Subject: New Reply Received - USYD Account 11121
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 21 Jul 2020 05:21:52 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  USYD Account 11121  Ticket comment <div><div dir="auto">Hi Marika,</div></div>
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<div dir="auto">Thanks very much for the follow up.</div>
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<div dir="auto">We were able to resolve the issue in the end. Turning everything off and rewiring did the trick! The AV set up seems to be in order but we will reach out if it happens again.</div>
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<div dir="auto">Kind regards,</div>
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<div dir="auto">Oliver </div>
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<div>On Tue, 21 Jul 2020 at 3:15 pm, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:<br>
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<div dir="ltr">Hi Oliver,<br><br>We hope that you are doing well.<br><br>This is just a follow up regarding your issue with the Virtual.<br>Have you got a chance to check our previous email?<br>If not, we highly suggest checking the Apple adapter or HDMI cable as they may get worn out resulting to a broken connection.<br><br>Also, if you could provide a schematic of your AV setup as well as check if the Club's using recommended equipment which my colleague provided in the last email.<br><br>Looking forward to hearing from you.<br><br>Best Regards,<br>Marika<br>Customer Service<br>Les Mills Virtual App<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3744" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3744</a>
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              Sat, 18 Jul at  9:15 PM
              <span>,  Les Mills International &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:
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<div dir="ltr">Hi Oliver,</div>
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<div dir="ltr">Thank you for reaching out to support.<br>
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<div dir="ltr">We can see that The Trip Virtual 7 today morning failed due to a problem connecting to the projector. <span>I'd suggest trying an alternative Apple adapter, switching out the HDMI cables or checking with your AV provider to make sure all the equipment is setup correctly, including the EDID.  If you're able to provide a schematic of your AV setup that might help us establish where the problem might be.  Feel free to</span><span> include your AV provider in this thread so we can get that conversation going.</span>
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<a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-" rel="noreferrer" target="_blank">Here is a link to the equipment required for a smooth Virtual experience.</a>
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<div dir="ltr">​Please confirm that all the necessary equipment at the link above is in place.<br>
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<div dir="ltr">We are looking forward to hearing from you soon.<br>
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<div dir="ltr">Best Regards,<br>Olesia<br>Customer Service<br>Les Mills Virtual App<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3744" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3744</a>
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              Sat, 18 Jul at 11:23 AM
              <span>,  Oliver Howse &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:
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<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><blockquote><span><div style="font-family:Helvetica Neue,Helvetica,Arial,sans-serif;font-size:13px"><div><blockquote><span><div dir="auto">Hi Lesmills Team,</div>
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<div dir="auto">We’re having trouble this morning with our ‘the trip’ virtual classes. When a class starts, the projector/screen turns on but the connection between the class feed and projector is intermittent. We’ve double checked all connections and settings on the projector but can’t manage to fix it. The class flashes up on the screen for a second and then disappears for 10 seconds. </div>
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<div dir="auto">Have you run into this issue before? Appreciate any help you can provide.</div>
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<div dir="auto">Kind regards </div>
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<div dir="auto">Oliver </div>
<div dir="auto">Sydney Uni Sports &amp; Aquatic Centre</div>

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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3744