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If a PlayStation Store purchase is stuck, first retry it from Downloads or Notifications. If the game is missing from your library or shows a padlock, check the purchasing account and transaction history before reinstalling or buying it again. Then work through PlayStation service status, your connection, system software, and storage. These checks separate a stalled download from an account or entitlement problem.
Retry the stalled download
A failed queue item can often be restarted. Canceling and deleting the queue entry removes that download attempt; it does not fix an ownership, account, or PlayStation service issue.
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On PS5
- Open Downloads/Uploads in Control Center.
- Select the stalled item and choose Pause, then Resume.
- If it remains stuck, choose Cancel and Delete.
- Open Game Library, find the title, and start the download again.
On PS4
- Open Notifications > Downloads.
- Select the item and pause, then resume it.
- If it still fails, cancel and delete the queue item.
- Find the title in your Library and retry the download.
Sony’s download troubleshooting guide covers these queue steps. Menu wording can vary by system software and locale.
Check the purchase and account before reinstalling
If the title is missing from the library, or access is blocked, confirm that the console is signed in to the account that purchased it. Check that account’s transaction history to verify the purchase. A completed transaction and a working download are separate issues: the former confirms the purchase record, while the latter concerns access and file transfer.
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- Redeem for anything on PlayStationStore: games, add-ons, PlayStationPlus and more.
- Everything you want to play. Choose from the largest library of PlayStation content.
- Use gift card funds to contribute towards PlayStationPlus memberships.
- Check library filters and hidden-game settings if the title does not appear.
- If access depends on PlayStation Plus, confirm the subscription is active and the title is still included in the applicable offering.
- If another account owns the game, check Console Sharing and Offline Play on PS5 or primary-console activation on PS4, as appropriate.
Do not buy the title again until you have checked the purchasing account and its transaction history.
Restore licenses for a valid purchase that appears locked
When the purchase is valid but a game or add-on is missing or shows a padlock, restoring licenses is an official troubleshooting step. Sony says it won’t affect your data. Sony notes that license restoration may help with a padlock (except a lock caused by an expired PlayStation Plus subscription), a missing game or add-on, or a game that crashes.
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- Redeem for anything on PlayStationStore: games, add-ons, PlayStationPlus and more.
- Everything you want to play. Choose from the largest library of PlayStation content.
- Use gift card funds to contribute towards PlayStationPlus memberships.
- PS5: Settings > Users and Accounts > Other > Restore Licenses.
- PS4: Settings > Account Management > Restore Licenses.
Check PlayStation service, internet, and system software
These are distinct possible causes. If PlayStation service status shows an alert, wait for service to recover and retry. If there is no reported service issue, test the console’s internet connection in its network settings and follow Sony’s connection troubleshooting guidance if the test fails. Install the latest system software, especially if the error message or Sony’s code-specific guidance calls for an update.
If the error is CE-112987-8
Sony’s current guidance for PS5 error CE-112987-8 is to update system software, delete the affected download and try again, sign out and back in, restart the console, and restore licenses. If the issue persists, Sony advises trying again later. Follow the steps on Sony’s CE-112987-8 page.
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- Redeem for anything on PlayStationStore: games, add-ons, PlayStationPlus and more.
- Everything you want to play. Choose from the largest library of PlayStation content.
- Use gift card funds to contribute towards PlayStationPlus memberships.
Check free storage before changing hardware
Look up the title’s minimum free-space requirement in its product details, then compare it with available capacity under Settings > Storage. Sony’s PS5 guidance for error CE-107872-5 says installation may require approximately twice the free space required. That is Sony’s guidance for this error, not a universal measurement for every title or system. See Sony’s CE-107872-5 guidance.
If space is insufficient, delete or move content. Extended storage may be an option where supported, but check console and game compatibility for the intended use before choosing a drive. More storage will not solve a license, account, network, or service problem.
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- Redeem for anything on PlayStationStore: games, add-ons, PlayStationPlus and more.
- Everything you want to play. Choose from the largest library of PlayStation content.
- Use gift card funds to contribute towards PlayStationPlus memberships.
Use the error code and contact support if needed
Look up the exact code displayed on the console in Sony’s error-code guidance. The next step depends on the code; download, installation, license, network, and storage errors do not all have the same fix.
If the problem continues, contact PlayStation Support with the exact error code and message, what you did immediately before it appeared, the steps that reproduce it, and a screenshot or video if possible. Sony’s download guide also asks for the time you attempted the download. Leave Safe Mode database rebuilding for later troubleshooting. Reinstalling system software is more disruptive: back up data and follow Sony’s instructions if support guidance reaches that step. Sony’s game-start troubleshooting page provides related escalation guidance.
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- Redeem for anything on PlayStationStore: games, add-ons, PlayStationPlus and more.
- Everything you want to play. Choose from the largest library of PlayStation content.
- Use gift card funds to contribute towards PlayStationPlus memberships.
Product prices and availability are accurate as of the date/time indicated and are subject to change. Any price and availability information displayed on Amazon at the time of purchase will apply.
