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How to troubleshoot issues when starting a game
Find out what to do if your game doesn't start on PlayStation®5 consoles and PlayStation®4 consoles.
- If you have the game installed on USB extended storage, please move the game data to the internal storage of your PS5® console.
- Restart your PS5 console by pressing the PS button and selecting Power > Restart PS5.
- Restore your licenses.
- Delete the game and re-download it. If possible, try using a wired connection.
- Check that your PS5 console has the latest system software installed.
- Clear Cache and Rebuild Database using Safe Mode.
- Back up your data and reinstall the system software using Safe Mode.
PS4 console: Can’t start game
- If you’re using a disc version of the game, please check that the disc is clean and properly inserted into your PS4® console.
- If the PS4 game is installed on USB extended storage, please check that the USB extended storage is properly connected to your PS4 console.
- Restart your PS4 console. Press the PS button until the Quick Menu opens and select Power > Restart PS4.
- Restore your licenses.
- Delete the game and re-download it. If possible, try using a wired connection.
- Check that your PS4 console has the latest system software installed
- Rebuild Database using Safe Mode.
- Back up your data and start your PS4 console on Safe Mode to reinstall system software.
To verify that you have the license for the content, please follow the steps below.
- Make sure you're signed in to the account that you used to buy the game. Check your transaction history to make sure the purchase was successful.
- If the game is included as part of your PlayStation®Plus subscription, make sure the subscription is active.
If you're looking for a PlayStation Plus game, check that it's still available by visiting the PlayStation Plus guide.
- If someone else on your console owns the game, make sure they've enabled Console Sharing and Offline Play.
If you’ve verified that you have access, follow the steps below.
- Check the PlayStation™Network status page. If you see any alerts, wait until the service is up and running and then try again.
- Check that your console has the latest system software installed. Go to Settings > System > System Software > System Software Update and Settings.
- Activate Console Sharing and Offline Play on your PS5 console.
- Restore licenses for your account.
- Turn on your console in Safe Mode and select Rebuild Database to create a new database of all content.
PS4 console: Can’t download locked game
Check that you have access to the game.
- Make sure you're signed in to the account that you used to buy the game. If you recently purchased the game or redeemed a game voucher, check your transaction history.
- If the game is included as part of your PlayStation®Plus subscription, make sure the subscription is active.
If you're looking for a PlayStation Plus game, check that it's still available by visiting the PlayStation Plus guide.
- If someone else on your console owns the game, make sure they've activated the console as your primary PS4 console.
Check for license issues.
- Check the PSN status page. If you see any alerts, wait until the service is up and running and then try again.
- Check that your console has the latest system software installed. Go to Settings > System Software Update.
- Download the game through your account and activate the console as your primary PS4 console.
- Restore licenses for your account.
- Turn on your console in Safe Mode and select the option Rebuild Database to create a new database of all your content.
Still having issues?
If you’re still having issues and need to contact PlayStation Support, use the link at the bottom of this page. Please provide the following information:
- Any error codes or messages.
- A detailed description of what happens and steps to replicate the issue.
- A screenshot or video of the issue if possible.
Need help?
Contact our support specialists