Subject: New Reply Received - FW: Warwick Sport VR Issues
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 27 Aug 2020 11:59:28 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  FW: Warwick Sport VR Issues  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>Hi There,</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>Thanks for your reply. Our AV Specialist was on site yesterday and examined the setup, dis/reconnected the equipment and observed a
 full VR classes. He is confident that the current setup is all correct and the quality of the equipment is actually of a superior quality to what has been recommended. Is it possible that it is an app/software issue?</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>We have been in this position several times in the last year and it’s extremely frustrating. Would it please be possible to arrange
 a site visit from Les Mills as we feel this is the only way we will be able to make any real progress in solving the problem. I appreciate current circumstances may make this slightly trickier, but even a video call would be beneficial.</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>It’s positive that you are able to identify the specific class and time of the failed connection – can you please send me a report
 of all failed classes that have occurred in the last 4 weeks? This would really help us try and identify any potential patterns.</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>We’ve also noticed that the scheduling on the app is over-riding the playback when failures occur e.g. if a 30 minute SPRINT class
 cuts off after 15 minutes, it re-boots and the class restarts. When the 30 minute slot elapses though the restarted class then also stops automatically. Is there a way for you/us to turn this over-ride off? This would at least allow the restarted class to
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>I look forward to hearing from you.</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>Kind Regards,</span></div>
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<div class="MsoNormal"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US'>Kieran</span></div>
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<div>From:<span lang="EN-US" style='font-size:11.0pt;font-family:"Calibri",sans-serif'> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> 25 August 2020 11:19<br>
<b>To:</b> Dayaram, Kieran &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked]; Rose, Robert &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: FW: Warwick Sport VR Issues</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi  Kieran,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>thank you for reaching out to us today.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We can see that RPM 86 at 8:30am 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 AV provider in
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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'>Best 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/3869" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3869</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Tue, 25 Aug at 9:26 PM
<span class="separator">, Dayaram, Kieran &lt;[email-masked]&gt; wrote: </span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#1F497D'>Hi There,</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#1F497D'>Since re-opening our facilities 4 weeks ago we have still been experiencing the below issues with VR RPM and SPRINT classes in our Cycle studios. Although there
 are no patterns with which specific classes in terms of release number, day, time etc. when this occurs it seems to still be happening around 15 minutes into the class.</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;color:#1F497D'>Our Systems Specialist will be on site tomorrow morning to try and establish any issues from our end, but please can you look into this and see if there is
 any problems from a scheduling perspective/anything from your side?</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;color:#1F497D'>Kind Regards,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#244061'>Kieran Dayaram </span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#244061'>|<b> Health and Fitness
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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'> Dayaram, Kieran
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<b>Sent:</b> 14 February 2020 10:00<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> Ollie Thomas &lt;[email-masked]&gt;<br>
<b>Subject:</b> Warwick Sport VR Issues</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi There,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Please may I log an issue that we are currently experiencing at The Sports &amp; Wellness Hub at the University of Warwick with our Virtual classes?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Many of our VR Cycling classes (mainly 30 minute SPRINT) are restarting around half way through. The classes begin as normal, but after around 10-15 minutes the workout stops
 and then reboots and starts again. There are been several cases of this occurring in the last couple of weeks.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We have 2 Virtual systems in the facility and this is only happening in our Cycle Studio and with this type of class.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Please can this be looked into ASAP? I see no problems with how the classes are scheduled.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>If you require any further information please let me know.</span></div>
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<b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#244061'>Kieran Dayaram </span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#244061'>|<b> Health and Fitness
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#365F91'>University of Warwick | Sports and Wellness Hub | Cryfield Village | Leighfield Road | Coventry | CV4 7EU |</span><span style="font-size:10.0pt;color:#0B355B"> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="http://www2.warwick.ac.uk/about/visiting/maps/interactive/" rel="noreferrer"><span style='font-family:"Times New Roman",serif;color:#0070C0'>Find
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#365F91'>Mobile 07384231540 | Email:
</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><span style="color:#365F91">
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3869