Subject: New Reply Received - Les Mills Britomart
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 26 Oct 2020 22:25:32 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Les Mills Britomart  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">HI there Nicki, </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">I believe I reset the visionary box, but they there is no visual at all.
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Please can you send someone out ASAP
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Best time to come out is either around 8am or 2pm</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Thanks </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Ben </span></div>
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<td align="left" style="vertical-align:top;color:#000001;font-family:Arial">Ben Varcoe<span style="font-family:remialcxesans;font-size:1px;color:#FFFFFF;line-height:1px">​</span>
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<td align="left" style="vertical-align:top;font-family:Arial">Facility Manager</td>
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<td align="left" style="vertical-align:top;font-family:Arial">Les Mills Britomart</td>
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<td align="left" style="vertical-align:top;font-family:Arial"><a href="mailto:[email-masked]" target="_blank" id="LPlnk689713" style="text-decoration:none;color:#0070C0" rel="noreferrer"><strong style="font-weight:400"><span style="text-decoration:underline">[email-masked]</span></strong></a></td>
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<td align="left" style="vertical-align:top;font-family:Arial">2 Britomart Place</td>
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<td align="left" style="vertical-align:top;font-family:Arial"><a href="http://www.lesmills.co.nz/" target="_blank" id="LPlnk689713" style="text-decoration:none;color:#0070C0" rel="noreferrer"><strong style="font-weight:400"><span style="text-decoration:underline">www.lesmills.co.nz</span></strong></a></td>
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<tr style="font-size:0"><td align="left" style="vertical-align:top"><table cellpadding="0" cellspacing="0" border="0" style="font-size:0;color:#7F7F7F;font-style:normal;font-weight:400;white-space:nowrap"><tbody><tr style="font-size:10.67px"><td align="left" style="vertical-align:top;font-family:Arial">P: <a target="_blank" id="LPlnk689713" style="text-decoration:none;color:#7F7F7F" rel="noreferrer"><strong style="font-weight:400">(09) 522 0095</strong></a> </td></tr></tbody></table></td></tr>
<tr style="font-size:0"><td align="left" style="vertical-align:top"><table cellpadding="0" cellspacing="0" border="0" style="font-size:0;line-height:normal"><tbody><tr style="font-size:0"><td align="left" style="padding:10px 0;vertical-align:top"><a href="http://www.lesmills.co.nz/" target="_blank" id="LPlnk689713" style="text-decoration:none" rel="noreferrer"><img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzcwMzMwMjgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.vNSRYxRL-NUYphZviwPbgsHT0VHUc_gzyzrp-bTgSyo" width="372" alt="" style="width:372px;min-width:372px;max-width:372px;font-size:0"></a></td></tr></tbody></table></td></tr>
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<div>From:<span lang="EN-US"> Nicki Carter &lt;[email-masked]&gt;
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<b>Sent:</b> Tuesday, 27 October 2020 11:09 AM<br>
<b>To:</b> Ben Varcoe &lt;[email-masked]&gt;; Les Mills International &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked]; Joanna Vaauli &lt;[email-masked]&gt;; Amy Lu &lt;[email-masked]&gt;<br>
<b>Subject:</b> RE: Les Mills Britomart</span>
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<div class="MsoNormal"><span style="color:#1F497D;mso-fareast-language:EN-US">HI there</span></div>
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<div class="MsoNormal"><span style="color:#1F497D;mso-fareast-language:EN-US">Hmm the Visionary box could need to be rebooted.</span></div>
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<div class="MsoNormal"><span style="color:#1F497D;mso-fareast-language:EN-US">Did you want to try that or should I arrange a technician to come down?</span></div>
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<div class="MsoNormal"><span style="color:#1F497D;mso-fareast-language:EN-US">Thanks</span></div>
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<div class="MsoNormal"><span style="color:#1F497D;mso-fareast-language:EN-US">Nicki</span></div>
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<b><span lang="EN-US">From:</span></b><span lang="EN-US"> Ben Varcoe [<a href="mailto:[email-masked]" rel="noreferrer">mailto:[email-masked]</a>]
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<b>Sent:</b> Tuesday, 27 October 2020 11:05 AM<br>
<b>To:</b> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>; Joanna Vaauli &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Amy Lu &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Nicki
 Carter &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> RE: Les Mills Britomart</span>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">HI Olesia, </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">I have done will be checks, changed adapters etc. on list you provided and nothing fixes the issues.  I have cc’d Provision (Nicki) into the email now too</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Nicki, do you have any ideas how to fix it. (as below, there is sound but the picture is pixel and stuck on title screen- as seen in pictures).
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">If need be please give me a call on 0220903793 if you need further explanation.
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Thanks </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Ben </span></div>
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<span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#000001'>Ben Varcoe</span><span style='font-size:1.0pt;font-family:"remialcxesans",serif;color:white'>​</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#000001'></span>
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<div class="MsoNormal"><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#595959'>Les Mills Britomart</span></div>
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<div class="MsoNormal"><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#595959'><a href="mailto:[email-masked]" target="_blank" rel="noreferrer"><strong><span style='font-family:"Arial",sans-serif;color:#0070C0;font-weight:normal'>[email-masked]</span></strong></a></span></div>
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<div class="MsoNormal"><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'>2 Britomart Place</span></div>
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<div class="MsoNormal"><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'>P: <a target="_blank" rel="noreferrer"><strong><span style='font-family:"Arial",sans-serif;color:#7F7F7F;font-weight:normal;text-decoration:none'>(09) 522 0095</span></strong></a> </span></div>
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<b><span lang="EN-US" style='font-size:12.0pt;font-family:"Times New Roman",serif'>From:</span></b><span lang="EN-US" style='font-size:12.0pt;font-family:"Times New Roman",serif'> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Sunday, 25 October 2020 11:49 PM<br>
<b>To:</b> Ben Varcoe &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>; Joanna Vaauli &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Amy Lu &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Les Mills Britomart</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Ben,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We can see that GRIT 28 Cardio at 4:00pm failed due to a problem connecting to the external screen. Reloading the content won't help in this case. I'd suggest trying an alternative
 Apple adapter, switching out the HDMI cables or checking with your AV provider to make sure all the equipment is setup correctly, including the EDID. If you're able to provide a schematic of your AV setup that might help us establish where the problem might
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<a href="https://ddec1-0-en-ctp.trendmicro.com:443/wis/clicktime/v1/query?url=https%3a%2f%2faus01.safelinks.protection.outlook.com%2f%3furl%3dhttps%253A%252F%252Fddec1%2d0%2den%2dctp.trendmicro.com%252Fwis%252Fclicktime%252Fv1%252Fquery%253Furl%253Dhttps%253A%25252f%25252flesmillsvirtualapp.freshdesk.com%25252fen%25252fsupport%25252fsolutions%25252farticles%25252f36000084204%2dwhat%2dare%2dmy%2dmust%2dhave%2ddevices%2dand%2dequipment%2d%2526umid%253Db8b0a29a%2d58ef%2d4bf5%2db2aa%2db0ad0e582f4d%2526auth%253D7c73db9ae66f853d5210c3e10e592c5b58c3d358%2d70b33b49a933598811d3351e362a970262f8d000%26data%3d04%257C01%257Cnickicarter%2540provision.co.nz%257C80bb5eb75575455173fb08d879fb3dde%257C213ee4199321489a9c059bf713522655%257C0%257C0%257C637393467281237242%257CUnknown%257CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%253D%257C1000%26sdata%3d0AKteTgGlBqhPCiL6%252BUVMxWJUQFkqLkUELvnniwild8%253D%26reserved%3d0&amp;umid=12a455ba-2e28-4c2a-8346-f98859b71f00&amp;auth=7c73db9ae66f853d5210c3e10e592c5b58c3d358-f690f48275a2590d97a7b6a0942b2a93ecefab4a" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Here
 is a link to the equipment required for a smooth Virtual experience.</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Warm regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App</span></div>
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Ticket: </span><a href="https://ddec1-0-en-ctp.trendmicro.com:443/wis/clicktime/v1/query?url=https%3a%2f%2faus01.safelinks.protection.outlook.com%2f%3furl%3dhttps%253A%252F%252Fddec1%2d0%2den%2dctp.trendmicro.com%252Fwis%252Fclicktime%252Fv1%252Fquery%253Furl%253Dhttps%25253a%25252f%25252flesmillsvirtualapp.freshdesk.com%25252fhelpdesk%25252ftickets%25252f4076%2526umid%253Db8b0a29a%2d58ef%2d4bf5%2db2aa%2db0ad0e582f4d%2526auth%253D7c73db9ae66f853d5210c3e10e592c5b58c3d358%2d2f9798afd894c7c967f860dd68600bb3c007d644%26data%3d04%257C01%257Cnickicarter%2540provision.co.nz%257C80bb5eb75575455173fb08d879fb3dde%257C213ee4199321489a9c059bf713522655%257C0%257C0%257C637393467281237242%257CUnknown%257CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%253D%257C1000%26sdata%3duNUP5j31C9WSVA8z0TFYPSFbC7cPuhQaq8m0qcK14Z8%253D%26reserved%3d0&amp;umid=12a455ba-2e28-4c2a-8346-f98859b71f00&amp;auth=7c73db9ae66f853d5210c3e10e592c5b58c3d358-e1ca44fc013523ceda0df7b53a48ad9bd8835d01" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4076</span></a><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Sun, 25 Oct at 4:36 PM
<span class="separator">, Ben Varcoe &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'>To Whom it May Concern,
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We are having trouble with Virtual in Group Fitness Studio</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The title screen is pixeled and its freezes for a few seconds
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The sound is working</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I have unplugged every cord into the pad and the projectors,
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Based on the clarity the no connection screen from the projector, I am guessing it can’t be a programming could you please look at it?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I am going to redownload all program tonight to see if that makes a difference</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Please could you get back ASAP
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Ben
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<span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#000001;mso-fareast-language:EN-US'>Ben Varcoe</span><span style='font-size:1.0pt;font-family:"remialcxesans",serif;color:white;mso-fareast-language:EN-US'>​</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#000001;mso-fareast-language:EN-US'>
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<div class="MsoNormal"><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#595959;mso-fareast-language:EN-US'>Facility Manager</span></div>
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<div class="MsoNormal"><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#595959;mso-fareast-language:EN-US'>Les Mills Britomart</span></div>
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<span style="mso-fareast-language:EN-US"><a href="mailto:[email-masked]" target="_blank" rel="noreferrer"><strong><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#0070C0;font-weight:normal'>[email-masked]</span></strong></a></span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#595959;mso-fareast-language:EN-US'></span>
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<div class="MsoNormal"><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F;mso-fareast-language:EN-US'>2 Britomart Place</span></div>
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<span style="mso-fareast-language:EN-US"><a href="https://ddec1-0-en-ctp.trendmicro.com:443/wis/clicktime/v1/query?url=https%3a%2f%2faus01.safelinks.protection.outlook.com%2f%3furl%3dhttps%253A%252F%252Fddec1%2d0%2den%2dctp.trendmicro.com%252Fwis%252Fclicktime%252Fv1%252Fquery%253Furl%253Dhttp%25253a%25252f%25252fwww.lesmills.co.nz%2526umid%253Db8b0a29a%2d58ef%2d4bf5%2db2aa%2db0ad0e582f4d%2526auth%253D7c73db9ae66f853d5210c3e10e592c5b58c3d358%2dab0c6d734673daf174568512f60adb18348c6959%26data%3d04%257C01%257Cnickicarter%2540provision.co.nz%257C80bb5eb75575455173fb08d879fb3dde%257C213ee4199321489a9c059bf713522655%257C0%257C0%257C637393467281247238%257CUnknown%257CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%253D%257C1000%26sdata%3dILvbI1PztkMXYmUKmSE6STXWXdTXRuGwdRJ22iivysY%253D%26reserved%3d0&amp;umid=12a455ba-2e28-4c2a-8346-f98859b71f00&amp;auth=7c73db9ae66f853d5210c3e10e592c5b58c3d358-3ec3f066e8724995e9818563d6d783a33fff80fd" target="_blank" rel="noreferrer"><strong><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#0070C0;font-weight:normal'>www.lesmills.co.nz</span></strong></a></span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F;mso-fareast-language:EN-US'></span>
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<div class="MsoNormal"><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F;mso-fareast-language:EN-US'>P: <strong><span style='font-family:"Arial",sans-serif;font-weight:normal'>(09) 522 0095</span></strong> </span></div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4076