Subject: New Reply Received - RE: Les Mills FitBusiness | Getting set to re-open | World United
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 18 Aug 2020 22:08:53 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  RE: Les Mills FitBusiness | Getting set to re-open | World United  Ticket comment <div dir="auto">All good thanks 
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Sent from my Huawei phone</div>
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
Date: Tue, 18 Aug 2020, 20:26<br>
To: [email-masked]<br>
Cc: Stuart Russell &lt;[email-masked]&gt;<br>
Subject: Re: RE: Les Mills FitBusiness | Getting set to re-open | World United<br>
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<div dir="ltr">Hi Stuart,</div>
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<div dir="ltr">​I hope you are doing well.<br>
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<div dir="ltr">We took a look at your playback in Studio 1 and it looks like it is working fine now. Could you please confirm that there is no more playback issues with Virtual classes.</div>
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<div dir="ltr">We will keep this ticket open for a few more days to make sure the issue is resolved.</div>
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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/3767" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767</a>
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<blockquote>On Sat, 15 Aug at 7:19 AM , Les Mills International &lt;[email-masked]&gt; wrote:
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<div dir="ltr">Hi Stuart,</div>
<div dir="ltr">
<br>
This is a follow up email.<br>
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When checking our internal data, we found the video was disconnected 5 times in the last 7 days in Studio 1 due to a problem with the AV setup. 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>
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<img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzE1OTEyMDksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.ZI7TvfkegUgwk0m7jlzSufSsaO82ihtyU0rZ49VNITw" style="width:auto;display:block;vertical-align:top;margin:5px auto 5px 0px;text-align:left">We
 are looking forward for your reply.<br>
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Warm regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767</a> </div>
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<blockquote>On Tue, 11 Aug at 8:14 AM , Les Mills International &lt;[email-masked]&gt; wrote:
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<div dir="ltr">Hi Stuart,</div>
<div dir="ltr">​</div>
<div dir="ltr">Thank you for your reply.</div>
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<div dir="ltr">We can see that the pause feature is being used on the App after the class is played, hence why it is ending earlier than expected. Our advice is not to use the pause feature at all (unless you want the class to stop completely, then you would
 press pause and stop), once the play button is tapped you need to leave the class to run until the end. This is what we can see happened for THE TRIP Virtual 13 class:</div>
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<div dir="ltr">9:07:12am - the play button was tapped on THE TRIP Virtual 13 class</div>
<div dir="ltr">9:07:15am - the class was paused</div>
<div dir="ltr">9:14:22am - the play button was tapped again on THE TRIP Virtual 13 class</div>
<div dir="ltr">9:48:05am - the class started and stopped after 34 minutes (41 minutes after it officially started at 9.07am)</div>
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<div dir="ltr">In this case, since the play button was tapped at X, the App calculates that the class should stop at 9:48 am (which is the length of the release). We're aware this is not an ideal scenario and in a later App version the pause feature will be
 fixed to ensure it does not affect the playing time of the class.  I have attached an image of where the pause feature can be found on the App.</div>
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<div dir="ltr">I hope this helps explain it in a bit more detail. Feel free to reach out with any further issues you have and we'd be happy to investigate.
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<div dir="ltr">​<br>
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<div dir="ltr">Best regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
</div>
<div dir="ltr">
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767</a> </div>
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<blockquote>On Tue, 11 Aug at 12:07 AM , Stuart Russell &lt;[email-masked]&gt; wrote:
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<div>HI </div>
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<div>All seems ok at the moment but on Sunday The Trip 13 cut short at 35 minutes? 
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<div>Best Regards,</div>
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<div><b>Stuart Russell | Health Club &amp; Spa Manager</b></div>
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<div>T 01723 357482</div>
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<a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563c1">[email-masked]</span></a> | <a href="http://www.crownspahotel.com/health/" rel="noreferrer"><span style="color:#0563c1">www.crownspahotel.com/health/</span></a>
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<blockquote>
<div>From: Les Mills International &lt;[email-masked]&gt; <br>
<b>Sent:</b> 07 August 2020 11:49<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> Stuart Russell &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: RE: Les Mills FitBusiness | Getting set to re-open | World United
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<div><span style="font-size:10pt;font-family:'helvetica' , sans-serif">Hi Stuart,</span></div>
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<div><span style="font-size:10pt;font-family:'helvetica' , sans-serif">This is a follow up email.</span></div>
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<div><span style="font-size:10pt;font-family:'helvetica' , sans-serif">We still can see AV disconnections in your Studio 1 it is because the App loses connection with the external screen, and displaying the corresponding error message: "No External Screen Connected".
 Please follow below initial troubleshooting steps: </span></div>
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<div><span style="font-size:10pt;font-family:'helvetica' , sans-serif"><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected-" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected-</a></span></div>
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<div><span style="font-size:10pt;font-family:'helvetica' , sans-serif">Please let us know if this doesn't help.</span></div>
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<div><span style="font-size:10pt;font-family:'helvetica' , sans-serif">Kind regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767</a></span></div>
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<span style="font-size:1pt;font-family:'fdtktid' , serif;color:white">3767:859387</span><span style="font-size:10pt;font-family:'helvetica' , sans-serif">
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<a rel="noreferrer">Email Disclamier</a>
</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767