Subject: Ticket 3371 - No Analysis or screenshots under notes
From: Pritish Nandi <[email-masked]>
To: Arjun Hurry <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Sat, 7 Mar 2020 07:01:14 -0700 (MST)

Hi Arjun, 

Could you please confirm why did you not paste any notes on this ticket? How do you think we would come to know why you asked these questions. Could you please explain this? 

This is not the first time I am sending you email like this. 

Hi Terian, 

Thank you for the details. Based on our backend system data, we see the following: 

1. The 7:10 am CXWORX class was CXWORX 32, and we see the class starting on time and playing through to completion without any errors. 

2. The BodyCombat Beginner class played on Thursday at 1:30 pm, and again, the backend data show it playing correctly through to completion. 

Neither of the files are corrupt, nor were they scheduled incorrectly, and the system didn't log any anomalies during playback. Does Kendra recall at what point in the videos, the screen went blank? Was it right at the start? When the classes ended, did the Les Mills logo come up on the wall? 
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In order for us to troubleshoot further, could you please confirm the following: 
1. Does the video wall have a power-save or ECO mode that's turned on? 
2. Please confirm the make and model of the EDID that you have. 
3. A diagram of your AV setup would also be a huge help. 

Please feel free to cc your AV provider for help with the technical details above; we can follow up directly with them to troubleshoot further. 
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We look forward to hearing from you. 
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Thank you, 

Regards, 
Pritish Nandi