Subject: New Reply Received - 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,  The customer has responded to the ticket.  Virtual issues at Fitness First Bondi Platinum  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi Miriam &amp; Pritish,</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">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.  </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">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.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Please do not hesitate to contact me with any questions.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Thank you</span></div>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:12.0pt;font-family:"MV Boli";color:#1F497D'>Brad Richardson</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;color:#1F497D">OPERATIONS MANAGER </span></div>
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<span lang="EN-US" style="font-size:10.0pt;font-family:Stencil;color:#1F497D">Compact Monitor Systems</span><span lang="EN-US" style='font-family:"Arial",sans-serif;color:#1F497D'> </span><span style='font-size:14.0pt;font-family:"Brush Script MT";color:red'>Australia</span><span lang="EN-US" style='font-family:"Times New Roman",serif;color:#1F497D'></span>
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<div class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;color:#1F497D">t) 61 2 9540 4000</span></div>
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<div class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;color:#1F497D">m) 61 432 338 942</span></div>
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<div>From:<span lang="EN-US"> Miriam Cohen &lt;[email-masked]&gt; <br><b>Sent:</b> Tuesday, 10 November 2020 9:18 AM<br><b>To:</b> Les Mills International &lt;[email-masked]&gt;<br><b>Cc:</b> [email-masked]; [email-masked]; [email-masked]<br><b>Subject:</b> Re: Virtual issues at Fitness First Bondi Platinum</span>
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<div class="MsoNormal"><span style="font-size:12.0pt;color:black">Hi Bill and Brad.</span></div>
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<div class="MsoNormal"><span style="font-size:12.0pt;color:black">Is the virtual system at Bondi Platinum working now?</span></div>
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<div class="MsoNormal"><span style="font-size:12.0pt;color:black">If not, can you please reply to all with the following information?</span></div>
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<div class="MsoNormal"><span style="font-size:12.0pt;color:black">I imagine it's not a set up issue but I think the Les Mills Virtual Support team need to rule that out:</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'>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.</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'> <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></span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'>Also, what is the make and model of the EDID installed?</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'>​You can check this information from your AV provider or the hardware supplier.</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'>Once we have the information we would be able to advise you further. </span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'>Kind regards,</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'>Pritish</span></div>
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<span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'>Miriam</span><span style="font-size:12.0pt;color:black"></span>
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<span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'><br>Miriam Jaclyn Cohen | Business Partnership Manager NSW</span><span style="font-size:12.0pt;color:black"></span>
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<span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'>Les Mills Asia Pacific | </span><span style="font-size:12.0pt;color:black"></span>
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<span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'>PO Box 3998 Manuka ACT 2603 AUSTRALIA<br>tel +61 481 213 176 | fax +612 6282 0563 | <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> | <a href="http://www.lesmills.com.au" rel="noreferrer">www.lesmills.com.au</a> | Linkedin</span><span style="font-size:12.0pt;color:black"></span>
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<b><span style="color:black">From:</span></b><span style="color:black"> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br><b>Sent:</b> Monday, 9 November 2020 6:15 PM<br><b>To:</b> Miriam Cohen &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> &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br><b>Subject:</b> Re: Virtual issues at Fitness First Bondi Platinum</span> </div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Miriam, Sue,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​I hope you are doing well. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Could you please share the requested information in the previous email?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​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?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Also, please do let us know the make and model of the EDID using.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We will leave this ticket open for a few more days if you need assistance with anything else. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Kind regards,<br>Pritish<br>Customer Services<br>Les Mills Virtual App <br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Wed, 4 Nov at 8:41 PM <span class="xseparator">, Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote: </span></span><span class="xseparator"></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Miriam,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for raising this with us. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>@ 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.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> <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> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Also, what is the make and model of the EDID installed?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​You can check this information from your AV provider or the hardware supplier.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Once we have the information we would be able to advise you further. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Kind regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Pritish</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Wed, 4 Nov at 5:20 PM <span class="xseparator">, Miriam Cohen &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote: </span></span><span class="xseparator"></span>
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<span style="font-size:12.0pt;color:black">Hey there Les Mills Support Team.</span><span style="font-size:12.0pt;color:black"></span>
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<div class="MsoNormal"><span style="font-size:12.0pt;color:black">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.</span></div>
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<div class="MsoNormal"><span style="font-size:12.0pt;color:black">Can you please look into what might be causing this?</span></div>
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<div class="MsoNormal"><span style="font-size:12.0pt;color:black">Thanks,</span></div>
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<span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'>Miriam</span><span style="font-size:12.0pt;color:black"></span>
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<span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'><br>Miriam Jaclyn Cohen | Business Partnership Manager NSW</span><span style="font-size:12.0pt;color:black"> </span>
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<span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'>Les Mills Asia Pacific | </span><span style="font-size:12.0pt;color:black"></span>
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<span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black'>PO Box 3998 Manuka ACT 2603 AUSTRALIA<br>tel +61 481 213 176 | fax +612 6282 0563 | <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> | <a href="http://www.lesmills.com.au" rel="noreferrer">www.lesmills.com.au</a> | Linkedin</span><span style="font-size:12.0pt;color:black"> </span>
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<b><span style="color:black;background:white">WORLD UNITED | A fully customisable global event | Re-engage &amp; attract members | Turbocharge your relaunch | </span></b><b><u><span style="color:#6888C9;background:white"><a href="http://www.lesmills.com.au/united" target="_blank" title="http://www.lesmills.com.au/united" rel="noreferrer">www.lesmills.com.au/united</a></span></u></b><b><span style="color:black;background:white"></span></b>
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<b><span style='font-size:10.0pt;font-family:"Segoe UI",sans-serif;color:#6888C9;background:white'><img width="600" height="128" style="width:6.25in;height:1.3333in" id="_x0000_i1027" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzc2ODE5NDEsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.YIGDHML7QYFjRydYDb7onRJ4vi6neGHMyTPlfBUHKvU"></span></b><span style="font-size:12.0pt;color:black"></span>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>4097:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span>
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  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097