Updated 28 April 2017

PS4: Issues downloading PlayStation Store content

How to fix common download problems.

 
 

Issues downloading PlayStation Store (PS Store) content can be caused by a few things. Check the troubleshooting steps for each cause so you can get back to playing as soon as possible.

If have downloaded your content, but it won’t launch, check PS4: Issues launching PlayStation Store content instead.

Local (home) network or PlayStation Network (PSN)

  1. Check your Internet connection (try another device to do this).
  2. Check for PSN maintenance or other issues. Try again when PSN is up and running.
  3. Try an Ethernet (wired) connection.
  4. Check your router has the latest firmware/software. Contact your ISP or router manufacturer for help with this.
  5. If you are able to open ports on your router, try opening these ports:
  • TCP: 80, 443, 3478, 3479, 3480
  • UDP: 3478, 3479
  1. Check that your firewall settings are not stopping the download. Contact your ISP for help with this.
  2. If download is working, but is slow, free up bandwidth by switching off internet connection on other devices.

Incorrect account

  1. Only the account that made the purchase can download the content. If you are signed into the wrong account, a padlock icon is shown on the bottom right corner of content you can’t download.
  1. If don’t know whether content was purchased on an account, check account transactions to find out.
  2. Sign into the right account and try the download from [Library].

Download button missing from content in Library

  1. If you cannot download from the Library, try downloading from [PlayStation Store]. Make sure your wallet won’t be debited by checking that you see a [Download] button on the content details page, not the price. If you can’t do this from your PS4, sometimes remote downloading from your PC or Mac will work. Find out how to do this here.
  2. If you see the price instead of Download, make sure you are checking the right version of a game as sometimes more than one version is released.
  3. If you are certain you are checking the correct version through the right account and the price is still shown, contact us.

Parental controls

If parental controls are enabled on your PS4 you cannot download or start any content that is above the set age rating.

If, when you try to download content from the Library, you see a parental controls padlock image instead of an image of the content you will not be able to download it.

Expired licence

Go to [Settings] > [PlayStation Network/Account Management] > [Restore Licences] and press (X button) then try the download again.

HDD space

  1. Your PS4 needs twice as much free HDD as the size of the game. For example, you need 60GB to download a 30GB game. Go to [Settings] > [System Storage Management] to check your HDD space.
  2. If the download still doesn’t work, try deleting content to create at least 50GB (even if the game is 25GB or less). This sometimes fixes the issue.

You can re-download content later, but we advise you to manually sync game saves and trophies to PSN before deleting a game, so you don’t lose your progress, (online storage is available if you have an active PlayStation Plus subscription).

Other applications running

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

To pause a download go to it on the content launcher or in [Notifications] > [Downloads] and press (X button).

To stop an app, go to it on the Content Launcher and press the Options button on your controller to [Close Application].