How to troubleshoot issues on your PS Portal

Find out how to resolve issues with your PlayStation Portal™ remote player.

Updating your PS Portal system software usually fixes most issues. Before continuing to the support below, make sure your PS Portal is running the latest system software version.

Update PS Portal system software

How to restart your PS Portal

  1. Press and hold the power button.
  2. Select Restart.

If you can’t restart your PS Portal, try the following. 

  1. Press and hold the power button on your PS Portal.
  2. Wait for your PS Portal to turn off. Then, wait 30 seconds.
  3. Press and hold the power button on your PS Portal.
    The system reboots.

If you’re still having issues, try performing a full reset.

How to reset your PS Portal

When you reset your PS Portal, you're signed out and all data and settings on your PS Portal are erased.

  1. From the top right of your screen, swipe left to display the quick menu. 
  2. Go to Settings > System > System Software > Reset Options.
  3. Select Reset.

PS Portal doesn’t power on?

  1. Connect the PS Portal to your PlayStation®5 console using the included USB cable.
    Wait until the charge is complete before disconnecting your PS Portal.
    You can use your PS Portal while it’s charging.
  2. Once your PS Portal has enough charge, press and hold the power button on your PS Portal until it turns on.

If you’re having issues, please contact us.

Connectivity issues?

Select your issue for troubleshooting steps.

Recommended network setup for PS Portal
  1. Check the PlayStation status page.
  2. Make sure your Wi-Fi is working with other devices.
    If you’re experiencing Wi-Fi issues, contact your network Internet Service Provider (ISP) for further support.
  3. From the top right of your PS Portal screen, swipe left to display the quick menu. 
  4. Select Settings > Network > Set Up Internet Connection, and check your Wi-Fi connection.
  5. Try moving closer to your router.
  6. Make sure you're following the recommended settings provided by your ISP, network provider, or network administrator. 

If you're still having issues, please visit PlayStation Repairs.

PlayStation Repairs

As a standard, we recommend a high-speed connection with upload and download speeds of at least 5 Mbps. For best performance, we recommend a high-speed connection with upload and download speeds of at least 15 Mbps.

  1. Make sure the Wi-Fi connection(s) are stable.
  2. Pause any downloads running on devices connected to your Wi-Fi.
  3. For Remote Play connections, try using a wired connection for your PS5® console. If you’re using a wireless connection, try to position your PS Portal and PS5 console closer to the router and make sure there are no obstacles interfering with the signal.

If you're still having issues, please visit PlayStation Repairs.

PlayStation Repairs

Can’t connect to your paired PS5 console?

  1. For Remote Play connections, try using a wired connection for your PS5® console. If you’re using a wireless connection, try to position your PS Portal and PS5 console closer to the router and make sure there are no obstacles interfering with the signal.
  2. On your PS5 console go to Settings > System > Remote Play.
  3. Select Enable Remote Play and check the name of the user who wants to use Remote Play.
  4. On your PS5 console, go to Settings > System > Power Saving > Features Available in Rest Mode. Select Stay connected to the Internet and Enable Turning on PS5 from Network.
  5. Make sure your PS5 console is connected to the internet, and that you're signed in on your PS5 console and PS Portal with the same account.
Set up an internet connection
  1. Test your internet connection.
    Try connecting another device to your network and running a connectivity test.
    If you’re experiencing Wi-Fi issues, contact your Internet Service Provider for further support.
  2. Try using a wired connection for your PS5 console. If you’re using a wireless connection, try to position your PS Portal and PS5 console closer to the router and make sure there are no obstacles interfering with the signal.

If you're still having issues, please visit PlayStation Repairs.

PlayStation Repairs

Gameplay issues?

If you’re experiencing gameplay issues during Remote Play, check your internet connection quality. You can also try adjusting the display brightness.
  1. From the top right of your screen, swipe left to display the quick menu. Go to Troubleshoot > Show Network Status.
    You can also select Troubleshoot > Restore Licence while streaming a game.
  2. From the quick menu, go to Settings.
  3. Select Display and Brightness and adjust the display brightness.

If you’re having issues, contact us.

Stuck button or analogue stick?

Use a soft cloth to remove any dirt from the base of the analogue stick or button, and try again.

If you're still having issues with the button or analogue stick input, please visit PlayStation Repairs.

PlayStation Repairs

Battery drains faster than expected?

Battery life may vary according to use. 

To increase the duration of the battery life, try reducing the vibration intensity, trigger effect intensity, and screen brightness.

Settings on PS Portal

Troubleshoot audio issues

Please select your issue from the list below.

  1. Check your PS Portal isn’t muted. 
Volume button location
  1. Try connecting a compatible wired device to your PS Portal.
  2. If you can hear sound from the wired device, reset your PS Portal.
  3. If you’re having issues, please contact us.
  1. Check your PS Portal isn’t muted. 
Volume button location
  1. Make sure the compatible device has a 3.5mm audio input jack and works with other devices.
  2. Try using another compatible wired audio device or the PS Portal speakers.
  3. If you’re having issues, please contact us.

Only devices using PlayStation Link™ can wirelessly connect to your PS Portal.

  1. Check your PS Portal is not muted.
Volume button location
  1. Make sure your compatible audio device is charged and has the latest device software.
Charge earbuds
  1. Make sure the system software for your PS Portal is updated.
Check system software
  1. Try pairing your compatible audio device again.
How to pair PULSE Explore wireless earbuds
How to pair PULSE Elite wireless headset
  1. Try using your audio device with another compatible device.
  2. If you’re having issues, contact us.
Troubleshoot PULSE Explore wireless earbuds
Troubleshoot PULSE Elite wireless headset

PS Portal doesn’t vibrate?

  1. Go to Settings > Controller and check that Vibration Intensity is enabled.
  2. Check your game settings. The vibration settings might be turned off.
  3. Make sure the game supports vibration. Not all the games have this functionality. 
Settings on PS Portal

Need help? 

Contact our support specialists

Contact PlayStation Support