PlayStation game freezes or crashes 

PlayStation game freezes or crashes 

Find troubleshooting steps to resolve game crashes on PS5™ consoles and PS4™ consoles.

Troubleshoot disc game issues 

If your game on disc keeps crashing or freezing, try the following.

  1. Wipe the disc with a clean, soft cloth. 
  1. Check the affected game is updated to the latest version. Highlight the game and press the Options button > Check for Update.
  1. Make sure your system software is the latest version.
  1. Play the game from the beginning, without an existing game save, to check if the game save is corrupted. 
  1. Delete the game from your console and reinstall the game from the disc.
  1. Try using another game disc. If the issue only happens with one disc, please contact the retailer for a replacement. If the issue occurs with multiple discs, please try Fix & Troubleshooting for PS5 and Contact Us for other consoles.

Troubleshoot digital game issues 

If the game you've purchased and downloaded from PlayStation™Store keeps crashing or freezing, try the following. 

  1. Check the game has fully downloaded and installed. Highlight the game you want to check and press the Options button > Information > Download Status.

  1. Check the game is updated to the latest version. Highlight the game you want to check, press the Options button and then select Check for Update.
  1. Make sure your system software is the latest version.
  1. Play the game from the beginning, without an existing game save, to check if the game save is corrupted.
  1. Delete the game from your console. Download and reinstall the game.
  1. Back up your game data and then reset your console. Resetting your console erases all data saved on your console storage.

For PS5 consoles, select System > System Software > Reset Options > Reset Your Console.

For PS4 consoles, select Settings > Initialisation > Initialise PS4.

  1. If you continue to experience issues and they affect more than one game, there might be an issue with your console. If the issue occurs please try Fix & Troubleshooting for PS5 and Contact Us for other consoles.

Game crashes or freezes during online gameplay

Try other online games and services. If this issue affects multiple games, visit the guide below for connection troubleshooting. 

If the issue only affects one game, please contact the game publisher to see if there are any known issues with the game. If the game is published by Sony Interactive Entertainment, please contact PlayStation Support.

Need to Contact PlayStation Support? 

If you're still having issues contact us using the link at the bottom of this page. Please provide: 

  • 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