Subject: New Reply Received - Re: Healthy Horizons - LMI Help Desk Support - program cutting out
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Wed, 09 Jun 2021 23:08:08 +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 lang="EN-US">Thanks Christine,</span></div>
<div></div>
<div></div>
<div class="MsoNormal"><span lang="EN-US"></span></div>
<div> </div>
<div></div>
<div class="MsoNormal"><span lang="EN-US">All the best to you…</span></div>
<div></div>
<div></div>
<div class="MsoNormal"><span lang="EN-US"></span></div>
<div> </div>
<div></div>
<div>
<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span></div>
<div></div>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'></span></div>
<div> </div>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span></div>
<div></div>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'></span></div>
<div> </div>
<div></div>
<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>
<div></div>
<div></div>
<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>
<div></div>
<div></div>
<div class="MsoNormal">
<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>
</div>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'></span></div>
<div> </div>
<div></div>
<div class="MsoNormal">
<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>
</div>
<div></div>
<div></div>
<div class="MsoNormal"><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif'>Virtual Video Guide Link:
</span></b></div>
<div></div>
<div></div>
<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>
<div></div>
<div></div>
<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>
<div></div>
<div></div>
<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>
<div></div>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'></span></div>
<div> </div>
<div></div>
<div class="MsoNormal" 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
</span></div>
<div></div>
<div></div>
<div class="MsoNormal" style="background:white">
<img width="601" height="128" style="width:6.2604in;height:1.3333in" id="_x0000_i1026" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTQ3MDcyNjksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.XBgbDXqnvo_WeW-ylhOZbvGfQj88XoBqBWPVU0Fbbt8" alt="/var/folders/cy/jz6gmzgn12lbvn68mt_q971w0000gn/T/com.microsoft.Outlook/WebArchiveCopyPasteTempFiles/cid4e5d83aa-778e-49ca-92c5-697cfb4b1425"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'></span>
</div>
<div></div>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'></span></div>
<div> </div>
<div></div>
<div class="MsoNormal" 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><u><span style="font-size:12.0pt;color:black;background:white"></span></u>
</div>
<div></div>
<div></div>
<div class="MsoNormal">
<span style="font-size:12.0pt;color:black"> </span><span style="color:black"></span>
</div>
<div></div>
<div></div>
</div>
<div class="MsoNormal"><span lang="EN-US"></span></div>
<div> </div>
<div></div>
<div class="MsoNormal"><span lang="EN-US"></span></div>
<div> </div>
<div></div>
<div style="border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm">
<div class="MsoNormal"><b><span style="font-size:12.0pt;color:black"></span></b></div>
</div>
</div>
<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>From: <span style="font-size:12.0pt;color:black">Christine Gaby &lt;[email-masked]&gt;<br>
<b>Date: </b>Thursday, 10 June 2021 at 8:58 AM<br>
<b>To: </b>Greg Cartagena &lt;[email-masked]&gt;<br>
<b>Cc: </b>"[email-masked]" &lt;[email-masked]&gt;, Kathryn Tighe &lt;[email-masked]&gt;, 'Les Mills International' &lt;[email-masked]&gt;<br>
<b>Subject: </b>RE: Healthy Horizons - LMI Help Desk Support - program cutting out</span>
</div>
<div></div>
<div></div>

<div>
<div class="MsoNormal"></div>
<div> </div>
</div>
<div class="MsoNormal">Yes it looks as though this week there have been no hiccups at all. Thanks all for your help to make this right.</div>
<div></div>
<div class="MsoNormal"> </div>
<div></div>
<div>
<div style="border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0cm 0cm 0cm">
<div class="MsoNormal">
<b><span lang="EN-US">From:</span></b><span lang="EN-US"> Greg Cartagena &lt;[email-masked]&gt;
<br>
<b>Sent:</b> Thursday, 10 June 2021 8:40 AM<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> [email-masked]; Kathryn Tighe &lt;[email-masked]&gt;; Les Mills International &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Healthy Horizons - LMI Help Desk Support - program cutting out</span>
</div>
<div></div>
</div>
</div>
<div class="MsoNormal"> </div>
<div></div>
<div class="MsoNormal"><span lang="EN-US">Hi Christine,</span></div>
<div></div>
<div class="MsoNormal"><span lang="EN-US"> </span></div>
<div></div>
<div class="MsoNormal"><span lang="EN-US">I hope all is well and the LMV App platform and AV system is now playing without the reported issues in program playback. Can you kindly let us know if it is all sorted and LMI support will close the helpdesk case?</span></div>
<div></div>
<div class="MsoNormal"><span lang="EN-US"> </span></div>
<div></div>
<div class="MsoNormal"><span lang="EN-US">Many thanks…</span></div>
<div></div>
<div class="MsoNormal"><span lang="EN-US"> </span></div>
<div></div>
<div>
<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Kind Regards,</span></div>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'> </span></div>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'>Greg</span></div>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'> </span></div>
<div></div>
<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>
<div></div>
<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>
<div></div>
<div class="MsoNormal">
<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>
</div>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'> </span></div>
<div></div>
<div class="MsoNormal">
<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>
</div>
<div></div>
<div class="MsoNormal"><b><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif'>Virtual Video Guide Link:
</span></b></div>
<div></div>
<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>
<div></div>
<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>
<div></div>
<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>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#212121'> </span></div>
<div></div>
<div class="MsoNormal" 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
</span></div>
<div></div>
<div class="MsoNormal" style="background:white"><span style="color:black"><img width="602" height="128" style="width:6.2708in;height:1.3333in" id="Picture_x0020_1" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwOTQ3MDcyNzAsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.bYrUBTR6J65h2OB5ilrlVWgCgW5QZXaMb66KN68Z3Z8" alt="/var/folders/cy/jz6gmzgn12lbvn68mt_q971w0000gn/T/com.microsoft.Outlook/WebArchiveCopyPasteTempFiles/cid4e5d83aa-778e-49ca-92c5-697cfb4b1425"></span></div>
<div></div>
<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#212121'> </span></div>
<div></div>
<div class="MsoNormal" 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>
<div></div>
<div class="MsoNormal"><span style="font-size:12.0pt;color:black"> </span></div>
<div></div>
</div>
<div class="MsoNormal"><span lang="EN-US"> </span></div>
<div></div>
<div class="MsoNormal"><span lang="EN-US"> </span></div>
<div></div>
<div style="border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm">
<div class="MsoNormal">
<b><span style="font-size:12.0pt;color:black">From: </span></b><span style="font-size:12.0pt;color:black">Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Reply-To: </b>Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Date: </b>Thursday, 10 June 2021 at 12:23 AM<br>
<b>To: </b>Greg Cartagena &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc: </b>"<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>" &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;, "<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>"
 &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;, Greg Cartagena &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;, Kathryn Tighe &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject: </b>Re: Re: Healthy Horizons - LMI Help Desk Support - program cutting out</span>
</div>
<div></div>
</div>
<div>
<div class="MsoNormal"> </div>
<div></div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Greg,</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>This is a quick follow up email.</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Is there is still a playback issue in Healthy Horizons? Have they tried to change cables? Does it help?</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>​</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Kind regards,<br>
Olesia<br>
Customer Services<br>
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>
<div></div>
</div>
<div>
<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt">
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Tue, 1 Jun at 3:40 PM
<span class="separator">, Wade.schrader &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
</span></span></div>
<div></div>
<div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Kathryn,
</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Below is the rest of the email trail.
<br>
Sounds like a hardware issue. I’ll see if Christine can reseat the cables, if that doesn’t work, ill go swap out the apple adapter.
</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:#1F497D'>Thanks,</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal">
<span style='font-size:10.0pt;font-family:"Helvetica Neue";color:#1F497D'>Wade Schrader | D: +612 8578 8296 | O: +612 9540 4000 |
</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><a href="www.compactmonitor.com.au" rel="noreferrer"><span style="color:#0563C1">www.compactmonitor.com.au</span></a>
</span>
</div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:8.0pt;font-family:"Helvetica Neue"'>This e-mail and its contents are confidential, protected by law and legally privileged. Only access by the addressee is authorised. In the event that you are not the addressee,
 please notify the sender immediately. Do not discuss, disclose the contents to any person, or store or copy the information in any medium or use it for any purpose whatsoever. Copyright in this e-mail (and any attachments created by Compact Monitor Systems
 Australia (CMSA) belongs to CMSA which asserts the right to be identified as such and hereby objects to any misuse thereof.</span></div>
<div></div>
</div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
</div>
<div>
<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt">
<div>
<div class="MsoNormal">
<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:
</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
<br>
<b>Sent:</b> Monday, 31 May 2021 11:10 AM<br>
<b>To:</b> 'Christine Gaby' &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; 'Les Mills International' &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;; [email-masked]'
 &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> RE: Re: Healthy Horizons - LMI Help Desk Support - program cutting out
</span>
</div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thanks Christine,
</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Sounds like it might be the apple HDMI adapter connected to the iPad.</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>I’ll pop out there some time this week and swap it over and see if it helps</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:#1F497D'>Thanks,</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal">
<span style='font-size:10.0pt;font-family:"Helvetica Neue";color:#1F497D'>Wade Schrader | D: +612 8578 8296 | O: +612 9540 4000 |
</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><a href="www.compactmonitor.com.au" rel="noreferrer"><span style="color:#0563C1">www.compactmonitor.com.au</span></a>
</span>
</div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:8.0pt;font-family:"Helvetica Neue"'>This e-mail and its contents are confidential, protected by law and legally privileged. Only access by the addressee is authorised. In the event that you are not the addressee,
 please notify the sender immediately. Do not discuss, disclose the contents to any person, or store or copy the information in any medium or use it for any purpose whatsoever. Copyright in this e-mail (and any attachments created by Compact Monitor Systems
 Australia (CMSA) belongs to CMSA which asserts the right to be identified as such and hereby objects to any misuse thereof.</span></div>
<div></div>
</div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div style="border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0cm 0cm 0cm">
<div>
<div class="MsoNormal">
<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:</span></b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'> Christine Gaby &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
<br>
<b>Sent:</b> Monday, 31 May 2021 10:28 AM<br>
<b>To:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>; 'Les Mills International' &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;;
<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>
</div>
<div></div>
</div>
</div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>No does not restart from the beginning, start from where it was.</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Both audio and video cut out.</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div style="border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0cm 0cm 0cm">
<div>
<div class="MsoNormal">
<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:</span></b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
<br>
<b>Sent:</b> Monday, 31 May 2021 10:18 AM<br>
<b>To:</b> 'Les Mills International' &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;;
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
<b>Cc:</b> <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>
</div>
<div></div>
</div>
</div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thanks Charlotte,
</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Christine, I think we need to understand the issue a bit better.
</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal">
<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>You mentioned “</span><span style="font-size:10.0pt;font-family:Helvetica">the Les Mills class totally cuts out for a few seconds and restarts”</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
</span>
</div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Does the class restart from the beginning?</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Does the video and the audio cut out or just the video?</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:#1F497D'>Thanks,</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal">
<span style='font-size:10.0pt;font-family:"Helvetica Neue";color:#1F497D'>Wade Schrader | D: +612 8578 8296 | O: +612 9540 4000 |
</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><a href="www.compactmonitor.com.au" rel="noreferrer"><span style="color:#0563C1">www.compactmonitor.com.au</span></a>
</span>
</div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:8.0pt;font-family:"Helvetica Neue"'>This e-mail and its contents are confidential, protected by law and legally privileged. Only access by the addressee is authorised. In the event that you are not the addressee,
 please notify the sender immediately. Do not discuss, disclose the contents to any person, or store or copy the information in any medium or use it for any purpose whatsoever. Copyright in this e-mail (and any attachments created by Compact Monitor Systems
 Australia (CMSA) belongs to CMSA which asserts the right to be identified as such and hereby objects to any misuse thereof.</span></div>
<div></div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div style="border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0cm 0cm 0cm">
<div>
<div class="MsoNormal">
<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:</span></b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica Neue"'> 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>
</div>
<div></div>
</div>
</div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
<div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Hi Christine,</span></div>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">​</span></div>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">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>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">​</span></div>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Kind regards</span></div>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">​</span></div>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">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>
<div></div>
</div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> </span></div>
<div></div>
</div>
</div>
</div>
<div>
<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt">
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">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></div>
<div></div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Hi All,</span></div>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica"> </span></div>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Yes virtual username 500674.
</span></div>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica"> </span></div>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal">
<span style="font-size:10.0pt;font-family:Helvetica">Most times when the class starts it is not a smooth start.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
</span>
</div>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica"> </span></div>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal">
<span style="font-size:10.0pt;font-family:Helvetica">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 Neue"'>
</span>
</div>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica"> </span></div>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">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></div>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica"> </span></div>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">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></div>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica"> </span></div>
<div></div>
</div>
</div>
</div>
<div>
<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt">
<div>
<div>
<div class="MsoNormal">
<span style="font-size:10.0pt;font-family:Helvetica">From:</span><span lang="EN-US" style="font-size:10.0pt;font-family:Helvetica"> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
<br>
<b>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>
</div>
<div></div>
</div>
</div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica"> </span></div>
<div></div>
</div>
</div>
<div>
<div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Hi Greg,</span></div>
<div></div>
</div>
</div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">​</span></div>
<div></div>
</div>
</div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Thank you for raising a support ticket.</span></div>
<div></div>
</div>
</div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">​</span></div>
<div></div>
</div>
</div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">@Hi Christine,</span></div>
<div></div>
</div>
</div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">​</span></div>
<div></div>
</div>
</div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">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>
<div></div>
</div>
</div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">500674?</span></div>
<div></div>
</div>
</div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">​</span></div>
<div></div>
</div>
</div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">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>
<div></div>
</div>
</div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">​</span></div>
<div></div>
</div>
</div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Also, when you say glitches with the Virtual App could you describe the issue so that we can investigate further?</span></div>
<div></div>
</div>
</div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">​</span></div>
<div></div>
</div>
</div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Looking forward to your response.</span></div>
<div></div>
</div>
</div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">​</span></div>
<div></div>
</div>
</div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Best Regards,</span></div>
<div></div>
</div>
</div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Pritish</span></div>
<div></div>
</div>
</div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">Customer Services</span></div>
<div></div>
</div>
</div>
</div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica">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>
<div></div>
</div>
</div>
</div>
<div>
<div>
<div>
<div>
<div class="MsoNormal"><span style="font-size:10.0pt;font-family:Helvetica"> </span></div>
<div></div>
</div>
</div>
</div>
</div>
</div>
<div>
<div>
<div class="MsoNormal">
<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>4588:859387</span><span style="font-size:10.0pt;font-family:Helvetica">
</span>
</div>
<div></div>
</div>
</div>
</div>
</blockquote>
</div>
</blockquote>
</div>
</div>
</div>
</blockquote>
</div>
</blockquote>
</div>
</div>
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
</span></div>
<div></div>
</div>

</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4588