Subject: New Reply Received - RE: Billingham Forum Virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 29 Jul 2020 10:03:59 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  RE: Billingham Forum Virtual   Ticket comment <div>Hi, we have tried the adapter, we have music playing it’s literally the video that isn’t coming on the screen. 
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<div>It still keeps saying txs input is unsupported </div>
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<div>Thanks <br>
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<font color="#0000ff"><b>Christopher Harrington  </b></font><font><b><br>
</b></font><font color="#0000ff"><font><span style="font-size:10pt"><b>Health and Fitness Co-Ordinator</b></span></font><font><b>
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<font color="#0000ff"><b>Tees Active Ltd</b></font><font><b><br>
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<div align="left" style="text-align:justify"><font><font color="#0000ff">01642 526251</font><br>
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<div align="left" style="text-align:justify"><a href="https://webmail.stockton.gov.uk/owa/redir.aspx?C=5Bsv3TEl4UeOu0C36Jek7haOf5INrdAIKZivjn3r9ftRpmP5F5dw4RHE27Buddkd8k64awn4fUk.&amp;URL=http%3a%2f%2fwww.teesactive.co.uk%2f" target="_blank" rel="noreferrer"><font></font></a></div>
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<div align="left" style="text-align:justify"><img src="https://webmail.stockton.gov.uk/owa/attachment.ashx?id=RgAAAAAFlkwa57gOTINoGQxZ7MBpBwD5PH6S4kmyRLlE0na9yVT4AAAAufxhAABkOKa0A4u2TKqw4rEBh6FLAAAQIzicAAAJ&amp;attcnt=1&amp;attid0=BAAAAAAA&amp;attcid0=706142014%4004112013-0270"></div>
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<font color="green"><span style="font-size:18pt">P</span></font><font color="#006600">
</font><font color="green"><span style="font-size:10pt"><b>Please consider the environment before printing this e-mail</b></span></font>
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<font color="green"><span style="font-size:10pt"></span></font><font color="#0000a0"><span style="font-size:10pt">Company Registration number 29699R</span></font><font color="#0000a0">
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</font><font color="#0000a0"><span style="font-size:10pt">Registered in England</span></font><font color="#0000a0">
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</font><font color="#0000a0"><span style="font-size:10pt">VAT Registration number 830 0364 71</span></font><font color="#0000a0">
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</font><font color="#0000a0"><span style="font-size:10pt">Registered office</span></font><font color="#0000a0">
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</font><font color="#0000a0"><span style="font-size:10pt">Redheugh House</span></font><font color="#0000a0">
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</font><font color="#0000a0"><span style="font-size:10pt">Thornaby Place</span></font><font color="#0000a0">
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</font><font color="#0000a0"><span style="font-size:10pt">Thornaby</span></font><font color="#0000a0">
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</font><font color="#0000a0"><span style="font-size:10pt">Stockton-on-Tees</span></font><font color="#0000a0">
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</font><font color="#0000a0"><span style="font-size:10pt">TS17 6SG</span></font><font color="#0000a0">
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> 28 July 2020 15:08<br>
<b>To:</b> [email-masked] &lt;[email-masked]&gt;<br>
<b>Cc:</b> Christopher Harrington &lt;[email-masked]&gt;; Gail McKenna &lt;[email-masked]&gt;; Paul Wilkinson &lt;[email-masked]&gt;; Paul Bambrough &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: RE: Billingham Forum Virtual
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<div dir="ltr">Hi Chris,</div>
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<div dir="ltr">​Thank you fro the username it is very helpful.</div>
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<div dir="ltr">We can see that BODYPUMP 108 (45 Mins) at 12:05 pm failed due to a problem connecting to the external screen.
<span dir="ltr">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>Here is a link to the equipment required for a smooth Virtual experience.</a><br>
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<div><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected-" dir="ltr" rel="noreferrer"></a></div>
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<div dir="ltr">We are waiting for your soon reply.<br>
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<div dir="ltr">Kind 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/3763" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3763</a>
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<blockquote class="x_freshdesk_quote">On Wed, 29 Jul at 1:36 AM <span class="x_separator">
, Christopher Harrington &lt;[email-masked]&gt; wrote:
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<div class="x_MsoNormal"><span style="">Hi,</span></div>
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<div class="x_MsoNormal"><span style="">The club is Thornaby Pavilion and the user name is
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span></div>
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<div class="x_MsoNormal"><span style="">Thanks </span></div>
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<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> 28 July 2020 13:35<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> Christopher Harrington &lt;[email-masked]&gt;; Gail McKenna &lt;[email-masked]&gt;; Paul Wilkinson &lt;[email-masked]&gt;; Paul Bambrough &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: RE: Billingham Forum Virtual</span> </div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Hi Chris,</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Thank you for your quick reply.</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Please provide us with the virtual username of the club where you are experiencing this issue, so that we can check your account data.</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Kind 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/3763" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3763</a></span></div>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>On Wed, 29 Jul at 1:16 AM
<span class="x_separator">, Christopher Harrington &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Hi,</span></div>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>We are getting a display message on the screen saying “Tx INPUT NO SIGNAL”
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>We have tested the HDMI on another device and that worked, the ipad has been updated and the diagnotics is saying its 100%. IT have checked the server and that is fine.
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Is there anything else we can try on site or that you could look into remotely?
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Regards</span><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Chris
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>From:</span><span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica",sans-serif'> Danielle Dunn &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> 28 July 2020 12:43<br>
<b>To:</b> Support &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> Christopher Harrington &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Gail McKenna &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;;
 Paul Wilkinson &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Paul Bambrough &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> RE: RE: Billingham Forum Virtual</span><span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt; font-family:"Calibri Light",sans-serif'>Chris, could you please let them know what issues you are having?</span><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt; font-family:"Calibri Light",sans-serif'>Thank you</span><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:7.5pt; font-family:"Arial",sans-serif; color:#000001'>Danielle Dunn</span><span style="font-size:1.0pt; font-family:remialcxesans; color:white">​</span>
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<b><span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>From:</span></b><span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica",sans-serif'> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> 28 July 2020 12:41<br>
<b>To:</b> Danielle Dunn &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> <a href="mailto:[email-masked]" rel="noreferrer">
[email-masked]</a>; <a href="mailto:[email-masked]" rel="noreferrer">
[email-masked]</a>; <a href="mailto:[email-masked]" rel="noreferrer">
[email-masked]</a>; <a href="mailto:[email-masked]" rel="noreferrer">
[email-masked]</a><br>
<b>Subject:</b> Re: RE: Billingham Forum Virtual</span><span lang="EN-US" style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Hi Danielle,</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Thank you for contacting support today.</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Unfortunately I don't see any emails below. Could you please clarify what kind of support the customer needs.</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>We are looking forward to hearing from you soon.</span></div>
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<div class="x_MsoNormal"><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Kind 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/3763" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3763</a></span></div>
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<span style="font-size:1.0pt; font-family:fdtktid; color:white">3763:859387</span><span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3763