Subject: New Reply Received - TRIP VIRTUAL ISSUE
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 14 Sep 2020 09:23:38 +0000 (UTC)

Hi Pritish Nandi,  The customer has responded to the ticket.  TRIP VIRTUAL ISSUE  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi, </span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">I attach the video and the AV system schematic. The club told me that when the choreography is getting fast the quality of the image is poor/low. </span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">Thanks, </span></div>
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<b><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:black'>Marc Raya</span></b><b><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black'> </span></b><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'>| </span><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray'>Departamento de Asesoramiento</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'> | </span><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray'>AEFA LES MILLS</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'> | </span><u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#0563c1'><a href="mailto:[email-masked]" target="_blank" rel="noreferrer"><span style="color:#1155cc">[email-masked]</span></a></span></u>
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<span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#7f7f7f'>c/ Immaculada, 23  |  08017 Barcelona  |  Telf. 932 124 613  |  Fax 932 115 110 </span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'>| </span><u><span style="font-size:9.0pt;color:#0563c1"><a href="http://www.lesmills.es/" target="_blank" rel="noreferrer"><span style='font-family:"Arial",sans-serif;color:#0563c1'>www.lesmills.es</span></a></span></u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray'>  |  </span><u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#0563c1'><a href="http://www.lesmills.com/" target="_blank" rel="noreferrer"><span style="color:#1155cc">www.lesmills.com</span></a></span></u>
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<div class="MsoNormal"><a href="http://www.lesmills.es/united" rel="noreferrer"><span style="text-decoration:none"><img width="589" height="147" style="width:6.1354in;height:1.5312in" id="Imagen_x0020_1" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzM3NTU3OTksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.9aKu5V0GfeKxyt6QIEYxyim8fbp32Nq84swP1doCXTo"></span></a></div>
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<a href="https://www.lesmills.es/" rel="noreferrer"><span style="text-decoration:none"><img width="227" height="29" style="width:2.3645in;height:.302in" id="Imagen_x0020_2" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzM3NTU4MDAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.7QBxvnITSMlrjmZz37ow43TON8Hbaxl4Vg-W7jYoH_A"></span></a>      <a href="https://www.facebook.com/AEFALESMILLS/" rel="noreferrer"><span style="text-decoration:none"><img width="31" height="31" style="width:.3229in;height:.3229in" id="Imagen_x0020_3" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzM3NTU4MDEsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.LCEUJOPPGfdJ_xMvY9WRlbKZvWdh_MHdV3KnAhWYBYo"></span></a>  <a href="https://www.instagram.com/tribulesmills/" rel="noreferrer"><span style="text-decoration:none"><img width="31" height="31" style="width:.3229in;height:.3229in" id="Imagen_x0020_4" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzM3NTU4MDIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.1MoaB1ZZfp3WOrzeTsIXbfu7aYl330k40ZVzKokBsF4"></span></a>  <a href="https://www.youtube.com/user/aefalesmills" rel="noreferrer"><span style="text-decoration:none"><img width="31" height="31" style="width:.3229in;height:.3229in" id="Imagen_x0020_5" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzM3NTU4MDMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.GPwnlAkWDlAm2mQG4Gx345izNW-aPx2VK0eNCC5Xpy4"></span></a>  <a href="https://www.linkedin.com/company/1619205" rel="noreferrer"><span style="text-decoration:none"><img width="31" height="31" style="width:.3229in;height:.3229in" id="Imagen_x0020_6" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzM3NTU4MDQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.keiyG1snCqTJseaCguwp8xMzb2m5vXU1aPCLBZJYW8Q"></span></a>
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<b>De:</b> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; <br><b>Enviado el:</b> viernes, 04 de septiembre de 2020 15:14<br><b>Para:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br><b>Asunto:</b> Re: TRIP VIRTUAL ISSUE</div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Marc,</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for reaching out to support today.</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>According to our internal data at BIKE STUDIO and THE TRIP STUDIO, the system does not detect any problems. This looks like an AV issue. We kindly ask the Club to provide a short video on the issue, this will help us in further investigations.</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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. <br><img id="_x0000_i1025" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzMxMzQwOTgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.HEhsesjDOVj4qLHT02svSaGT6_q5uroBNdVY_SoOXTc"></span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Many thanks,<br><br>Olesia<br>Customer Services<br>Les Mills Virtual App<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3900" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3900</a></span></div></div>
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<div>On Sat, 5 Sep at 12:45 AM <span class="separator">, Marc &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote: </span><span class="separator"></span>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi, </span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>This club has video problems with Trip 19 and Trip 21. Sometimes, during the class the video loses its video quality and stays unfocussed few seconds. </span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Is this happening to other clubs in the world?</span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks</span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Les Mills Spain</span></div></div>
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Attachments :
1. <a href='http://lesmillsvirtualapp.freshdesk.com/helpdesk/attachments/36073755805'>WhatsApp Video 2020-09-07 at 14.44.31.mp4</a><br />2. <a href='http://lesmillsvirtualapp.freshdesk.com/helpdesk/attachments/36073755807'>AV schematic.pdf</a>
  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3900