Subject: New Reply Received - Re: No sound after update
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Fri, 04 Mar 2022 22:50:58 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  Re: No sound after update  Ticket comment <div dir="ltr">
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<div dir="ltr">Hello,</div>
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<div dir="ltr">There was a man from HDD Group for help. He has solved the problem. The problem was in the ipad. Strange enough only for the Less Mills app. So its fixed!</div>
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<div dir="ltr">Thank you for youre time!</div>
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<div dir="ltr">Greets Dirjan,</div>
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<div>Van: Les Mills International &lt;[email-masked]&gt;<br>
<b>Verzonden:</b> Friday, March 4, 2022 5:10:48 PM<br>
<b>Aan:</b> [email-masked] &lt;[email-masked]&gt;<br>
<b>Onderwerp:</b> Re: Re: No sound after update
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<div dir="ltr">Hi Dirjan,</div>
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<div dir="ltr">I hope you are doing well.</div>
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<div dir="ltr">We can see that RPM 92 at 7:01 pm failed due to a problem connecting to the external screen. <span dir="ltr">I'd suggest trying an alternative Apple adapter, switching out the HDMI cables or checking with your AV provider to make sure all the
 equipment is setup correctly, including the EDID. If you're able to provide a schematic of your AV setup that might help us establish where the problem might be. Feel free to</span><span> include your AV provider in this thread so we can get that conversation
 going.</span> </div>
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<div><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-" rel="noreferrer" target="">Here is a link to the equipment required for a smooth Virtual experience.</a></div>
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<div dir="ltr">​</div>
<div dir="ltr">Kind regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5250" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5250</a>
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<blockquote class="x_freshdesk_quote">On Sat, 26 Feb at 9:17 PM <span class="x_separator">
, Les Mills International &lt;[email-masked]&gt; wrote:
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<div dir="ltr">Hi Dirjan,</div>
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<div dir="ltr">Thank you for the update. </div>
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<div dir="ltr">It looks like an issue with the AV equipment or the connection. ​Is it possible for you to get in touch with your AV partner and go through the connection and settings again? </div>
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<div dir="ltr">Also, make sure you have the correct AV equipment for the setup.</div>
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<div dir="ltr"><a href="https://lesmillsvirtualapp.freshdesk.com/a/solutions/articles/36000084204?lang=en&amp;portalId=36000052867" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/a/solutions/articles/36000084204?lang=en&amp;portalId=36000052867</a></div>
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<div dir="ltr">If it helps you can add him to this email trail.</div>
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<div dir="ltr">Kind Regards,</div>
<div dir="ltr">Pritish<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5250" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5250</a> </div>
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<blockquote class="x_freshdesk_quote">On Sat, 26 Feb at 11:49 AM <span class="x_separator">
, Dirjan Bouma &lt;[email-masked]&gt; wrote:
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<div dir="ltr">Julie,</div>
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<div dir="ltr">The connection is good. We used the same as before the update, before the update it works. So thats not the fould i think. I can check for sure, with information you need about the AV Equipment?</div>
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<div dir="ltr">Maybe you have have any other suggestions?</div>
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<div dir="ltr">Dirjan,</div>
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<div>Van: Les Mills International &lt;[email-masked]&gt;<br>
<b>Verzonden:</b> vrijdag, februari 18, 2022 7:05 PM<br>
<b>Aan:</b> [email-masked]<br>
<b>Onderwerp:</b> Re: Re: No sound after update </div>
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<div dir="ltr">Hi Dirjan,</div>
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<div dir="ltr">Sorry to hear you are experiencing issues. This sounds like you have a problem with your EDID - are you using the correct AV equipment? </div>
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<div dir="ltr">Thanks, </div>
<div dir="ltr">Julie<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5250" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5250</a> </div>
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<blockquote class="x_freshdesk_quote">On Thu, 17 Feb at 9:51 PM <span class="x_separator">
, Dirjan Bouma &lt;[email-masked]&gt; wrote:
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<span style="font-family:Calibri,sans-serif; font-size:11pt">Hello Pritish,</span><br>
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<span style="font-family:Calibri,sans-serif; font-size:11pt">The only thing whats going wrong in the app is there is NO</span><span style="font-family:Calibri,sans-serif; font-size:11pt"> sound on the soundbox and beamer when we start a groupslesson.
 The screen is fully the same as normal, so a screenshot will not help i think.</span>
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<div dir="ltr"><span style="font-family:Calibri,sans-serif; font-size:11pt">If i open Youtube of a other sound app. The soundbox and beamer working well. So thats the strange thing i tink. </span></div>
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<div dir="ltr"><span style="font-family:Calibri,sans-serif; font-size:11pt">Kind Regards,</span></div>
<div dir="ltr"><span style="font-family:Calibri,sans-serif; font-size:11pt">Dirjan</span></div>
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<b>Van:</b> Les Mills International &lt;[email-masked]&gt; <br>
<b>Verzonden:</b> maandag 14 februari 2022 12:25<br>
<b>Aan:</b> Jeanine Schulenklopper &lt;[email-masked]&gt;<br>
<b>CC:</b> [email-masked]<br>
<b>Onderwerp:</b> Re: No sound after update</div>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Hi Dirjan,</span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>I hope you are doing well.</span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>My name is Pritish from the Les Mills Virtual App support team. Could you please advise exactly what is the issue and also if you could send us a picture or screenshot for the issue that will
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Looking forward to your reply soon.</span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Kind Regards,</span>
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<span style='font-size:10.0pt; font-family:"Helvetica",sans-serif'>Pritish<br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5214" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5214</a></span> </div>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/5250