Subject: New Reply Received - Fit Plaza Oldenzaal
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 03 Sep 2020 13:16:54 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Fit Plaza Oldenzaal   Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi Olesia,</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">Thanks for your email!
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I’m going to pass it on to our client. I will let you know if this helps. <br>
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Have a good day!<br>
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Kind regards,</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US"><br>
Renée Meuwese <br>
Club Performance <br>
Les Mills </span></div>
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<div>Van: Les Mills International &lt;[email-masked]&gt;
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<b>Verzonden:</b> donderdag 3 september 2020 15:14<br>
<b>Aan:</b> Renée Meuwese &lt;[email-masked]&gt;<br>
<b>Onderwerp:</b> Re: Fit Plaza Oldenzaal</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Renée,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>This is a quick follow up email.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Our Level 2 team looked at this issue and suggested to force close the app, and if that doesn't work, try re-booting the iPad. You can find detailed troubleshooting instructions
 at the link below:</span></div>
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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/36000195633-i-m-experiencing-app-issues-what-are-my-initial-troubleshooting-steps-" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000195633-i-m-experiencing-app-issues-what-are-my-initial-troubleshooting-steps-</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Please share above with the Club. And let us know if re-booting iPad didn't help.</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<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3891" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3891</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Wed, 2 Sep at 11:49 PM
<span class="separator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Renée,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your quick reply.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Yes, we can see that this class didn't play to completion. It looks like an AV retailed issue. Are they using a genuine Apple lightning adapter? I'd suggest checking with
 their AV provider all the equipment if it is setup correctly, including the EDID emulator.
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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'>If the Club able to provide a schematic of their 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. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Lastly, please ask the Club to check that the Mirror Display Auto Lock within Guided Access settings toggled to green. For this please navigate to SETTINGS&gt;GENERAL&gt;ACCESSIBILITY&gt;Guided
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Please let us know how it goes.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Kind 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/3891" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3891</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Wed, 2 Sep at 10:27 PM
<span class="separator">, Renée Meuwese &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Hi Olesia,</span></div>
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Thank you for your quick response. </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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It happened (several times) during an RPM class who is scheduled on a Tuesday morning 09:00 - 09:50 am. The system crashed yesterday at 09:30. They didn’t make a photo.
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Kind regards,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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Renée Meuwese <br>
Club Performance<br>
Les Mills </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Van: Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Verzonden:</b> woensdag 2 september 2020 11:14<br>
<b>Aan:</b> Renée Meuwese &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Onderwerp:</b> Re: Fit Plaza Oldenzaal</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Renée,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for contacting us today. We are sorry about this issue with Virtual.<br>
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Could you please ask the Club to report the day, time and name of the class that failed to play till completion. Photo or video of the problem will be also very helpful. Because, according to our internal data, the system found no playback issues for this Club.</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<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3891" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3891</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Wed, 2 Sep at 9:00 PM
<span class="separator">, Renée Meuwese &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi there,
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I hope you are well! <br>
I have a question regarding our client Fit Plaza Oldenzaal. </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Their system has not been working optimally since mid-July.
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>After 20/25 minutes the video stops and the system crashes.
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Can you please help me solve this issue?
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Thank you in advance! <br>
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Best regards,<br>
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</span><a href="http://www.lesmills.nl/" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;text-decoration:none'><img width="200" height="26" style="width:2.0833in;height:.2708in" id="_x0000_i1030" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzI5MDE4MzYsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.evEC8D4r7Q29PBN7BXndggz_qcpEPaADT8m4K_8-g1c"></span></a><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
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<b>Renée Meuwese</b><br>
<i>Club Performance </i><br>
</span><a href="https://www.facebook.com/LesMillsNetherlandsBelgium" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;text-decoration:none'><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1029" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzI5MDE4MzcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.8izSokUwKQWowitcu-_hhbSA-sMBMhqDkMDfveStQgo"></span></a><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> 
</span><a href="https://www.instagram.com/lesmillsnlbe" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;text-decoration:none'><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1028" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzI5MDE4MzgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.gbEjnLCzySTyEaC3GN262PCBpSeXqXCN8MfYQDchWXg"></span></a><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> 
</span><a href="https://www.linkedin.com/company/hdd-group-les-mills" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;text-decoration:none'><img width="24" height="24" style="width:.25in;height:.25in" id="_x0000_i1027" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzI5MDE4MzksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.L6Ss2ynTzqUB9kkVu9Y13y4xcBRitv7x-3baTDAh89g"></span></a><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
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Elzenweg 37<br>
5144 MB Waalwijk<br>
The Netherlands<br>
Web: </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="http://www.lesmills.nl" rel="noreferrer"><span lang="EN-US">www.lesmills.nl</span></a></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
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</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><img width="227" height="25" style="width:2.3611in;height:.2638in" id="_x0000_i1026" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzI5MDE4NDAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.yTL-PajkQowpWkcZN3_4LlmLZ4ItDAjTEYQ-3q-J-aE"></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
</span><a href="https://contact.lesmills.com/why_grit" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;text-decoration:none'><img width="650" height="150" style="width:6.7708in;height:1.5625in" id="_x0000_i1025" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzI5MDE4NDEsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.XhhZuTCceroIwk1nrxcEMqJn-wUxloNn0NEQfNx77ns"></span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3891