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When a PS5 game is queued or will not start, open the control center, select Downloads/Uploads, and choose Pause and Resume. If that fails, use Cancel and Delete, then start the download again from Game Library. For a download that started but appears stuck, check PlayStation service status, test the internet connection, verify free storage and system software, and only then escalate to Safe Mode. A padlock or missing purchase follows a separate license-ownership path.
The order matters. A queued entry is not automatically a network failure, and a frozen progress indicator is not automatically a license failure. Work from the least disruptive action to the more involved one, and use any displayed error code to choose the appropriate branch.
Identify what the PS5 is actually doing
Queued, non-starting and stalled downloads can look similar, but PlayStation Support gives them different first actions. Check the download entry and any message on screen before changing settings.
| Symptom | Start here | Why this branch matters |
|---|---|---|
| The item stays queued or shows no progress | Downloads/Uploads, then Pause and Resume | This restarts the existing download entry without immediately removing it. |
| The download will not begin after pausing and resuming | Cancel and Delete, then retry from Game Library | A fresh download entry can recover from a failed initial attempt. |
| Progress began but appears frozen | Check service status, then test the PS5 connection | A server or network interruption is more plausible than a queue-control issue. |
| A padlock, missing game or missing add-on appears | Check the purchasing account and restore licenses | This points to entitlement verification, not necessarily a transfer failure. |
| An error code is displayed | Use the code-specific route below | Codes such as CE-107872-5 and NP-104627-0 direct you to different remedies. |
There is no documented universal queue-priority control in PlayStation’s download guidance. Do not assume that a later item can be manually moved ahead of another queued item; work on the entry that is failing. If several items are listed, identify the one that is actually selected and displaying the problem rather than deleting unrelated downloads.
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Also note whether the item is a full game, an add-on or an update. The same Downloads/Uploads controls apply, but a missing add-on or padlock is more likely to require an account and license check than a plain transfer retry.
Restart a download that will not start
Try Pause and Resume first
- Press the PS button to open the control center.
- Select Downloads/Uploads.
- Highlight the game or add-on that is queued or not starting.
- Choose Pause, wait briefly for the state to change, and choose Resume.
This is the least disruptive recovery option because it keeps the current download entry and asks the console to retry it. It does not change ownership, storage capacity or PlayStation service availability, so continue to the checks below if the item immediately returns to a queued state.
Pause and Resume is appropriate when the entry is idle, says it is queued, or has not produced useful transfer progress. It is not a substitute for checking an outage or freeing space when the console displays a specific capacity error.
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Cancel and delete the failed entry
If pausing and resuming does not start the transfer, remove that download entry and create a new one:
- Return to Downloads/Uploads in the control center.
- Select the affected item.
- Choose Cancel and Delete and confirm.
- Open Game Library.
- Find the game, select it, and start the download again.
Canceling and deleting is more disruptive than a pause/resume because the current attempt is discarded. It is the official next step for a download that will not start, not a command to use repeatedly when the service itself is unavailable. If a service alert is active, deleting and recreating the entry is unlikely to help until the platform is operating normally.
| Recovery option | Effect on the current entry | Use it when |
|---|---|---|
| Pause and Resume | Retains the entry and retries it | The download is queued or idle and has not produced a useful transfer. |
| Cancel and Delete, then re-download | Removes the entry and creates a fresh attempt | Pause/resume did not start the item. |
After recreating the download, watch whether it begins at all. If the new entry is immediately queued in the same way, move to service, connection, storage and software checks instead of cycling through the same two controls.
Check PlayStation service and the network when progress is stuck
Check for a service alert
Open the current PlayStation service-status page from a phone or computer and look for an alert affecting PlayStation Store, downloads or account services. If PlayStation reports an outage, wait until the service is running normally before trying the download again. Local troubleshooting cannot repair a platform outage.
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A service page that shows no alert does not guarantee that every individual download server or account request is healthy, but it makes a local connection check worthwhile. Record any alert you see if you later need to contact Support.
Run the PS5 connection test
- Open Settings.
- Select Network.
- Open Connection Status.
- Choose Test Internet Connection.
Use the result to decide whether the console can reach the internet reliably. A passing test does not prove that every download server is healthy, while a failed test gives you a concrete network problem to address before retrying the game.
Run the test on the same console and network that produced the stuck entry. Testing a phone on Wi-Fi does not replace the PS5’s own connection test, and a successful sign-in does not by itself rule out an intermittent connection.
Recover a connection implicated by the test
PlayStation’s guidance for server-connection error NP-104627-0 recommends signing in, testing the internet connection and reconfiguring network settings if required. It also recommends the following sequence:
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- Restart the PS5 after the router has returned to service.
- Try a wired connection if possible. A generic Ethernet cable is sufficient for this test; no particular cable model or specification is established by the guidance.
- If you remain on Wi-Fi, move the console closer to the router and remove objects or equipment that obstruct the signal path.
These actions address an unstable local connection. They are not guaranteed fixes for a PlayStation service outage, insufficient storage, a license problem or an unrelated download error. The NP-104627-0 article used for this procedure is on PlayStation’s UK support site, so menu wording or network-provider details can vary by region.
A wired test is useful because it changes the connection path, not because every PS5 requires Ethernet. If the download works on a wired connection but repeatedly stalls over Wi-Fi, the wireless path deserves further attention. If it fails identically on both, continue with storage, software, account and code-specific checks.
Verify system software and available storage
Install the current PS5 system software
- Open Settings.
- Choose System.
- Select System Software.
- Open System Software Update and Settings and follow the update prompt if one is available.
Complete the update and retry the download afterward. Keeping the console current is also an explicit part of the recovery sequence for error CE-106487-6. If an update is available, finish it before using Safe Mode so that the maintenance step is not compensating for an outdated system.
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Confirm that the installation has enough room
- Open Settings > Storage to see available capacity on the console.
- In Game Library, find the affected game.
- Open its more-options menu and select View Product or the displayed View Product details entry.
- Check the minimum free-space requirement shown for that product.
Compare the requirement with the free space reported by the PS5, not merely with the size of the download shown in the queue. If error CE-107872-5 appears, PlayStation’s error index identifies it as insufficient free space on console storage. Free space, rather than repeated network resets, is the appropriate fix for that code.
Storage and transfer are separate checks. A connection can be perfect while an installation remains queued because the console cannot reserve the required capacity. Conversely, deleting a game to make room will not repair a service outage. Match the action to the symptom and code.
Separate a transfer failure from an ownership or license problem
A download can fail because data cannot be transferred, or because the console cannot confirm that the signed-in account is entitled to the game or add-on. A padlock icon, a purchased game that is absent from the library, or missing add-on content points toward the second category.
Check the account and entitlement first
- Confirm that the PS5 is signed in to the account that purchased the game.
- Check the transaction history or, where relevant, that the PlayStation Plus subscription associated with the title is still applicable.
- If another user owns the game, check whether console sharing is configured for the situation.
These checks are especially important when the download entry exists but the product cannot be launched, a padlock appears, or an add-on is missing after installation. They are not a reason to restore licenses for every slow or frozen transfer.
Restore licenses on PS5
- Open Settings.
- Select Users and Accounts.
- Choose Other.
- Select Restore Licenses and confirm.
PlayStation says restoring licenses does not affect data. It is intended to refresh entitlement information for padlocks, missing purchases and missing add-ons; it is not a way to accelerate an otherwise healthy download. If the symptom is only a frozen transfer with no ownership warning, continue with the service, network, storage and software checks instead.
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| Code | PlayStation’s described issue | Practical route |
|---|---|---|
| CE-107928-7 | An error stopped a game from downloading. | Record the code, complete the standard non-starting-download steps, and use it when contacting Support if the retry fails. |
| CE-106487-6 | An issue occurred while downloading and installing content. | Follow the ordered escalation in the next section. |
| CE-107872-5 | There is insufficient free space on console storage. | Free enough storage to meet the product’s stated requirement, then retry. |
| NP-104627-0 | The PS5 lost connection to the server. | Sign in, run the connection test, reconfigure networking if needed, restart the router and console, and try wired networking if possible. |
Do not assign a meaning to an unfamiliar code based on its format. Use the exact message and code shown on your console when consulting PlayStation’s error-code index or Support. A code that begins with the same letters as another code does not necessarily share its remedy.
Escalate to Safe Mode only after the ordinary checks
General stuck-download escalation
PlayStation’s general stuck-download procedure places Safe Mode after service, connection, software and storage checks. Start the console in Safe Mode using PlayStation’s current on-screen procedure, then select Clear Cache and Rebuild Database. This is a maintenance step for a persistent system-level problem, not the first response to a temporary queue delay.
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Use the exact Safe Mode option named by PlayStation. Do not treat Safe Mode as a shortcut for a license check, a storage upgrade or an outage. If the download is still failing after the maintenance step, keep the code and the sequence of actions for Support.
Specific order for CE-106487-6
For CE-106487-6, PlayStation specifies this sequence:
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- Restore licenses.
- Delete the affected download and retry it.
- If it still fails, start Safe Mode and choose Clear Cache and Rebuild Database.
The order matters because it tests the lower-impact explanations before database maintenance. If a different code is displayed, do not assume this CE-106487-6 sequence applies; use the instructions associated with that code.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.When to contact PlayStation Support
Contact Support after the applicable official steps fail, or sooner if the console shows a persistent hardware or account error. Prepare a concise record so the case can be reproduced:
- The complete error code and message, including capitalization and punctuation.
- What happened: queued with no start, progress stopped, installation failed, padlock, or missing content.
- The exact steps that reproduce the problem and which recovery steps you already tried.
- The date and time of an attempted download.
- A screenshot or video of the queue and error, if possible.
Include whether the connection test passed, whether another download works, and whether the problem remains after a router and console restart. Those observations help distinguish a service or network incident from a single corrupted download entry or entitlement issue. If the problem affects only one product, identify its edition and whether it is a game, add-on or update.
A symptom-led workflow you can follow
- Queued or not starting: use Downloads/Uploads, then Pause and Resume.
- Still idle: Cancel and Delete the entry and retry from Game Library.
- Progress appears frozen: check PlayStation service status, then run Settings > Network > Connection Status > Test Internet Connection.
- Connection implicated: restart the router after a five-minute power-off, restart the PS5, and test wired networking if possible; for Wi-Fi, reduce distance and obstructions.
- Capacity or update concern: check Settings > Storage, the product’s View Product details requirement, and System Software Update and Settings.
- Padlock or missing purchase: verify the purchasing account, transaction or applicable PlayStation Plus status, console sharing where relevant, and restore licenses.
- Persistent failure or CE-106487-6: use the prescribed Safe Mode escalation after the earlier checks.
- Still unresolved: send PlayStation Support the code, reproduction details, date and time, and visual evidence.
Limits of what the official guidance establishes
PlayStation’s support pages provide recovery actions, but they do not document a universal reason one queued item waits behind another, a general queue-priority setting, or a guaranteed download time. They also do not endorse a particular router or Ethernet-cable model. Treat a wired connection as a diagnostic option when instability is suspected, not as a requirement for every PS5 download.
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Menu labels can change with system-software revisions and may differ by region. If a label is slightly different on your console, use the corresponding item under the same Settings category and confirm the wording in the current PlayStation support instructions.
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Frequently Asked Questions
Why is my PS5 download stuck on queued?
Open Downloads/Uploads and choose Pause and Resume. If the entry still will not start, choose Cancel and Delete, then find the game in Game Library and try again. If a new entry is also idle, check service status, the PS5 connection, storage and system software.
Should I pause or cancel a PS5 download?
Pause and Resume is the less disruptive first step because it keeps the existing entry. Cancel and Delete removes that attempt and creates a fresh one, so use it when pausing and resuming did not start the download.
Can a PlayStation outage cause a queued download?
Yes. Check the current PlayStation service-status page. If it shows an alert affecting Store, downloads or account services, wait for service to recover before repeating local troubleshooting.
How do I test my PS5 internet connection?
Go to Settings > Network > Connection Status > Test Internet Connection. A failed test indicates a local connection issue; a passing test does not guarantee that every PlayStation download server is available.
Will restoring licenses make a download faster?
No. Restore licenses for a padlock, missing purchased game or missing add-on. The PS5 path is Settings > Users and Accounts > Other > Restore Licenses, and PlayStation says the process does not affect data.
What does CE-107872-5 mean on PS5?
PlayStation’s error index identifies CE-107872-5 as insufficient free space on console storage. Check Settings > Storage and compare the available capacity with the requirement shown under the game’s View Product details.
When should I use Safe Mode for a stuck download?
Use ordinary service, connection, software and storage checks first. PlayStation lists Safe Mode’s Clear Cache and Rebuild Database as a later escalation; CE-106487-6 has a specific order that includes updating software, restoring licenses, deleting and retrying the download, then Safe Mode.
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What should I give PlayStation Support if the download still fails?
Provide the complete error code and message, what the console did, reproduction steps, the date and time of an attempt, and a screenshot or video if possible. Mention the connection-test result and the recovery steps already attempted.
The Bottom Line
Start with Downloads/Uploads: Pause and Resume, then Cancel and Delete and retry from Game Library if necessary. For a stalled transfer, check PlayStation status, test the PS5 connection, restart the router and console when appropriate, verify storage and system software, and reserve Safe Mode for persistent failures. Use Restore Licenses only for padlocks or missing entitlements, and give Support the exact code and evidence if the problem remains.
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