Subject: Ticket re-opened - [#4008] RE: Update
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Sun, 04 Oct 2020 13:19:01 +0000

Hi Pritish Nandi,  Ticket “#4008 – RE: Update” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4008 to view the ticket.  Ticket comment   What is EDID?  

 
  
 On Sun, Oct 4, 2020 at 9:10 AM Les Mills International <[email-masked]> wrote: 

  	 
   ​Hi Andrew, 
   ​   
 
   Thank you for confirming.  
   ​   
 
   Could you please advise on the make and model of the EDID you are using? 
   ​   
 
   As suggested by our Level 2 support, you could get this information from your AV provider who installed the Virtual Setup for the club. 
     
   Also, do let us know if the apple adapter used is a genuine one.  
     
   You could probably check the link below for the recommended equipment to run Virtual smoothly: 
   ​ 
    https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-  

   It is very important to use the recommended equipment to ensure the Virtual works without interruption. 
   ​   
 
   ​Looking forward to your response. 
     
   Best Regards, 
   Pritish 
   Customer Services  
   Les Mills Virtual App 
   ​   

   Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4008

   
                             
                              On                              Sat, 3 Oct at 10:40 AM                              ,  Andrew J Gallant <[email-masked]>  wrote:                               Was working perfectly fine until yesterday.   
     
   We are using the recommended iPad.  
     
   Yes it’s happening with scheduled classes.  

  

   On Fri, Oct 2, 2020 at 5:35 PM Les Mills International <[email-masked]> wrote:   

    	 
     Hi Andrew, 
     ​     
 
     I'm Charlotte from level 2 support.  Could you confirm the equipment in use, specifically the make and model of EDID please? Your AV provider should have this information.   
     ​we      
 
     Was the system running well before and does the problem occur for scheduled classes as well as ones played directly via the App in admin mode?  My initial thought is that a piece of equipment needs replacing, perhaps the Apple adapter or HDMI cable as these can wear down.   
     ​     
 
     Kind regards 
     ​ 
     Charlotte  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4008  

     
                               
                                On                              Sat, 3 Oct at 10:27 AM                              ,  Andrew J Gallant <[email-masked]>  wrote:                               

     Andrew J Gallant, General Manager 
     Beverly Athletic Club  
     
    7 Reservoir Road, Beverly, MA 01915 TEL:978-927-0920 Ext: 14        

    600 Cummings Center, Beverly, MA 01915 TEL:978-927-0921     

       

         

      
     On Fri, Oct 2, 2020 at 5:12 PM Mackenzie Betts <[email-masked]> wrote:     

               
     
     Hi Andrew, 
       
     From your screenshot it looks like the video is working, did your issue get resolved? 
       
     Live actively, 
       
     Mackenzie Betts | Customer Experience Specialist | LMUS 
     
    [email-masked]   | (312) 858-1715    

    Schedule a call with me    

    Click here to  find resources & information you need to re-open your club    

        

     

       
     
    Les Mills Club Portal Resources      Les Mills Instructor Portal Resources      Les Mills Brand   Central Marketing Resources    

         

    lesmills.com | Facebook | Twitter | Instagram | YouTube | LinkedIn   | Careers    

     
     
    From: Andrew J Gallant <[email-masked]>     Sent: Friday, October 2, 2020 4:09 PM   To: Support <[email-masked]>   Cc: Mackenzie Betts <[email-masked]>   Subject: Re: RE: Update    

 

 

     

      

         

 

         

     
     On Fri, Oct 2, 2020 at 2:47 PM Les Mills International <[email-masked]> wrote:    

 

       

     
     Hi Andrew, 

       
     
     ​ 

       
     
     ​Thank you for reaching out to us today. 

       

      

     
     Please provide us with a short video of the problem or a screenshot of the error message you see on iPad. 

       

      

     
     We look forward to hearing from you. 

       

      

     
     Kind regards,   Olesia   Customer Services   Les Mills Virtual App      Ticket:   https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4008 

       

     
           On      Sat, 3 Oct at 6:59 AM      , Andrew J Gallant <[email-masked]> wrote: 
     
     Yes........we need to keep closing out of it and relaunching it.  

     

     

     

     

       

       

    Andrew J Gallant, General Manager    

 

     
    Beverly Athletic Club     

 

     
          7 Reservoir Road, Beverly,   MA 01915 TEL:978-927-0920 Ext: 14        

 

     
          600   Cummings Center, Beverly, MA 01915  TEL:978-927-0921     

 

       

       

      

      

 

      

 

      

 

      

 

                  

            

     

     On Fri, Oct 2, 2020 at 1:53 PM Mackenzie Betts <[email-masked]> wrote:       

       

     

       

    Hi Andrew,    

 

     

      

     
     
    The app on the iPad keeps freezing? I’ve included the Help Desk to see if they have an idea of why this might be. It is not recommended to update the Virtual      App with IOS 14, as it’s not currently compatible with Virtual yet.    

 

     

      

     
     
    Live actively,    

 

     

      

     
     
    Mackenzie Betts | Customer Experience Specialist | LMUS    

 

     
          [email-masked]       | (312) 858-1715    

 

           Schedule a call with me 

       
     
           Click here to      find resources & information you need to re-open your club 

       

              

 

     

      

     

 

       

         

 

     
          Les Mills Club Portal Resources          Les Mills Instructor Portal   Resources          Les      Mills Brand Central Marketing Resources    

 

             

       

          lesmills.com | Facebook | Twitter | Instagram | YouTube | LinkedIn      | Careers    

 

     

      

     

           From: Andrew J Gallant <[email-masked]>               Sent: Friday, October 2, 2020 12:42 PM         To: Mackenzie Betts <[email-masked]>         Subject: Update 

       

       

      

     

     The system keeps freezing. 

       

     

 

 

       
     
     Can we update the system now?             

       

     

       

     

       

     

       

     

       

      

     

             

       

       

     
     
          Andrew J Gallant, General Manager    

 

 

       

          Beverly Athletic Club     

 

 

       

          7 Reservoir Road, Beverly,   MA 01915      TEL:978-927-0920 Ext: 14        

 

 

       

          600   Cummings Center, Beverly, MA 01915      TEL:978-927-0921     

 

 

             

       

     

 

 

       

      

      

      

      

      

      

      

      

      

      

      

      

      

      

      

      

      

      

      

      

 

 

 

 
     
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    Andrew J Gallant, General Manager    

 

    Beverly Athletic Club     

 

    7 Reservoir Road, Beverly, MA 01915  TEL:978-927-0920 Ext: 14        

 

    600 Cummings Center, Beverly, MA 01915  TEL:978-927-0921     

 

 

         

 

 

      

 

      

 

      

 

      

 

      

 

                                  

      

  --             
      
   Andrew J Gallant, General Manager 
   Beverly Athletic Club  
   
  7 Reservoir Road, Beverly, MA 01915 TEL:978-927-0920 Ext: 14      

  600 Cummings Center, Beverly, MA 01915 TEL:978-927-0921   

     

  

 

 
      	                
  --             
    
 Andrew J Gallant, General Manager 
 Beverly Athletic Club  
 
7 Reservoir Road, Beverly, MA 01915 TEL:978-927-0920 Ext: 14    

600 Cummings Center, Beverly, MA 01915 TEL:978-927-0921