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A missing game, sluggish menu, or blank PS5 screen usually has a specific cause that you can check without erasing the console. Start with account, license, connection, restart, and update checks. Use Safe Mode only after those low-risk steps, and reserve a full reset for the end because it deletes data stored on the PS5.
PlayStation menu names can change with system software and can vary by support region. Before troubleshooting, open Settings > System > System Software > System Software Update and Settings and install any available update. Follow the labels shown on your console if they differ slightly from the paths below.
Choose the symptom and protect your data first
Use the least disruptive check that matches what you see. The table shows what each action does to local data.
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| Symptom | Start with | Data impact |
|---|---|---|
| Purchased game or add-on is missing | Confirm the owning account, transaction, hidden items, Console Sharing and Offline Play, then restore licenses | These checks do not delete games or saves |
| Padlock icon on a game | Sign in to the purchasing account and use Restore Licenses | Restoring licenses does not affect data |
| Slow or erratic menus | Restart, update system software, and check network conditions | No deletion |
| Game icon remains after deletion | Restart, then consider Rebuild Database in Safe Mode | Rebuild Database is intended to reorganize system content; read the current warning before proceeding |
| Blank or incorrect picture | Reseat HDMI, select the correct display input, and isolate receivers or switches | No deletion |
| Persistent failure after troubleshooting | Use PlayStation Repairs or Support | Do not open the console or attempt unverified internal repairs |
Important distinction: Restore Default Settings leaves user and game data on the console, while Reset PS5 deletes user and game data stored on it. Back up before any reset and do not select it merely because a menu is slow.
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Can’t find a purchased game or add-on?
A purchase that is absent from the library does not by itself prove that the game was deleted or that the PS5 is defective. Work through ownership and licensing checks in this order.
1. Confirm the account that owns the purchase
- Press the PS button, open your profile, and verify the signed-in account.
- Compare that account with the account used to buy the game or add-on. Family members can use different accounts on the same console, so check each possible purchaser rather than assuming the currently active profile owns it.
- Open the account’s transaction history from PlayStation account management and verify that the transaction completed. A canceled, failed, or pending transaction will not grant a usable license.
If the transaction is not present, do not repeatedly restore licenses; first resolve the account or payment issue with PlayStation Support.
2. Look in the full Game Library and hidden items
From the home screen, open Game Library, choose the relevant collection or filter, and search by the title. Check the library’s hidden-games area as well as the installed section. A title can be hidden without being uninstalled, so an empty home-screen row is not proof that the purchase disappeared.
3. Check Console Sharing and Offline Play
If another account owns the game, that account must have Console Sharing and Offline Play enabled on this PS5 for other users to play its purchases while offline. Sign in as the owner and open Settings > Users and Accounts > Other > Console Sharing and Offline Play. If the setting is enabled on a different PS5, the owner may need to disable it there before enabling it on this console. Account-sharing limits and activation prompts can change, so follow the current on-screen instructions.
4. Restore licenses
Restoring licenses is PlayStation’s first-line check for a padlock, an unlocated purchase, or an add-on that will not appear:
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- Open Settings.
- Select Users and Accounts.
- Choose Other.
- Select Restore Licenses, choose the affected item if prompted, and confirm.
PlayStation states that restoring licenses does not affect data. Leave the PS5 connected to the internet while it completes, then restart the console and check the library again. If a padlock remains, verify that you are still using the owning account and that Console Sharing and Offline Play is configured correctly.
5. Check service status before escalating
Account authentication, downloads, and license checks can fail during a PlayStation Network interruption. Check the official PlayStation service-status page for an incident affecting account management, gaming, or the store. If services are operating normally and the content is still missing, contact PlayStation Support with the account ID, title and edition, transaction details, any error code, and the steps already completed.
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What to do when a game shows a padlock
A padlock normally means the active user cannot validate the license at that moment. It can result from using an account that did not buy the game, a disabled Console Sharing and Offline Play setting, or a temporary license-service problem.
- Switch to the account that purchased the game and launch it there.
- Confirm the purchase in transaction history.
- Enable Console Sharing and Offline Play on the PS5 if other local users need access.
- Run Settings > Users and Accounts > Other > Restore Licenses.
- Restart the PS5, install pending system updates, and try the game again.
Do not delete the game as a first response. Reinstalling cannot fix an account that lacks the license and can consume storage and bandwidth without changing the padlock.
Fix slow menus, freezes, and erratic interface behavior
Slow navigation can come from a temporary system process, pending update, network-dependent feature, or a database issue. PlayStation lists Safe Mode cache clearing and database rebuilding as troubleshooting options for system-feature issues and performance drops; neither is a guaranteed speed upgrade.
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1. Restart normally
Press the PS button, select the power icon, and choose Restart PS5. Wait for the home screen to load completely before opening several apps. A normal restart clears a transient process without changing installed games or saves.
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Open Settings > System > System Software > System Software Update and Settings and install available system software. On the home screen, highlight a game, press the Options button, and choose Check for Update. An update that is stalled or repeatedly failing can also make related menus appear unresponsive; note its error code and check the network connection before trying again.
3. Check the network for online-only delays
Open Settings > Network > Connection Status > Test Internet Connection. A slow store page or account panel may be a network response problem rather than a damaged local database. If the test fails, restart the router, use a wired connection when practical, and retry after the service-status page shows normal operation. Avoid repeatedly starting and canceling downloads while diagnosing a slow interface.
4. Enter Safe Mode correctly
Safe Mode starts the PS5 with a limited set of maintenance choices. To enter it:
- Turn the PS5 completely off. If it is on, hold the power button for about three seconds until it shuts down.
- With the console off, hold the power button again. Release it after the second beep, approximately seven seconds after the first beep.
- Connect the controller to the PS5 with a USB cable and press the PS button. A wireless connection alone will not select Safe Mode.
If the Safe Mode menu does not appear, treat that as a connection symptom: reseat the power and HDMI cables, try another USB cable for the controller, and test again after each change.
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5. Choose Clear System Software Cache for feature or performance problems
In Safe Mode, select Clear Cache and Rebuild Database, then choose Clear System Software Cache if that option is shown. PlayStation identifies this choice for system-feature issues or performance drops. It is separate from rebuilding the database and is not a promise that every slow-menu problem will disappear. Let the console finish and restart without interrupting power.
6. Use Rebuild Database for a stale icon or database-related behavior
Return to Safe Mode and select Clear Cache and Rebuild Database > Rebuild Database. The PS5 scans the storage drive and creates a new database of system content. This can help when a game icon remains after deletion or when system features behave incorrectly. The scan can take time, especially with a large drive; do not unplug the console while it is working. Read the current Safe Mode warning and select only the option you intend.
7. Understand Repair Console Storage and the limits of Safe Mode
Safe Mode may also offer Repair Console Storage. PlayStation describes this as a non-erasing option, but follow the exact prompt on your system before confirming. Safe Mode maintenance does not repair a failing drive, damaged power supply, or defective display hardware. If the same menu failure returns after an update, restart, cache clear, and database rebuild, stop repeating the procedure and use PlayStation Repairs.
Fix a blank screen or incorrect display output
Start at the signal path. A blank picture is often caused by a loose connection, the wrong display input, an intervening receiver or switch, or a video mode that the display cannot currently show.
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1. Verify the display path
- Confirm the television or monitor is powered on and set to the HDMI input used by the PS5.
- Unplug and firmly reseat the HDMI cable at both the console and display.
- If the PS5 passes through an AV receiver, HDMI switch, capture device, or soundbar, connect it directly to the display temporarily. This isolates the intermediate device.
- Power off the PS5 and display, reconnect the cable, then turn on the display before starting the console.
If the picture returns when the path is simplified, reconnect one intermediary at a time to identify the failing link. If you suspect the existing cable, try another HDMI cable; PlayStation does not specify a brand, model, or performance tier for this check.
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2. Use Safe Mode when normal video is unavailable
Follow the Safe Mode entry procedure above. If you cannot see Safe Mode, PlayStation recommends checking the cable connection and trying a different USB, HDMI, or power cable, testing after each change. A missing Safe Mode image does not by itself prove that the console is dead.
3. Try Change Resolution
In Safe Mode, select Change Resolution. This restarts the PS5 using a basic video output so you can regain a picture when the current resolution is not accepted by the display. Change one setting at a time, allow the display to resynchronize, and then restore your preferred resolution from Settings > Screen and Video > Video Output once the picture is stable.
4. Try Change HDCP Mode when the display handshake fails
Safe Mode’s Change HDCP Mode option can troubleshoot a blank screen caused by an HDCP compatibility handshake. Select it only after checking the physical connection, and test the picture after each available mode. Do not apply PS4-specific HDCP instructions to a PS5 unless the current PS5 screen explicitly presents that option.
5. Escalate persistent video failures
If direct connection, a known-good display input, cable checks, and the Safe Mode video options do not restore a picture, collect the display model, whether Safe Mode is visible, the cable path, and any on-screen error. Use PlayStation Repairs or Support rather than opening the console or attempting internal HDMI-port repairs.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Data safety: Restore Default Settings versus Reset PS5
Restore Default Settings
Restore Default Settings returns system settings to their defaults without deleting user or game data. You may need to reconfigure display, network, accessibility, and other preferences afterward. It is a later troubleshooting step for configuration problems, not a shortcut for a missing license.
Reset PS5
Reset PS5 removes user accounts, installed games, saved data stored on the console, screenshots, and other local content. Treat it as a last resort only after support has ruled out account, license, update, storage, and display causes.
Before considering a reset:
- Sync trophies and back up saved data using your available PlayStation storage or a USB device.
- Copy screenshots and video clips you want to keep.
- Confirm you know the sign-in credentials for every account on the console.
- Record error codes, affected games, and the troubleshooting steps already attempted.
- Read the final confirmation screen carefully; cancel if it says data will be deleted and you have not completed the backup.
When to contact PlayStation Support or Repairs
Escalate when the symptom survives the relevant low-risk checks, returns immediately after maintenance, or prevents Safe Mode from appearing. Include:
- The exact symptom: missing purchase, padlock, slow menu, stale icon, blank screen, or intermittent output.
- The account and game edition involved, without sending your password.
- Transaction date or order information for a missing purchase.
- System-software version and any error code.
- Whether the PS5 is connected directly to the display and whether Safe Mode is visible.
- A chronological list of restarts, updates, license restoration, cache clearing, database rebuilding, and cable tests.
PlayStation Repairs is the official route for persistent hardware or console faults. Availability and repair terms can vary by country, so use the support option shown for your region.
Quick Recap
A short decision checklist
- Missing game or padlock: verify the owning account and transaction, search hidden library items, check Console Sharing and Offline Play, restore licenses, then check service status.
- Slow menus or leftover icon: restart, update system software and the affected game, test the network, then use Safe Mode’s Clear System Software Cache or Rebuild Database for the matching symptom.
- Blank screen: confirm the display input, reseat HDMI, bypass receivers or switches, try another cable if necessary, then use Change Resolution or Change HDCP Mode in Safe Mode.
- Still broken: preserve evidence, back up before any reset, and contact PlayStation Support or Repairs.
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