Subject: Ticket re-opened - [#4097] Virtual issues at Fitness First Bondi Platinum
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 10 Nov 2020 06:50:49 +0000

Hi Pritish Nandi,  Ticket “#4097 – Virtual issues at Fitness First Bondi Platinum” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097 to view the ticket.  Ticket comment   
 Hi Miriam & Pritish, 

  

 The content is currently expending in the top left of the video wall, and at times not displaying content at all. We replaced the HDMI to USB-C adaptor to the iPad, which resolved it momentarily but then it went back to the expanded issue. The content seems to be displaying as it should after cabling is reset and a virtual class is reset for 30 minutes – 2 hours before expanding again.   

 The club also has a Teambeats console in the studio and it is not experiencing the same issue. The de-embedders for both consoles were swapped to identify if one of them was creating the fault, and the issue occurred again with the swapped unit. 

  

 Please do not hesitate to contact me with any questions. 

  

 Thank you 

  

 
 Brad Richardson 

 OPERATIONS MANAGER  

 
Compact Monitor Systems Australia

 
 t) 61 2 9540 4000 

 m) 61 432 338 942 

 

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 From: Miriam Cohen <[email-masked]>  Sent: Tuesday, 10 November 2020 9:18 AM To: Les Mills International <[email-masked]> Cc: [email-masked]; [email-masked]; [email-masked] Subject: Re: Virtual issues at Fitness First Bondi Platinum

 

 
 
 Hi Bill and Brad. 

 

   

 
 Is the virtual system at Bondi Platinum working now? 

 

   

 
 If not, can you please reply to all with the following information? 

 

   

 
 I imagine it's not a set up issue but I think the Les Mills Virtual Support team need to rule that out: 

 

   

 

 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. 

 
 
 ​ 

 
 
  https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment- 

 
 
 ​ 

 
 
 Also, what is the make and model of the EDID installed? 

 

   

 
 ​You can check this information from your AV provider or the hardware supplier. 

 

   

 
 Once we have the information we would be able to advise you further.  

 
 
 ​ 

 
 
 Kind regards, 

 
 
 Pritish 

 
 
 Customer Services 

 
 
 Les Mills Virtual App  

 

 

 
 
Miriam

 

 
 Miriam Jaclyn Cohen | Business Partnership Manager NSW

 

 
Les Mills Asia Pacific | 

 

 
PO Box 3998 Manuka ACT 2603 AUSTRALIA tel +61 481 213 176 | fax +612 6282 0563 | [email-masked] | www.lesmills.com.au | Linkedin

 

  

 

WORLD UNITED | A fully customisable global event | Re-engage & attract members | Turbocharge your relaunch | www.lesmills.com.au/united

 

 

 

 
 
The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments.  

 

  

 

 

   

   

From: Les Mills International <[email-masked]> Sent: Monday, 9 November 2020 6:15 PM To: Miriam Cohen <[email-masked]> Cc: [email-masked] <[email-masked]>; [email-masked] <[email-masked]> Subject: Re: Virtual issues at Fitness First Bondi Platinum  

 

 

  

 Hi Miriam, Sue, 

 
 
 ​ 

 
 
 ​I hope you are doing well.  

 
 
 ​ 

 
 
 Could you please share the requested information in the previous email? 

 
 
 ​ 

 
 
 ​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? 

 
 
 ​ 

 
 
 Also, please do let us know the make and model of the EDID using. 

 
 
 ​ 

 
 
 We will leave this ticket open for a few more days if you need assistance with anything else.  

 
 
 ​ 

 
 
 Kind regards, Pritish Customer Services Les Mills Virtual App   Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097 

 

   

  
 
On Wed, 4 Nov at 8:41 PM , Les Mills International <[email-masked]> wrote: 

 

 Hi Miriam, 

 
 
 ​ 

 
 
 Thank you for raising this with us.  

 
 
 ​ 

 
 
 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.  

 
 
  @ 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. 

 
 
 ​ 

 
 
  https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-  

 
 
 ​ 

 
 
 Also, what is the make and model of the EDID installed? 

 

   

 
 ​You can check this information from your AV provider or the hardware supplier. 

 

   

 
 Once we have the information we would be able to advise you further.  

 
 
 ​ 

 
 
 Kind regards, 

 
 
 Pritish 

 
 
 Customer Services 

 
 
 Les Mills Virtual App  

 
 
  Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097  

 

   

  
 
On Wed, 4 Nov at 5:20 PM , Miriam Cohen <[email-masked]> wrote: 

 

Hey there Les Mills Support Team.

 

  

 
 
 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. 

 

   

 
 Can you please look into what might be causing this? 

 

   

 
 Thanks, 

 

  

 

 
Miriam

 

 
 Miriam Jaclyn Cohen | Business Partnership Manager NSW 

 

 
Les Mills Asia Pacific | 

 

 
PO Box 3998 Manuka ACT 2603 AUSTRALIA tel +61 481 213 176 | fax +612 6282 0563 | [email-masked] | www.lesmills.com.au | Linkedin 

 

  

 

WORLD UNITED | A fully customisable global event | Re-engage & attract members | Turbocharge your relaunch | www.lesmills.com.au/united

 

 

 

 
 
The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments.  

 

  

 

  

 
 
4097:859387 

 

  

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