Subject: New Reply Received - Automation issue
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 30 Nov 2020 11:37:49 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Automation issue  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Ok, </span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">Let me send this feedback to the club so they can check the hardware. </span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">As soon as I have a response I will let you know. </span></div>
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<div class="MsoNormal"><span lang="EN-US" style="mso-fareast-language:EN-US">Thanks, </span></div>
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<b><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:black'>Marc Raya</span></b><b><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black'> </span></b><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'>| </span><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray'>Departamento de Asesoramiento</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'> | </span><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray'>AEFA LES MILLS</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'> | </span><u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#0563c1'><a href="mailto:[email-masked]" target="_blank" rel="noreferrer"><span style="color:#1155cc">[email-masked]</span></a></span></u>
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<span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#7f7f7f'>c/ Immaculada, 23  |  08017 Barcelona  |  Telf. 932 124 613  |  </span><u><span style="font-size:9.0pt;color:#0563c1"><a href="http://www.lesmills.es/" target="_blank" rel="noreferrer"><span style='font-family:"Arial",sans-serif;color:#0563c1'>www.lesmills.es</span></a></span></u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray'>  </span>
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<div class="MsoNormal" style="margin-bottom:12.0pt"><a href="https://mcusercontent.com/e22e2d08f1ba27a1c7e4527e1/files/68ab3314-c970-47f0-95b8-6cb26c160d50/Flyer_precios_Plan_Renove_White_Christmas.01.pdf" rel="noreferrer"><span style="font-size:9.0pt;text-decoration:none"><img width="589" height="253" style="width:6.1354in;height:2.6354in" id="_x0000_i1034" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzk2MTA5NDAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.YmQMvoUKBUbgPRBMGW8oIrbAH17jNineXNYE9RU-cVc" alt="Firma WHITE CHRISTMAS_1"></span></a></div>
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<span style="font-size:9.0pt;color:gray">   </span><a href="https://www.facebook.com/AEFALESMILLS/" rel="noreferrer"><span style="font-size:9.0pt;color:gray;text-decoration:none"><img width="31" height="31" style="width:.3229in;height:.3229in" id="_x0000_i1033" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzk2MTA5NDEsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.uMdhrVH2zjxo0uWVrcddG7GQbzn_dLAnWC3lxa_H2Kk" alt="FIRMA MAIL 3-2019 modelo 1e"></span></a><span style="font-size:9.0pt;color:gray">  </span><a href="https://www.instagram.com/tribulesmills/" rel="noreferrer"><span style="font-size:9.0pt;color:gray;text-decoration:none"><img width="31" height="31" style="width:.3229in;height:.3229in" id="_x0000_i1032" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzk2MTA5NDIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.MKp9fxdvHDrsU1QANNDMyoA31QPQcAuJ2dvwLJxvwdc" alt="FIRMA MAIL 4-2019 modelo 1b"></span></a><span style="font-size:9.0pt;color:gray">  </span><a href="https://www.youtube.com/user/aefalesmills" rel="noreferrer"><span style="font-size:9.0pt;color:gray;text-decoration:none"><img width="31" height="31" style="width:.3229in;height:.3229in" id="_x0000_i1031" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzk2MTA5NDMsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.FjubJyDdprvWODjkEixmqdC1YjPDDgdvIEWrJL72WmI" alt="FIRMA MAIL 5-2019 modelo 1b"></span></a><span style="font-size:9.0pt;color:gray">  </span><a href="https://www.linkedin.com/company/aefa-les-mills" rel="noreferrer"><span style="font-size:9.0pt;color:gray;text-decoration:none"><img width="31" height="31" style="width:.3229in;height:.3229in" id="_x0000_i1030" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzk2MTA5NDQsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.DPWblp5CzQJIUDT9oKZYYEfC_4bLRGe40zIDlTNEDw4" alt="FIRMA MAIL 6-2019 modelo 1b"></span></a>
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<b>De:</b> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; <br><b>Enviado el:</b> lunes, 30 de noviembre de 2020 12:26<br><b>Para:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br><b>Asunto:</b> Re: Automation issue</div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Marc,</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​</span></div></div>
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your reply and for sharing the information. </span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>If you look at the video the customer gets an error message which is "No External Screen" which means the app is having diffuculty connecting to the main screen.This is not an app issue but mainly related to the hardware used for the setup.</span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The issue is usually resolved by force closing the app or unplugging and rplugging the Apple adapter, however, this is not a long term solution. The AV provider can check the following for a relaible long term solution.<br><br>Replace the Apple AV adapter<br>Replace the HDMI cables<br>Try a different EDID model<br>Ensure the correct input is selected to receive the video signal</span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Note: the APP needs to send the video signal in 1080p, so please ensure the display is setup to receive this video format</span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Also, please advise the club to update the app to the newest version which is Version 1.14.1.</span></div></div>
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<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Do let us know how it goes.<br> <br>Best Regards,<br>Pritish<br>Customer Services<br>Les Mills Virtual App<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4138" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4138</a></span></div></div>
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<div>On Tue, 1 Dec at 12:03 AM <span class="separator">, Marc &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote: </span><span class="separator"></span>
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<div><div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi, </span></div></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>They are using Genuine Apple adapter. </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>The EDID model: <a href="https://www.blustream.co.uk/sm11" rel="noreferrer">https://www.blustream.co.uk/sm11</a></span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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). </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Why the system is working properly sometimes and not working in other times? </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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</span></b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>). </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks a lot, </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:black'>Marc Raya</span></b><b><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black'> </span></b><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'>| </span><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray'>Departamento de Asesoramiento</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'> | </span><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray'>AEFA LES MILLS</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:gray'> | </span><u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#0563c1'><a href="mailto:[email-masked]" target="_blank" rel="noreferrer"><span style="color:#1155cc">[email-masked]</span></a></span></u><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span>
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<span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:#7f7f7f'>c/ Immaculada, 23  |  08017 Barcelona  |  Telf. 932 124 613  |  </span><u><span style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:#0563c1'><a href="http://www.lesmills.es/" target="_blank" rel="noreferrer"><span style='font-family:"Arial",sans-serif;color:#0563c1'>www.lesmills.es</span></a></span></u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:gray'>  </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:gray'>   </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://www.facebook.com/AEFALESMILLS/" rel="noreferrer"><span style="font-size:9.0pt;color:gray;text-decoration:none"><img width="31" height="31" style="width:.3229in;height:.3229in" id="Imagen_x0020_3" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzk2MDczMDgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.C1Kpf7sHha578aiDl80ysfjFZ2nfCDTSg5i_TGmHfgs" alt="FIRMA MAIL 3-2019 modelo 1e"></span></a></span><span style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:gray'>  </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://www.instagram.com/tribulesmills/" rel="noreferrer"><span style="font-size:9.0pt;color:gray;text-decoration:none"><img width="31" height="31" style="width:.3229in;height:.3229in" id="Imagen_x0020_4" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzk2MDczMDksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.nChpOoRfRgDe-qSN3m71uqEaJBgL8EJS3V3naWTSbE8" alt="FIRMA MAIL 4-2019 modelo 1b"></span></a></span><span style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:gray'>  </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://www.youtube.com/user/aefalesmills" rel="noreferrer"><span style="font-size:9.0pt;color:gray;text-decoration:none"><img width="31" height="31" style="width:.3229in;height:.3229in" id="Imagen_x0020_5" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzk2MDczMTAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.liHapGqKtx1DjxBgDQd8jsE37UTQIBZpv_o3njOEk1c" alt="FIRMA MAIL 5-2019 modelo 1b"></span></a></span><span style='font-size:9.0pt;font-family:"Helvetica",sans-serif;color:gray'>  </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://www.linkedin.com/company/aefa-les-mills" rel="noreferrer"><span style="font-size:9.0pt;color:gray;text-decoration:none"><img width="31" height="31" style="width:.3229in;height:.3229in" id="Imagen_x0020_6" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzk2MDczMTEsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.ZYLXeaZLaZtP2TlbRyWbMf5zE0AoIuSBLPyaXpsQC8E" alt="FIRMA MAIL 6-2019 modelo 1b"></span></a> </span>
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<b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>De:</span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; <br><b>Enviado el:</b> lunes, 30 de noviembre de 2020 10:59<br><b>Para:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br><b>Asunto:</b> Re: Automation issue</span>
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<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Marc,</span></div></div></div>
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<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for reaching out to us. </span></div></div></div>
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<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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. </span></div></div></div>
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<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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:</span></div></div></div>
<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000195633-i-m-experiencing-app-issues-what-are-my-initial-troubleshooting-steps-" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000195633-i-m-experiencing-app-issues-what-are-my-initial-troubleshooting-steps-</a> </span></div></div></div>
<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​</span></div></div></div>
<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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?</span></div></div></div>
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<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>A schematic of the setup would help to understand if they are using all the required equipment advised for the Les Mills Virtual.</span></div></div></div>
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<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Do let us know how it goes. </span></div></div></div>
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<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best Regards,</span></div></div></div>
<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Pritish</span></div></div></div>
<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Customer Services </span></div></div></div>
<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Les Mills Virtual App</span></div></div></div>
<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4138" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4138</a></span></div></div></div>
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<div><blockquote style="margin-top:5.0pt;margin-bottom:5.0pt">
<div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Mon, 30 Nov at 9:38 PM <span class="separator">, Marc &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote: </span></span></div></div>
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<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi, </span></div></div></div>
<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span></div></div></div>
<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>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. </span></div></div></div>
<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span></div></div></div>
<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Do you know what is he doing wrong? Did you have any similar issue?</span></div></div></div>
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<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you very much</span></div></div></div>
<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span></div></div></div>
<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Marc Raya</span></div></div></div>
<div><div><div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Les Mills Spain</span></div></div></div>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>4138:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>4138:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4138