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.

Game won't start on your PS5 console?

  1. If you're using a disc version of the game, check the guide below for troubleshooting steps.
Disc issues on PS5 consoles
  1. If you have the game installed on USB extended storage, please move the game data to the internal storage of your PS5® console.
Move games on PS5 consoles
  1. Restart your PS5 console by pressing the PS button and selecting Power > Restart PS5.
  2. Restore your licenses.
Restore licenses
  1. Delete the game and re-download it. If possible, try using a wired connection.
Set up an internet connection
  1. Check that your PS5 console has the latest system software installed.
PS5 console system software update
  1. Clear Cache and Rebuild Database using Safe Mode.
Safe Mode on PS5 console
  1. Back up your data and reinstall the system software using Safe Mode.
Back up PS5 console data
Reinstall system software
  1. If you’re using a disc version of the game, please check that the disc is clean and properly inserted into your PS4® console.
Disc issues on PS4 consoles
  1. If the PS4 game is installed on USB extended storage, please check that the USB extended storage is properly connected to your PS4 console.
USB extended storage on PS4 consoles
  1. Restart your PS4 console. Press the PS button until the Quick Menu opens and select Power > Restart PS4.
  2. Restore your licenses.
Restore licenses
  1. Delete the game and re-download it. If possible, try using a wired connection.
Delete games on PS4 consoles
Set up an internet connection
  1. Check that your PS4 console has the latest system software installed
PS4 console system software update
  1. Rebuild Database using Safe Mode.
Safe Mode on PS4 consoles
  1. Back up your data and start your PS4 console on Safe Mode to reinstall system software.
Back up PS4 console data
Reinstall system software

Locked games on your PS5 console?

If you see a padlock icon next to a game, it could mean there's a problem with the game's license. If the padlock covers the whole game image, your Family Manager can amend it. 

Parental controls on PS5 consoles
Parental controls on PS4 consoles

To verify that you have the license for the content, please follow the steps below.

  1. 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.
Check transaction history
  1. 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.
Manage Playstation Plus subscription
PlayStation Plus games
  1. If someone else on your console owns the game, make sure they've enabled Console Sharing and Offline Play.
PS5 Console Sharing and Offline Play

If you’ve verified that you have access, follow the steps below.

  1. Check the PlayStation™Network status page. If you see any alerts, wait until the service is up and running and then try again.
PSN status
  1. Check that your console has the latest system software installed. Go to Settings > System > System Software > System Software Update and Settings.
Update PS5 console system software
  1. Activate Console Sharing and Offline Play on your PS5 console.
PS5 Console Sharing and Offline Play
  1. Restore licenses for your account.
Restore licenses
  1. Turn on your console in Safe Mode and select Rebuild Database to create a new database of all content.
Safe mode on PS5 consoles

Check that you have access to the game.

  1. 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.
Check transaction history
  1. 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.
Manage PlayStation Plus subscription
PlayStation Plus game catalogue
  1. If someone else on your console owns the game, make sure they've activated the console as your primary PS4 console.
Activate primary PS4 console

Check for license issues.

  1. Check the PSN status page. If you see any alerts, wait until the service is up and running and then try again.
PSN status
  1. Check that your console has the latest system software installed. Go to Settings > System Software Update.
Update PS4 console system software
  1. Download the game through your account and activate the console as your primary PS4 console.
Activate a primary PS4 console
  1. Restore licenses for your account.
Restore licenses
  1. Turn on your console in Safe Mode and select the option Rebuild Database to create a new database of all your content.
Safe mode on PS4 consoles

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

Contact PlayStation Support