If a PS5 game download is stuck or crawling, first check PlayStation Network status, then test the console’s connection and available storage. For a stalled item, pause and resume it; if a download will not start, cancel and delete it, then retry from your Game Library. Use Safe Mode only after those basic checks.
1. Check whether PlayStation services are having an issue
Open the PlayStation Network status page and check for an alert affecting the relevant service. If there is one, wait for the service to recover and try again. PlayStation’s guidance is: “If you see any alerts, wait until the service is up and running and then try again.”
2. Test the PS5’s internet connection
On the console, go to Settings > Network > Connection Status > Test Internet Connection. If the test indicates a connection problem, review the network settings and restart your networking equipment. For error CE-107928-7, PlayStation recommends turning off the modem or router for five minutes before turning it back on; see its CE-107928-7 troubleshooting steps.
If you can, connect the PS5 to the router with an Ethernet cable as a troubleshooting test. PlayStation suggests trying a wired connection in its guidance for game-starting problems. A cable makes that test possible, but it is not a guaranteed fix or speed upgrade; download performance depends on the broader network and service path. See PlayStation’s game-launch troubleshooting guidance.
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3. Restart the download from the queue
If the download is stalled
- Open Downloads/Uploads from the Control Center.
- Select the stalled game and choose Pause, then choose Resume.
If the download will not start
- In Downloads/Uploads, select the item and choose Cancel and Delete.
- Open Game Library, find the game, and start the download again.
These steps address the queue item itself; they do not establish that the cause is necessarily your network.
4. Check storage and system software
Go to Settings > Storage and confirm the console has enough available space. PlayStation says the minimum free space needed for a game can be checked on that game’s product page. If space is short, make room before retrying the download. Also check that the PS5 system software is up to date.
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5. Clear the cache and rebuild the database if it remains stuck
After checking service status, connection, queue, storage, and system software, use Safe Mode for a download that is still stuck. Follow PlayStation’s Safe Mode instructions to start the console in Safe Mode, then select Clear Cache and Rebuild Database.
This is a later troubleshooting step, not a guarantee: rebuilding the database will not resolve every underlying network or service problem.
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6. Check access if the game is locked or missing
A download or game that appears unavailable may be an account or license issue rather than a transfer-speed problem. Check that you are signed in to the account that bought the game, review transaction history, and confirm any required PS Plus access is active. If another account owns the game, check whether console sharing provides access.
To restore licenses, go to Settings > Users and Accounts > Other > Restore Licenses. PlayStation identifies locked games and missing content as reasons to try this step and says restoring licenses does not affect user data. It is an access check, not a general fix for slow downloads. More details are in PlayStation’s license-restoration instructions.
7. Use the exact error code to choose the next step
If an error code appears, look it up in the PlayStation 5 error-code index rather than applying one code’s diagnosis to every stalled download. For example, PlayStation describes NP-102947-3 as an internet connection too slow or unstable to perform an update. That diagnosis applies to that code, not to all download problems.
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