Subject: New Reply Received - Virtual App Support - Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 08 Sep 2020 17:31:31 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual App Support - Les Mills  Ticket comment <div dir="auto" style="direction: ltr; margin: 0; padding: 0; font-family: sans-serif; font-size: 11pt; color: black">
Hello,<br>
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Yes all genuine Apple hardware.<br>
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Will share the EDID device with you tomorrow if I get chance to go to the site.<br>
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Thanks,<br>
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<div dir="auto" style="direction: ltr; margin: 0; padding: 0; font-family: sans-serif; font-size: 11pt; color: black">
Ashley <span id="ms-outlook-android-cursor"></span><br>
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Wednesday, September 9, 2020 1:30:03 AM<br>
<b>To:</b> Kho Waihan &lt;[email-masked]&gt;<br>
<b>Cc:</b> Ashley Merrick &lt;[email-masked]&gt;; Aschton Hansen &lt;[email-masked]&gt;; Kho Waihan &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Virtual App Support - Les Mills
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<div dir="ltr">Hi Ashly,</div>
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<div dir="ltr">Thank you for your reply.</div>
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<div dir="ltr">In this case, could you please confirm that you are using a genuine Apple adapter. And please share your EDID make and model with us.<br>
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<div dir="ltr">​<br>
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<div dir="ltr">Kind regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App <br>
<br>
Ticket: <a href="https://apc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3909&amp;data=02%7C01%7Cashley.merrick%40virginactive.com.sg%7Cdcda9ade5a4241664db308d8541cd3dc%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637351830102867148&amp;sdata=a4flpTtOdiutHqZWcPZG4B%2FR1bKRlOeynvtiOoYGYX4%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 6:02 AM <span class="x_separator">
, Ashley Merrick &lt;[email-masked]&gt; wrote:
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Hello,<br>
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I completed the install myself.<br>
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The setup is exactly as your guide and the diagram you have attached in your email no differences.<br>
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We have two sites, I used the exact same hardware at both sites, however it only seems an issue at Holland Village.<br>
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I will try changing the HDMI cables to see if this helps, however I got the club to check the LED's on the EDID emulator and during the issue the in and out was both showing as connected and working and no loss of signal.<span id="x_ms-outlook-android-cursor"></span><br>
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<div dir="auto" style="direction:ltr; margin:0; padding:0; font-family:sans-serif; font-size:11pt; color:black">
But I will try a new HDMI cable and feedback.<br>
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Thanks,<br>
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<div dir="auto" style="direction:ltr; margin:0; padding:0; font-family:sans-serif; font-size:11pt; color:black">
Ashley<br>
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<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Wednesday, September 9, 2020 12:55:22 AM<br>
<b>To:</b> Kho Waihan &lt;[email-masked]&gt;<br>
<b>Cc:</b> Ashley Merrick &lt;[email-masked]&gt;; Aschton Hansen &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Virtual App Support - Les Mills </div>
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<div dir="ltr">Hi Ashly,</div>
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<div dir="ltr">​I hope you are doing well.</div>
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<div dir="ltr">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. </div>
<img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzMzNjk4MTMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.cpOt2uUbew3LXzFP7wNj-vYa34iriOKrKykAhcP-hKE" style="width:auto; display:block; vertical-align:top; margin:5px auto 5px 0px; text-align:left">
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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%7Cashley.merrick%40virginactive.com.sg%7Cdcda9ade5a4241664db308d8541cd3dc%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637351830102877142&amp;sdata=sj3hrdnWycHZST6HIIgQB8jPFft66bEVXez8v0KYKlQ%3D&amp;reserved=0" rel="noreferrer" target="_blank">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>
</div>
<div dir="ltr">
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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%7Cashley.merrick%40virginactive.com.sg%7Cdcda9ade5a4241664db308d8541cd3dc%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637351830102877142&amp;sdata=3dpqVwBnTSYXk7Osi2q%2BTeaVX8U0zNK5NlyWzemzs%2BE%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3909</a> </div>
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<blockquote class="x_x_freshdesk_quote">On Wed, 9 Sep at 2:33 AM <span class="x_x_separator">
, Wai Han &lt;[email-masked]&gt; wrote:
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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="x_x__1OtrSZdhKXVv3UhaivrdJ4 x_x_mention x_x_ms-bgc-nlr x_x_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: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>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 </div>
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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%7Cashley.merrick%40virginactive.com.sg%7Cdcda9ade5a4241664db308d8541cd3dc%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637351830102887135&amp;sdata=AmxY8Vpp7nbupUnmx3uPmReKIBT%2FSIj2cQppNaF8RxI%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>
<br>
Ticket: <a href="https://apc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3909&amp;data=02%7C01%7Cashley.merrick%40virginactive.com.sg%7Cdcda9ade5a4241664db308d8541cd3dc%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637351830102897132&amp;sdata=ZeSG4ozh0IbPRVqg%2B9PsQxPDLtHMvlXLnWBKICY%2B5Sc%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3909</a> </div>
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