Subject: Note Added - [#4178] Trip Virtual 22 Issue
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Sat, 26 Dec 2020 08:09:44 +0000

Hi ,    Natalie Buchan added a note and wants you to have a look.   Ticket URL:  https://immersivesupport.lesmills.com/helpdesk/tickets/4178    Subject:  Trip Virtual 22 Issue   Requester: Marc    Note Content:   <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi Pritesh</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">I’m limited with what I can do as our supplier who produced the audio is closed until 13 Jan.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">I have re-uploaded the audio file for
<b>The Trip 22 Live</b> – I’m unsure if it will fix the issue but its worth a try. I haven’t pushed it out to everyone – the club will need to refresh their download for that release. Please can you ask them to do this and let me know if the issue persists?</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Please can you also ask if the issue applies to
<b>The Trip 22 Virtual</b>? And if so please confirm if it’s English or Spanish version. Or both.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Thanks</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Nat</span></div>
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<div>From: <span style="font-size:12.0pt;color:black">Les Mills International &lt;[email-masked]&gt;<br>
<b>Reply to: </b>Support &lt;[email-masked]&gt;<br>
<b>Date: </b>Tuesday, 22 December 2020 at 11:27 PM<br>
<b>To: </b>Natalie Buchan &lt;[email-masked]&gt;<br>
<b>Subject: </b>Fwd: Trip Virtual 22 Issue</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Natalie,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>I hope you are doing good. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Marc Raya has raised an issue with TRIP Virtual 22 and is complaining the sound quality drops exactly at 16:17 and 16:47. Attached is the video evidence. The same issue happens
 when the club has tried playing the same.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Seems to be a content issue. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Could you please check and advise. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Pritish</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Tue, 22 Dec at 11:09 PM
<span class="separator">, Marc &lt;[email-masked]&gt; wrote: </span></span><span class="separator"></span>
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<div class="MsoNormal"><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue";mso-fareast-language:EN-US'>Hi,
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue";mso-fareast-language:EN-US'>I’ve just checked the audio issue. Between 16:17 and 16:47 the sound quality is bad, very different to the rest of the audio.
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue";mso-fareast-language:EN-US'>If I noticed this audio irregularity with my headphones, I can’t imagine in a proper audio instalation where it would more remarkable.
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue";mso-fareast-language:EN-US'>Let me know what you find out please.
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue";mso-fareast-language:EN-US'>Thanks a lot.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></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
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<b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>De:</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Enviado el:</b> lunes, 21 de diciembre de 2020 14:24<br>
<b>Para:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
<b>Asunto:</b> Re: Trip Virtual 22 Issue</span>
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<span style="font-size:10.0pt;font-family:Helvetica">Hi Marc,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="font-size:10.0pt;font-family:Helvetica">Thanks for the answer and the video.<br>
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Could you please confirm from your side that when playing the same release on your iPad you experienced the same sound problem.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="font-size:10.0pt;font-family:Helvetica;color:#183247">Best Regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App</span><span style="font-size:10.0pt;font-family:Helvetica"><br>
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Ticket: <a href="https://immersivesupport.lesmills.com/helpdesk/tickets/4178" rel="noreferrer">https://immersivesupport.lesmills.com/helpdesk/tickets/4178</a></span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Mon, 21 Dec at 11:09 PM
<span class="separator">, Marc &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span style="font-size:10.0pt;font-family:Helvetica">Hi, </span>
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<span style="font-size:10.0pt;font-family:Helvetica">I attach the video.
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<span lang="EN-US" style="font-size:10.0pt;font-family:Helvetica">The exact point of the Trip 22 is from minute 16:17, when it loses quality. Maybe in the video you can’t appreciate the quality loss but our CXManager went to the club last
 friday and his report was clear: there is an audio issue in the video. </span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span lang="EN-US" style="font-size:10.0pt;font-family:Helvetica">Can you make a test please?</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<span lang="EN-US" style="font-size:10.0pt;font-family:Helvetica">Thanks a lot.</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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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">
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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;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'> 
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<b><span style="font-size:10.0pt;font-family:Helvetica">De:</span></b><span style="font-size:10.0pt;font-family:Helvetica"> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
<br>
<b>Enviado el:</b> jueves, 17 de diciembre de 2020 19:58<br>
<b>Para:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
<b>Asunto:</b> Re: Trip Virtual 22 Issue</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<span style="font-size:10.0pt;font-family:Helvetica">Hi Marc,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="font-size:10.0pt;font-family:Helvetica">Thank you for you reply.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="font-size:10.0pt;font-family:Helvetica">We will wait for short video of the issue.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="font-size:10.0pt;font-family:Helvetica">Best Regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4178" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4178</a></span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style="font-size:10.0pt;font-family:Helvetica">On Thu, 17 Dec at 10:30 PM
<span class="separator">, Marc &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span style="font-size:10.0pt;font-family:Helvetica">Hi, </span>
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<span lang="EN-US" style="font-size:10.0pt;font-family:Helvetica">They refreshed yesterday the Trip Virtual 22 and they have the same sound issue.
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<span lang="EN-US" style="font-size:10.0pt;font-family:Helvetica">I will try to record the audio and send it to you as soon as possible.
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<span lang="EN-US" style="font-size:10.0pt;font-family:Helvetica">Best regards,  
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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">
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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;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'> 
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<b><span style="font-size:10.0pt;font-family:Helvetica">De:</span></b><span style="font-size:10.0pt;font-family:Helvetica"> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Enviado el:</b> miércoles, 16 de diciembre de 2020 16:47<br>
<b>Para:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
<b>Asunto:</b> Re: Trip Virtual 22 Issue </span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Times New Roman",serif'>Hi Marc,</span><span style="font-size:10.0pt;font-family:Helvetica">
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<span style='font-size:10.0pt;font-family:"Times New Roman",serif'>We have played The Trip Virtual release 22 and<span style="color:#183247"> found no issues with sound or video. We</span> would suggest to the Club to refresh the release
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<span style='font-size:10.0pt;font-family:"Times New Roman",serif'>Unlock the padlock to the top right of the App and enter your admin code</span><span style="font-size:10.0pt;font-family:Helvetica">
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<span style='font-size:10.0pt;font-family:"Times New Roman",serif'>Navigate to SETTINGS &gt; Manage Downloads</span><span style="font-size:10.0pt;font-family:Helvetica">
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<span style='font-size:10.0pt;font-family:"Times New Roman",serif'>Scroll to the release under the 'Downloaded' tab </span><span style="font-size:10.0pt;font-family:Helvetica">
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<span style='font-size:10.0pt;font-family:"Times New Roman",serif'>Click the refresh icon (the circle with the arrow), as below</span><span style="font-size:10.0pt;font-family:Helvetica">
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<span style='font-size:10.0pt;font-family:"Times New Roman",serif'>The release should download straight away provided your iPad has a network connection</span><span style="font-size:10.0pt;font-family:Helvetica">
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<span style='font-size:10.0pt;font-family:"Times New Roman",serif'>Please let us know how it goes. </span><span style="font-size:10.0pt;font-family:Helvetica">
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<span style="color:#183247">Best Regards,<br>
Olesia<br>
Customer Services</span> </span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Times New Roman",serif;color:#183247'>Les Mills Virtual App</span><span style="font-size:10.0pt;font-family:Helvetica">
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</span><span style='font-size:10.0pt;font-family:"Times New Roman",serif'>Ticket:
<a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4178" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4178</a>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>4178:859387</span><span style="font-size:10.0pt;font-family:Helvetica">
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