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If a PS5 game will not download or install, start with the download queue: pause and resume the item, then check PlayStation Network status, your internet connection, available storage, system software, and game access. Use the error code shown on screen to choose a more specific fix; save Safe Mode for trouble that persists after the basic checks.
First, identify where the download is failing
A game that never starts, one that stalls partway through, an installation or update error, and a locked game can have different causes. Check the PS5’s Downloads/Uploads screen and note any message or error code before changing anything.
- Queued or not started: Try the queue controls first.
- Stuck during download: Check PlayStation service status and the console’s connection.
- Download or installation error: Check free storage and system software, then look up any displayed error code.
- Locked or missing game: Check the purchasing account, subscription, sharing settings, or license.
Restart a download that will not start
- Open Downloads/Uploads from the PS5 Control Center.
- Select the game download and choose Pause, then Resume.
- If it still will not start, select the queued item, choose Cancel and Delete, then find the game in Game Library and try downloading it again.
Pausing and resuming is the least disruptive first step. Deleting the queued item removes that download job; start it again from the library.
Check whether PlayStation Network is having trouble
Check the PlayStation Network status page. If it reports an alert affecting the relevant service, wait for service to recover and retry. Repeatedly deleting or reinstalling the game will not resolve a service outage.
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Test the PS5’s internet connection
Network access is a separate check from PlayStation Network service status: either a console connection problem or a service disruption can stop progress.
- On the PS5, go to Settings > Network > Connection Status.
- Run the internet connection test and check whether the console connects successfully.
- If the test indicates a connection problem, follow PlayStation’s connection troubleshooting guidance, then retry the download.
Compare available storage with the game’s requirement
A game may require more free space than the download itself appears to need. Check the title’s stated minimum space rather than assuming the current free space is enough.
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- In Game Library, select the game, open its options menu, and choose View Product to check the minimum free-space requirement.
- On the console, open Settings > Storage and compare the available space with that requirement.
- If space is insufficient, free storage and retry the download or installation.
If the console needs more capacity, an M.2 SSD is an optional expansion for game and app data, not a remedy for network, account, or PlayStation service problems. Check Sony’s M.2 SSD installation and requirements guide before choosing or installing one.
Install the latest PS5 system software
Out-of-date system software can be relevant when a download or installation continues to fail. To check for an update, go to Settings > System > System Software > System Software Update and Settings and follow the on-screen instructions.
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Resolve a locked or missing game
If the game appears with a lock or is unavailable to download, investigate access before treating it as a download failure.
- Purchased game: Confirm that the signed-in account is the one that bought the game and that the transaction succeeded.
- PlayStation Plus game: Check that the subscription and access to the relevant catalog title are still valid.
- Game owned by another account: Check that the owning account has Console Sharing and Offline Play enabled on this PS5.
- License problem: Restore licenses using PlayStation’s official instructions for the affected content.
Look up the exact error code
If an error code appears, search for that exact code in PlayStation’s PS5 error-code index. For example, Sony describes CE-107928-7 as: “An error has occurred that stopped the game from downloading on your PlayStation®5 console.” A code-specific entry may point to a cause that a general checklist does not address.
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Use Safe Mode only if simpler checks fail
For persistent download trouble, PlayStation’s download guidance recommends using Safe Mode and selecting Clear Cache and Rebuild Database. Follow the current official PS5 Safe Mode instructions and choose the option appropriate to the problem. Rebuilding the database is a troubleshooting step, not a guaranteed fix.
Contact PlayStation Support with useful details
If the game still will not download or install, contact PlayStation Support. Include the displayed error code or message, what you were doing and the steps that reproduce the problem, the time you tried, and a screenshot or video if possible. Those details help support narrow down the issue.
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