Subject: New Reply Received - Gymnasion Joure: Sound & screen not in sync
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 16 Sep 2020 10:57:28 +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">Hi Olesia,</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">Thanks for your email.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">They found the problem, the Bluetooth connection caused the delay.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">Today the problem will be solved bij there IT man.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">You can close this ticket and thanks for your support.</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">Kind Regards,</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">Jeanine</span></div>
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<div>Van: Les Mills International &lt;[email-masked]&gt;
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<b>Verzonden:</b> woensdag 16 september 2020 1:57<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;; [email-masked]<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 Marjo,</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'>Could you check our previous email? If so, please share with us the information we requested to further investigate this issue.</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://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 Sat, 12 Sep at 1:27 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 ​Jeanine,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your patience.
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>In order to diagnose the issue, you have raised we would definitely need the confirmation of what equipment is being used. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>In addition, we would need to know if you are not using the headphone jack to extract the audio. Audio and Video is sent via the Apple Adapter&gt;&gt;HDMI Cable&gt;&gt; EDID. The audio
 needs to be extracted from the EDID for uninterrupted playback and sound. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We will wait for the equipment confirmation from you so that we can advise further. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Many thanks,<br>
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​Pritish<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, 11 Sep at 4:18 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 Jeani,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for the video.<br>
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We are checking this with our Level 2 team and will get back to you shortly.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Many thanks,<br>
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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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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 11 Sep at 3:26 AM
<span class="separator">, Jeanine Schulenklopper &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 Olesia,<br>
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Did you already have the time to check the video the club sent?<br>
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Kr, Jeanine<br>
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-----Oorspronkelijk bericht-----</span></div>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Van:
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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Verzonden: donderdag 10 september 2020 12:40<br>
Aan: <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
CC: Jeanine Schulenklopper &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
Onderwerp: RE: Gymnasion Joure: Sound &amp; screen not in sync<br>
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Hello Olysia,<br>
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hereby I send you the video with the sound issue. It only happens when we put on de Ipad during the lesson (we allready filled in the day with the lessons, not On Demand), when the next lesson starts the sound issue is gone.<br>
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I am waiting for the other information about the installation. Hope to send you that info soon.<br>
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Met sportieve groet, <br>
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Marjo Dijkhof<br>
Sportcentrum Gymnasion<br>
Zuidervelstraat 2b<br>
8501 KC Joure<br>
T: 0513-418800<br>
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----- Oorspronkelijk bericht -----<br>
Van: "Les Mills International" &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
Aan: <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
Cc: <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>, "Jeanine Schulenklopper" &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;, "Gymnasion" &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
Verzonden: Dinsdag 8 september 2020 18:10:52<br>
Onderwerp: Re: Gymnasion Joure: Sound &amp; screen not in sync<br>
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Hi Marjo, We are following up with the issue in your Club. Please share with us a short video about the sound issue. 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. We look forward to hearing from you. Kind
 regards, Olesia Customer Services Les Mills Virtual App<br>
Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3879" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3879</a> <br>
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Wed, 9 Sep at 3:43 AM<br>
, Jeanine Schulenklopper &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:<br>
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Hi Olysia, <br>
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In this email I’ve added the mailadres of Marjo. She is the contact of gymnasion.
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Could you try to help her with the error? <br>
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Thanks in advance, <br>
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Kr, Jeanine <br>
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Van: Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
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Verzonden: maandag 7 september 2020 11:21 <br>
Aan: Kirsten Vesters &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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CC: 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;
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Onderwerp: Re: Gymnasion Joure: Sound &amp; screen not in sync <br>
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Hi Jeanine, <br>
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This is a follow up email. <br>
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Were you able to contact Gymnasion Joure Club again and request information about their AV setup?
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Many thanks, <br>
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Olesia <br>
Customer Services <br>
Les Mills Virtual App <br>
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Ticket: <br>
<a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3879" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3879</a>
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3879:859387</span></div>
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