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First check that your PlayStation Plus membership and game access are valid, then check PlayStation Network status and available console storage. If the game is eligible and the service is up, use the troubleshooting path that matches what you see: reset the queue item if the download never starts, or test the connection and use the correct Safe Mode option if progress has stalled.
Check that you can still access the game
Before troubleshooting the console, confirm the title is still available to your account. Your PlayStation Plus membership must be active. If the game is from the Game Catalog, your plan must include that benefit and the title must still be in the catalog. Sony explains catalog access in its PlayStation Plus Game Catalog guide.
On PS5, browse PlayStation Plus from the Games home screen and open the Benefits tab. On PS4, open PlayStation Plus from the function screen and select Game Catalog. Availability can change, so check the catalog as you troubleshoot rather than assuming a missing title is a console fault.
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If the download won’t start
Sony recommends pausing and resuming the queued item first. If that does not help, cancel and delete the item from the queue, then retry it from your game library. The menu path differs by console.
#1 Best Overall
- Feel physically responsive feedback to your in-game actions through haptic feedback
- Experience varying levels of force and tension at your fingertips with adaptive triggers
- Chat online through the built-in microphone and connect a headset directly through the 3.5mm jack
- Switch voice capture on and off using the dedicated mute button
- Play on more devices using the USB Type-C cable or Bluetooth to connect easily to Windows PC and Mac computers, Android and iOS mobile phones as well as your PlayStation 5
| Console | Pause and resume | Cancel and retry |
|---|---|---|
| PS5 | Open Downloads/Uploads in the control center, select the download, then choose Pause and Resume. | If it still will not start, choose Cancel and Delete. Open Game Library, find the game, and start the download again. |
| PS4 | Open Notifications, then Downloads. Select the item and choose Pause and Resume. | If it still will not start, choose Cancel and Delete. Retry the download from Library. |
After retrying, check PlayStation Network service status. If Sony reports an alert, wait for the service to recover before trying again. Also confirm that the console’s system software is up to date. Sony’s full download troubleshooting guide covers both PS5 and PS4.
Check whether the console has enough storage
A download may fail if the console does not have enough free space. Check the game’s required space, then compare it with available storage.
Rank #2
- Bring gaming worlds to life - Feel your in-game actions and environment simulated through haptic feedback*. Experience varying force and tension at your fingertips with adaptive triggers*
- Find your voice, share your passion - Chat online through the built-in microphone. Connect a headset directly via the 3.5mm jack. Record and broadcast your epic gaming moments with the create button
- A gaming icon in your hands - Enjoy a comfortable, evolved design with an iconic layout and enhanced sticks. Hear higher-fidelity** sound effects through the built-in speaker in supported games
- Multi-device connectivity - Connect using a USB Type-C cable or Bluetooth technology and easily play on more devices including Windows PC and Mac computers.
- Elevate PC gaming with advanced features like haptic feedback and adaptive triggers in a range of blockbuster PC titles.
- PS5: Check the game’s product details for its required space, then go to Settings > Storage.
- PS4: Check the game’s Details section in PlayStation Store, then go to Settings > Storage.
If storage is full, free space and try again. Deleting a game does not remove access to it; you can download purchased games again from your library. PS5 owners can also move games to USB extended storage or an installed M.2 SSD. An M.2 drive must meet Sony’s PS5 M.2 SSD requirements. Extra storage only helps when capacity is the problem; it will not resolve an outage, an access or license issue, or a connection failure.
If the download started but progress stopped
Check service status, then test the console’s internet connection. If Sony reports a service alert, wait for it to clear. If the service appears available, run the appropriate connection test:
Rank #3
- Haptic feedback - Feel physically responsive feedback to your in-game actions with dual actuators which replace traditional rumble motors. In your hands, these dynamic vibrations can simulate the feeling of everything from environments to the recoil of different weapons. .Operating temperature : 41 °F to 95 °F (5 °C to 35 °C)
- Adaptive triggers - Experience varying levels of force and tension as you interact with your in-game gear and environments. From pulling back an increasingly tight bowstring to hitting the brakes on a speeding car, feel physically connected to your on-screen actions.
- Built-in microphone and headset jack - Chat with friends online using the built-in microphone or by connecting a headset to the 3.5mm jack. Easily switch voice capture on and off at a moment’s notice with the dedicated mute button. Internet and account for PlayStation Network required.
- DualSense Controller PS5 and PC compatible. Not compatible with PS4.
- PS Remote Play requires Remote Play App connected to Wi-Fi, PS4 or PS5 console with the latest system software and compatible game. A PS4 or PS5 console with a wired connection via a LAN cable is recommended. Version 4.0 of the Remote Play App on iOS and iPadOS or version 4.1 on macOS is required for games to be playable with the controller over Bluetooth.
- PS5: Settings > Network > Connection Status > Test Internet Connection.
- PS4: Settings > Network > Test Internet Connection.
If the test reports a connection problem, follow the troubleshooting route linked from Sony’s download support page. The download guide does not prescribe a universal router or DNS change, so avoid treating one as a guaranteed fix.
For PS5 error CE-109258-5
This specific error can indicate that the server connection failed and the content license could not be confirmed. Sony recommends checking PlayStation Network status, restarting the PS5, turning off the modem and router for at least five minutes before restarting them, restoring licenses, and trying again later if the issue may be temporary. These steps apply to CE-109258-5, not to every stalled download. See Sony’s CE-109258-5 guidance.
Rank #4
- Ultra Customizable Controls
- Mappable Back Buttons
- DualSense Wireless Controller Features Built In
- Replaceable Stick Modules and Caps
Use Safe Mode if the simpler checks do not help
Sony’s download guidance points to Safe Mode database and cache options for downloads that will not start or have stalled. The option differs by console:
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- PS5: Use Clear Cache and Rebuild Database.
- PS4: Select Rebuild Database.
Follow Sony’s Safe Mode instructions for entering Safe Mode and using the relevant option. Do not select a different reset or reinstall option unless you understand its effects.
Best Value
- Heighten Your Senses. Discover Deeper, highly immersive gaming experiences.
- Feel your in-game actions and environment simulated through haptic feedback
- Chat online through the built-in microphone or connect a headset directly via the 3.5mm jack
- Play on more devices Connect using a USB Type-C cable or Bluetooth wireless technology so you can easily play on more devices including Windows PC and Mac computers, Android and iOS mobile phones.
- Elevate PC gaming with advanced features like haptic feedback and adaptive triggers in a range titles
Restore licenses if the problem looks account-related
License restoration may help if the game shows a padlock icon or an owned game or add-on cannot be found. It is not a replacement for checking membership status or whether a catalog game is still available.
- PS5: Settings > Users and Accounts > Other > Restore Licenses.
- PS4: Settings > Account Management > Restore Licenses, then select Restore.
Sony says restoring licenses does not affect PS5 data. See the PlayStation license restoration guide.
Contact PlayStation Support if it still fails
If the download remains stuck after the relevant checks, contact PlayStation Support. Include the error code or message, a description of what happened and the steps that reproduce it, the date and time of an attempt, and a screenshot or video if possible. This gives support concrete details to investigate.
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