3678</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 30 Jun at 7:42 AM
<span class="xseparator">, Matt &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal">860.522.4183</div>
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<div class="MsoNormal" align="center" style="text-align:center"><b>Comments</b></div>
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<div class="MsoNormal">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
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>) and electrician (his name is Allen Sulham - you can CC him at
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>). 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?</div>
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<div class="MsoNormal" align="center" style="text-align:center"><b>utm_source</b></div>
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<div class="MsoNormal" align="center" style="text-align:center"><b>utm_campaign</b></div>
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<div class="MsoNormal" align="center" style="text-align:center"><b>utm_medium</b></div>
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<div class="MsoNormal" align="center" style="text-align:center"><b>utm_code</b></div>
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<div class="MsoNormal" align="center" style="text-align:center"><b>Last_Name</b></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><img width="1" height="1" style="width:.0104in;height:.0104in" id="_x0000_i1026" src="https://u6876362.ct.sendgrid.net/wf/open?upn=r3XecG9Oeir8G6iSrKDq5JRPkH0CFsrEeuRlqoo76keFr743w5lz-2FzxUzmsWhHIY4Bqpv-2Fg4GZK1OI8ZW45eXQb2-2FwVtREnSpCXCq1VxCmg-2Bp7SPd8ibQPqWLDSHdY5ObnpBCPC-2BddEx720drkC2YtM60Hh45qL7LR8nwyQCuA2HAjCIpyFAcT-2FkNBErpWuRQqSVap"></span><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'>3678:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3678