Subject: New Reply Received - Re: Virtual issues at Fitness First Bondi Platinum
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 06 Jan 2021 23:05:21 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Re: Virtual issues at Fitness First Bondi Platinum  Ticket comment <div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0)">
Hi team,</div>
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Sorry for these issues. I can imagine it's quite frustrating.</div>
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Please let me know once you hear back from Ceri and perhaps Compact can find a work-around if not.</div>
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<span style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont">Miriam</span><br>
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<font style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont"><span style="font-size:16px"><br>
Miriam Jaclyn Cohen | Business Partnership Manager NSW</span></font>
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<span style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont">Les Mills Asia Pacific | </span><br>
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<font style="font-family:Arial,Helvetica,sans-serif,serif,EmojiFont"><span style="font-size:16px">PO Box 3998 Manuka ACT 2603 AUSTRALIA<br>
tel +61 481 213 176 | fax +612 6282 0563 | [email-masked] | <a href="http://www.lesmills.com.au" rel="noreferrer">www.lesmills.com.au</a> | Linkedin</span></font>
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<font style="font-family: Arial, Helvetica, sans-serif, serif, EmojiFont"><span style="font-size: 16px"><font color="#000000">Get your 2021 Workshop Calendar
</font><font color="#0c64c0"><b><a href="https://www.lesmills.com.au/calendar/AUS-2021" title="https://www.lesmills.com.au/calendar/AUS-2021" rel="noreferrer">here!</a></b></font></span></font>
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<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: Melinda Crompton &lt;[email-masked]&gt;<br>
<b>Sent:</b> Wednesday, 6 January 2021 6:41 PM<br>
<b>To:</b> Bondi Platinum GFM &lt;[email-masked]&gt;<br>
<b>Cc:</b> Bill Richardson &lt;[email-masked]&gt;; Les Mills International &lt;[email-masked]&gt;; Miriam Cohen &lt;[email-masked]&gt;; Wade Schrader &lt;[email-masked]&gt;; [email-masked]
 &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Virtual issues at Fitness First Bondi Platinum
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<div dir="auto">What a mess. Okay that makes sense </div>
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<div dir="ltr" class="x_gmail_attr">On Wed, 6 Jan 2021 at 18:22, Bondi Platinum GFM &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:<br>
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<div class="x_gmail_default" style="font-family:arial,helvetica,sans-serif">Hi Mel,</div>
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<div class="x_gmail_default" style="font-family:arial,helvetica,sans-serif">IT do not have the password and we have been trying all day to see if we can get it.  The Apple ID was originally set up by Ceri Henderson, who is now in the UK.  I have managed to
 reset the password, but there are security questions which Ceri set up and I have sent her a message on messenger to see if we can get the answers (I still keep in contact with Ceri).</div>
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<div class="x_gmail_default" style="font-family:arial,helvetica,sans-serif">Hopefully we can get this sorted</div>
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<div class="x_gmail_default" style="font-family:arial,helvetica,sans-serif">Very sorry </div>
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<div class="x_gmail_default" style="font-family:arial,helvetica,sans-serif">Thank you </div>
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<div class="x_gmail_default" style="font-family:arial,helvetica,sans-serif">Sue</div>
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<div><font color="#000000"><b>Sue Weaver</b></font></div>
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<font><b><span style="font-family:Helvetica,sans-serif; color:rgb(238,0,0)">Group Fitness Manager</span><span style="font-family:Helvetica,sans-serif"><font color="#0000ff"> </font><font color="#ff0000">I </font></span></b></font><b style="color:rgb(255,0,0); font-family:Helvetica,sans-serif; font-size:x-small">Fitness
 First Australia<br>
Bondi Platinum and Bondi Spring Street Platinum</b>
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<span style="font-family:Helvetica,sans-serif"><font color="#666666"><b>BP : Level 6, Westfield
<a href="https://www.google.com/maps/search/500+Oxford+Street,+Bondi+Junction?entry=gmail&amp;source=g" rel="noreferrer">
500 Oxford Street, Bondi Junction</a><br>
SS : Level 1, <a href="https://www.google.com/maps/search/110+Spring+Street,+Bondi+Junction?entry=gmail&amp;source=g" rel="noreferrer">
110 Spring Street, Bondi Junction</a></b></font></span>
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<font><b><font color="#666666"><span style="font-family:Helvetica,sans-serif">T</span><span style="font-family:Helvetica,sans-serif"> (02) 9</span><span style="font-family:Helvetica,sans-serif">021 4521 | </span><span style="font-family:Helvetica,sans-serif">T </span></font><span style="font-family:Helvetica,sans-serif"><font color="#666666">(02)
 8383 5826 | M 0450 957 422</font></span></b></font>
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<div dir="ltr" class="x_gmail_attr">On Wed, 6 Jan 2021 at 18:15, Melinda Crompton &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt; wrote:<br>
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<div dir="auto">Hi All</div>
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<div dir="auto">I have spoken to Brad about this one already at Compact. Sue the account is owned by FLG so they should be able to give you a password if you simply log a ticket with them.</div>
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<div dir="auto">I explained this to Andrew a couple of days ago. Have you spoken to IT to get the password on the account? </div>
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<div dir="auto">Thanks Mel</div>
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<div dir="ltr" class="x_gmail_attr">On Wed, 6 Jan 2021 at 18:10, Bill Richardson &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt; wrote:<br>
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<div class="x_MsoNormal"><span>HI Sue &amp; Miriam,<u></u><u></u></span></div>
<div class="x_MsoNormal"><span><u></u> <u></u></span></div>
<div class="x_MsoNormal"><span>Happy new year to everyone.<u></u><u></u></span></div>
<div class="x_MsoNormal"><span><u></u> <u></u></span></div>
<div class="x_MsoNormal"><span>Thanks for your email.<u></u><u></u></span></div>
<div class="x_MsoNormal"><span><u></u> <u></u></span></div>
<div class="x_MsoNormal"><span>DO NOT wipe the ipad please.  This is not necessary.<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span>Please create a workorder in the system for us to attend site and rectify the issue.<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span>I have copied in our technical team who will have the correct information for us to be able to get the LM app working again. I have also copied Mel Crompton who will need to be across this  WO.<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span>@Brad – please make this a priority and lets arrange to get someone there asap.<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span>@ Wade is there anything the club can do locally, or do we need to attend and remove the ipad for reset?<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span>Thanks team.<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span>Bill<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span lang="EN-US">Bill Richardson<u></u><u></u></span></div>
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<u><span lang="EN-US">MANAGING DIRECTOR</span></u><span lang="EN-US"><u></u><u></u></span>
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<div class="x_MsoNormal"><span lang="EN-US"> <u></u><u></u></span></div>
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<span lang="EN-US" style="font-family:Stencil">Compact Monitor Systems</span><span lang="EN-US" style="font-family:Arial,sans-serif">
</span><span lang="EN-US" style='font-family:"Brush Script MT"; color:red'>Australia</span><span lang="EN-US" style='font-family:"Times New Roman",serif; color:rgb(31,73,125)'><u></u><u></u></span>
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<div class="x_MsoNormal"><span lang="EN-US">t) 61 2 9540 4000<u></u><u></u></span></div>
<div class="x_MsoNormal"><span lang="EN-US">m) 61 418 900 211<u></u><u></u></span></div>
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<b><span lang="EN-US">From:</span></b><span lang="EN-US"> Bondi Platinum GFM &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Wednesday, 6 January 2021 5:51 PM<br>
<b>To:</b> Miriam Cohen &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> Les Mills International &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;;
<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a><br>
<b>Subject:</b> Re: Virtual issues at Fitness First Bondi Platinum<u></u><u></u></span>
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<div class="x_MsoNormal"><span style="font-family:Arial,sans-serif">Hi Miriam,<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-family:Arial,sans-serif">Thank you for your email.  Unfortunately as the IPad is disabled and says connect to ITunes.  I have turned it off and on and I cannot get into the IPad at all<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-family:Arial,sans-serif"><u></u> <u></u></span></div>
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<div class="x_MsoNormal"><span style="font-family:Arial,sans-serif">I went to the Apple Store who said in order to get into the IPad, I will need to copy everything onto a USB stick and then they will need to wipe the IPad completely and then restore everything
 back onto the IPad again.  This is an expensive task.<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-family:Arial,sans-serif">Thank you <u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-family:Arial,sans-serif">Take Care<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-family:Arial,sans-serif">Sue<u></u><u></u></span></div>
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<b><span style="font-size:7.5pt; font-family:Helvetica,sans-serif; color:rgb(238,0,0)">Group Fitness Manager</span></b><b><span style="font-size:7.5pt; font-family:Helvetica,sans-serif; color:blue"> </span></b><b><span style="font-size:7.5pt; font-family:Helvetica,sans-serif; color:red">I </span></b><b><span style="font-size:10pt; font-family:Helvetica,sans-serif; color:red">Fitness
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Bondi Platinum and Bondi Spring Street Platinum</span></b><span style="font-family:Verdana,sans-serif"><u></u><u></u></span>
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<a href="https://www.google.com/maps/search/500+Oxford+Street,+Bondi+Junction?entry=gmail&amp;source=g" target="_blank" rel="noreferrer">
500 Oxford Street, Bondi Junction</a><br>
SS : Level 1, <a href="https://www.google.com/maps/search/110+Spring+Street,+Bondi+Junction?entry=gmail&amp;source=g" target="_blank" rel="noreferrer">
110 Spring Street, Bondi Junction</a></span></b><span style='font-family:"Times New Roman",serif'><u></u><u></u></span>
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<b><span style="font-size:7.5pt; font-family:Helvetica,sans-serif; color:rgb(102,102,102)">T (02) 9021 4521 | T (02) 8383 5826 | M 0450 957 422</span></b><span style='font-family:"Times New Roman",serif'><u></u><u></u></span>
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<div class="x_MsoNormal">On Wed, 6 Jan 2021 at 16:11, Miriam Cohen &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt; wrote:<u></u><u></u>
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<div class="x_MsoNormal"><span style="font-size:12pt; color:black">Hi Sue,<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:12pt; color:black">Sorry to hear about this issue. I have copied Bill in from Compact Monitor in case this is an iPad issue, not a virtual app issue.<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:12pt; color:black">Do you know if someone was able to access the home button?<u></u><u></u></span></div>
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<span style="font-size:12pt; font-family:Arial,sans-serif; color:black">Miriam</span><span style="font-size:12pt; color:black"><u></u><u></u></span>
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<span style="font-size:12pt; font-family:Arial,sans-serif; color:black"><br>
Miriam Jaclyn Cohen | Business Partnership Manager NSW</span><span style="font-size:12pt; color:black"><u></u><u></u></span>
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<span style="font-size:12pt; font-family:Arial,sans-serif; color:black">Les Mills Asia Pacific | </span><span style="font-size:12pt; color:black"><u></u><u></u></span>
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<span style="font-size:12pt; 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]" target="_blank" rel="noreferrer">
[email-masked]</a> | <a href="http://www.lesmills.com.au" target="_blank" rel="noreferrer">
www.lesmills.com.au</a> | Linkedin</span><span style="font-size:12pt; color:black"><u></u><u></u></span>
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<span style="font-size:12pt; font-family:Arial,sans-serif; color:black">Get your 2021 Workshop Calendar
</span><b><span style="font-size:12pt; font-family:Arial,sans-serif; color:rgb(12,100,192)"><a href="https://www.lesmills.com.au/calendar/AUS-2021" title="https://www.lesmills.com.au/calendar/AUS-2021" target="_blank" rel="noreferrer">here!</a></span></b><span style="font-size:12pt"><u></u><u></u></span>
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<span style="font-size:10pt; font-family:Arial,sans-serif; color:rgb(153,153,153); background:rgb(253,253,253)">The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks
 is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments.  </span><span style="font-size:12pt; color:black"><u></u><u></u></span>
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<b><span style="color:black">From:</span></b><span style="color:black"> Bondi Platinum GFM &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Sent:</b> Wednesday, 6 January 2021 3:35 PM<br>
<b>To:</b> Les Mills International &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;; Miriam Cohen &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Virtual issues at Fitness First Bondi Platinum</span> <u></u><u></u>
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<div class="x_MsoNormal"><span style="font-family:Arial,sans-serif">Hi <u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-family:Arial,sans-serif">This is Sue Weaver, Group Fitness Manager at Bondi Platinum Fitness First<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-family:Arial,sans-serif">The Virtual IPad has disabled and is saying connect to ITunes.<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-family:Arial,sans-serif">All the emails we have for Apple ID will not work.<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-family:Arial,sans-serif">Do you have another email by any chance, that was connected to the IPad?<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-family:Arial,sans-serif">Many thanks for your help<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-family:Arial,sans-serif">Kind Regards<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-family:Arial,sans-serif">Sue<u></u><u></u></span></div>
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<b><span style="font-size:7.5pt; font-family:Helvetica,sans-serif; color:black">Sue Weaver</span></b><u></u><u></u>
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<b><span style="font-size:7.5pt; font-family:Helvetica,sans-serif; color:rgb(238,0,0)">Group Fitness Manager</span></b><b><span style="font-size:7.5pt; font-family:Helvetica,sans-serif; color:blue"> </span></b><b><span style="font-size:7.5pt; font-family:Helvetica,sans-serif; color:red">I </span></b><b><span style="font-size:10pt; font-family:Helvetica,sans-serif; color:red">Fitness
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Bondi Platinum and Bondi Spring Street Platinum</span></b><span style="font-family:Verdana,sans-serif"><u></u><u></u></span>
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<b><span style="font-size:7.5pt; font-family:Helvetica,sans-serif; color:rgb(102,102,102)">BP : Level 6, Westfield
<a href="https://www.google.com/maps/search/500+Oxford+Street,+Bondi+Junction?entry=gmail&amp;source=g" target="_blank" rel="noreferrer">
500 Oxford Street, Bondi Junction</a><br>
SS : Level 1, <a href="https://www.google.com/maps/search/110+Spring+Street,+Bondi+Junction?entry=gmail&amp;source=g" target="_blank" rel="noreferrer">
110 Spring Street, Bondi Junction</a></span></b><span style='font-family:"Times New Roman",serif'><u></u><u></u></span>
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<b><span style="font-size:7.5pt; font-family:Helvetica,sans-serif; color:rgb(102,102,102)">T (02) 9021 4521 | T (02) 8383 5826 | M 0450 957 422</span></b><span style='font-family:"Times New Roman",serif'><u></u><u></u></span>
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<span style='font-family:"Times New Roman",serif'><img width="200" height="36" id="x_m_6073149202998738931gmail-m_-8983440870564997996m_6149647702695138693_x0000_i1033" alt="Image result for fitness first logo" style="width:2.0833in; height:0.375in" src="https://i.ya-webdesign.com/images/fitness-first-logo-png-15.png"></span><span style='font-family:"Times New Roman",serif'><u></u><u></u></span>
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<div class="x_MsoNormal">On Wed, 11 Nov 2020 at 09:35, Les Mills International &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt; wrote:<u></u><u></u>
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">Hi Brad,<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style='font-size:10.5pt; font-family:"Segoe UI",sans-serif'>Thanks for confirming the setup.  Is the Blustream unit locked for 1080p HD video footage (input and output)?  The unit doesn't scale provided it's been setup according
 to the attached specs in the article link below.<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style='font-size:10.5pt; font-family:"Segoe UI",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084205-what-is-an-edid-and-why-would-i-need-one-" target="_blank" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084205-what-is-an-edid-and-why-would-i-need-one-</a><u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style='font-size:10.5pt; font-family:"Segoe UI",sans-serif'>It sounds like the switcher or processor are detecting the wrong signal settings momentarily (EDID).  It could also be a cable fault, causing the signal EDID to flick unpredictably.<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style='font-size:10.5pt; font-family:"Segoe UI",sans-serif'>Does that help?<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style='font-size:10.5pt; font-family:"Segoe UI",sans-serif'>Thanks<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style='font-size:10.5pt; font-family:"Segoe UI",sans-serif'>Charlotte<u></u><u></u></span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097" target="_blank" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097</a><u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">On Tue, 10 Nov at 7:50 PM , Brad.richardson &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt; wrote:
<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">Hi Miriam &amp; Pritish,<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">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.  <u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">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.<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">Please do not hesitate to contact me with any questions.<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">Thank you<u></u><u></u></span></div>
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<span lang="EN-US" style='font-size:12pt; font-family:"MV Boli"; color:rgb(31,73,125)'>Brad Richardson</span><span style="font-size:10pt; font-family:Helvetica,sans-serif"><u></u><u></u></span>
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<span lang="EN-US" style="font-size:10pt; font-family:Helvetica,sans-serif; color:rgb(31,73,125)">OPERATIONS MANAGER
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<span lang="EN-US" style="font-size:10pt; font-family:Helvetica,sans-serif; color:rgb(31,73,125)">t) 61 2 9540 4000</span><span style="font-size:10pt; font-family:Helvetica,sans-serif"><u></u><u></u></span>
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<span style="font-size:10pt; font-family:Helvetica,sans-serif">From:</span><span lang="EN-US" style="font-size:10pt; font-family:Helvetica,sans-serif"> Miriam Cohen &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Tuesday, 10 November 2020 9:18 AM<br>
<b>To:</b> Les Mills International &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> <a href="mailto:[email-masked]" target="_blank" rel="noreferrer">
[email-masked]</a>; <a href="mailto:[email-masked]" target="_blank" rel="noreferrer">
[email-masked]</a>; <a href="mailto:[email-masked]" target="_blank" rel="noreferrer">
[email-masked]</a><br>
<b>Subject:</b> Re: Virtual issues at Fitness First Bondi Platinum</span><span lang="EN-US" style="font-size:10pt; font-family:Helvetica,sans-serif">
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<span style="font-size:12pt; font-family:Helvetica,sans-serif; color:black">Hi Bill and Brad.</span><span style="font-size:10pt; font-family:Helvetica,sans-serif"><u></u><u></u></span>
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<span style="font-size:12pt; font-family:Helvetica,sans-serif; color:black">Is the virtual system at Bondi Platinum working now?</span><span style="font-size:10pt; font-family:Helvetica,sans-serif"><u></u><u></u></span>
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<span style="font-size:12pt; font-family:Helvetica,sans-serif; color:black">If not, can you please reply to all with the following information?</span><span style="font-size:10pt; font-family:Helvetica,sans-serif"><u></u><u></u></span>
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<span style="font-size:12pt; font-family:Helvetica,sans-serif; 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><span style="font-size:10pt; font-family:Helvetica,sans-serif"><u></u><u></u></span>
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<span style="font-size:10pt; 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
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<span style="font-size:10pt; font-family:Helvetica,sans-serif; color:black">​</span><span style="font-size:10pt; font-family:Helvetica,sans-serif"><u></u><u></u></span>
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<span style="font-size:10pt; 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-" target="_blank" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-</a></span><span style="font-size:10pt; font-family:Helvetica,sans-serif"><u></u><u></u></span>
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<span style="font-size:10pt; font-family:Helvetica,sans-serif; color:black">Also, what is the make and model of the EDID installed?</span><span style="font-size:10pt; font-family:Helvetica,sans-serif"><u></u><u></u></span>
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<span style="font-size:10pt; font-family:Helvetica,sans-serif; color:black">​You can check this information from your AV provider or the hardware supplier.</span><span style="font-size:10pt; font-family:Helvetica,sans-serif"><u></u><u></u></span>
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<span style="font-size:10pt; font-family:Helvetica,sans-serif; color:black">Once we have the information we would be able to advise you further. </span><span style="font-size:10pt; font-family:Helvetica,sans-serif"><u></u><u></u></span>
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<span style="font-size:10pt; font-family:Helvetica,sans-serif; color:black">Kind regards,</span><span style="font-size:10pt; font-family:Helvetica,sans-serif"><u></u><u></u></span>
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<span style="font-size:10pt; font-family:Helvetica,sans-serif; color:black">Pritish</span><span style="font-size:10pt; font-family:Helvetica,sans-serif"><u></u><u></u></span>
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<span style="font-size:10pt; font-family:Helvetica,sans-serif; color:black">Customer Services</span><span style="font-size:10pt; font-family:Helvetica,sans-serif"><u></u><u></u></span>
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<span style="font-size:10pt; font-family:Helvetica,sans-serif; color:black">Les Mills Virtual App </span><span style="font-size:10pt; font-family:Helvetica,sans-serif"><u></u><u></u></span>
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<span style="font-size:12pt; font-family:Arial,sans-serif; color:black">Miriam</span><span style="font-size:10pt; font-family:Helvetica,sans-serif">
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<span style="font-size:12pt; font-family:Arial,sans-serif; color:black"><br>
Miriam Jaclyn Cohen | Business Partnership Manager NSW</span><span style="font-size:10pt; font-family:Helvetica,sans-serif">
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<span style="font-size:12pt; font-family:Arial,sans-serif; color:black">Les Mills Asia Pacific | </span><span style="font-size:10pt; font-family:Helvetica,sans-serif; color:black">
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<span style="font-size:12pt; 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]" target="_blank" rel="noreferrer">
[email-masked]</a> | <a href="http://www.lesmills.com.au" target="_blank" rel="noreferrer">
www.lesmills.com.au</a> | Linkedin</span><span style="font-size:10pt; font-family:Helvetica,sans-serif">
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<b><span style="font-size:10pt; font-family:Helvetica,sans-serif; 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="font-size:10pt; font-family:Helvetica,sans-serif; color:rgb(104,136,201); background:white"><a href="http://www.lesmills.com.au/united" title="http://www.lesmills.com.au/united" target="_blank" rel="noreferrer">www.lesmills.com.au/united</a></span></u></b><span style="font-size:10pt; font-family:Helvetica,sans-serif; color:black">
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<b><span style="font-size:10pt; font-family:Helvetica,sans-serif; color:black">From:</span></b><span style="font-size:10pt; font-family:Helvetica,sans-serif; color:black"> Les Mills International &lt;<a href="mailto:[email-masked]" target="_blank" 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]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> <a href="mailto:[email-masked]" target="_blank" rel="noreferrer">
[email-masked]</a> &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;;
<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a> &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Virtual issues at Fitness First Bondi Platinum</span><span style="font-size:10pt; font-family:Helvetica,sans-serif">
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">Hi Miriam, Sue,<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">​I hope you are doing well. <u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:10pt; 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?<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">Also, please do let us know the make and model of the EDID using.<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">We will leave this ticket open for a few more days if you need assistance with anything else. <u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">Kind regards,<br>
Pritish<br>
Customer Services<br>
Les Mills Virtual App <br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097" target="_blank" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097</a><u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">On Wed, 4 Nov at 8:41 PM , Les Mills International &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">Hi Miriam,<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">Thank you for raising this with us. <u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:10pt; 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. <u></u><u></u></span></div>
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@ 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.<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">Also, what is the make and model of the EDID installed?<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">​You can check this information from your AV provider or the hardware supplier.<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">Once we have the information we would be able to advise you further. <u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">Kind regards,<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">Pritish<u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">Les Mills Virtual App <u></u><u></u></span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097" target="_blank" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4097</a> <u></u><u></u></span></div>
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<div class="x_MsoNormal"><span style="font-size:10pt; font-family:Helvetica,sans-serif">On Wed, 4 Nov at 5:20 PM , Miriam Cohen &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span style="font-size:12pt; font-family:Helvetica,sans-serif; color:black">Hey there Les Mills Support Team.</span><span style="font-size:10pt; font-family:Helvetica,sans-serif">
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<span style="font-size:12pt; font-family:Helvetica,sans-serif; 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><span style="font-size:10pt; font-family:Helvetica,sans-serif"><u></u><u></u></span>
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<span style="font-size:12pt; font-family:Helvetica,sans-serif; color:black">Can you please look into what might be causing this?</span><span style="font-size:10pt; font-family:Helvetica,sans-serif"><u></u><u></u></span>
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<span style="font-size:12pt; font-family:Helvetica,sans-serif; color:black">Thanks,</span><span style="font-size:10pt; font-family:Helvetica,sans-serif"><u></u><u></u></span>
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<span style="font-size:12pt; font-family:Arial,sans-serif; color:black">Miriam</span><span style="font-size:10pt; font-family:Helvetica,sans-serif">
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<span style="font-size:12pt; font-family:Arial,sans-serif; color:black"><br>
Miriam Jaclyn Cohen | Business Partnership Manager NSW</span><span style="font-size:12pt; font-family:Helvetica,sans-serif; color:black">
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<span style="font-size:12pt; font-family:Arial,sans-serif; color:black">Les Mills Asia Pacific | </span><span style="font-size:10pt; font-family:Helvetica,sans-serif; color:black">
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<span style="font-size:12pt; 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]" target="_blank" rel="noreferrer">
[email-masked]</a> | <a href="http://www.lesmills.com.au" target="_blank" rel="noreferrer">
www.lesmills.com.au</a> | Linkedin</span><span style="font-size:12pt; font-family:Helvetica,sans-serif; color:black">
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<b><span style="font-size:10pt; font-family:Helvetica,sans-serif; 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="font-size:10pt; font-family:Helvetica,sans-serif; color:rgb(104,136,201); background:white"><a href="http://www.lesmills.com.au/united" title="http://www.lesmills.com.au/united" target="_blank" rel="noreferrer">www.lesmills.com.au/united</a></span></u></b><span style="font-size:10pt; font-family:Helvetica,sans-serif; color:black">
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<span style="font-size:10pt; font-family:Arial,sans-serif; color:rgb(153,153,153); background:rgb(253,253,253)">The contents of this email and its attachments are confidential and privileged. Any unauthorised use of the contents or trademarks
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Melinda Crompton<br>
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<td style="font-size:13px; color:rgb(167,169,172)">t : 0402 395 622 m : 0402 395 622
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e : <a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>
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Melinda Crompton<br>
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<td style="font-size:13px; color:#a7a9ac">t : 0402 395 622 m : 0402 395 622
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</blockquote></div>  https://immersivesupport.lesmills.com/helpdesk/tickets/4210