OT'ish: SCS website problem

MRe wrote on 3/4/2008, 10:34 AM
Hi,
before I post a support request I would ask you whether you are encountering the same problem with this site as I am: I cannot access subpages (such as this forum) from the link-panel top of this screen (i.e. the one with links to "Software"; "Support"; Downloads", etc).

Before it opened a drop-down list where I could select the subpage where to go (i.e. from "Support" I could select the "Forum"). Now the only way is to type in the complete url, which points directly to this forum-page.

Accessing forum this way is OK, but I cannot even access the "My Account" page anymore, and that really irks me. There are all my license codes...

If I click, let's say the My Account, a new page appears but it has no links. It is almost completely empty. Just the header and footer and nothing else.

And it just dawned to me that I cannot even post a support req, since I cannot access the page...

Is this a completely new behaviour or has someone else seen/experienced this also?

Setup is Vista Ultimate and IE 7.

Late breaking news: I can access the "Software" and "Purchase" pages AND the drop down links in "Purchase" work OK. Hmmm... nothing wrong in my setup, or?

Comments

UlfLaursen wrote on 3/4/2008, 11:10 AM
I have the same prob. If I need to go to 'my support' or other drop downs I first click 'purchase' and then I get all the drop downs.

I thought it was maybe just my setup, but it seems to be different PC's and then I read it here too, so maybe it's a bug.

/Ulf
TheHappyFriar wrote on 3/4/2008, 11:31 AM
works fine for me. try clearing cookies & cache.
johnmeyer wrote on 3/4/2008, 11:53 AM
The whole forum "comes and goes," sometimes not able to access a page at all, sometimes after a 30-60 second delay, and once in a great while, a normal response time. It's been that way for 3-6 months.
MRe wrote on 3/4/2008, 10:45 PM
works fine for me. try clearing cookies & cache.

Cleared. Didn't help. And it does not explain why those menus work from "Purchase".

I have three other computers in my household, tried those too and menus still does not work. And from those three two are XP's and "operated" by my kids, which means that they do not have the same set of IE plugins as I do.

BTW. THF: are you using IE?

Wouldn't mind if ForumAdmin could chime in...
TheHappyFriar wrote on 3/5/2008, 4:39 AM
use firefox. don't like IE.
MRe wrote on 3/5/2008, 4:49 AM
use firefox. don't like IE.

OK, that may be it then.
Terje wrote on 3/5/2008, 5:43 AM
I have IE 7 and FireFox. Both work fine.
ForumAdmin wrote on 3/5/2008, 7:45 AM
Hi. We're not currently reproducing this problem internally, and we do quite a bit of IE testing. We'll keep trying to get a repro, but in the meantime any additional information you can provide might help us resolve this. A few things in particular:

1. Do the menus work for you if you start at our site home page?
http://www.sonycreativesoftware.com

2. Do the menus work for you if you start at our store page?
http://www.sonycreativesoftware.com/store

3. Are the drop down menus appearing, and it's just that the links are not working, or are they not appearing at all?

4. Are there particular menus/links that do work and others that do not?

MRe wrote on 3/5/2008, 11:39 AM
1. Do the menus work for you if you start at our site home page?

Nope.

2. Do the menus work for you if you start at our store page?

Yes. And also if I go there by clicing the "Purchase" e.g. from the home page. But no other drop down menus work if I navigate off from the purchase-page.

3. Are the drop down menus appearing, and it's just that the links are not working, or are they not appearing at all?

Apart from the store-page no menus are working. IE shows on the status-bar (at the bottom of the window) the names of the pages but no drop down menus.

And apart from the store and software pages the other pages do not work at all: if I click lets say the downloads-link it shows me a page which contains (from top to bottom):

Text "Sony"
Blue box with text "Download"
Empty space, where there is a empty grey box at the right of the page
A grey box with "About us", etc...
Select language
Sony copyright
Hacker safe
etc...

On the other words: no content.

4. Are there particular menus/links that do work and others that do not?

Yes, Software-link works: shows correct content with working links but w/o drop down menus. And Purchase-link works completely with drop down menus, after I navigate there.
Terry Esslinger wrote on 3/5/2008, 11:59 AM
Menus and links appear to be working fine. Using XP and IE. Everything on the site seems to load a little slow though.
ForumAdmin wrote on 3/5/2008, 4:18 PM
We're still trying to reproduce the problem, but not having much luck.

If anyone is still seeing this issue, here's another thing you could do to help us troubleshoot.

1. Get to a page where you see the problem and select "View" "Source" in your browser.

2. Select all the text (CTRL-A), and Copy it (CTRL-C)

3. Fill out our web support form and paste (CTRL-V) the source into the "Your message" field.

4. Send.

We're curious to see if the page is actually getting the full HTML or not.
MRe wrote on 3/5/2008, 11:09 PM
4. Send

Done. Under the name Matti Remonen.

Could this be a Java-problem? But then, why does it work in Purchase-page?

Anyway, here's my Java Plug-in info:

Java Plug-in 1.6.0_03
Using JRE version 1.6.0_03 Java HotSpot(TM) Client VM
User home directory = C:\Users\xxxx
ForumAdmin wrote on 3/6/2008, 3:43 PM
I think we have this fixed now. Please try again, and let us know if you still see problems.
MRe wrote on 3/6/2008, 10:09 PM
OK, it works now. Thanks.

Or actually you should thank me fo bringing this up, since it may have prevented also new customers to access your site.

For modest compenstation for helping you out I'll accept your humble offer for free access to all products and/or services Sony Corporation has ever produced or ever will be producing. ;)
ForumAdmin wrote on 3/7/2008, 8:22 AM
Glad that helped, and yes, thanks for pointing this out. I don't think we would have come across this bug in our own testing, and your responses were a big help!