Subject: Ticket re-opened - [#3865] Virtual help needed
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Sun, 30 Aug 2020 11:11:23 +0000

Hi Pritish Nandi,  Ticket “#3865 – Virtual help needed” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3865 to view the ticket.  Ticket comment   Thank you! 

 
  
 On Sun, Aug 30, 2020 at 6:19 AM Les Mills International <[email-masked]> wrote: 

  	 
   Hi Rae, 
   ​   
 
   Thank you for your reply. 
     
   ​We will track your playback for a few days to make sure the issue is resolved.   
 
   ​   
 
   Kind regards, Olesia Customer Services Les Mills Virtual App  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3865

                             
                              On                              Sun, 30 Aug at  8:16 PM                              ,  Rae Lane <[email-masked]>  wrote:                               Yes and he could find nothing wrong but cleaned the projector as it was quite dusty. We are waiting to see if the issue reoccurs but so far so good. Thank you! 

  

   On Thu, Aug 27, 2020 at 12:48 PM Les Mills International <[email-masked]> wrote:   

   
    	 
     Hi Rae, 
     ​     
 
     This is an additional email regarding your Virtual problem.  Were you able to contact your AV provider to confirm all equipment  in use and request an AV schematic? Also, please provide us your make and model of EDID emulator. ​Since this is very important and necessary information for further investigation of your problem and finding a solution.     

     We are waiting for your reply.     
 
     ​     
 
     Kind regards, Olesia Customer Services Les Mills Virtual App      

     Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3865  

                               
                                On                              Tue, 25 Aug at  6:39 AM                              ,  Les Mills International <[email-masked]>  wrote:                               
     Hi Rae, 
     ​     
 
     Thank you for the quick response.  You are right, BODYPUMP 110 at 11:00Am also suffered and was unable to connect to the screen three times. In just this week, the external screen has lost connection with the iPad 12 times due to AV setup issues. You need to contact your AV provider (the person who installed Les mills Virtual in your club) so that he can check all your equipment in use. We will also be happy to talk to your AV provider to help him solve this problem as quickly as possible. As we can only troubleshoot the problem correctly if we have your AV diagram. Because we need to know how all the equipment is connected and the make and models. 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.    

     We look forward to your soon reply.     

     Kind regards, Olesia Customer Services Les Mills Virtual App   Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3865    

   

 

  

   
                               
                                On                              Tue, 25 Aug at  6:08 AM                              ,  Rae Lane <[email-masked]>  wrote:                                It was the bodypump class at 11:00am. I have recently changed out/upgraded all my Apple Adapters, power strip, etc.   

      

     On Mon, Aug 24, 2020 at 1:05 PM Les Mills International <[email-masked]> wrote:     

     
      	 
       Hi Rae, 
         
       Thank you for reaching out to us today.       
 
       ​       

       We can see that SPRINT 19 at 12:32 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 AV provider in this thread so we can get that conversation going.      

       
      Here is a link to the equipment required for a smooth Virtual experience.      
 
       ​ 
       We are looking forward to hearing from you.       

 
       ​       
 
       Kind regards, Olesia Customer Services Les Mills Virtual App    Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3865    

 

      

                                  On                              Tue, 25 Aug at  4:49 AM                              ,  Rae Lane <[email-masked]>  wrote:                               Hi,   
       My projector cuts off mid warm up.  Can someone please reach out to me? 
         
       Thank you, 
       
       Rae Lane 
       Club 14 Fitness