cannot view iq.sony.com help pages

I'm trying to troubleshoot a "hardware monitor found an error" message on my mother's Sony VAIO desktop computer, and the only thing the Sony tech support people keep telling me to do is read the relevant info at http://www.iq.sony.com/srvs/autoresponsev4.asp?id=86502
I've spoken to 3 different techs, and explained repeatedly to each one that I cannot view any iq.sony.com pages: when I click on the link (or copy the url and paste it into a new browser window), a blank page comes up, and the download manager screen pops up asking about downloading webgci.exe (and then it generally says it can't connect to the host). Every last one of the techs then proceeds to send me more iq.sony.com urls so that I can follow up on that issue.
I've tried using both Firefox and IE. There's an Earthlink toolbar on IE that I though might be blocking something, but that shouldn't affect Firefox, I don't think.
Does anyone have any suggestions as to what settings might need to be changed so that I can view those pages? I haven't had any trouble accessing any other webpages in the last 5 days (which is as long as I've been visiting my mother).
Thanks!

 

rebecca,

I have taken liberty to download the said link and post the info here. It was s-l-o-w to say the least but at least I got to the page . See if you can see anything worthwhile in there.

Check your ActiveX settings (Firefox should work !). Check your host file and firewall settings.

------------------------------------------------
Knowledge Article C86502
Error: Hardware Monitor found an error in [name of component].
Follow this procedure to troubleshoot the error Hardware Monitor found an error in [name of component].
1. Restart the computer.
2. Press the F2 button.
3. In the computers BIOS, check the Hardware Monitor screen for more information.
4. Ensure all internal power connectors are secure.
5. Reset the computers BIOS to the default values.
6. Perform an NVRAM clear.
Created: Wed Oct 30 09:35 2002 | Last Modified: Mon Dec 05 11:36 2005
--------------------------------------------------

 

rsinfo, you're a gem! Thank you! That's all I wanted tech support to do, but apparently they're only allowed to direct you to the help pages, not to actually help you themselves!
Now for my next questions, although this might not be the right forum for them:
How do I "Ensure all internal power connectors are secure "?
and how do I "Perform an NVRAM clear "?
Thanks!!

 

This thread starts with installing a PSU in a Sony model (PCV-rx830) with hammer and drill
Resulting in the following dialog ....

• Hardware Monitor found and error." means that the on-board voltage, fan or temp monitor has detected a problem. May just be that you unplugged a fan sensor from the mobo, or it may be that your new PSU has a rail seriously out of spec .....

• This phenomenon, when heat inside the VAIO frame exceeds fixed temperature, or [ PWR-FAN ] occurs when the cable which is connected to the connector has come off." So, look for the connector on your motherboard labeled "PWR-FAN ", and make sure it's properly connected to its associated wiring. EVEN IF THE FAN IS RUNNING, MAKE SURE TO RESEAT THE CONNECTOR. Flying Penguin posted this possibility above, and I haven't seen you respond to it. .....

• Sony's American/English page gives this general response to a hardware monitor error. Note the word NVRAM below is another way of referring to the CMOS chip: .......

 

rebecca, did you by any chance open up the computer to install something? If not, then this is seems a warranty issue and should be treated as such.

 

No, rsinfo, I've never opened up this computer, and am not anxious to do so. It's a skinny little thing and the monitor seems to be hooked up to it in a way I'm not familiar with (I only "know" Compaqs and Dells, and I'm using the word "know" very loosely!)...
Dennis L, thanks for the link - I'm just leery of voiding the warranty on my mother's computer if I start messing around with the inside of the case. FYI, it's a low voltage error that we're getting - this is the info I get when I press F2:
MB Temperature 34C/93F
CPU Temperature 49C/120F
CPU Fan Speed 1339RPM
Power Fan Speed 1670RPM
Chassis Fan Speed 1350RPM
VCORE Voltage 1.5V
+3.3V Voltage 3.3V
+5V Voltage 4.6V
+12V Voltage 10.6V [note: the 10.6 here is in red - everything else is in blue]
I'll try calling Sony in person and asking about the warranty first, then maybe see if I can/dare tackle looking for the CMOS inside...

 

Excellent approach, don't void the warranty. I would suggest if Sony Tech allows you to remove cover, request they send you an email stating this permission. Possible a simpler /safer solution, let Sony fix the computer ....
Their warranty, their problem.

 

re: IE not working on those pages - i'd take a shot at adding *.sony.com (the whole domain here more or less) to the trusted zone on that pc. basically trusted zone allows the lowest security settings. watch for switching domains here. eg - the main page may be sony.com but the page u need to work may be loading from a diff domain. watch the status bar and, if it's diff, add it to trusted too.

if the site is designed to run activx - it sounds like it - and FF has no way of handling this, FF won't work no matter what u do.


it does sound like a bad PS ... and sony should cover this under warranty repair. i THINK they tell ya to take it to an authorized dealer to resolve ... or send it to one.

 

Well, I still can't open any of those sony webpages (thanks for the suggestion, skeet - computer won't let me add anything without the prefix https, so I had to try including - don't know if that's truly a part of sony's url; I added https://*.sony.com to my trusted sites, but still no go) BUT the "hardware monitor found an error" seems to have gone away!
The printer was making all the right noises as if it was going to work whenever we tried to print something, but all that would ever come out was a blank sheet of paper - so I figured I might as well disconnect it from the computer's USB port. Around the same time, I read something about how shredders and copiers should not be hooked up to the same power strip as the computer and its peripherals - my mother had a shredder plugged in, so I moved that to a different outlet. Not sure whether it was the printer or the shredder causing the problem, but in any case, I can now go home and rest assured the my mom's computer isn't going to suffer any catastrophic effects from that Hardware Monitor error!
Thanks to all for their input and help!

 

Seems that the shredder was taking all the power away from computer - that's why you were getting low voltage reading. Lesson learnt - hard way.

 

Hi Rebecca
A couple of months ago to minimize drive-by scumware schemes, I installed NoScript. An effective way to manage JavaScript / Java in Firefox (whitelist approach, with an efficient interface). When I went to your problem Sony URL's I noticed page(s) would NOT load (blank page) because JavaScript must be enabled, which is somewhat unusual. Generally JavaScript is required for some "functions" to occur, as example, to be able to "start/reply to a post ". When I allowed "temporary" approval for the site (NoScript automatically reloads the page) the page immediately loaded. So check your browser settings, firewalls, AV for any type of JavaScript blocking. It could not be a global settings, since you can post on this site (requires JavaScript enabled). Would have to be URL selective .. ?