Subject: New Reply Received - Issues VIRTUAL Platinum Neu Anspach
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 06 Jul 2020 13:07:36 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Issues VIRTUAL Platinum Neu Anspach  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Hello Olesia, </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Actually the System is running, told me the club manager.. hope it works now…</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">THANKS, Markus</span></div>
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<div class="MsoNormal"><b><span lang="EN-US" style="mso-fareast-language:EN-GB">Markus Martin | Customer Experience Manager Mitte</span></b></div>
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<span style="font-size:9.0pt;mso-fareast-language:EN-GB">LES MILLS Germany GmbH | c/o WeWork | Axel-Springer-Platz 3 |
</span><span style="font-size:9.0pt">20355 </span><span style="font-size:9.0pt;mso-fareast-language:EN-GB">Hamburg
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<span style="font-size:9.0pt;mso-fareast-language:EN-GB">Mail.
<a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a> | Mobil. +49 (0) 171 49 311 60
</span><span lang="EN-US" style="font-size:9.0pt;mso-fareast-language:EN-GB">| </span>
<a href="http://www.lesmills.de/" rel="noreferrer"><span lang="EN-US" style="font-size:9.0pt;mso-fareast-language:EN-GB">www.lesmills.de</span></a><span style="font-size:9.0pt;mso-fareast-language:EN-GB">
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<span style="font-size:9.0pt;color:white"><a href="https://www.feelitall.de/" rel="noreferrer"><span style="color:#0563C1">Gewinnen Sie jetzt</span></a></span><span style="font-size:9.0pt"> einen Kursraum im Wert von 100.000€ und kreieren Sie eine einzigartige
 Erlebniswelt für Ihre Mitglieder. </span>
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<div>Von: Les Mills International &lt;[email-masked]&gt;
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<b>Gesendet:</b> Montag, 15. Juni 2020 20:59<br>
<b>An:</b> Markus Martin &lt;[email-masked]&gt;<br>
<b>Betreff:</b> Re: Issues VIRTUAL Platinum Neu Anspach</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Markus,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>We are following up with reported issue.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Did you manage to contact the Club with a few questions that we mentioned in previous emails? If yes, could you please share with us the information received from them?<br>
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We noticed that the Club has not been playing classes since June 13, 2020. Does the Club have any additional issues with Virtual?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>We are looking forward to hearing from you.<br>
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Warm Regards,<br>
​Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3604" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3604</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Fri, 12 Jun at 6:14 PM
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Markus,<br>
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We hope you are doing well.<br>
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This is a follow-up email about the issues you are facing with the Virtual.<br>
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As we have checked our backend data, we can still see playback disconnections which related with the AV setup.<br>
Did you confirm the information we have sent in the past emails?<br>
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Also, kindly please provide us AV diagram or photos of the setup.<br>
We really need the information requested to help troubleshoot the issue correctly.<br>
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We are looking forward to hearing from you.<br>
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Warm Regards,<br>
Marika<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3604" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3604</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Wed, 10 Jun at 2:19 AM
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Markus,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thank you for your prompt response.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>We would like the Club at first confirm all the equipment they use. Here is a link with all the recommended equipment:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Also, please share with us an AV diagram or photos of the setup. Club AV provider can help you with this information. This will help us to investigate this AV issue further.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Lastly, I could see an error message constantly appearing in the application: "No External Screen Connected". Please follow the initial troubleshooting steps below:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><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">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 Neue"'>Please let us know how it goes.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Warm Regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3604" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3604</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Tue, 9 Jun at 10:10 PM
<span class="separator">, Markus Martin &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 Neue";mso-fareast-language:EN-US'>Hello,
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<span style='font-size:10.0pt;font-family:"Helvetica Neue";mso-fareast-language:EN-US'>The club has tried al. of the EDIDs (4versions) that are in the handout for the virtual installation. Everytime they had problems and videos stopped
 after 30min playing.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue";mso-fareast-language:EN-US'>What can we do now?</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue";mso-fareast-language:EN-US'>Greetings Markus
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<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue";mso-fareast-language:EN-GB'>Markus Martin | Customer Experience Manager Mitte</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:9.0pt;font-family:"Helvetica Neue";mso-fareast-language:EN-GB'>LES MILLS Germany GmbH | c/o WeWork | Axel-Springer-Platz 3 |
</span><span style='font-size:9.0pt;font-family:"Helvetica Neue"'>20355 </span><span style='font-size:9.0pt;font-family:"Helvetica Neue";mso-fareast-language:EN-GB'>Hamburg
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<a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a> | Mobil. +49 (0) 171 49 311 60
</span><span lang="EN-US" style='font-size:9.0pt;font-family:"Helvetica Neue";mso-fareast-language:EN-GB'>|
</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><a href="http://www.lesmills.de/" rel="noreferrer"><span lang="EN-US" style="font-size:9.0pt;mso-fareast-language:EN-GB">www.lesmills.de</span></a></span><span style='font-size:9.0pt;font-family:"Helvetica Neue";mso-fareast-language:EN-GB'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Von: Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Gesendet:</b> Sonntag, 7. Juni 2020 11:33<br>
<b>An:</b> Markus Martin &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Betreff:</b> Re: Issues VIRTUAL Platinum Neu Anspach</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Markus,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I hope you're well.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Nate has forwarded me your email so we can look into why Platinum Neu Anspach is having issues with Virtual, so I've raised a ticket.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>It looks like the majority of the issues are related to the AV setup, as I can see the App is struggling to find a connection with the screen.  Could you provide a schematic
 of the setup and confirm the EDID's that have been tried please?  </span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>It also looks like they're pausing quite a few classes, so they need to understand that classes which are paused will end early, although I think the setup is the main problem
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>If you're able to confirm a specific time and date that the problems are occurring we can take a more detailed look into what might be going wrong, but a confirmation of
 the equipment would be a great start.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Many thanks</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Charlotte<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3604" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3604</a></span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>3604:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3604