Subject: Ticket re-opened - [#3879] 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,  Ticket “#3879 – Gymnasion Joure: Sound & screen not in sync” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3879 to view the ticket.  Ticket comment   
 Hi Olesia, 

  

 Thanks for your email. 

 They found the problem, the Bluetooth connection caused the delay. 

 Today the problem will be solved bij there IT man. 

 You can close this ticket and thanks for your support. 

  

 Kind Regards, 

  

 Jeanine 

  

 

 
  
 Van: Les Mills International <[email-masked]>
 
Verzonden: woensdag 16 september 2020 1:57 
Aan: Kirsten Vesters <[email-masked]> 
CC: Tom Botermans <[email-masked]>; Jeanine Schulenklopper <[email-masked]>; [email-masked] 
Onderwerp: Re: Gymnasion Joure: Sound & screen not in sync 

 

 

 Hi Marjo, 

 

   

 
 This is a quick follow up email. 

 

   

 
 Could you check our previous email? If so, please share with us the information we requested to further investigate this issue. 

 
 
 ​ 

 
 
 ​Kind regards, 
Olesia 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3879 

 

 
On Sat, 12 Sep at 1:27 AM
, Les Mills International <[email-masked]> wrote:

 

 
 Hi ​Jeanine, 

 
 
 ​ 

 
 
 Thank you for your patience.

 

 ​ 

 
 
 In order to diagnose the issue, you have raised we would definitely need the confirmation of what equipment is being used.  

 
 
 ​ 

 
 
 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>>HDMI Cable>> EDID. The audio
 needs to be extracted from the EDID for uninterrupted playback and sound.  

 

   

 
 We will wait for the equipment confirmation from you so that we can advise further.  

 
 
 ​ 

 
 
 Many thanks, 
 
​Pritish 
Customer Services 
Les Mills Virtual App 

 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3879 

 

  

 

 
 
On Fri, 11 Sep at 4:18 AM
, Les Mills International <[email-masked]> wrote:

 

 
 Hi Jeani, 

 
 
 ​ 

 
 
 Thank you for the video. 
 
We are checking this with our Level 2 team and will get back to you shortly. 

 

   

 
 Many thanks, 
 
Olesia 
Customer Services 
Les Mills Virtual App 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3879  

 

 
On Fri, 11 Sep at 3:26 AM
, Jeanine Schulenklopper <[email-masked]> wrote:

 

 Hi Olesia, 
 
Did you already have the time to check the video the club sent? 
 
Kr, Jeanine 
 
-----Oorspronkelijk bericht----- 

 

 
 Van:
[email-masked] <[email-masked]>
 
Verzonden: donderdag 10 september 2020 12:40 
Aan: [email-masked] 
CC: Jeanine Schulenklopper <[email-masked]> 
Onderwerp: RE: Gymnasion Joure: Sound & screen not in sync 

 
Hello Olysia, 
 
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. 
 
I am waiting for the other information about the installation. Hope to send you that info soon. 
 
Met sportieve groet,  
 
Marjo Dijkhof 
Sportcentrum Gymnasion 
Zuidervelstraat 2b 
8501 KC Joure 
T: 0513-418800 
 
----- Oorspronkelijk bericht ----- 
Van: "Les Mills International" <[email-masked]> 
Aan: [email-masked] 
Cc: [email-masked], "Jeanine Schulenklopper" <[email-masked]>, "Gymnasion" <[email-masked]> 
Verzonden: Dinsdag 8 september 2020 18:10:52 
Onderwerp: Re: Gymnasion Joure: Sound & screen not in sync 
 
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 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3879  
 
On 
Wed, 9 Sep at 3:43 AM 
, Jeanine Schulenklopper <[email-masked]> wrote: 
 
Hi Olysia,  

 

In this email I’ve added the mailadres of Marjo. She is the contact of gymnasion.

 
Could you try to help her with the error?  

 

 

Thanks in advance,  

 

Kr, Jeanine  

 

 

 

 

 

 

 
 
Van: Les Mills International <[email-masked]> 
 
Verzonden: maandag 7 september 2020 11:21  
Aan: Kirsten Vesters <[email-masked]>
 
CC: Tom Botermans <[email-masked]>; Jeanine Schulenklopper <[email-masked]>
 
Onderwerp: Re: Gymnasion Joure: Sound & screen not in sync  

 

 

 

Hi Jeanine,  

 

 

 

 
 
This is a follow up email.  

 

 

 

 
 
Were you able to contact Gymnasion Joure Club again and request information about their AV setup?

 

 

 

 

Many thanks,  

 

 
 
Olesia  
Customer Services  
Les Mills Virtual App  

 

 
 
Ticket:  
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3879

 

 

 

3879:859387 

 

 

 

 

 
3879:859387