Subject: New Reply Received - Virtual issues at Fitness First Bondi Platinum
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 09 Nov 2020 22:17:54 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Virtual issues at Fitness First Bondi Platinum  Ticket comment <div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0)">
Hi Bill and Brad.</div>
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Is the virtual system at Bondi Platinum working now?</div>
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If not, can you please reply to all with the following information?</div>
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I imagine it's not a set up issue but I think the Les Mills Virtual Support team need to rule that out:</div>
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Could you please let us know if you are using all the right equipment for the Virtual Setup? You can cross-check the equipment from the link below.</div>
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 <a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-" rel="noreferrer" style="margin:0px">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-</a>
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Also, what is the make and model of the EDID installed?</div>
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​You can check this information from your AV provider or the hardware supplier.</div>
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Once we have the information we would be able to advise you further. </div>
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Kind regards,</div>
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Pritish</div>
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Customer Services</div>
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Les Mills Virtual App </div>
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<span style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont">Miriam</span><br>
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<font style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont"><span style="font-size:16px"><br>
Miriam Jaclyn Cohen | Business Partnership Manager NSW</span></font>
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<span style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont">Les Mills Asia Pacific | </span><br>
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<font style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont"><span style="font-size:16px">PO Box 3998 Manuka ACT 2603 AUSTRALIA<br>
tel +61 481 213 176 | fax +612 6282 0563 | [email-masked] | <a href="http://www.lesmills.com.au" rel="noreferrer">www.lesmills.com.au</a> | Linkedin</span></font>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Monday, 9 November 2020 6:15 PM<br>
<b>To:</b> Miriam Cohen &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked] &lt;[email-masked]&gt;; [email-masked] &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Virtual issues at Fitness First Bondi Platinum
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<div dir="ltr">Hi Miriam, Sue,</div>
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<div dir="ltr">​I hope you are doing well. </div>
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<div dir="ltr">Could you please share the requested information in the previous email?</div>
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<div dir="ltr">​If possible please do check with your AV provider and send us the Schematic of the Virtual Setup so that we can investigate this further?</div>
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<div dir="ltr">Also, please do let us know the make and model of the EDID using.</div>
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<div dir="ltr">We will leave this ticket open for a few more days if you need assistance with anything else. </div>
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<div dir="ltr">Kind regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App <br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097</a>
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<blockquote class="x_freshdesk_quote">On Wed, 4 Nov at 8:41 PM <span class="x_separator">
, Les Mills International &lt;[email-masked]&gt; wrote:
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<div dir="ltr">Hi Miriam,</div>
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<div dir="ltr">Thank you for raising this with us. </div>
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<div dir="ltr">It seems like an equipment-related issue at the first glance. However, we would be more than happy to investigate it further to provide a better understanding. </div>
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@ Hi Sue, could you please let us know if you are using all the right equipment for the Virtual Setup? You can cross-check the equipment from the link below.</div>
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<div dir="ltr"> <a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-</a>
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<div dir="ltr">Also, what is the make and model of the EDID installed?</div>
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<div dir="ltr">​You can check this information from your AV provider or the hardware supplier.</div>
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<div dir="ltr">Once we have the information we would be able to advise you further. </div>
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<div dir="ltr">Kind regards,</div>
<div dir="ltr">Pritish</div>
<div dir="ltr">Customer Services</div>
<div dir="ltr">Les Mills Virtual App </div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097</a> </div>
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<blockquote class="x_freshdesk_quote">On Wed, 4 Nov at 5:20 PM <span class="x_separator">
, Miriam Cohen &lt;[email-masked]&gt; wrote:
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Hey there Les Mills Support Team.</div>
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I just spoke with Sue from Fitness First Bondi Platinum. They're experiencing issues with the Les Mills Virtual App. It appears that the class will start normally, then sometimes expand the display so you can only see a hand or a foot on the entire screen,
 then it cuts off.</div>
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Can you please look into what might be causing this?</div>
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Thanks,</div>
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<span style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont">Miriam</span><br>
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<font style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont"><span style="font-size:16px"><br>
Miriam Jaclyn Cohen | Business Partnership Manager NSW</span></font> </div>
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<span style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont">Les Mills Asia Pacific | </span><br>
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<font style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont"><span style="font-size:16px">PO Box 3998 Manuka ACT 2603 AUSTRALIA<br>
tel +61 481 213 176 | fax +612 6282 0563 | [email-masked] | <a href="http://www.lesmills.com.au" rel="noreferrer">
www.lesmills.com.au</a> | Linkedin</span></font> </div>
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<font style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont"><span style="font-size:16px"><b><span style='font-family:"Segoe UI","Segoe UI Web",Arial,Verdana,sans-serif,serif,EmojiFont; font-size:12px; background-color:rgb(255,255,255)'><span lang="en-AU" style='margin:0px; font-variant-ligatures:none!important; font-size:10.5pt; line-height:17px; font-family:"Segoe UI","Segoe UI_MSFontService",sans-serif,serif,EmojiFont; font-kerning:none'><span style="margin:0px; font-family:Calibri,Helvetica,sans-serif; font-size:12pt; line-height:normal; color:rgb(0,36,81)"></span></span></span></b></span></font>
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 UNITED | A fully customisable global event | Re-engage &amp; attract members | Turbocharge your relaunch |</span><span style='font-size:12px; font-family:"Segoe UI",sans-serif'><span style="font-size:11pt; line-height:normal; font-family:Calibri,Helvetica,sans-serif"> </span></span><u style='font-family:"Segoe UI",sans-serif; font-size:12px'><span style="font-size:10pt; line-height:normal; color:rgb(104,136,201)"><b style='color:rgb(0,0,0); font-family:"Segoe UI","Segoe UI Web",Arial,Verdana,sans-serif,serif,EmojiFont; font-size:12px'><span style='font-size:10.5pt; line-height:17px; font-family:"Segoe UI","Segoe UI_MSFontService",sans-serif,serif,EmojiFont'><u style='font-family:"Segoe UI",sans-serif; font-size:12px'><span style="font-size:10pt; line-height:normal; color:rgb(104,136,201)"><span style="font-size:11pt; font-family:Calibri,Helvetica,sans-serif"><a href="http://www.lesmills.com.au/united" target="_blank" rel="noreferrer" title="http://www.lesmills.com.au/united">www.lesmills.com.au/united</a></span></span></u></span></b></span></u></span></b><br>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097