Subject: Ticket re-opened - [#4008] RE: Update
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 16 Oct 2020 17:51:16 +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   thanks.....i think we are good.              
    
 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 16, 2020 at 1:04 PM Les Mills International <[email-masked]> wrote: 

	 
 Hi Andrew,  

 This is a follow-up email from LES MILLS Virtual Support.   
   
 I hope you are doing well.   
   
 I'm temporarily setting the status of this ticket as resolved as I'm not able to get in contact with you.  This can be re-opened at any time by responding to this email. 
   
 If you've got any problems pertaining to the above issue, please do write back to us. 

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

                           
                            On
                            Tue, 13 Oct at  6:55 AM
                            ,  Les Mills International <[email-masked]>  wrote:
                             
 Hi Andrew, 
   
 This is a follow up email regarding your playback issue. 
   
 Have you tried replacing the Apple adapter or HDMI cables? If so, did it solve the problem? Were you able to contact your AV provider for the AV setup details we requested? We have shared with you an article about the EDID emulator that we recommend to install in every club to keep Virtual running smoothly. Did you manage to identify this hardware in your AV installation?  We look forward for your reply. We will keep this ticket open for a couple more days.  

 Best Regards, ​Olesia Customer Services Les Mills Virtual App  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4008

                           
                            On
                            Mon, 5 Oct at  3:17 AM
                            ,  Les Mills International <[email-masked]>  wrote:
                             
 Hi Andrew, 
 ​ 
 Thank you for your quick reply. 
 ​ 
 A video EDID is part of the required setup for LES MILLS Virtual and ensures a reliable playback experience.  If an EDID is not in the place you may experience a frozen screen, no video at all, audio issues, and generally unstable playback. 
 ​ 
 
 You can read more about an EDID and why you need one for the setup here: 
 ​ 
 https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084205-what-is-an-edid-and-why-would-i-need-one- 
 ​ 
 
 If you have not installed an EDID yet then you should speak to your AV provider to get it installed for an uninterrupted Virtual experience.  
 ​ 
 
  Do let us know if you need further information on this.  
 ​ 
 Best Regards, Pritish Customer Services Les Mills Virtual App  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4008

 
                           
                            On
                            Mon, 5 Oct at  2:19 AM
                            ,  Andrew J Gallant <[email-masked]>  wrote:
                             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.  

  

                              

  

  --             
    
 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