Subject: New Reply Received - Virtual App Support - Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 08 Sep 2020 13:33:12 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual App Support - Les Mills  Ticket comment <div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0)">
Hi Olesia,</div>
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Thanks for your prompt reply.</div>
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I have included our IT Infrastructure and Service Delivery manager, Ashley into this email for any necessary actions/ follow up to be done. </div>
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<a id="OWAAM742421" class="_1OtrSZdhKXVv3UhaivrdJ4 mention ms-bgc-nlr ms-fcl-b" href="mailto:[email-masked]" rel="noreferrer">@Ashley Merrick</a> For your support please. Thanks!</div>
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Best reagrds,</div>
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<span style="color:rgb(225,10,10); font-family:Arial,sans-serif; font-size:11pt"><strong>WAI HAN</strong></span><span style="color:rgb(225,10,10); font-family:Arial,sans-serif; font-size:11pt"> KHO</span><span style="color:black; font-family:Arial,sans-serif; font-size:11pt"></span>
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<span style="color:rgb(77,77,77); font-family:Arial,sans-serif; font-size:10.5pt">Group Exercise Manager</span><span style="color:black; font-family:Arial,sans-serif; font-size:11pt"></span>
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<span style="color:rgb(225,10,10); font-family:Arial,sans-serif; font-size:8pt">T</span><span style="color:rgb(77,77,77); font-family:Arial,sans-serif; font-size:8pt"> +65 6911 0300 </span><span style="color:rgb(225,10,10); font-family:Arial,sans-serif; font-size:8pt">M</span><span style="color:rgb(77,77,77); font-family:Arial,sans-serif; font-size:8pt"> +65 9683
 4476 </span><span style="color:rgb(225,10,10); font-family:Arial,sans-serif; font-size:8pt">W</span><span style="color:rgb(77,77,77); font-family:Arial,sans-serif; font-size:8pt"> virginactive.com.sg</span><span style="color:black; font-family:Arial,sans-serif; font-size:11pt">
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<span style="color:black; font-family:Arial,sans-serif; font-size:11pt"><a href="http://www.virginactive.com.sg/" target="_blank" rel="noreferrer"><span style="color:rgb(31,73,125); font-size:7.5pt"><br>
<img class="EmojiInsert" alt="cid:[email-masked]" style="width:70.49pt; height:34.49pt" src="cid:[email-masked]"></span></a></span>
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<span style="color:black; font-family:Arial,sans-serif; font-size:11pt"><span style="color:rgb(179,179,179); font-size:8pt">HOLLAND VILLAGE, A COLLECTION CLUB</span></span>
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<span style="color:black; font-family:Arial,sans-serif; font-size:11pt"><span style="color:rgb(179,179,179); font-size:8pt">118 Holland Avenue , Raffles Holland V , #03-05 Singapore 278997<span style="color:rgb(179,179,179); font-family:Arial,sans-serif; font-size:8pt"><br>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Tuesday, 8 September 2020 8:56 PM<br>
<b>To:</b> Kho Waihan &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Virtual App Support - Les Mills
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<div dir="ltr">Hi Wai,</div>
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<div dir="ltr">​Thank you for reaching out to us today.</div>
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<div dir="ltr">We can see that on September 6 RPM 83 at 4:00pm failed due to a problem connecting to the external screen. <span dir="ltr">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</span><span> include your AV provider in this thread so we can get
 that conversation going.</span> </div>
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<a href="https://apc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fen%2Fsupport%2Fsolutions%2Farticles%2F36000084204-what-are-my-must-have-devices-and-equipment-&amp;data=02%7C01%7Ckho.waihan%40virginactive.com.sg%7Cf166c6a73f9e4d15a27608d853f69241%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637351665780684976&amp;sdata=IOwmN8DRtudW1%2Fk8hFKWXBoWRPR3L6TNDBGwkvoJJVc%3D&amp;reserved=0" rel="noreferrer" target="">Here
 is a link to the equipment required for a smooth Virtual experience.</a><br>
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<div dir="ltr">​</div>
<div dir="ltr">Kind regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://apc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3909&amp;data=02%7C01%7Ckho.waihan%40virginactive.com.sg%7Cf166c6a73f9e4d15a27608d853f69241%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637351665780684976&amp;sdata=DEuq79e3mmm8VZIVO%2BhKQfOzGm6nJWxhvtyywolYtW8%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3909</a>
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<blockquote class="x_freshdesk_quote">On Wed, 9 Sep at 1:04 AM <span class="x_separator">
, Wai Han &lt;[email-masked]&gt; wrote:
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<h2>Submitted data</h2>
<div>The following data was submitted. </div>
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<th>Field name</th>
<th>Submitted data</th>
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<th>Email address</th>
<td dir="ltr">[email-masked]</td>
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<th>your name</th>
<td dir="ltr">Wai Han</td>
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<th>country</th>
<td>Singapore</td>
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<th>Text box</th>
<td>VIRTUAL RPM not playing as scheduled</td>
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<th>Question</th>
<td>I need technical support</td>
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<th>Customer</th>
<td>Yes</td>
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<th>Username</th>
<td>243701</td>
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<th>Phone</th>
<td dir="ltr">+6596834476</td>
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<th>Comments</th>
<td>Video doesnt play as per scheduled time. There are about 5 to 6 videos (same releases) scheduled per day and this happens on an average of once a day. Ipad shows video is "now playing " but no visuals and sound. I have to stop the video and do a manual
 play from the video library. Checked connections and everything seems OK (since I m able to do a manual play). Please also contact club manager Aschton Hansen +65 8339 3858 or IT Specialist Ashley Merrick +65 8125 4935 if you can't get me over the phone. Thank
 you!</td>
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<img alt="" width="1" height="1" style="height:1px!important; width:1px!important; border-width:0!important; margin-top:0!important; margin-bottom:0!important; margin-right:0!important; margin-left:0!important; padding-top:0!important; padding-bottom:0!important; padding-right:0!important; padding-left:0!important" src="https://u6876362.ct.sendgrid.net/wf/open?upn=r3XecG9Oeir8G6iSrKDq5JRPkH0CFsrEeuRlqoo76keFr743w5lz-2FzxUzmsWhHIYsyIu651LKvr7tlYo6elXosH8MPjSFTjiEgUqvgPfynZ-2Fh9qValzqt5fYIl2MGmsO4N08od2p2qOyIcuJQwf5Jhfch2KA9sK-2BUy-2F-2FRINsBW3KgDSnXTxqqRVGqFG4kQtHOEbwMO35f7Z55qfTBL8RaeLpmNFBB-2BtDsoB6LGBXGbeGpILZCVbBjKeJKWdT-2BPjV">
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3909