Subject: New Reply Received - Virtual App Support - Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 11 Aug 2020 11:36:38 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual App Support - Les Mills  Ticket comment <div>
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<div style="direction: ltr">I have not heard any complaints, but I do not know if it is because they are already frustrated from before. A lot of the ones that were upset already quit.<span id="ms-outlook-ios-cursor"></span>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Tuesday, August 11, 2020 7:31:23 AM<br>
<b>To:</b> Scott Otwell &lt;[email-masked]&gt;<br>
<b>Cc:</b> Chris Knight &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Virtual App Support - Les Mills
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<div>Hi Scott,</div>
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<div dir="ltr">​Hope you are doing well.</div>
<div dir="ltr">​<br>
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<div dir="ltr">Have you read our previous emails? We would like to know how your Virtual works? Did you manage to contact your AV provider? Please share the AV schematic with us if you would like us to check your equipment.<br>
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We will keep this ticket open for a few more days in case you need our help.</div>
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<div dir="ltr">Warm 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/3787" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3787</a>
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<blockquote class="x_freshdesk_quote">On Sun, 9 Aug at 6:38 AM <span class="x_separator">
, Les Mills International &lt;[email-masked]&gt; wrote:
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<div>Hi Scott,</div>
<div>​</div>
<div dir="ltr">I hope you are doing well. This is a follow up email.</div>
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<div dir="ltr">As we can see, your AV setup issue still persists in GROUP X studio. Please let us know if you have tried the resolution steps we have communicated to you in previous emails. If not, follow our advice and share information with us whether this
 will solve the problem or not. If you are having difficulty getting an AV schematic for your installation, you can simply take a photo of each piece of equipment in use, so that we can verify that all equipment fully meets our requirements.<br>
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<div dir="ltr">We are looking forward to hearing from you.<br>
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<div dir="ltr">Kind regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3787" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3787</a> </div>
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<blockquote class="x_freshdesk_quote">On Wed, 5 Aug at 4:30 AM <span class="x_separator">
, Les Mills International &lt;[email-masked]&gt; wrote:
<div style="font-family:Helvetica Neue,Helvetica,Arial,sans-serif; font-size:13px">
<div>Hi Scott,</div>
<div>​<br>
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<div dir="ltr">This is a follow up email.</div>
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<div dir="ltr">When checking our internal data, we found the video was disconnected 6 times in the last 7 days in GROUP X studio due to a problem with the AV setup. Cycle Studio has no playback problems. The below is an example of an audio visual schematic
 that shows the components and how they're connected in order to run Virtual content. If you're able to confirm how all the equipment is connected and the make and models, particularly the make and model of the USB-C Digital Multiport Adapter and EDID we would
 be able to investigate your issue further.</div>
<div dir="ltr"><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzA3ODQ0NjcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.EeTpzbz-7krtIGlHD4MtHj21R430mzov_VhUGuLbDEw" style="width:auto; display:block; vertical-align:top; margin:5px auto 5px 0px; text-align:left"></div>
<div dir="ltr">The RPM 85 (30 Mins) class was successfully re-downloaded, but BODYPUMP 110
<strong>(45 Mins</strong>) class is still corrupted.  I see that you have re-loaded the BODYPUMP 110 class which is 60 minutes and is different from BODYPUMP 110
<strong>(45 minutes</strong><strong>)</strong>.</div>
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<div dir="ltr">We are looking forward for your reply.<br>
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<div dir="ltr">​<br>
</div>
<div dir="ltr">Warm regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3787" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3787</a> </div>
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<blockquote class="x_freshdesk_quote">On Sun, 2 Aug at 9:51 AM <span class="x_separator">
, Les Mills International &lt;[email-masked]&gt; wrote:
<div style="font-family:Helvetica Neue,Helvetica,Arial,sans-serif; font-size:13px">
<div dir="ltr">Hi Scott,<br>
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<div dir="ltr">​<br>
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<div dir="ltr">Thank you for your email. We do now see that the BODYPUMP 110 download has been refreshed. Please let us know if you run into any issues refreshing the download for the RPM 85 (30 Mins) class.<br>
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Best Regards,<br>
AJ<br>
Customer Services<br>
Les Mills Virtual App</div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3787" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3787</a> </div>
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<blockquote class="x_freshdesk_quote">On Sun, 2 Aug at 9:19 AM <span class="x_separator">
, Scott &lt;[email-masked]&gt; wrote:
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<div style="direction:ltr">I did start the redone load for the 110<span id="x_ms-outlook-ios-cursor"></span>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3787