Subject: New Reply Received - Re: Healthy Horizons - LMI Help Desk Support - program cutting out
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 31 May 2021 00:28:02 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Re: Healthy Horizons - LMI Help Desk Support - program cutting out  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style="mso-fareast-language:EN-US">No does not restart from the beginning, start from where it was.</span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Both audio and video cut out.</span></div>
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<div>From:<span lang="EN-US"> [email-masked] &lt;[email-masked]&gt; <br><b>Sent:</b> Monday, 31 May 2021 10:18 AM<br><b>To:</b> 'Les Mills International' &lt;[email-masked]&gt;; [email-masked]<br><b>Cc:</b> [email-masked]<br><b>Subject:</b> RE: Re: Healthy Horizons - LMI Help Desk Support - program cutting out</span>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Thanks Charlotte, </span></div>
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">Christine, I think we need to understand the issue a bit better. </span></div>
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<span style="mso-fareast-language:EN-US">You mentioned “</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>the Les Mills class totally cuts out for a few seconds and restarts”</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Does the class restart from the beginning?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Does the video and the audio cut out or just the video?</span></div>
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<div class="MsoNormal"><span style="color:#1F497D">Thanks,</span></div>
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<span style="color:#1F497D">Wade Schrader | D: +612 8578 8296 | O: +612 9540 4000 | </span><a href="www.compactmonitor.com.au" rel="noreferrer"><span style="color:#0563C1">www.compactmonitor.com.au</span></a>
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<b><span lang="EN-US">From:</span></b><span lang="EN-US"> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; <br><b>Sent:</b> Monday, 31 May 2021 8:27 AM<br><b>To:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br><b>Cc:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>; <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>; <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br><b>Subject:</b> Re: Re: Healthy Horizons - LMI Help Desk Support - program cutting out</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Christine,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thanks for the detail, I've had a look back over the last 14 days of playback data and it appears the video signal has been sent successfully from the App and all classes have started and completed, so the issue is most likely down to a piece of equipment that's losing the signal intermittently. Also, if classes aren't starting on time, you could try adjusting the start offset within Automation settings.  The default is 30 seconds, but you might want to try extending it to one minute to allow enough time for the equipment to warm up.  It would be best for your AV provider to advise on this, however, as they're familiar with your setup and requirements of the studio.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Kind regards</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Charlotte<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4588" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4588</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Mon, 31 May at 10:19 AM <span class="separator">, Christine Gaby &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote: </span></span><span class="separator"></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Hi All,</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Yes virtual username </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>500674. </span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Most times when the class starts it is not a smooth start.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>It glitches, turns on and off, usually a couple of times. Often the introduction with the bike set up is missed or cut off.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>In the last 2 weeks there have been a number of times (I have only had morning time slots reported to me so far) that the program stops altogether for 2-3 seconds and then starts again. </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>It is hard for me to give much more detail than this as I am not in all of the classes. I am not even at the gym that often and will get a message sent to me. </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From:</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; <br><b>Sent:</b> Friday, 28 May 2021 5:10 PM<br><b>To:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br><b>Cc:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>; <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br><b>Subject:</b> Re: Re: Healthy Horizons - LMI Help Desk Support - program cutting out </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Greg,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for raising a support ticket.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>@Hi Christine,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>We are sorry to hear about the issue and will help you the best we can to resolve this. Could you please confirm if your Virtual Username is </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>500674?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>If yes, we have checked the backend data and found no errors or issues with playback for the last 7 days. Could you please advise us on specific time and date for the issues you are encountering so that we can have a deep down look in the database?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Also, when you say glitches with the Virtual App could you describe the issue so that we can investigate further?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Looking forward to your response.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best Regards,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Pritish</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Customer Services</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Les Mills Virtual App<br><br>Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4588" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4588</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 28 May at 7:11 PM <span class="separator">, Greg Cartagena &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote: </span></span></div>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi LMI Support,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Please reads email chain regarding Christine’s report of their experiences during content playback AV is apparently working correctly. </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Can you have a look into this and see if you can work out the cause and provide instructions to resolve? </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From Christine:</span></b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Over the last few weeks we have had classes where the Les Mills class totally cuts out for a few seconds and restarts. We also have glitches at the very start most days. It starts, stops and starts again. Sometimes the intro part is interrupted quite a bit. Is there something that can be done?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Please reply to Christine directly on the email included.</span></div>
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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",sans-serif;color:black'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></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",sans-serif;color:black'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></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",sans-serif;color:black'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></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",sans-serif;color:black'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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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">[email-masked]</a></span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </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">link to our FAQ's</a></span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span>
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<b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Les Mills Virtual App - Troubleshooting Link:</span></b><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<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">https://www.youtube.com/watch?v=9SnShjgWAhE&amp;list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&amp;index=6&amp;t=16s</a></span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>AV Support Operating Hours: Monday – Friday 9:00am – 5:00pm </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif;color:black'>From: </span></b><span style='font-size:12.0pt;font-family:"Helvetica",sans-serif;color:black'>"<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>" &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br><b>Date: </b>Friday, 28 May 2021 at 4:00 PM<br><b>To: </b>'Christine Gaby' &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br><b>Cc: </b>Greg Cartagena &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br><b>Subject: </b>RE: program cutting out</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Christine, </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>If the class is going back to the start it sounds like an issue with the app. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I think the normal process is to check the app and the ipad are up to date first. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Les Mills have some reporting or logging on there side where they might be able to see if there are any issues too. </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Greg, can you advise the best way to raise a support request? </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#1F497D'>Thanks,</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#1F497D'>Wade Schrader | D: +612 8578 8296 | O: +612 9540 4000 | <a href="www.compactmonitor.com.au" rel="noreferrer">www.compactmonitor.com.au</a></span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span>
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<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From:</span></b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> Christine Gaby &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; <br><b>Sent:</b> Friday, 28 May 2021 10:51 AM<br><b>To:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br><b>Subject:</b> program cutting out </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Wade,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Over the last few weeks we have had classes where the Les Mills class totally cuts out for a few seconds and restarts. We also have glitches at the very start most days. It starts, stops and starts again. Sometimes the intro part is interrupted quite a bit. Is there something that can be done?</span></div>
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<b><span lang="EN-US" style='font-size:14.0pt;font-family:"Helvetica",sans-serif'>Christine Gaby</span></b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span lang="EN-US" style='font-size:14.0pt;font-family:"Helvetica",sans-serif'>Healthy Horizons</span></b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span lang="EN-US" style='font-size:14.0pt;font-family:"Helvetica",sans-serif'>Email: <a href="mailto:[email-masked]" rel="noreferrer"><span style="color:windowtext">[email-masked]</span></a></span></b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span lang="EN-US" style='font-size:14.0pt;font-family:"Helvetica",sans-serif'>Mobile: 0418 141 139</span></b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>4588:859387</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> </span>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4588