Updated 28 April 2017

PS4: Problems downloading or launching a game from PlayStation Store

What can stop an application from downloading or starting and how to fix it.

 
 

What’s the issue you’re experiencing?

  • Download won't start

    Check these possible causes:

    PlayStation Network (PSN)

    1. Check PSN Status.
    2. If there’s an issue with PSN try again later.

    Local (home) network

    1. Check your internet connection using another device.
    2. Try an Ethernet (wired) connection.
    3. Check your router has the latest firmware/software. Contact your ISP or router manufacturer for help with this.
    4. If you can open ports on your router, try opening these ports:
    • TCP: 80, 443, 3478, 3479, 3480, 5223
    • UDP: 3478, 3479
    1. Check that your firewall settings are not stopping the download. Contact your ISP for help with this.

    HDD space

    1. We’ll usually let you know if you don’t have enough free HDD when you buy something from PlayStation Store, but check   [Notifications] as we’ll also let you know if download fails because you didn’t have enough HDD space.
    2. Your PS4 needs enough free HDD equal to the size of the game plus 50GB. For example, you need 70GB to download a 20GB game. Go to [Settings] > [System Storage Management] to check your HDD space.
    3. Delete content to create enough space to allow download.

    You can re-download content later, but we advise you to back up your game saves and trophies before deleting a game, so you don’t lose your progress. You can sync your trophies to PSN and, if you subscribe to PlayStation Plus, you can sync your saves too. If you don't subscribe you can use an external memory device to back up your saves.

    Application specific issue

    1. There could be an issue with the game or developer’s server that other users know about that’s stopping download. Check PlayStation Support Forums to find out.
    2. Check the game developer’s official website in case there is a release delay or other issue stopping availability.
  • Padlock shown on title

    You can tell what the problem is by how the padlock looks.

    Wrong account

    Only the purchaser can download a game from PlayStation Store. If your account didn’t buy the title you want to download, you’ll see a small padlock in the bottom right corner.

    1. Ask the purchaser to download the content through their PSN account.
    2. Ask the purchaser to make sure the PS4 is activated.
    3. Ask the purchaser to go to [Settings] > [PlayStation Network/Account Management] > [Restore Licences] > [Restore].

    Parental controls

    If parental controls are enabled on your PS4, no local user can download or start any content that is above the set age rating. You’ll see a padlock in front of a screen instead of the application image.

    1. Ask your parent or guardian for help and, if they agree to allow you to play the application, they can find instructions for allowing access in the Parental Controls article.
    2. Check the application in the PS4 Library to see the parental control level that stops access to it.
    3. The parental controls need to be set one level above the level shown in the Library to allow access. For example, to unlock the application shown here, the parental controls level will need to be set to 9.

    Wrong account & parental controls

    You’ll see a combination of both types of padlock if both issues are happening at once.

    1. Ask the purchaser to download the content through their PSN account.
    2. Ask the purchaser to make sure the PS4 is activated.
    3. Ask the purchaser to go to [Settings] > [PlayStation Network/Account Management] > [Restore Licences] > [Restore].
    4. You should see that the small padlock in the bottom, right corner is gone.
    5. Ask your parent or guardian for help and, if they agree to allow you to play the application, they can find instructions for allowing access in the Parental Controls article.
    6. Check the application in the PS4 Library to see the parental control level that stops access to it.
    7. The parental controls need to be set one level above the level shown in the Library to allow access. For example, to unlock the application shown here, the parental controls level will need to be set to 9.
  • Download button missing

    1. Try downloading from [PlayStation Store] instead of your PS4 Library. Your wallet won’t be charged if you see a [Download] button on the content details page.
    2. Make sure you purchased the content you're trying to download.
    3. If you see the price instead of [Download], make sure that:
    • you’re checking the right version of the game
    • you’re signed in with the right account
    1. Try  starting the download from your Download List on PlayStation Store via web browser. You can find full instructions in our How to download to your PS4 article.
    2. If you are certain you are checking the correct version through the right account and the price is still shown, contact us.

  • Slow download

    1. If your download is taking a long time, either close any apps that are running, or pause your download until you finish playing.

    Pause a download

    Go to [Notifications] > [Downloads] and press  to elect either [Pause] or [Cancel and Delete].

    Stop an app

    Go to it on the Content Launcher and press the Options button on your controller to [Close Application].

    Download while the system is in rest mode

    Go to [Settings] > [Power Saving Settings] > [Set Features Available in Rest Mode] > [Stay Connected to the Internet] and place a check mark next to it. Place the system in rest mode.

    1. Free up bandwidth by switching off internet connection on other devices.
    2. Try an Ethernet (wired) connection.
    3. Check your router has the latest firmware/software. Your ISP or router manufacturer may be able to help with this.
  • Downloaded game won't launch

    An expired licence can stop a downloaded game from launching.

    1. Log into the PS4 with your local user.
    2. From the PS4 home screen go to [Settings] > [PlayStation Network/Account Management] > [Restore Licences].
    3. Select [Restore].
    4. Try to launch or download the content again.
 
 
 
 

More on this topic

Related Articles