Subject: New Reply Received - Virtual App Support - Les Mills
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 10 Sep 2020 10:13:44 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual App Support - Les Mills  Ticket comment <div class="WordSection1">
<div class="MsoNormal">Hello,</div>
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The club have informed me the last 24 hours there is no issues.</div>
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<div class="MsoNormal">I plan to go to the club in the next few days check the make / model and swap the HDMI.</div>
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<div class="MsoNormal">However currently as its working with no further issues I haven’t rushed over to the site.</div>
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<span style='font-size:10.5pt;font-family:"Arial",sans-serif'>Thanks,</span><b><span lang="EN-SG" style='font-size:12.0pt;font-family:"Arial",sans-serif;color:#E10A0A'></span></b>
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<b><span lang="EN-SG" style='font-size:12.0pt;font-family:"Arial",sans-serif;color:#E10A0A'>ASHLEY</span></b><span lang="EN-SG" style='font-size:12.0pt;font-family:"Arial",sans-serif;color:#E10A0A'> Merrick</span><span lang="EN-SG" style="color:#B3B3B3"></span>
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<div class="MsoNormal"><span style='font-size:10.5pt;font-family:"Arial",sans-serif'>IT Infrastructure &amp; Service Delivery Manager
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<a href="http://www.virginactive.com.sg/" rel="noreferrer"><span lang="EN-SG" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#4D4D4D'>virginactive.com.sg</span></a><span lang="EN-SG" style="font-size:8.0pt;color:#4D4D4D"></span>
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<a href="http://www.virginactive.com.sg/" rel="noreferrer"><span lang="EN-GB" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#B3B3B3;mso-fareast-language:EN-GB;text-decoration:none'><img width="94" height="46" style="width:.9791in;height:.4791in" id="Picture_x0020_1" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzM1MzE3ODksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.grWSYS1FpfOTNnnbGPwQBBkX-EpIkDic0UPB6EKsP4I"></span></a><span lang="EN-SG" style="font-size:8.0pt;color:#B3B3B3"></span>
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<span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#B3B3B3'>VIRGIN ACTIVE SINGAPORE</span><span lang="EN-SG" style="font-size:8.0pt;color:#B3B3B3"></span>
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<span style='font-size:8.5pt;font-family:"Arial",sans-serif;color:#B3B3B3'>#10-02, SGX Centre 1, 2 Shenton Way, Singapore </span><span lang="EN-SG" style='font-size:8.5pt;font-family:"Arial",sans-serif;color:#B3B3B3'>068804</span><span lang="EN-SG" style='font-size:8.5pt;font-family:"Times New Roman",serif;color:#B3B3B3'></span>
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<div>From: Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Thursday, 10 September 2020 6:05 pm<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</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Ashley,</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'>Did you manage to visit the site and check the EDID make and model?</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 <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%7Cashley.merrick%40virginactive.com.sg%7C11808e17458143a1663608d85570ef4f%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637353290832012785&amp;sdata=4SpGIcn1Ny%2BuCvDMByEDsh7waYSs9HqHSByqOSWmmzg%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3909</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Wed, 9 Sep at 6:31 AM
<span class="separator">, Ashley Merrick &lt;[email-masked]&gt; wrote:
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-family:"Arial",sans-serif;color:black'>Hello,</span></div>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-family:"Arial",sans-serif;color:black'>Yes all genuine Apple hardware.</span></div>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-family:"Arial",sans-serif;color:black'>Will share the EDID device with you tomorrow if I get chance to go to the site.</span></div>
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<div class="MsoNormal"><span style='font-family:"Arial",sans-serif;color:black'>Thanks,</span></div>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-family:"Arial",sans-serif;color:black'>Ashley
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<div class="MsoNormal"><span style='font-family:"Arial",sans-serif;color:black'>Get
<a href="https://apc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Faka.ms%2Fghei36&amp;data=02%7C01%7Cashley.merrick%40virginactive.com.sg%7C11808e17458143a1663608d85570ef4f%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637353290832012785&amp;sdata=ahRUJGPUTVIC9NAS9te981XzUljwU6x%2BTGyIwUoXlmw%3D&amp;reserved=0" rel="noreferrer">
Outlook for Android</a> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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 </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Ashly,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your reply.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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.</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 <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%7Cashley.merrick%40virginactive.com.sg%7C11808e17458143a1663608d85570ef4f%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637353290832012785&amp;sdata=4SpGIcn1Ny%2BuCvDMByEDsh7waYSs9HqHSByqOSWmmzg%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3909</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Wed, 9 Sep at 6:02 AM
<span class="xseparator">, Ashley Merrick &lt;[email-masked]&gt; wrote:
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-family:"Arial",sans-serif;color:black'>Hello,</span></div>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-family:"Arial",sans-serif;color:black'>I completed the install myself.</span></div>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-family:"Arial",sans-serif;color:black'>The setup is exactly as your guide and the diagram you have attached in your email no differences.</span></div>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-family:"Arial",sans-serif;color:black'>We have two sites, I used the exact same hardware at both sites, however it only seems an issue at Holland Village.</span></div>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-family:"Arial",sans-serif;color:black'>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></div>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-family:"Arial",sans-serif;color:black'>But I will try a new HDMI cable and feedback.</span></div>
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<div class="MsoNormal"><span style='font-family:"Arial",sans-serif;color:black'>Thanks,</span></div>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-family:"Arial",sans-serif;color:black'>Ashley</span></div>
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<div class="MsoNormal"><span style='font-family:"Arial",sans-serif;color:black'>Get
<a href="https://apc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Faka.ms%2Fghei36&amp;data=02%7C01%7Cashley.merrick%40virginactive.com.sg%7C11808e17458143a1663608d85570ef4f%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637353290832022780&amp;sdata=ajbUAv9ziAGF0%2Fssj2sNVx%2FrXFjt9Uxl26SAGud4bxc%3D&amp;reserved=0" rel="noreferrer">
Outlook for Android</a> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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 </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Ashly,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​I hope you are doing well.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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.
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><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%7C11808e17458143a1663608d85570ef4f%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637353290832022780&amp;sdata=f5ZriB%2BTHiKvirSh4TVG%2B0SRRxujEX4aK%2BfSA5%2B9%2FJA%3D&amp;reserved=0" target="_blank" rel="noreferrer">Here
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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://apc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Flesmillsvirtualapp.freshdesk.com%2Fhelpdesk%2Ftickets%2F3909&amp;data=02%7C01%7Cashley.merrick%40virginactive.com.sg%7C11808e17458143a1663608d85570ef4f%7C323ed017e5064d31827e5686f5130675%7C1%7C0%7C637353290832032776&amp;sdata=NUXYNY8Vj2dxrnDjVjsGHqJ75MnMCE6diYUkP%2FpXd64%3D&amp;reserved=0" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3909</a> </span></div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3909