Subject: Ticket re-opened - [#3767] 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,  Ticket “#3767 – RE: Les Mills FitBusiness | Getting set to re-open | World United” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767 to view the ticket.  Ticket comment   All good thanks  

 
Sent from my Huawei phone 

  
 
-——- Original message -——-  

 From: Les Mills International <[email-masked]> 
Date: Tue, 18 Aug 2020, 20:26 
To: [email-masked] 
Cc: Stuart Russell <[email-masked]> 
Subject: Re: RE: Les Mills FitBusiness | Getting set to re-open | World United  

 
 Hi Stuart, 

 
 ​I hope you are doing well.  
 ​  
 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. 

 
 We will keep this ticket open for a few more days to make sure the issue is resolved. 

 
 Kind regards, 
Olesia 
Customer Services 
Les Mills Virtual App  
 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767 
 
 On Sat, 15 Aug at 7:19 AM , Les Mills International <[email-masked]> wrote: 
  
 Hi Stuart, 

This is a follow up email. 
 
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.   
  
We 
 are looking forward for your reply. 
 
Warm regards, 
Olesia 
Customer Services 
Les Mills Virtual App 
 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767   
  
 On Tue, 11 Aug at 8:14 AM , Les Mills International <[email-masked]> wrote: 
  
 Hi Stuart,  
 ​  
 Thank you for your reply.  

 
 
 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: 

 
 9:07:12am – the play button was tapped on THE TRIP Virtual 13 class 
 9:07:15am – the class was paused 
 9:14:22am – the play button was tapped again on THE TRIP Virtual 13 class 
 9:48:05am – the class started and stopped after 34 minutes (41 minutes after it officially started at 9.07am) 

 
 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. 

 
 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. 

 ​  
 Best regards, 
Olesia 
Customer Services 
Les Mills Virtual App  

Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767    
  
 On Tue, 11 Aug at 12:07 AM , Stuart Russell <[email-masked]> wrote: 
  
 HI   

  

 All seems ok at the moment but on Sunday The Trip 13 cut short at 35 minutes?  

 

 

 

 
 Best Regards, 

 

 

 

 
 Stuart Russell | Health Club & Spa Manager 

 

 
 T 01723 357482 

 

 
 
 [email-masked] | www.crownspahotel.com/health/ 

 

 

 

 

 

 

 

 

 

 

 

 

 

 
 
 Thailand    

 
 
 ● Bangkok ● Pattaya ● Chiang 
 Mai 

 

 
 Malaysia 

 
 
 ● Kuala Lumpur ● Langkawi ● Johor 
 Bahru 

 

 
 United Kingdom 

 
 
 ● Manchester ● Cardiff ● Cheltenham ● Eastbourne ● Halifax ● Nottingham ● Shrewsbury ● Oxford 
● Inverness ● Leeds ● Coventry ● Scarborough ● Dundee 

 

 

 

 
 
 Follow us on    

 

  

 

 

 

 

 

 

  

 

 

 

 

 

 

 

 

 

 

 

 From: Les Mills International <[email-masked]>  
Sent: 07 August 2020 11:49 
To: [email-masked] 
Cc: Stuart Russell <[email-masked]> 
Subject: Re: RE: Les Mills FitBusiness | Getting set to re-open | World United 

 

 

 Hi Stuart, 

 
 
 ​ 

 
 
 This is a follow up email. 

 
 
 ​ 

 
 
 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:  

 

   

 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000208319-i-m-seeing-the-error-message-there-is-no-external-screen-connected- 

 

   

 
 Please let us know if this doesn’t help. 

 

   

 
 Kind regards, 
Olesia 
Customer Services 
Les Mills Virtual App 
 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3767 

 

 
 3767:859387 

 

 Email Disclamier    

 

 

 

 
 Email Disclamier