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Use the symptom to choose the shortest safe path: a crash or freeze is usually an installation, update, save-data, or system problem; a download that will not start or is stuck is usually a queue, service, network, software-version, or storage problem; a padlock or missing purchase is usually an account, entitlement, sharing, or license problem. Record any complete error code before changing anything, and start with reversible checks. Do not reset the console until your saved data is backed up.
Identify the PS5 problem before changing settings
Different symptoms can look alike. A game that closes during play is not automatically a license failure, and a padlock does not mean the game files are corrupt. Use the narrowest path that matches what you see.
| What you see | Most relevant first checks | Do not assume |
|---|---|---|
| The game freezes, closes, or returns to the home screen | Confirm installation completed, install the game update and current PS5 system software, then test without the existing save | That a license error caused every crash |
| A download or update will not begin | Pause and resume it in Downloads/Uploads; if necessary, cancel and delete the queue item, then retry from Game Library | That repeatedly pressing download will repair the queue |
| A download remains stuck | Check PlayStation service status, test the internet connection, verify system software and free storage, then use the relevant Safe Mode option if needed | That a slow percentage means the console is permanently damaged |
| A game has a padlock, is missing, or says the license cannot be verified | Sign in to the purchasing account, check transaction or PlayStation Plus entitlement, check Console Sharing and Offline Play, then restore licenses | That reinstalling alone proves ownership |
| A specific code appears | Write down the full code and follow its code-specific sequence | That all CE- errors have the same cause |
Menu names can vary slightly by region or system-software version. If the wording on your PS5 differs, use the closest current label shown on the console rather than forcing an older instruction.
Do these checks before destructive troubleshooting
Capture the evidence
- Record the complete error code, including every letter, number, and hyphen.
- Note whether one game or several games are affected.
- Write down what you were doing when it failed: launching, loading a save, downloading, installing an update, or restoring access.
- For a recurring failure, note the date and time and the exact steps that reproduce it.
- Take a screenshot or video when possible. This gives support the visible message and sequence instead of a paraphrase.
Protect saved data
Deleting a game is different from deleting its saved data, but later recovery actions can affect settings or data. Back up saved data before resetting the PS5 or reinstalling system software. A factory-style reset is a late escalation, not a routine first step.
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Separate one-game failures from system-wide failures
If only one title fails while other games work, concentrate on that title’s installation, update, save, entitlement, and storage location. If several games fail, prioritize system software, network, storage, account, and console-level checks. This distinction prevents an unnecessary reset for a problem confined to one installation.
Fix a PS5 game that keeps crashing or freezing
1. Confirm the game is fully installed
Open the game information or download queue and verify that installation has completed. Some titles allow a partial launch while additional content is still downloading; crashes can continue until the full installation finishes. Wait for all queued installation work to complete before judging the game.
2. Install both required updates
Check for an update for the game, then check that the PS5 itself is running the latest available system software. A title can fail because the game build and console software are out of sync, so completing only one update leaves a possible cause unresolved.
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3. Test from the beginning without the existing save
Start the game without loading your usual save, when the title allows that test. If a new game works but the established save repeatedly crashes, the save may be corrupted. Do not overwrite or delete that save while diagnosing it; preserve a backup first and use the publisher’s or PlayStation’s supported save-management options.
4. Check the license when the symptoms overlap
License restoration can help in some cases where a game crashes, but it is not a universal crash repair. Confirm that the game is installed and updated first, then use the license procedure described below if the crash is accompanied by a padlock, missing entitlement, or launch verification message.
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5. Reinstall the game
Delete the game application and download it again from Game Library after the simpler checks fail. Reinstalling replaces damaged or incomplete game files, but it does not automatically repair a corrupted save or grant access to an account that does not own the title.
6. Check the installation location
If the game is installed on USB extended storage and will not start, move it to the PS5’s internal storage and test again. Use a stable wired connection when re-downloading if that is practical; it can reduce interruptions during a large reinstall, but it does not change ownership or game compatibility.
7. Escalate only after backing up
Sony’s crash guidance includes backing up game data and resetting the console among later options. A reset can remove user data, settings, and installed content, so back up first and treat it as a disruptive recovery action. If the failure persists after reinstalling and the reset is not appropriate, contact PlayStation Support or PlayStation Repairs with the code and reproduction steps.
Fix a PS5 game download that will not start
Retry the queue item
- Open Downloads/Uploads from the control center.
- Highlight the game or update and choose Pause, then choose Resume.
- If it still will not start, cancel and delete that item from the list.
- Open Game Library, find the title, and start the download again.
Canceling the queue entry and retrying from the library is different from deleting your saved data. Confirm the correct title and edition before starting again.
Check service availability, system software, and storage
- Check the current PlayStation service status. A store or account outage can prevent a download from being authorized even when your home network works.
- Install the latest PS5 system software. An outdated system can reject a current game or patch.
- Compare the game’s required free space with the PS5’s available console storage. The required space is a condition of that title and update, not a universal number; use the figure shown on the download or store screen.
Test the network from the PS5
For a download that is stuck, open Settings > Network > Connection Status > Test Internet Connection. If the test reports a connection problem, follow Sony’s network troubleshooting for that result before repeatedly retrying the download. A successful test does not guarantee a store-side service is available, so check both network status and PlayStation service status.
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Use Safe Mode only when the ordinary queue path fails
For persistent download problems, Sony’s instructions refer to the Safe Mode cache and database recovery path. Select the exact option named by the current instruction on your console; do not treat every Safe Mode item as interchangeable. The operations are explained in detail below.
Fix a download or update that is stuck or fails
When the progress bar is stuck
First check service status and run the PS5 connection test. Then verify free storage and system software. If the queue remains stuck, pause and resume once, cancel and delete the queue item, and retry from Game Library. A stuck item can be a queue record rather than a damaged game, so avoid resetting the console at this stage.
When an update fails
Use the general sequence: test the internet connection, restart the PS5, update system software, and delete and reinstall the affected game or app if the update still fails. If the failure continues, use Safe Mode’s cache and database recovery option as instructed for the current system software.
Code CE-106487-6
Sony’s code-specific sequence for CE-106487-6 is to update system software, restore licenses, delete the failed download, retry it, and rebuild the database. Follow that order rather than applying a generic reset. If the code returns, provide the complete code and the steps that produced it when contacting support.
Code CE-120706-6
For CE-120706-6, Sony recommends restoring licenses, restarting the PS5, rebuilding the database, and deleting and reinstalling the game if the update still fails. This sequence differs from CE-106487-6, which is why copying only the first apparent fix from another error can waste time.
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Fix a PS5 padlock, missing purchase, or license error
Verify the account that owns the game
Sign in to the PS5 account that purchased the game and check the transaction history. A title bought by a different user may not be available to every profile unless the owner’s Console Sharing and Offline Play settings allow it.
Check PlayStation Plus access
If access comes through PlayStation Plus, verify that the subscription is active and that the game is still included in the relevant benefit. A game can remain visible in a library while access is unavailable because the entitlement has expired or the title is no longer part of that benefit.
Check for a hidden game
Purchased PlayStation Store games should appear in Game Library. If the purchase is missing, verify the transaction and check whether the game has been hidden in the library. Unhide it before assuming the purchase disappeared.
Restore all licenses
- Open Settings > Users and Accounts > Other > Restore Licenses.
- Select the licenses to restore and wait for the process to finish.
- Return to the game and test it again.
Sony states: “Please note, restoring licenses won’t affect your data.” License restoration can help with a padlock, an expired- or missing-entitlement display, missing games or add-ons, and some game crashes, but it is not guaranteed to repair a network, storage, or damaged-file problem.
Restore one game’s license from its icon
From the home screen or library, highlight the game, press the Options button, and choose Restore License when that per-game command is available. This is an alternative route to restoring the selected title’s entitlement.
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When the purchase still does not appear
Keep the transaction record, account email, visible error, and console profile details ready for PlayStation Support. Do not buy the title again merely because a library entry is temporarily absent; first establish which account made the purchase and whether the item is hidden or covered by a current subscription benefit.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Use PS5 Safe Mode correctly
Enter Safe Mode
- Turn off the PS5 by holding the power button for three seconds.
- After the console is off, press and hold the power button again.
- Release it after the second beep. The second beep occurs about seven seconds after pressing.
- Connect the controller with a USB cable that supports data communication, then press the controller’s PS button.
A charging-only cable may not let the controller communicate in Safe Mode. Sony’s directions require a USB-connected controller; no particular cable model is required.
Understand the recovery choices
| Safe Mode operation | What it does | Use it for |
|---|---|---|
| Clear System Software Cache | Clears cached system data | System-feature issues or performance drops, when the current instruction calls for it |
| Rebuild Database | Scans the drive and creates a new content database | System-feature problems or a game icon that remains after deletion |
| Clear Cache and Rebuild Database | Combined wording used in some download troubleshooting instructions | Persistent download or update problems when Sony’s current guidance names this path |
| Reset PS5 | Separate reset recovery action | Late escalation only, after backing up because it can remove data and settings |
“Clear Cache and Rebuild Database” in a troubleshooting instruction does not mean that every Safe Mode menu contains one identical combined command. Read the current on-screen labels and select the exact option requested. Neither cache clearing nor database rebuilding is the same as Reset PS5, and neither is a guaranteed fix.
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Use these five questions to avoid mixing unrelated fixes:
- One game or several? One title points toward its files, update, save, entitlement, or storage location. Several titles point toward system software, storage, network, account, or console-level faults.
- What kind of failure? A crash, a queue failure, and an ownership error have different official paths even when they occur during the same launch attempt.
- What event triggers it? A specific save, update, shared entitlement, or network transition narrows the cause more than the game name alone.
- Is there an exact code? Use the code-specific sequence when one exists; do not substitute a generic reset.
- Is the next action reversible? Queue retry, connection testing, license restoration, and a restart are low-risk. Reinstalling removes the application, while resetting or reinstalling system software can be disruptive and requires a backup first.
When to contact PlayStation Support or Repairs
Escalate when the correct account, service status, network, storage, update, reinstall, and applicable Safe Mode steps do not resolve the issue, or when the console shows repeated system-wide failures. Give support:
- the full error code or exact message;
- a detailed description of what happens;
- the precise reproduction steps;
- the date and time of an attempt;
- a screenshot or video if available;
- whether the problem affects one game or multiple games; and
- whether the game is on internal storage or USB extended storage.
Crash guidance directs readers to PlayStation Support or PlayStation Repairs according to the issue. A repeated failure after software recovery may require a hardware assessment; do not infer a hardware defect from one interrupted download.
Quick Recap
How to avoid making the problem worse
- Do not factory-reset as an early download or crash fix.
- Do not delete a valuable save while testing whether a new game starts.
- Do not assume a padlock proves the game files are damaged; verify the buying account and entitlement first.
- Do not assume a successful internet test proves PlayStation services are operating.
- Do not choose a Safe Mode reset when the instruction calls for cache clearing or database rebuilding.
- Back up saved data before resetting the console or reinstalling system software.
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