Subject: Translation
From: Pritish Nandi <[email-masked]>
To: Nikhil Mittal <[email-masked]>
Date: Mon, 13 Jan 2020 06:18:04 -0700 (MST)

Hi Sophia, 

Thank you for reaching out to us. 

We are sorry to hear about the playback issues you are facing with the Virtual App. 
After checking the data, we can see that you have 23 playback issues in last 30 days. This might be caused due to some aspect of the Virtual AV setup is failing. In order to narrow down the issue could you please help us with the below mentioned information: 

1. Are you using all recommended equipment for the virtual Setup? Please see the link below and check if everything is in order and nothing is missing. 

[ https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment- ] [ https://lesmillsvirtualapp.freshdesk.com/de/support/solutions/articles/36000084204-welche-ger%C3%A4te-und-welches-equipment-ben%C3%B6tige-ich-unbedingt- | https://lesmillsvirtualapp.freshdesk.com/de/support/solutions/articles/36000084204-welche-geräte-und-welches-equipment-benötige-ich-unbedingt- ] 

2. Could you please share the AV diagram of the Virtual Setup, including the make and model of the EDID you are using. 
3. Lastly, could you please check Mirror Display Auto Lock has been enabled. To check this: 

Aktivieren Sie „Guided Access“ (für iPad OS 13). 
Zugangseinstellungen (EINSTELLUNGEN > ZUGANG) 
Aktivieren Sie „Guided Access“ EIN (grün). Es wird empfohlen, hierfür einen Zugangscode zu verwenden, der unter diesen Einstellungen eingerichtet werden kann. 
Anzeige Auto Lock > Auf Standard gestellt 

If you are not sure on the equipment details then simply CC your AV provider in this email or provide us their phone number so that we can coordinate with them on this further. 

Looking forward to your reply. 

Regards,