Subject: New Reply Received - Re: Splash Virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 21 Dec 2020 03:21:30 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Re: Splash Virtual  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi Charlotte</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Apologies for the delay</span></div>
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<img width="387" height="508" style="width:4.0333in;height:5.2916in" id="_x0039_25b3803-fa7e-4291-a34b-ca395e4b0e0a" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwODEyMzAyMzUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.96ePO5j5HoEI7EQNrslr10-wXL32ITCSbkbGZFIe_AA" alt="Image"><span style="mso-fareast-language:EN-US"></span>
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<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Friday, 18 December 2020 12:09 PM<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> [email-masked]; Toa Su'a &lt;[email-masked]&gt;; [email-masked]; [email-masked]; [email-masked]; [email-masked]<br>
<b>Subject:</b> Re: Re: Splash Virtual</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Toa,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Are you able to send a photo of the Automation settings for the Reformer and Group Fitness studio please?  Make sure you scroll down to the bottom of the page as well.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>​Many thanks</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Charlotte<br>
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Ticket: <a href="https://immersivesupport.lesmills.com/helpdesk/tickets/4157" rel="noreferrer">https://immersivesupport.lesmills.com/helpdesk/tickets/4157</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Thu, 17 Dec at 1:37 PM
<span class="separator">, Paul Smith &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Yes wifi is disabled, I confirmed that yesterday
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Paul Smith</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Director (Vic)</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>AV Media Systems (VIC)</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>TEL: 0410 587 544</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>(Sent from iPhone)</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From: Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Sent:</b> Thursday, December 17, 2020 11:30:20 AM<br>
<b>To:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> &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;;
<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;;
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Colin Garard &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; Paul Smith
 &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Re: Splash Virtual </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Paul,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks for this, as the Reformer studio is using ethernet, has wifi been disabled on the iPad?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Charlotte<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4157" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4157</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Thu, 17 Dec at 11:37 AM
<span class="xseparator">, Paul Smith &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Charlotte,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Diagram for Splash reformer studio is attached.
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#7030A0'>Please see comments below ,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you.
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<i><span style='font-size:10.0pt;font-family:"Arial",sans-serif'>Paul Smith</span></i><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From:</span><span lang="EN-US" 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;
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<b>Sent:</b> Thursday, 17 December 2020 8:43 AM<br>
<b>To:</b> Paul Smith &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>; <a href="mailto:[email-masked]" rel="noreferrer">
[email-masked]</a>; <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>;
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>; Colin Garard &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: SPLASH Virtual</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi All,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>For the Group Fitness Studio could Toa please send through a photo of the Automation settings in the App please.  Under Settings &gt; Automation.
<span style="color:#7030A0">Just to confirm, all manually initiated classes are playing well, and the single scheduled daily 1300 hrs scheduled classes is playing well, but phantom operation each day at 9.15AM with no Off command.</span></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>For the resolved issue in the Cycle studio, if the pink screen appears again, please try removing the EDID and playing scheduled content without one (you might experience
 glitching without an EDID but we need to establish which piece of equipment is causing this specific issue, by removing each component one by one).
<span style="color:#7030A0">I agree, although at present, based on our process yesterday it seems to be the multiport adaptor however if it occurs again the culprit may well be the Kramer FC-69 but its worth noting that it also remained purple with the Bluestream
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>For the issue in the Reformer studio, Paul please could you provide a schematic of how the system is setup and confirm which EDID make and model is in place please?  Toa,
 please could you take a photo of the Automation settings on the App and then disable Automation and turn the projector on and off manually, are scheduled classes stable (audio and video plays) with Automation turned off?  Please ensure all the scheduled classes
 have sync'd to the App in advance as well. <span style="color:#7030A0">Charlotte I can confirm we tried this yesterday with Toa – we switched the projector ON manually (at projector and not the App) and the class was playing)
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hoping we can narrow this down quickly with the above info.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Charlotte</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4179" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4179</a></span></div>
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