Subject: New Reply Received - Virtual App Support - Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 02 Jul 2020 12:35:06 +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">Good Morning, </div>
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<div class="MsoNormal">Unfortunately, no I am still struggling.   I cannot get the classes to play on the TV utilizing the EDID and Active HDMI cable.     
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<div class="MsoNormal">Also, I tried to log in by clicking the ticket link but it says my email is invaid – I used my lesmills email and my work email and neither one worked.   I am technologically drained – please HELP!! I am in all day today and would love
 to have this complete.  Please reach out.  </div>
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<div class="MsoNormal">My cell is 908-447-2065. </div>
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<div class="MsoNormal">Karen</div>
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<div>From: <span style="font-size:12.0pt;color:black">Les Mills International &lt;[email-masked]&gt;<br>
<b>Reply-To: </b>Les Mills International &lt;[email-masked]&gt;<br>
<b>Date: </b>Thursday, July 2, 2020 at 2:42 AM<br>
<b>To: </b>Karen Cohen &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Virtual App Support - Les Mills</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Karen,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>This is a follow-up email about the issues you are facing with the Virtual.<br>
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As per checking in our backend data, we can see that you played some classes after the call and there is no playback issue.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Did you change the HDMI cable? We just want to know if everything is working fine now.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>We will leave this ticket open for another 48 hours.<br>
However, if you are still experiencing any issues, please do not hesitate to contact us.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Warm Regards,<br>
Marika<br>
Customer Services<br>
Les Mills Virtual App</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​<br>
Ticket: <a href="https://nam05.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3679&amp;data=02%7C01%7Ckaren.cohen%40fsresidential.com%7C506181eaf13744d9204b08d81e531303%7C82dc41969dae4650955505bccddbfd01%7C0%7C0%7C637292689432723247&amp;sdata=ySPuMqvhnOLC2J5zjJ6XG0gDzjLJA%2FUvWcuSS6xrgF4%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3679</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Wed, 1 Jul at 5:06 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 Neue"'>Hi Karen,<br>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thank you for your time on-call today. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>As discussed, it seems the HDMI which connects from EDID to the TV might be faulty. Please try the spare HDMI cable which you have and do let us know if this resolves the issue. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>If this does not resolve the issue then we might need to check the configuration of the Kramer FC 69 EDID. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Looking forward to receiving your reply soon.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Best Regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Pritish</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Customer Services</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Les Mills Virtual App</span></div>
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Ticket: <a href="https://nam05.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3679&amp;data=02%7C01%7Ckaren.cohen%40fsresidential.com%7C506181eaf13744d9204b08d81e531303%7C82dc41969dae4650955505bccddbfd01%7C0%7C0%7C637292689432723247&amp;sdata=ySPuMqvhnOLC2J5zjJ6XG0gDzjLJA%2FUvWcuSS6xrgF4%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3679</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Wed, 1 Jul at 4:03 AM
<span class="separator">, Karen &lt;[email-masked]&gt; wrote: </span></span><span class="separator"></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>I am ready when you are, my cell is 908-447-2065.  Face Time is GREAT.</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:
</span><span style='font-size:12.0pt;font-family:"Helvetica Neue";color:black'>Les Mills International &lt;[email-masked]&gt;<br>
<b>Reply-To: </b>Les Mills International &lt;[email-masked]&gt;<br>
<b>Date: </b>Monday, June 29, 2020 at 8:05 PM<br>
<b>To: </b>Karen Cohen &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Virtual App Support - Les Mills</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Karen,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Sure, we'll try again tomorrow at 11:00am.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​Thanks</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Charlotte<br>
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Ticket: <a href="https://nam05.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3679&amp;data=02%7C01%7Ckaren.cohen%40fsresidential.com%7C506181eaf13744d9204b08d81e531303%7C82dc41969dae4650955505bccddbfd01%7C0%7C0%7C637292689432733247&amp;sdata=pE%2B%2FYtnP%2BTl5SOXnS6b3l2qfa4v9ztMK2fDEt8QX98g%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3679</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Tue, 30 Jun at 12:35 PM
<span class="separator">, Karen &lt;[email-masked]&gt; wrote: </span></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>I am so sorry.  Thank you for your prompt response. 
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Anytime after 10:30 am tomm. Is great.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Karen</span></div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3679