Subject: Ticket re-opened - [#3744] USYD Account 11121
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 21 Jul 2020 05:21:52 +0000

Hi Pritish Nandi,  Ticket “#3744 – USYD Account 11121” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3744 to view the ticket.  Ticket comment    Hi Marika,  
   
 Thanks very much for the follow up. 

 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. 
   
 Kind regards, 
   
 Oliver  

       

 On Tue, 21 Jul 2020 at 3:15 pm, Les Mills International <[email-masked]> wrote:  

 
 Hi Oliver,  We hope that you are doing well.  This is just a follow up regarding your issue with the Virtual. Have you got a chance to check our previous email? If not, we highly suggest checking the Apple adapter or HDMI cable as they may get worn out resulting to a broken connection.  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.  Looking forward to hearing from you.  Best Regards, Marika Customer Service Les Mills Virtual App  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3744 

On
Sat, 18 Jul at  9:15 PM
,  Les Mills International <[email-masked]>  wrote:
 
 Hi Oliver, 
   
 Thank you for reaching out to support.  
 ​  
 
 We can see that The Trip Virtual 7 today morning failed due to a problem connecting to the projector. 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 include your AV provider in this thread so we can get that conversation going. 

 Here is a link to the equipment required for a smooth Virtual experience. 

 ​Please confirm that all the necessary equipment at the link above is in place.  
 ​  
 We are looking forward to hearing from you soon.  

 
 
 Best Regards, Olesia Customer Service Les Mills Virtual App  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3744 

On
Sat, 18 Jul at 11:23 AM
,  Oliver Howse <[email-masked]>  wrote:

 

 

        Hi Lesmills Team, 
   
 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.  
   
 Have you run into this issue before? Appreciate any help you can provide. 
   
 Kind regards  
   
 Oliver  
 Sydney Uni Sports & Aquatic Centre