Subject: New Reply Received - RE: Update
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 16 Oct 2020 17:51:16 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  RE: Update  Ticket comment <div dir="ltr">thanks.....i think we are good. <br><div><div dir="ltr" class="gmail_signature"><div dir="ltr"><div><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr"><div dir="ltr">
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<div><b><font>Andrew J Gallant, General Manager</font></b></div>
<div><font><b>Beverly Athletic Club </b></font></div>
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<font>7 Reservoir Road, </font><span style="font-family:verdana,sans-serif;font-size:12.8000001907349px">Beverly, MA 01915 TEL:978-927-0920 Ext: 14</span><span style="font-family:verdana,sans-serif;font-size:12.8000001907349px">    </span>
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<font>600 Cummings Center, </font><span style="font-size:12.8000001907349px;font-family:verdana,sans-serif">Beverly, MA 01915 TEL:978-927-0921</span><span style="font-size:12.8000001907349px;font-family:verdana,sans-serif"> </span>
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<div>On Fri, Oct 16, 2020 at 1:04 PM Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:<br>
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<div dir="ltr">Hi Andrew,<br><br>
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<div><span style='font-size:10.5pt;font-family:"Segoe UI",sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'>This is a follow-up email from LES MILLS Virtual Support.  </span></div>
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<div><span style='font-size:10.5pt;font-family:"Segoe UI",sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'>I hope you are doing well.  </span></div>
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<div><span style='font-size:10.5pt;font-family:"Segoe UI",sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'>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.</span></div>
<div><span style='font-size:10.5pt;font-family:"Segoe UI",sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'><br></span></div>
<div><span style='font-size:10.5pt;font-family:"Segoe UI",sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif' dir="ltr">If you've got any problems pertaining to the above issue, please do write back to us.</span></div>
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<div dir="ltr">Kind regards,<br>Olesia<br>Customer Services<br>Les Mills Virtual App</div>
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<br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4008" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4008</a>
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                            On
                            Tue, 13 Oct at  6:55 AM
                            <span>,  Les Mills International &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:
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<div dir="ltr">Hi Andrew,</div>
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<div dir="ltr">This is a follow up email regarding your playback issue.</div>
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<div dir="ltr">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?<br><br>We look forward for your reply. We will keep this ticket open for a couple more days. <br>
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<div dir="ltr">Best Regards,<br>​Olesia<br>Customer Services<br>Les Mills Virtual App<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4008" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4008</a>
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                            On
                            Mon, 5 Oct at  3:17 AM
                            <span>,  Les Mills International &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:
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<div dir="ltr">Hi Andrew,</div>
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<div dir="ltr">Thank you for your quick reply.</div>
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<div dir="ltr">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.</div>
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<div dir="ltr">You can read more about an EDID and why you need one for the setup here:</div>
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<div dir="ltr"><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084205-what-is-an-edid-and-why-would-i-need-one-" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084205-what-is-an-edid-and-why-would-i-need-one-</a></div>
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<div dir="ltr">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. </div>
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<div dir="ltr"> Do let us know if you need further information on this. </div>
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<div dir="ltr">Best Regards,<br>Pritish<br>Customer Services<br>Les Mills Virtual App<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4008" rel="noreferrer" target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4008</a>
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                            On
                            Mon, 5 Oct at  2:19 AM
                            <span>,  Andrew J Gallant &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:
                            <div dir="auto">What is EDID? </div>
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<div>On Sun, Oct 4, 2020 at 9:10 AM Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer" target="_blank">[email-masked]</a>&gt; wrote:<br>
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<br><br><div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>​Hi Andrew,</div>
<br><br><div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>​<br><br><br>
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<br><br><div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Thank you for confirming. </div>
<br><br><div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>​<br><br><br>
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<br><br><div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Could you please advise on the make and model of the EDID you are using?</div>
<br><br><div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>​<br><br><br>
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<br><br><div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>As suggested by our Level 2 support, you could get this information from your AV provider who installed the Virtual Setup for the club.</div>
<br><br><div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'><br></div>
<br><br><div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Also, do let us know if the apple adapter used is a genuine one. </div>
<br><br><div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'><br></div>
<br><br><div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>You could probably check the link below for the recommended equipment to run Virtual smoothly:</div>
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<br><br><div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'> <a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-" rel="noreferrer" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif' target="_blank">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-</a><br><br>
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<br><br><div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>It is very important to use the recommended equipment to ensure the Virtual works without interruption.</div>
<br><br><div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>​<br><br><br>
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<br><br><div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>​Looking forward to your response.</div>
<br><br><div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'><br></div>
<br><br><div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Best Regards,</div>
<br><br><div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Pritish</div>
<br><br><div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Customer Services </div>
<br><br><div dir="ltr" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Les Mills Virtual App</div>
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<br><br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4008" rel="noreferrer" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif' target="_blank">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4008</a>
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<br><br>                            On<br><br>                            Sat, 3 Oct at 10:40 AM<br><br>                            <span style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>,  Andrew J Gallant &lt;<a href="mailto:[email-masked]" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif' rel="noreferrer" target="_blank">[email-masked]</a>&gt;  wrote:<br><br>                            <div dir="auto" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Was working perfectly fine until yesterday.  </div>
<br><br><div dir="auto" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'><br></div>
<br><br><div dir="auto" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>We are using the recommended iPad. </div>
<br><br><div dir="auto" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'><br></div>
<br><br><div dir="auto" style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif'>Yes it’s happening with scheduled classes. </div>
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<div><b><font>Andrew J Gallant, General Manager</font></b></div>
<div><font><b>Beverly Athletic Club </b></font></div>
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<font>7 Reservoir Road, </font><span style="font-family:verdana,sans-serif;font-size:12.8px">Beverly, MA 01915 TEL:978-927-0920 Ext: 14</span><span style="font-family:verdana,sans-serif;font-size:12.8px">    </span>
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<font>600 Cummings Center, </font><span style="font-size:12.8px;font-family:verdana,sans-serif">Beverly, MA 01915 TEL:978-927-0921</span><span style="font-size:12.8px;font-family:verdana,sans-serif"> </span>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4008