Subject: New Reply Received - Troubleshooting
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 07 Apr 2021 02:26:53 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Troubleshooting  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span lang="EN-US">Hi Tyler,</span></div>
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<div class="MsoNormal"><span lang="EN-US">Thanks for your contribution and working through the process with them. This was a local AV company. They are currently installing a new AV system in the Cycle studio for The Trip. Not sure who is accountable as their
 were no earlier reports of issues that I am aware of. My head is in progressing the virtual leads and quotes for clubs. Always willing to help…
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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"><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Les Mills Virtual App - Troubleshooting Link:</span></b></div>
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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/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s" rel="noreferrer"><span style="color:#0563C1">https://www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s</span></a></span></div>
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<div>From: <span style="font-size:12.0pt;color:black">Tyler Adams &lt;[email-masked]&gt;<br>
<b>Date: </b>Wednesday, 7 April 2021 at 12:13 PM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;, Gavin Jackson &lt;[email-masked]&gt;<br>
<b>Cc: </b>Scott Lambert &lt;[email-masked]&gt;, Les Mills International &lt;[email-masked]&gt;, Kate Wray &lt;[email-masked]&gt;, Nick Aspinall &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Fitness Works 4U</span>
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<div class="MsoNormal" style="background:white"><span style="font-size:12.0pt;color:black">OK I've just spoken to someone at the club. We went through the process of disassociating the studio and linking it back up. The content began to download again.</span></div>
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<div class="MsoNormal" style="background:white"><span style="font-size:12.0pt;color:black">Laura said that she did this the other day, and that the content took ages to download. But when it did, it said that there wasn't a screen connected, and the screen didn't
 come down to start the class. It sounds like an automation issue.</span></div>
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<div class="MsoNormal" style="background:white"><span style="font-size:12.0pt;color:black"><a id="OWAAM108646" href="mailto:[email-masked]" rel="noreferrer"><span style='font-family:"Calibri",sans-serif;text-decoration:none'>@Greg</span></a>, I believe it was a local company
 that did this installation. Were you across who? Sorry, this is Scott's club so I don't have the background. Might be worth getting in touch?</span></div>
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<div class="MsoNormal" style="background:white"><span style="font-size:12.0pt;color:black"><a id="OWAAM564007" href="mailto:[email-masked]" rel="noreferrer"><span style='font-family:"Calibri",sans-serif;text-decoration:none'>@Les Mills International</span></a> can
 we take a look at what's going on with automation from your end?</span></div>
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<b><span lang="EN-US" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black;border:none windowtext 1.0pt;padding:0cm'>Tyler Adams</span></b><span lang="EN-US" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black;border:none windowtext 1.0pt;padding:0cm'> </span><span lang="EN-US" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F;border:none windowtext 1.0pt;padding:0cm'>|
 Business Partnership Manager VIC<br>
Les Mills Asia Pacific</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F;border:none windowtext 1.0pt;padding:0cm'> | <a href="mailto:[email-masked]" rel="noreferrer"><span style='font-family:"inherit",serif'>[email-masked]</span></a><br>
PO Box 3998 Manuka ACT 2603 AUSTRALIA<br>
tel  +61 </span><span style='font-size:8.5pt;font-family:"inherit",serif;color:#7F7F7F;border:none windowtext 1.0pt;padding:0cm'> 2 6215 8104 </span><span style='font-size:8.0pt;font-family:"inherit",serif;color:#7F7F7F;border:none windowtext 1.0pt;padding:0cm'>|
 mob 0422 024 315 | <a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer">www.lesmills.com.au</a> </span><span style="font-size:12.0pt;color:black"></span>
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<u><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black;background:white'>Get your 2021 Workshop Calendar </span></u><b><u><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#0C64C0;background:white'><a href="https://www.lesmills.com.au/calendar/AUS-2021" target="_blank" title="https://www.lesmills.com.au/calendar/AUS-2021" rel="noreferrer">here!</a></span></u></b><span style="font-size:12.0pt;color:black"></span>
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<b><span style="color:black">From:</span></b><span style="color:black"> Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Sent:</b> Wednesday, 7 April 2021 9:37 AM<br>
<b>To:</b> Gavin Jackson &lt;[email-masked]&gt;; Tyler Adams &lt;[email-masked]&gt;<br>
<b>Cc:</b> Scott Lambert &lt;[email-masked]&gt;; Les Mills International &lt;[email-masked]&gt;; Kate Wray &lt;[email-masked]&gt;; Nick Aspinall &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Fitness Works 4U</span> </div>
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<div class="xmsonormal"><span lang="EN-US">I have not done anything Gav just forwarded the image sent by the club for you.</span></div>
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<div class="xmsonormal" 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="xmsonormal" 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="xmsonormal" 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="xmsonormal" style="background:white"><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'><a href="https://www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s" rel="noreferrer"><span style="color:#0563C1">https://www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s</span></a></span></div>
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<div class="xmsonormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>AV Support Operating Hours: Monday – Friday 9:00am – 5:00pm
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<div class="xmsonormal" style="line-height:11.75pt;background:white"><u><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#999999;background:#FDFDFD'>The contents of this email and its attachments are confidential and privileged. Any unauthorised
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<b><span style="font-size:12.0pt;color:black">From: </span>
</b><span style="font-size:12.0pt;color:black">Gavin Jackson &lt;[email-masked]&gt;<br>
<b>Date: </b>Wednesday, 7 April 2021 at 9:36 AM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;, Tyler Adams &lt;[email-masked]&gt;<br>
<b>Cc: </b>Scott Lambert &lt;[email-masked]&gt;, Les Mills International &lt;[email-masked]&gt;, Kate Wray &lt;[email-masked]&gt;, Nick Aspinall &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Fitness Works 4U</span>
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<div class="xmsonormal"><span style="font-size:12.0pt;color:black">Did you disassociate the existing studio and the old device in the TRP virtual scheduler?</span></div>
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<div class="xxxmsonormal"><b><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:black'>Gavin Jackson</span></b></div>
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<div class="xxxmsonormal" style="margin-bottom:12.0pt">
<span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:gray'>IT Manager<br>
Les Mills Asia Pacific | </span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:black'><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:gray'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:black'><br>
</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:gray'>tel +61 2 6215 8145 | fax +612 6282 0563 | <span class="xxxobject"><a href="http://www.lesmills.com.au" rel="noreferrer">www.lesmills.com.au</a></span></span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'> </span>
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<div class="xmsonormal"><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#7F7F7F;background:#FDFDFD'>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. BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN TO MOVE®, CHAIN®, CLUB COUNT®, CXWORX®,  IMMERSIVE FITNESS®, LES MILLS
 BARRE™, LES MILLS GRIT®, LES MILLS SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH'BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP® are all registered trademarks of Les Mills Asia Pacific.</span></div>
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<b><span style="color:black">From:</span></b><span style="color:black"> Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Sent:</b> Wednesday, April 7, 2021 9:35 AM<br>
<b>To:</b> Gavin Jackson &lt;[email-masked]&gt;; Tyler Adams &lt;[email-masked]&gt;<br>
<b>Cc:</b> Scott Lambert &lt;[email-masked]&gt;; Les Mills International &lt;[email-masked]&gt;; Kate Wray &lt;[email-masked]&gt;; Nick Aspinall &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Fitness Works 4U</span> </div>
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<div class="xxmsonormal"><span lang="EN-US">This is the message on the iPad.</span></div>
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<div class="xxmsonormal" 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="xxmsonormal" 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="xxmsonormal" 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="xxmsonormal" 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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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Tel
</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>
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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
 to our FAQ's</span></a></span></b>
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<div class="xxmsonormal"><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif'>Virtual Video Guide Link:
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<div class="xxmsonormal" 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="xxmsonormal" style="background:white"><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Les Mills Virtual App - Troubleshooting Link:</span></b></div>
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<div class="xxmsonormal" style="background:white"><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'><a href="https://www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s" rel="noreferrer"><span style="color:#0563C1">https://www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s</span></a></span></div>
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<div class="xxmsonormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>AV Support Operating Hours: Monday – Friday 9:00am – 5:00pm
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<div class="xxmsonormal" style="background:white"><img width="602" height="128" style="width:6.2708in;height:1.3333in" id="x_x_Picture_x0020_1" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwODk1MTc0NjIsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.c8EVQb6NVEtN0aIn-Jj3PU3yfFUOA_-T1ijB1AdN3GE" alt="/var/folders/cy/jz6gmzgn12lbvn68mt_q971w0000gn/T/com.microsoft.Outlook/WebArchiveCopyPasteTempFiles/cid4e5d83aa-778e-49ca-92c5-697cfb4b1425"></div>
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<div class="xxmsonormal" style="line-height:11.75pt;background:white"><u><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#999999;background:#FDFDFD'>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></u></div>
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<b><span style="font-size:12.0pt;color:black">From: </span>
</b><span style="font-size:12.0pt;color:black">Gavin Jackson &lt;[email-masked]&gt;<br>
<b>Date: </b>Wednesday, 7 April 2021 at 9:19 AM<br>
<b>To: </b>Tyler Adams &lt;[email-masked]&gt;, Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Cc: </b>Scott Lambert &lt;[email-masked]&gt;, Les Mills International &lt;[email-masked]&gt;, Kate Wray &lt;[email-masked]&gt;, Nick Aspinall &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Fitness Works 4U</span>
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<div class="xxmsonormal"><span style="font-size:12.0pt;color:black">Hi guys,</span></div>
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<div class="xxmsonormal"><span style="font-size:12.0pt;color:black">When reinstalling the app (or switching devices), you will need to disassociate the old device with the studio in the TRP virtual scheduler.</span></div>
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<div class="xxmsonormal"><span style="font-size:12.0pt;color:black">The reinstalled app, after login, will ask you which studio to associate with the new device.</span></div>
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<div class="xxmsonormal"><span style="font-size:12.0pt;color:black">Increasing the device count by one will allow you to associate multiple devices with the studios configured in the scheduler (but this doesn't sound like the desired solution - it will just make
 a mess that confuses everyone!).</span></div>
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<div class="xxxxmsonormal"><b><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:black'>Gavin Jackson</span></b></div>
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<div class="xxxxmsonormal" style="margin-bottom:12.0pt">
<span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:gray'>IT Manager<br>
Les Mills Asia Pacific | </span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:black'><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:gray'>PO Box 3998 Manuka ACT 2603 AUSTRALIA</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:black'><br>
</span><span style='font-size:7.5pt;font-family:"Arial",sans-serif;color:gray'>tel +61 2 6215 8145 | fax +612 6282 0563 | <span class="xxxxobject0"><a href="http://www.lesmills.com.au" rel="noreferrer">www.lesmills.com.au</a></span></span><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black'> </span>
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<div class="xxmsonormal"><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#7F7F7F;background:#FDFDFD'>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. BODYATTACK®, BODYBALANCE®, BODYCOMBAT®, BODYJAM®, BODYPUMP®, BODYSTEP®, BORN TO MOVE®, CHAIN®, CLUB COUNT®, CXWORX®,  IMMERSIVE FITNESS®, LES MILLS
 BARRE™, LES MILLS GRIT®, LES MILLS SPRINT®, LES MILLS TONE™, MBX®, RPM®, SH'BAM®, SMARTBAND®, SMARTBAR®, SMARTSTEP®, THE TRIP® are all registered trademarks of Les Mills Asia Pacific.</span></div>
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<b><span style="color:black">From:</span></b><span style="color:black"> Tyler Adams &lt;[email-masked]&gt;<br>
<b>Sent:</b> Wednesday, April 7, 2021 9:01 AM<br>
<b>To:</b> Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Cc:</b> Scott Lambert &lt;[email-masked]&gt;; Les Mills International &lt;[email-masked]&gt;; Gavin Jackson &lt;[email-masked]&gt;; Kate Wray &lt;[email-masked]&gt;; Nick Aspinall &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Fitness Works 4U</span> </div>
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<div class="xxmsonormal" style="background:white"><span style="font-size:12.0pt;color:black">OK. In that case, I think it's something we actually have to fix on our end. Churyl didn't mention that to me on the phone yesterday.</span></div>
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<div class="xxmsonormal" style="background:white"><span style="font-size:12.0pt;color:black"><a id="OWAAM777654" href="mailto:[email-masked]" rel="noreferrer"><span style='font-family:"Calibri",sans-serif;text-decoration:none'>@Gavin Jackson</span></a> is this one of
 those situations where we have to increase the number of Virtual studios by 1 in Zenkai? If so, I think that deleting and reinstalling the app each time there's an error really won't be a feasible solution. I remember hearing that there are a finite number
 of Virtual studios we can set up in Zenkai, so increasing this number each time an error occurs means we'll eventually hit a wall.</span></div>
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<div class="xxmsonormal" style="background:white"><span style="font-size:12.0pt;color:black">Perhaps a good point for discussion later. But
<a id="OWAAM817402" href="mailto:[email-masked]" rel="noreferrer"><span style='font-family:"Calibri",sans-serif;text-decoration:none'>@Kate</span></a>, once Gav gives the nod that this will be a fix, can you increase that number in Zenkai for this club please?</span></div>
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<div class="xxmsonormal" style="background:white"><span style="font-size:12.0pt;color:black">Thanks</span></div>
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<b><span lang="EN-US" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black;border:none windowtext 1.0pt;padding:0cm'>Tyler Adams</span></b><span lang="EN-US" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black;border:none windowtext 1.0pt;padding:0cm'> </span><span lang="EN-US" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F;border:none windowtext 1.0pt;padding:0cm'>|
 Business Partnership Manager VIC<br>
Les Mills Asia Pacific</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F;border:none windowtext 1.0pt;padding:0cm'> | <a href="mailto:[email-masked]" rel="noreferrer"><span style='font-family:"inherit",serif'>[email-masked]</span></a><br>
PO Box 3998 Manuka ACT 2603 AUSTRALIA<br>
tel  +61 </span><span style='font-size:8.5pt;font-family:"inherit",serif;color:#7F7F7F;border:none windowtext 1.0pt;padding:0cm'> 2 6215 8104 </span><span style='font-size:8.0pt;font-family:"inherit",serif;color:#7F7F7F;border:none windowtext 1.0pt;padding:0cm'>|
 mob 0422 024 315 | <a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer">www.lesmills.com.au</a> </span>
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<u><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black;background:white'>Get your 2021 Workshop Calendar </span></u><b><u><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#0C64C0;background:white'><a href="https://www.lesmills.com.au/calendar/AUS-2021" target="_blank" title="https://www.lesmills.com.au/calendar/AUS-2021" rel="noreferrer">here!</a></span></u></b>
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 the latest Instructor Training dates</a></span></u></b></div>
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<u><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#999999;background:#FDFDFD'>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></u><u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:black;background:white'>
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<b><span style="color:black">From:</span></b><span style="color:black"> Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Sent:</b> Wednesday, 7 April 2021 8:53 AM<br>
<b>To:</b> Tyler Adams &lt;[email-masked]&gt;; Churyl Scheppard &lt;[email-masked]&gt;<br>
<b>Cc:</b> Scott Lambert &lt;[email-masked]&gt;; Les Mills International &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Fitness Works 4U</span> </div>
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<div class="xxxxmsonormal"><span lang="EN-US">Hi Tyler,</span></div>
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<div class="xxxxmsonormal"><span lang="EN-US">Churyl said that they did delete and download the app and it started downloading content. Later on when the checked it had stopped downloading content and said something like no studio set up…. Or something like that.</span></div>
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<div class="xxxxmsonormal" 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="xxxxmsonormal" 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="xxxxmsonormal" 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="xxxxmsonormal" 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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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Tel
</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>
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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="xxxxmsonormal" 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="xxxxmsonormal" style="background:white"><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Les Mills Virtual App - Troubleshooting Link:</span></b></div>
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<div class="xxxxmsonormal" style="background:white"><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'><a href="https://www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s" rel="noreferrer"><span style="color:#0563C1">https://www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s</span></a></span></div>
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<div class="xxxxmsonormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>AV Support Operating Hours: Monday – Friday 9:00am – 5:00pm
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 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></u></div>
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<b><span style="font-size:12.0pt;color:black">From: </span>
</b><span style="font-size:12.0pt;color:black">Tyler Adams &lt;[email-masked]&gt;<br>
<b>Date: </b>Wednesday, 7 April 2021 at 8:39 AM<br>
<b>To: </b>Churyl Scheppard &lt;[email-masked]&gt;<br>
<b>Cc: </b>Scott Lambert &lt;[email-masked]&gt;, Les Mills International &lt;[email-masked]&gt;, Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Subject: </b>Re: Fitness Works 4U</span>
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<div class="xxxxmsonormal" style="background:white"><span style="font-size:12.0pt;color:black">Hi Churyl</span></div>
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<div class="xxxxmsonormal" style="background:white"><span style="font-size:12.0pt;color:black">Did you get this message yesterday? You'll need to give us some more information about the kind of error message you're receiving so that LMI Support can help you out.</span></div>
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<div class="xxxxmsonormal" style="background:white"><span style="font-size:12.0pt;color:black">A photo from your phone is fine, or you can write out what the message is saying. Also, did you recently delete and reinstall the app?</span></div>
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<div class="xxxxmsonormal" style="background:white"><span style="font-size:12.0pt;color:black">Thanks<br>
Tyler</span></div>
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<b><span lang="EN-US" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black;border:none windowtext 1.0pt;padding:0cm'>Tyler Adams</span></b><span lang="EN-US" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black;border:none windowtext 1.0pt;padding:0cm'> </span><span lang="EN-US" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F;border:none windowtext 1.0pt;padding:0cm'>|
 Business Partnership Manager VIC<br>
Les Mills Asia Pacific</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F;border:none windowtext 1.0pt;padding:0cm'> | <a href="mailto:[email-masked]" rel="noreferrer"><span style='font-family:"inherit",serif'>[email-masked]</span></a><br>
PO Box 3998 Manuka ACT 2603 AUSTRALIA<br>
tel  +61 </span><span style='font-size:8.5pt;font-family:"inherit",serif;color:#7F7F7F;border:none windowtext 1.0pt;padding:0cm'> 2 6215 8104 </span><span style='font-size:8.0pt;font-family:"inherit",serif;color:#7F7F7F;border:none windowtext 1.0pt;padding:0cm'>|
 mob 0422 024 315 | <a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer">www.lesmills.com.au</a> </span>
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<u><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:black;background:white'>Get your 2021 Workshop Calendar </span></u><b><u><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#0C64C0;background:white'><a href="https://www.lesmills.com.au/calendar/AUS-2021" target="_blank" title="https://www.lesmills.com.au/calendar/AUS-2021" rel="noreferrer">here!</a></span></u></b>
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 out the latest Instructor Training dates</a></span></u></b></div>
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<u><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#999999;background:#FDFDFD'>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></u><u><span style='font-size:9.0pt;font-family:"Arial",sans-serif;color:black;background:white'>
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<b><span style="color:black">From:</span></b><span style="color:black"> Les Mills International &lt;[email-masked]&gt;<br>
<b>Sent:</b> Tuesday, 6 April 2021 3:55 PM<br>
<b>To:</b> Tyler Adams &lt;[email-masked]&gt;<br>
<b>Cc:</b> [email-masked] &lt;[email-masked]&gt;; Scott Lambert &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Fitness Works 4U</span> </div>
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<div class="xxxxmsonormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thank you for raising a support ticket. </span></div>
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<div class="xxxxmsonormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>@ Hi Churyl,</span></div>
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<div class="xxxxmsonormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Could you please let us know if you are seeing any error messages on the Virtual App? If yes, could you please send a photo of the error?</span></div>
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<div class="xxxxmsonormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Looking at the backend I can see that you have received a "No Studio Error". Could you please also let us know if the app was recently deleted and then reinstalled?</span></div>
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<div class="xxxxmsonormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Looking forward to your reply.</span></div>
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<div class="xxxxmsonormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Best Regards,</span></div>
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<div class="xxxxmsonormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Pritish Nandi</span></div>
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<div class="xxxxmsonormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Customer Services </span></div>
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<div class="xxxxmsonormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4442" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4442</a></span></div>
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<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt">
<div class="xxxxmsonormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Tue, 6 Apr at 6:11 PM
<span class="xxxxxseparator">, Tyler Adams &lt;[email-masked]&gt; wrote: </span>
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<div class="xxxxmsonormal" style="background:white"><span style="font-size:12.0pt;color:black">Hi Support Team</span></div>
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<div class="xxxxmsonormal" style="background:white"><span style="font-size:12.0pt;color:black">Churyl from Fitness Works 4U in Darwin (CID 242613) has reported issues with the player. She has restarted the system and it doesn't seem to be resolving the issues.
 Are you able to take a look into the player's logs and see what the problem might be?<br>
<br>
Thanks for your urgent attention on this.</span></div>
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<div class="xxxxmsonormal" style="background:white"><span style="font-size:12.0pt;color:black">Tyler</span></div>
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<b><span lang="EN-US" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black;border:none windowtext 1.0pt;padding:0cm'>Tyler Adams</span></b><span lang="EN-US" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black;border:none windowtext 1.0pt;padding:0cm'> </span><span lang="EN-US" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F;border:none windowtext 1.0pt;padding:0cm'>|
 Business Partnership Manager VIC<br>
Les Mills Asia Pacific</span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F;border:none windowtext 1.0pt;padding:0cm'> | <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
PO Box 3998 Manuka ACT 2603 AUSTRALIA<br>
tel  +61 </span><span style='font-size:8.5pt;font-family:"inherit",serif;color:#7F7F7F;border:none windowtext 1.0pt;padding:0cm'> 2 6215 8104 </span><span style='font-size:8.0pt;font-family:"inherit",serif;color:#7F7F7F;border:none windowtext 1.0pt;padding:0cm'>|
 mob 0422 024 315 | <a href="http://www.lesmills.com.au/" target="_blank" rel="noreferrer">www.lesmills.com.au</a> </span><span style="font-size:12.0pt;color:black">
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<u><span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:black;background:white'>Get your 2021 Workshop Calendar </span></u><b><u><span style='font-size:12.0pt;font-family:"Arial",sans-serif;color:#0C64C0;background:white'><a href="https://www.lesmills.com.au/calendar/AUS-2021" target="_blank" title="https://www.lesmills.com.au/calendar/AUS-2021" rel="noreferrer">here!</a></span></u></b><span style="font-size:12.0pt;color:black">
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<div class="xxxxmsonormal" style="line-height:12.75pt;background:white"><b><u><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:#0C64C0'><a href="https://www.lesmills.com.au/training/IMT" title="https://www.lesmills.com.au/training/IMT" rel="noreferrer">Check out
 the latest Instructor Training dates</a></span></u></b></div>
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<u><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#999999;background:#FDFDFD'>The contents of this email and its attachments are confidential and privileged. Any unauthorised
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<b><span style='font-family:"Helvetica Neue";color:black'>From:</span></b><span style='font-family:"Helvetica Neue";color:black'> Churyl Scheppard &lt;[email-masked]&gt;<br>
<b>Sent:</b> Tuesday, 6 April 2021 3:08 PM<br>
<b>To:</b> Tyler Adams &lt;[email-masked]&gt;<br>
<b>Subject:</b> IMG_1761.HEIC</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>4442:859387</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4441