Subject: New Reply Received - Fernwood Melton - Not sure who looks after them
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 18 Jan 2021 22:53:33 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Fernwood Melton - Not sure who looks after them  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span lang="EN-US">Hi Binish,</span></div>
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<div class="MsoNormal"><span lang="EN-US">I am sorry to hear that there is still an HDMI connection issue after the effort in disconnecting and reconnecting the HDMI lead at the USB C - multiport adaptor and restarting the iPad. We have received instructions
 below from LMI support for you to follow and see if this fixes the HDMI connection problem.
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg Cartagena | Virtual AV Support Specialist<br>
Les Mills Asia Pacific | <a href="http://www.lesmills.com.au" rel="noreferrer"><span style="color:purple">www.lesmills.com.au</span></a> </span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span></div>
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<a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a></span>
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<b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:black'>Les Mills Virtual Support </span></b><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/36000117739" rel="noreferrer"><span style="color:#0563C1">link
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<div class="MsoNormal"><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif'>Virtual Video Guide Link:
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<div class="MsoNormal" style="background:white"><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'><a href="https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow" rel="noreferrer"><span style="color:#0563C1">https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow</span></a></span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>AV Support Operating Hours: Mondays – Fridays 9:30am – 2:30pm
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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>Les Mills International &lt;[email-masked]&gt;<br>
<b>Date: </b>Monday, 18 January 2021 at 6:00 PM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Cc: </b>Tyler Adams &lt;[email-masked]&gt;, Scott Lambert &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Fernwood Melton - Not sure who looks after them</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Greg,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thank you for reaching out to us and raising a ticket. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>We have checked the logs for today and can see that the club is experiencing a " No External Screen Connected" error message.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>This indicates an issue with the setup and wiring. For the initial checks, you can advise the club to try the following:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>1. Unplug and replug the Apple AV adapter<br>
2. force close the APP by swiping it away and off the screen and reopen the APP</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​If this does not resolve the issue then they may try the following:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>1. Replace the Apple AV adapter<br>
2. Replace the HDMI cables<br>
3. Try a different EDID model<br>
4. Ensure the correct input is selected to receive the video signal</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​Let us know how it goes. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​Kind 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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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Les Mills Virtual App<br>
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Ticket: <a href="https://immersivesupport.lesmills.com/helpdesk/tickets/4238" rel="noreferrer">https://immersivesupport.lesmills.com/helpdesk/tickets/4238</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Mon, 18 Jan at 5:16 PM
<span class="separator">, Greg Cartagena &lt;[email-masked]&gt; wrote: </span></span><span class="separator"></span>
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<div class="MsoNormal"><span lang="EN-US" style='font-family:"Helvetica Neue"'>Hi LMI, Tyler and Scott,</span></div>
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<span lang="EN-US" style='font-family:"Helvetica Neue"'>I received a call from Binish at Fernwood Melton. Apparently one of the classes failed and didn’t start leaving the projector screen stuck half way. The message said she should check
 the HDMI, so she disconnected and reconnected and restarted the iPad and scheduled a test. Because the scheduled booking had no synced in the short time allowed in the booking she called me to see what the issue was.
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<span lang="EN-US" style='font-family:"Helvetica Neue"'>I have included LMI into this email to request that LMI support look at the backend to check the error log in case it has to do with something else. I said that the next scheduled
 class at 6:30 should playout. She said she would run another test before then with longer lead time. Not sure of progress since the phone call.  </span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg Cartagena | Virtual AV Support Specialist<br>
Les Mills Asia Pacific | <a href="http://www.lesmills.com.au" rel="noreferrer"><span style="color:purple">www.lesmills.com.au</span></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:"Tahoma",sans-serif;color:#212121'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:black'>+61 455 508 248
</span><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>| Email
<a href="mailto:[email-masked]" rel="noreferrer"><span style="color:#0563C1">[email-masked]</span></a></span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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</blockquote></div>  https://immersivesupport.lesmills.com/helpdesk/tickets/4238