Subject: New Reply Received - Gymnasion Joure: Sound & screen not in sync
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 07 Sep 2020 09:43:59 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Gymnasion Joure: Sound & screen not in sync  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Goodmorning Olysia,</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">Thank for your email.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">I tried to contact her this morning, but she is not answering her phone. As soon as i get in contact with her I will let you know.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">Kr, Jeanine</span></div>
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<div>Van: Les Mills International &lt;[email-masked]&gt;
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<b>Verzonden:</b> maandag 7 september 2020 11:21<br>
<b>Aan:</b> Kirsten Vesters &lt;[email-masked]&gt;<br>
<b>CC:</b> Tom Botermans &lt;[email-masked]&gt;; Jeanine Schulenklopper &lt;[email-masked]&gt;<br>
<b>Onderwerp:</b> Re: Gymnasion Joure: Sound &amp; screen not in sync</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Jeanine,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>This is a follow up email.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Were you able to contact Gymnasion Joure Club again and request information about their AV setup?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Many thanks,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><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/3879" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3879</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 4 Sep at 3:45 AM
<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 Kirsten,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your response.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We will be waiting on your updates. Also, could you please ask the Club to provide a schematic of how their Virtual system is setup, including  the equipment make and models,
 particularly the EDID emulator. Because we need to know how all the equipment is connected. 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.
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Kind regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3879" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3879</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 4 Sep at 3:23 AM
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Hi Olysia,</span></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Just a short update, I spoke to Marjo from Gymnasion and she will look in to it together with help from their IT-person.</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;mso-fareast-language:EN-US'>She couldn’t solve the problem yet.</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;mso-fareast-language:EN-US'>This will be somewhere beginning next week.</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;mso-fareast-language:EN-US'>I will keep u updated.</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;mso-fareast-language:EN-US'>Kr, Jeanine</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> maandag 31 augustus 2020 12:50<br>
<b>Aan:</b> Kirsten Vesters &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>CC:</b> Tom Botermans &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Jeanine Schulenklopper &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Onderwerp:</b> Re: Gymnasion Joure: Sound &amp; screen not in sync</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Kirsten,</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.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We see errors occurring during playback in both studios. Please share the link below with the customer to resolve this issue:</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'>As for the sound issue, could you please give us more details on what's going on with the sound and in which studio. It would be very helpful if the customer could shoot
 a short video about the problem they are facing. Meanwhile, let the Club check all the equipment installed in their studios.</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/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'>Many thanks,</span></div>
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Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3879" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3879</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Mon, 31 Aug at 10:39 PM
<span class="separator">, Kirsten Vesters &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span style='font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:black;background:white'>Dear ‘LM Virtual Support Desk’,</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:"Calibri Light",sans-serif;color:black;background:white'>Ou customers Gymnasion Joure have some troubles with LM Virtual:</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:black;background:white'>Their sound is out of sync with the screen.
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<span style='font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:black;background:white'>Club name: Gymnasion Joure</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:black;background:white'>E-mail LM Virtual:
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:black;background:white'>What could the problem be?
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<span style='font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:black;background:white'>Thanks in advance!</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best regards,<br>
</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:.2666in" id="_x0000_i1028" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzMyNDUzOTksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.lFj2UqUVbSjrq3lzuA56lzwkY_T2dqUIgdyfZE9AWqI"></span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
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<b>Kirsten Vesters</b><br>
<i>Project Coördinator</i><br>
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<br>
Elzenweg 37<br>
5144 MB Waalwijk<br>
Tel: +31 (0)416 34 97 25<br>
Web: <a href="http://www.lesmills.nl" rel="noreferrer">www.lesmills.nl</a> </span>
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