Troubleshoot issues when starting a game

How to troubleshoot issues when starting a game

Find out what to do if your game doesn't start on PlayStation®5 consoles and PlayStation®4 consoles.

Can’t start a game downloaded from PlayStation Store? 

If you can’t start a downloaded game, please try the following steps. 

  1. Press the PS button and select Power > Restart.
  1. Restore your licenses. Visit the guide below to restore licenses on your console.
  1. Check that your console has the latest system software installed.
  1. Turn on Safe Mode and select Restore Default Settings.

  1. Delete the game and re-download from PlayStation Store.
  1. Back up your data and reinstall system software using Safe Mode.

Padlock next to purchased contents

If you see a padlock icon next to your purchased content, please try the following steps:
  1. Download the content through your account and activate Console Sharing and Offline Play on your PS5 console. If you're trying to play on a PS4 console, activate the console as your primary PS4.
  1. If the game was purchased as part of PlayStation®Plus, make sure the subscription is active. 
  1. Restore your licenses. Visit the guide below to restore licenses on your console.
  1. If parental controls are blocking you from playing a game, you'll see a padlock instead of the game image. Ask your parent or guardian for help. They can find instructions for allowing access below.

Still having issues? 

If you’re still having issues and need to contact PlayStation Support, use the link at the bottom of this page. Please provide the following information.

  • Any error codes or messages.

  • A detailed description of what happens and steps to replicate the issue.

  • A screenshot or video of the issue if possible.

Need help? 

Contact our support specialists