Subject: Ticket re-opened - [#4138] Automation issue
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 30 Nov 2020 11:03:22 +0000

Hi Pritish Nandi,  Ticket “#4138 – Automation issue” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4138 to view the ticket.  Ticket comment   
 Hi,  
   
 They are using Genuine Apple adapter.  
   
 The EDID model: https://www.blustream.co.uk/sm11 
   
  It is not an issue of connecting to the external screen. The connection works properly. What apparently doesn’t work Ok is the automation. Have a look to the video: this issue happens sometimes, not always. In the first attempt it doesn’t work, but in the second attempt it works (when they reset the app).  
   
 Why the system is working properly sometimes and not working in other times?  

I just need to be sure it is not a software issue but it is something reliable to the automation configuration (so I would recommend the club to ask their AV provider). 

 Thanks a lot,  

Marc Raya | Departamento de Asesoramiento | AEFA LES MILLS | [email-masked]

c/ Immaculada, 23  |  08017 Barcelona  |  Telf. 932 124 613  |  www.lesmills.es  

  

 

De: Les Mills International <[email-masked]>  Enviado el: lunes, 30 de noviembre de 2020 10:59 Para: [email-masked] Asunto: Re: Automation issue 

  Hi Marc,  
     
  Thank you for reaching out to us.   
     
  As per the video, it seems that the club is getting an error message " No external screen connected to the device" after the countdown is completed.   
     
  This error message appears when the App is having difficulty connecting to the external screen.  Could you ask the club to try the steps in the below article please and let us know if that helps to resolve the issue:  
   https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000195633-i-m-experiencing-app-issues-what-are-my-initial-troubleshooting-steps-   
  ​  
  Also, it would be great if you could check if the Club is using a Genuine Apple adapter. Also, what is the make and model of the EDID they are using?  
  ​  
  A schematic of the setup would help to understand if they are using all the required equipment advised for the Les Mills Virtual.  
     
  Do let us know how it goes.   
     
  Best Regards,  
  Pritish  
  Customer Services   
  Les Mills Virtual App  
   Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4138  

      

  
 On Mon, 30 Nov at 9:38 PM , Marc <[email-masked]> wrote: 

  Hi,   
     
  This club has an automation issue. Please, have a look to the video: in the first 60'countdown it doesn't start the video. When he resets the app, it works properly.   
     
  Do you know what is he doing wrong? Did you have any similar issue?  
     
  Thank you very much  
     
  Marc Raya  
  Les Mills Spain  

4138:859387 

Attachments :
1. AV schematic.pdf