Subject: New Reply Received - Virtual App Support - Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 01 Jul 2020 19:29:25 +0000 (UTC)

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual App Support - Les Mills  Ticket comment <div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0)">
Hello there</div>
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We have fixed the issue on our own. It seemed to be a hardware issue with a faulty Aux Cord. Thank you for your prompt response!</div>
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<font><span style="font-size:11pt"><font color="#009999"><span style="font-size:12pt"><b>Tyler Abels</b></span></font><font color="teal"><span style="font-size:10pt"><br>
</span></font><font color="gray"><b>Healthy Living Director</b></font></span></font>
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<font><span style="font-size:11pt"><font color="gray"><b>Langham Creek Family YMCA<br>
Brenda and John Duncan Family YMCA</b></font></span></font>
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</b></span><span style="margin:0px; font-size:10pt"><b><span style="font-family:Verdana,sans-serif; font-weight:400; background-color:rgb(255,255,255); display:inline!important; color:rgb(0,0,0)">412.613.8887</span><span style="font-family:Verdana,sans-serif; font-weight:400; background-color:rgb(255,255,255); display:inline!important"> </span></b></span></font>| </span></font><font color="gray" style="color:rgb(33,33,33); font-size:11pt"><span style="font-size:10pt"><b>W</b></span></font><font color="gray" style="color:rgb(33,33,33); font-size:11pt"><span style="font-size:10pt"> ymcahouston.org</span></font><br>
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<font><span style="font-size:11pt"><font color="#009999"><span style="font-size:10pt"><b>The Y: We're for youth development, healthy living and social responsibility.</b></span></font><font color="#FF3300"><span style="font-size:10pt"><b><br>
</b></span></font><font color="#0070C0"><span style="font-size:10pt">A United Way Agency</span></font></span></font>
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Tuesday, June 30, 2020 9:40 AM<br>
<b>To:</b> Tyler Abels &lt;[email-masked]&gt;<br>
<b>Cc:</b> Mike Hodge &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Virtual App Support - Les Mills
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<div>CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.</div>

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<div dir="ltr">Hi Tyler,</div>
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<div dir="ltr">Thank you for reaching out to us today.</div>
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<div dir="ltr">Please provide us with information about your audio-video installation. Please compare all the equipment you use with the recommended one, which is listed in the link below:<br>
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<a href="https://nam05.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fen-US%2Fsupport%2Fsolutions%2Farticles%2F36000084204-which-devices--&amp;data=02%7C01%7Ctyler.abels%40ymcahouston.org%7C74305b08a98947c4648708d81d039679%7C84aab77c40ed48da98a77c3b0e6174c3%7C0%7C1%7C637291248551977474&amp;sdata=l%2BP7zlFsqdXKPAnEFbiajYzCEAGd94Sr8Gy7entjy9o%3D&amp;reserved=0" rel="noreferrer" target="_blank"></a><a href="https://nam05.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%7Ctyler.abels%40ymcahouston.org%7C74305b08a98947c4648708d81d039679%7C84aab77c40ed48da98a77c3b0e6174c3%7C0%7C1%7C637291248551987468&amp;sdata=apf5wQDkYjiSMNkyAPxvGl6NY1lPYwNqrXDjXFpNiSg%3D&amp;reserved=0" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-</a>
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It would be useful for us to know the make and model of your EDID emulator:</div>
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<div dir="ltr"><a href="https://nam05.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fen%2Fsupport%2Fsolutions%2Farticles%2F36000084205-what-is-an-edid-and-why-would-i-need-one-&amp;data=02%7C01%7Ctyler.abels%40ymcahouston.org%7C74305b08a98947c4648708d81d039679%7C84aab77c40ed48da98a77c3b0e6174c3%7C0%7C1%7C637291248551987468&amp;sdata=SswEaoc6mdXOotw7QVb8pwN9pawJ%2BOP1z4zEIXdK6F0%3D&amp;reserved=0" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084205-what-is-an-edid-and-why-would-i-need-one-</a></div>
<div dir="ltr">
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<div dir="ltr">Also please share with us  the audio-video diagram of your setup.<br>
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We look forward to hearing from you.<br>
<br>
Best Regards,<br>
Olesia<br>
Customer Service<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://nam05.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3683&amp;data=02%7C01%7Ctyler.abels%40ymcahouston.org%7C74305b08a98947c4648708d81d039679%7C84aab77c40ed48da98a77c3b0e6174c3%7C0%7C1%7C637291248551997461&amp;sdata=dP7gZIxY2IgeqWMss1lnde8ur6uzrBchHKQGWIEv71U%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3683</a>
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<div class="x_freshdesk_quote">
<blockquote class="x_freshdesk_quote">On Wed, 1 Jul at 3:04 AM <span class="x_separator">
, Les Mills International &lt;[email-masked]&gt; wrote:
<div style="font-family:Helvetica Neue,Helvetica,Arial,sans-serif; font-size:13px">
<div style="font-family:Helvetica Neue,Helvetica,Arial,sans-serif; font-size:13px">
<div dir="ltr">Hi Tyler,</div>
<div dir="ltr">
<br>
</div>
<div dir="ltr">Thank you for reaching out to us today.</div>
<div dir="ltr">
<br>
</div>
<div dir="ltr">Please provide us with information about your audio-video installation. Please compare all the equipment you use with the recommended one, which is listed in the link below:<br>
<br>
<a href="https://nam05.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fen-US%2Fsupport%2Fsolutions%2Farticles%2F36000084204-which-devices--&amp;data=02%7C01%7Ctyler.abels%40ymcahouston.org%7C74305b08a98947c4648708d81d039679%7C84aab77c40ed48da98a77c3b0e6174c3%7C0%7C1%7C637291248551997461&amp;sdata=NRStHgUytyX0fLV2HuiqkViGE3kevJRrChi07OeqekQ%3D&amp;reserved=0" rel="noreferrer" target="_blank"></a><a href="https://nam05.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%7Ctyler.abels%40ymcahouston.org%7C74305b08a98947c4648708d81d039679%7C84aab77c40ed48da98a77c3b0e6174c3%7C0%7C1%7C637291248552007460&amp;sdata=6yzMoEyEjhIzeAPECcarkWoONL19MOLdVd1xKJpnCrE%3D&amp;reserved=0" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-</a>
</div>
<div dir="ltr">
<br>
It would be useful for us to know the make and model of your EDID emulator:</div>
<div dir="ltr">
<br>
</div>
<div dir="ltr"><a href="https://nam05.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fen%2Fsupport%2Fsolutions%2Farticles%2F36000084205-what-is-an-edid-and-why-would-i-need-one-&amp;data=02%7C01%7Ctyler.abels%40ymcahouston.org%7C74305b08a98947c4648708d81d039679%7C84aab77c40ed48da98a77c3b0e6174c3%7C0%7C1%7C637291248552007460&amp;sdata=oDpNDkFwCf7Stu4kyb8HBXtHGSyea8HgPwRtNH01ppw%3D&amp;reserved=0" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084205-what-is-an-edid-and-why-would-i-need-one-</a></div>
<div dir="ltr">
<br>
</div>
<div dir="ltr">Also please share with us  the audio-video diagram of your setup.<br>
<br>
We look forward to hearing from you.<br>
<br>
Best Regards,<br>
Olesia<br>
Customer Service<br>
Les Mills Virtual App<br>
<br>
Ticket: <a href="https://nam05.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3683&amp;data=02%7C01%7Ctyler.abels%40ymcahouston.org%7C74305b08a98947c4648708d81d039679%7C84aab77c40ed48da98a77c3b0e6174c3%7C0%7C1%7C637291248552007460&amp;sdata=5CdxVaND0h9AnjXyWfn3NocLBcxyd7BkPEPRlGMTHrE%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3683</a> </div>
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<blockquote class="x_freshdesk_quote">On Wed, 1 Jul at 2:39 AM <span class="x_separator">
, Tyler Abels &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>
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<th>Email address</th>
<td dir="ltr">[email-masked]</td>
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<th>your name</th>
<td dir="ltr">Tyler Abels</td>
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<th>country</th>
<td>United States</td>
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<th>state</th>
<td>TX</td>
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<th>zipPostal</th>
<td>77095</td>
</tr>
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<th>Text box</th>
<td>Can't hear presenters' voices during classes (except for GRIT Cardio)</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 dir="ltr">412.613.8887</td>
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<th>Comments</th>
<td>We just launched Virtual and did a self-install in conjunction with Mike Hodge, our Senior VP of IT (please CC him on your response at [email-masked]). We don't have an AV partner. I tested out a few Virtual classes today. GRIT Cardio is the only
 program whose voice is coming through. The rest of the programs are playing the music great, but the voices are not there. It's as if they are on a different audio channel that is turned down very low. How can I remedy this?</td>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3683