Subject: Ticket re-opened - [#4647] Healthy Horizons
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 21 Jun 2021 04:45:00 +0000

Hi Pritish Nandi,  Ticket “#4647 – Healthy Horizons” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4647 to view the ticket.  Ticket comment   
 Thanks Charlotte,  

 

 
 This set up is at the other end of the studio to the stage so we have a dedicated set of speakers.
 
We’re running the audio through the projector to give us volume control to save the expense of a mixer/audio processor.

 

 
 We had a similar issue with another site recently. I think we replaced the SM11 to resolve the issue. I’ll double check with our team and also check what EDID settings we used on that site and effect
 those changes here to see if that helps.  

  

 I’ll confirm and get back to you soon.

 

 
 Thanks, 

  

 
Wade Schrader | D: +612 8578 8296 | O: +612 9540 4000 |
www.compactmonitor.com.au

 

 
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 From: Les Mills International <[email-masked]>
 
Sent: Monday, 21 June 2021 12:41 PM 
To: [email-masked] 
Cc: Wade Schrader <[email-masked]>; [email-masked]; [email-masked] 
Subject: Re: Healthy Horizons

 

   

 
 
 Hi Wade, 

 
 
 ​ 

 
 
 Thanks for sending the schematic.  We've found for the most reliable playback experience, audio has to be extracted from the EDID, rather than the projector,

which is detailed in this article. I'd suggest adjusting the setup to eliminate that as a potential cause of the issue before we look at alternative options. 

 
 
 ​ 

 
 
 Many thanks 

 
 
 ​ 

 
 
 Charlotte 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4647  

 

  

 

 
 
On Mon, 21 Jun at 3:19 PM
, Christine Gaby <[email-masked]> wrote:

 

 
 Yes correct 

 

 

 

 
 
From: Wade Schrader <[email-masked]>
 
Sent: Monday, 21 June 2021 10:41 AM 
To: Les Mills International <[email-masked]>;
[email-masked] 
Cc: [email-masked]; 
[email-masked] 
Subject: RE: Healthy Horizons

 

 

 

 
Hi Charlotte,

 

 

 

 
Schematic attached. EDID manager is a Bluestream SM11.

 

 

 

 
Christine, could you confirm the issue is the same as last time?

 

 
Ie, the image on the projector drops out, the class keeps running on the iPad, then the image comes back on its own in the middle of the class?

 

   

 

Thanks,

 

   

 

Wade Schrader | D: +612 8578 8296 | O: +612 9540 4000 |
www.compactmonitor.com.au

 

 

 

 
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.

 

   

 

 
From: Les Mills International <[email-masked]>
 
Sent: Friday, 18 June 2021 4:59 PM 
To: [email-masked] 
Cc: Wade Schrader <[email-masked]>;
[email-masked]; 
[email-masked] 
Subject: Re: Healthy Horizons

 

 

 

 

 
 Hi Christine, 

 

 
 ​ 

 

 
 I can see that RPM started at 7.30am on Thursday, we'll investigate why this happened and get back to you. Wade, can you provide a schematic of the equipment connected within
 the studio please, including the make and model of EDID? 

 

 
 ​ 

 

 
 Many thanks 

 

 
 ​ 

 

 
 Charlotte 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4647  

 

 

 

 

 
 ​ 

 

 
 
 On Fri, 18 Jun at 11:43 AM
, Christine Gaby <[email-masked]> wrote:

 

 

Wednesday 10.30am Sprint.

 

 

 

 

 
We also had a class randomly start at 7.30am Thursday (RPM) which was not scheduled on anything. We have no idea why that happened.

 

 

   

 

 

 
 
From: Les Mills International <[email-masked]>
 
Sent: Friday, 18 June 2021 8:06 AM 
To: [email-masked] 
Cc: [email-masked];
[email-masked]; 
[email-masked] 
Subject: Re: Healthy Horizons 

 

 

 

 

 

 Hi Christine, 

 

 

 ​ 

 

 

 Sorry to hear this.  Could you provide a time and date that the issue happened please and I'll take a look to see if there are any clues at the App end. 

 

 

 ​ 

 

 

 Thanks 

 

 

 ​ 

 

 

 Charlotte 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4647  

 

 

 

 

 

 

4647:859387

 

 

 

 

4647:859387

 

 

 

 
4647:859387