Subject: New Reply Received - RE: Billingham Forum Virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 04 Aug 2020 12:27:28 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  RE: Billingham Forum Virtual   Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi,</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">We are awaiting our IT department providing a power pack to try, failing this we will be no further forward.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Regards </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Chris </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> 01 August 2020 18:53<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>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Chris,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>This is a follow up email regarding your issue with Virtual.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Have you been able to test your AV setup equipment? Have you tried the resolution steps that were mentioned in our previous email? Please feel free to CC your AV provider
 in this email thread. He can assist us with technical information about your AV setup, which can help us move forward with a possible solution to your issue.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We are waiting for your soon reply.</span></div>
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<div class="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 11:51 PM
<span class="separator">, Les Mills International &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",sans-serif'>Hi Chris,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your reply.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="http://%E2%80%8B%20https%3A/lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected-%E2%80%8B%E2%80%8B%E2%80%8B" rel="noreferrer">Here
 is initial steps to resolve "No external screen connected" issue.</a> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>If that doesn't help, please, for further investigation, can you provide a diagram of how your Virtual System is setup, including the hardware make and model, in particular
 the EDID emulator? Your AV provider should be able to help you with this information.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We are looking forward to hearing from you.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Kind regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App</span></div>
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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 11:03 PM
<span class="separator">, Christopher Harrington &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",sans-serif'>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 class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>It still keeps saying txs input is unsupported </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks </span></div>
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<b><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:blue'>Christopher Harrington  </span></b><b><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif'><br>
<span style="color:blue">Health and Fitness Co-Ordinator </span></span></b>
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<b><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:blue'>Tees Active Ltd</span></b><b><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif'><br>
<span style="color:blue">Splash  </span></span></b>
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<b><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:blue'>01642 526251</span></b><b><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif'></span></b>
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<div class="MsoNormal" style="text-align:justify"><b><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif'><img id="_x0000_i1025" src="https://webmail.stockton.gov.uk/owa/attachment.ashx?id=RgAAAAAFlkwa57gOTINoGQxZ7MBpBwD5PH6S4kmyRLlE0na9yVT4AAAAufxhAABkOKa0A4u2TKqw4rEBh6FLAAAQIzicAAAJ&amp;attcnt=1&amp;attid0=BAAAAAAA&amp;attcid0=706142014%4004112013-0270"></span></b></div>
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<b><span style='font-size:18.0pt;font-family:"Tahoma",sans-serif;color:green'>P</span></b><b><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#006600'>
</span></b><b><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:green'>Please consider the environment before printing this e-mail</span></b><b><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif'>
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<b><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#0000A0'>Company Registration number 29699R
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Registered in England <br>
VAT Registration number 830 0364 71 <br>
Registered office <br>
Redheugh House <br>
Thornaby Place <br>
Thornaby <br>
Stockton-on-Tees <br>
TS17 6SG </span></b><b><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif'></span></b>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From: Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Sent:</b> 28 July 2020 15:08<br>
<b>To:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> &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></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Chris,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​Thank you fro the username it is very helpful.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We can see that BODYPUMP 108 (45 Mins) at 12:05 pm failed due to a problem connecting to the external screen. 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
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-" rel="noreferrer">Here is a link to the equipment
 required for a smooth Virtual experience.</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We are waiting for your soon reply.</span></div>
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<div class="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 1:36 AM
<span class="xseparator">, Christopher Harrington &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",sans-serif'>Hi,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3763