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Fix the driver behind crashes, sound loss and screen glitchesFind Drivers →Repair Windows errors before they cause bigger problemsFix Now →WS-118720-9 is a genuine PS5 error, but Sony’s public error-code directory does not currently publish a dedicated definition for it. In practice, player reports most often place it around a game pack, DLC, add-on, or other content that cannot download, install, validate, or open. That pattern is reported rather than an official Sony diagnosis, so the code alone does not prove that PSN is down, a license is invalid, or the console is damaged.
Use the least-destructive sequence: check PSN status, restart, pause and resume or cancel the failed download, retry from the game library, verify the purchasing account and licenses, update the game and PS5, check storage, then use Safe Mode repairs or reinstall only the affected game if necessary.
What WS-118720-9 means
Sony’s current PS5 error list does not list WS-118720-9, so there is no Sony-published one-line meaning to quote. Available reports associate it with failed game-related content, including multiplayer, campaign, compatibility, texture, DLC, and other add-on packs. Reports involving Call of Duty: Modern Warfare are historical examples, not proof that every current occurrence has the same cause.
The practical symptom is an inability to retrieve, install, validate, or access content connected to an installed game. Possible causes include a PSN interruption, a failed local download, an entitlement or account mismatch, insufficient space, outdated software, or damaged local content. The code by itself cannot distinguish among them.
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- Model Number CFI-2000
- Includes DualSense Wireless Controller, 1TB SSD, 2 Horizontal Stand Feet, HDMI Cable, AC power cord, USB cable, printed materials, ASTRO’s PLAYROOM (Pre-installed game)
- Vertical Stand sold seperately
When the error appears
- Downloading a game pack, campaign, multiplayer, compatibility, or texture pack.
- Installing DLC or another add-on.
- Opening a game’s content-management screen.
- Accessing a purchased or PlayStation Plus title.
- Downloading store content that is not correctly associated with the installed edition.
- Attempting a download during PSN maintenance or an outage.
These are reported patterns, not an official mapping of WS-118720-9.
Use this diagnostic split
| Pattern | More likely explanation |
|---|---|
| Only one game or one add-on fails; other downloads work | Game-content installation, entitlement, edition, or pack-specific problem |
| Several purchased games or add-ons are locked or unavailable | Account, license, PlayStation Plus, or PSN problem |
| Several unrelated downloads fail, storage warnings appear, or the queue repeatedly stalls | Network, storage, database, or wider system problem |
Fix WS-118720-9 in order
1. Record the failure
Write down WS-118720-9, the game and exact pack, whether it is digital, disc-based, or from PlayStation Plus, where the error appears, and approximately when it occurred. PlayStation Support asks for the code, a description, reproduction steps, and the time of the attempt.
2. Close the game and restart the PS5
- Highlight the game on the home screen.
- Press Options and choose Close Game.
- Choose Power > Restart PS5.
- Retry the download or add-on.
This is safe and quick, but it is not a guaranteed code-specific cure.
3. Check PSN before deleting anything
Open status.playstation.com and check Gaming and Social, PlayStation Store, Account Management, and downloading or browsing services. If an alert or maintenance notice is active, wait until service is restored and retry. Do not repeatedly delete and reinstall game data during a confirmed outage.
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- What's Included: Sony PlayStation 5 Digital Edition; DualSense; USB cable, HDMI cable.
4. Test the internet connection
- Open Settings > Network > Connection Status > Test Internet Connection.
- If it fails, restart the router and PS5.
- Pause other downloads and streaming.
- Retry over wired Ethernet if possible.
A failed test supports a local network diagnosis. A successful test does not rule out PSN, licensing, game-server, or pack-specific problems. Sony’s PS5 support hub provides additional network and software guidance at playstation.com/en-us/support/hardware/ps5/.
5. Pause, resume, or remove the failed download
Press the PS button, open Downloads/Uploads, highlight the item, and choose Pause, then Resume. If it remains stuck, select the failed item, choose Cancel and Delete, then redownload it from Game Library > Your Collection. Sony documents this sequence in its download troubleshooting guide.
6. Download the add-on from the library
Use Game Library > Your Collection > select the game > Add-Ons > select the add-on > Download. This can work when an in-game content screen fails. For a disc game, insert the disc, highlight the title, press Options, choose Manage Game Content, and select the install icon beside the add-on. See Sony’s library instructions and disc-game instructions.
7. Confirm ownership and account access
- Sign in to the account that purchased the game or add-on.
- Check that the purchase appears in transaction history.
- For PlayStation Plus content, confirm the subscription is active and the title remains in the applicable catalog.
- If another account owns it, that account must have Console Sharing and Offline Play enabled.
A padlock or missing add-on can indicate an entitlement problem rather than corruption.
Rank #3
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8. Restore licenses
Go to Settings > Users and Accounts > Other > Restore Licenses, then retry. Restoring licenses refreshes entitlement information; it does not reinstall a game, repair a damaged download, or delete saves. Sony recommends it for locked games and missing purchased content: official guide.
9. Update the game and PS5
- Highlight the game, press Options, and select Check for Update.
- Go to Settings > System > System Software > System Software Update and Settings.
- Install any available update, restart if requested, and retry.
Relevant Sony instructions are game and application updates and PS5 system software.
10. Check free storage
Open Settings > Storage and compare free space with the game’s required space. Installation may need more room than the displayed download size while files are copied or unpacked. Delete unused games or apps, move eligible PS4 games to USB extended storage, or move games between console storage and an installed M.2 SSD. Do not delete saved data unless it has been backed up and is specifically required.
Safe Mode repairs
Use these only after service, account, download, update, network, and storage checks.
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Rank #4
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- Turn the PS5 off completely.
- Press and hold the power button; release after the second beep, about seven seconds after the first.
- Connect the DualSense with a USB cable and press PS.
- Choose Clear Cache and Rebuild Database.
- Try Clear System Software Cache first. If needed, return to Safe Mode and choose Rebuild Database.
Sony says rebuilding scans the drive and creates a new content database. It is not a factory reset, but do not interrupt the process. Details: Safe Mode options.
Reinstall only the affected game when appropriate
If one title still fails after the preceding checks, back up saved data if appropriate, delete the game, reinstall it from Game Library or its disc, let the base game finish, apply its update, and install the pack again. Reinstallation uses bandwidth and will not solve a PSN or entitlement outage, so it is not a first step.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Disc, digital, and PlayStation Plus edge cases
Disc games
Keep the disc inserted while using Options > Manage Game Content. Confirm that the disc edition, installed edition, account region, and add-on are compatible.
PlayStation Plus games
Verify the subscription, catalog availability, and the account that originally claimed the title. Do not repurchase content before checking transaction history and entitlement status.
Wi-Fi downloads
A passing connection test does not eliminate congestion, packet loss, router behavior, or a service-side failure. Ethernet is a diagnostic comparison, not a guaranteed fix.
What not to do
- Do not claim that WS-118720-9 always means PSN is down.
- Do not delete saved data to fix an installation problem.
- Do not factory-reset the console as a first-line response.
- Do not treat rebuilding the database as a guaranteed code-specific cure.
- Do not use unofficial firmware files or third-party repair software; use Sony’s official procedures at PS5 system software support.
When to contact support
Escalate if the code affects multiple games, a purchased add-on is missing on both the console and PlayStation App, a transaction is absent or disputed, the issue survives a clean reinstall, or PSN is normal but entitlement restoration fails. Contact PlayStation Support; use PlayStation Repairs for broader storage, shutdown, or Safe Mode symptoms. If the base game works but one publisher-specific pack fails, contact that game’s publisher as well; Call of Duty issues may require Activision support.
Do not choose Reset PS5 or Reset PS5 (Reinstall System Software) for a single failed pack without a backup: both delete user data, while Restore Default Settings resets settings without deleting games, apps, captures, or console-saved data.
Frequently Asked Questions
Is WS-118720-9 proof that my PS5 hardware is failing?
No. The code alone is insufficient evidence of a defective SSD, HDMI port, or motherboard. Hardware becomes more concerning when unrelated downloads, storage, shutdown, or database functions also fail.
Does rebuilding the database delete my games?
Rebuild Database is not a factory reset; it scans the drive and creates a new content database. Follow Sony’s Safe Mode instructions and do not interrupt the process.
Will Restore Licenses delete saves?
No. Restore Licenses refreshes account entitlement information and does not reinstall games or delete saved data.
Should I factory-reset the PS5?
No—not for a single failed pack. Reset options can delete user data and should be considered only after support guidance and a verified backup.
Quick Recap
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