Subject: Ticket re-opened - [#3726] FW: format screensaver Sjabbens healthclub
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 14 Jul 2020 12:54:34 +0000

Hi Pritish Nandi,  Ticket “#3726 – FW: format screensaver Sjabbens healthclub” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3726 to view the ticket.  Ticket comment    
 Hi Marika and Olesia, 

  

 The club informed me wrong, they didn’t have a EDID so cannot adjust the settings. 

 Is there a solution without buying (and installing) a EDID to adjust the settings of the screensaver? 

  

 Have a nice day, 

  

  

 Met vriendelijke groet, 

 
Pierre Tromp 
Club Performance Coördinator 

 
 
Elzenweg 37 
5144 MB Waalwijk 
Tel: +31 (0)416 34 97 25 
Web: www.lesmills.nl 

 

  

  

  

 Van: Les Mills International <[email-masked]> 
 
Verzonden: dinsdag 14 juli 2020 8:27 
Aan: Pierre Tromp <[email-masked]> 
Onderwerp: Re: FW: format screensaver Sjabbens healthclub 

 

 

 
 Hi Pierre, 

 

   

 
 This is an update from our level 2 support. 

 

   

 
 The screensaver image is different screen size and format from the video content. It sounds like the iPad has locked to that resolution setting and scaling the video to fit 
 the window. We’d suggest adjusting the EDID settings as it’s likely the EDID is causing the issue.   

 

   

 
 Please also confirm the equipment in use as per my colleagues previous email. 

 

   

 
 Looking forward to hearing from you. 

 

   

 
 Best Regards, 

 
 
 Marika 

 
 
 Customer Service 

 
 
 Les Mills Virtual App 

 

 ​ 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3726 

 

  

 

 
 
 On Tue, 14 Jul at 4:23 AM 
, Les Mills International <[email-masked]> wrote: 

 

 
 Hi Pierre, 

 

   

 
 Thank you for reaching out to us today. 

 
 
 ​ 

 
 
  We are checking the issues with the Level 2 team and will get back to you with an update. 
 
However, in the meantime could you please check if the club is using all the required equipment mentioned in the link below. 
 
https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment- 
 
Also, please share the Virtual AV setup diagram of the club along with the EDID make and model. 
 
Looking forward to your response. 
 
Warm Regards, 
Olesia 
Customer Services 
Les Mills Virtual App 
 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3726  

 

 
 On Tue, 14 Jul at 3:49 AM 
, Pierre Tromp <[email-masked]> wrote: 

 

 
 Hi Supportteam, 

 

 

 
 
 From our client Sjabbens Healthclub I got this video about the format of the screensaver. 

 

 
 As you can see during the first 10 seconds, the screensaver is a little bit to big for the frame which they made. 

 

 
 The format of the virtual classes (see later in this video) fits perfectly. 

 

 
 Can you help them to change the settings of the screensaver so it fits better in the frame? 

 

 
 They already use a EDID. 

 

   

 

 Thanks in advance, 

 

   

 

 Best regards, 

 
Pierre Tromp 
Club Performance Coördinator 

 
 
Elzenweg 37 
5144 MB Waalwijk 
The Netherlands 
Web: www.lesmills.nl 

 

 

   

 

 

 

 

 
 
 3726:859387