Subject: New Reply Received - Healthy Horizons
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Mon, 21 Jun 2021 04:45:00 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Healthy Horizons  Ticket comment <div class="WordSection1">
<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">This set up is at the other end of the studio to the stage so we have a dedicated set of speakers.
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We’re running the audio through the projector to give us volume control to save the expense of a mixer/audio processor.
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">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
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<div class="MsoNormal"><span style="mso-fareast-language:EN-US">I’ll confirm and get back to you soon.
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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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<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Monday, 21 June 2021 12:41 PM<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> Wade Schrader &lt;[email-masked]&gt;; [email-masked]; [email-masked]<br>
<b>Subject:</b> Re: Healthy Horizons</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'>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,
<a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-" rel="noreferrer">
which is detailed in this article</a>. I'd suggest adjusting the setup to eliminate that as a potential cause of the issue before we look at alternative options.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Many thanks</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Charlotte<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4647" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4647</a> </span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Mon, 21 Jun at 3:19 PM
<span class="separator">, Christine Gaby &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Yes correct</span></div>
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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'> Wade Schrader &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Monday, 21 June 2021 10:41 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>; <a href="mailto:[email-masked]" rel="noreferrer">
[email-masked]</a><br>
<b>Subject:</b> RE: Healthy Horizons</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Hi Charlotte,
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Schematic attached. EDID manager is a Bluestream SM11.
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Christine, could you confirm the issue is the same as last time?</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'>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?</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'>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 |
</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="www.compactmonitor.com.au" rel="noreferrer"><span style="color:#0563C1">www.compactmonitor.com.au</span></a>
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 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><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'> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Friday, 18 June 2021 4:59 PM<br>
<b>To:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
<b>Cc:</b> Wade Schrader &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;;
<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: Healthy Horizons</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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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'>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?</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Many thanks</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Charlotte<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4647" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4647</a> </span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Fri, 18 Jun at 11:43 AM
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;mso-fareast-language:EN-US'>Wednesday 10.30am Sprint.</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'>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.
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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;
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<b>Sent:</b> Friday, 18 June 2021 8:06 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: Healthy Horizons </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'>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.</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4647" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4647</a> </span></div>
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