First check that the game is still available to your account and that PlayStation services are working. Then follow the path for your symptom: if a download never starts, reset its queue item; if it began and stopped progressing, test the network and use the console-specific recovery steps below.
Before troubleshooting, confirm you can download the game
A PlayStation Plus download may fail because the membership is inactive, the game has left the catalog, or the membership plan does not include that catalog benefit. For catalog titles, verify both the title’s availability and your plan before treating the console as the problem. Sony’s PlayStation Plus catalog guidance explains how to browse the catalog: on PS5, open PlayStation Plus from the Games home screen and select Benefits; on PS4, open PlayStation Plus from the function screen and select Game Catalog.
Check PlayStation service status as well. If Sony reports an alert, wait for service to recover before retrying.
If the download won’t start
Reset the item in the download queue first. Sony recommends pausing and resuming it; if that does not work, cancel and delete the queued item, then start the download again from your library.
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- Feel physically responsive feedback to your in-game actions through haptic feedback
- Experience varying levels of force and tension at your fingertips with adaptive triggers
- Chat online through the built-in microphone and connect a headset directly through the 3.5mm jack
- Switch voice capture on and off using the dedicated mute button
- Play on more devices using the USB Type-C cable or Bluetooth to connect easily to Windows PC and Mac computers, Android and iOS mobile phones as well as your PlayStation 5
PS5
- Open Downloads/Uploads from the control center.
- Select the game download and choose Pause, then Resume.
- If it still will not start, select Cancel and Delete.
- Open Game Library, find the game, and retry the download.
PS4
- Open Notifications, then Downloads.
- Select the game download and choose Pause, then Resume.
- If it still will not start, select Cancel and Delete.
- Open Library, find the game, and retry the download.
If the retry still does not begin, check service status again and confirm that the console system software is current. Sony’s download troubleshooting guide has the platform-specific instructions.
Check storage before retrying repeatedly
Compare the console’s available space with the game’s required space. Sony directs PS5 users to check the game’s product details and open Settings > Storage; on PS4, check the game’s Details section in PlayStation Store and open Settings > Storage. If space is short, free some before retrying. Deleting a game does not remove access to it: purchased games can be downloaded again from the library.
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- Bring gaming worlds to life - Feel your in-game actions and environment simulated through haptic feedback*. Experience varying force and tension at your fingertips with adaptive triggers*
- Find your voice, share your passion - Chat online through the built-in microphone. Connect a headset directly via the 3.5mm jack. Record and broadcast your epic gaming moments with the create button
- A gaming icon in your hands - Enjoy a comfortable, evolved design with an iconic layout and enhanced sticks. Hear higher-fidelity** sound effects through the built-in speaker in supported games
- Multi-device connectivity - Connect using a USB Type-C cable or Bluetooth technology and easily play on more devices including Windows PC and Mac computers.
- Elevate PC gaming with advanced features like haptic feedback and adaptive triggers in a range of blockbuster PC titles.
On PS5, games can also be moved to USB extended storage or an installed M.2 SSD. An M.2 drive must meet Sony’s PS5 requirements. More storage only helps when capacity is the bottleneck; it will not resolve an outage, an eligibility or license issue, or a connection problem.
If the download started but is stuck
Check PlayStation service status, then test the console’s internet connection. The exact path differs by console:
Rank #3
- Haptic feedback - Feel physically responsive feedback to your in-game actions with dual actuators which replace traditional rumble motors. In your hands, these dynamic vibrations can simulate the feeling of everything from environments to the recoil of different weapons. .Operating temperature : 41 °F to 95 °F (5 °C to 35 °C)
- Adaptive triggers - Experience varying levels of force and tension as you interact with your in-game gear and environments. From pulling back an increasingly tight bowstring to hitting the brakes on a speeding car, feel physically connected to your on-screen actions.
- Built-in microphone and headset jack - Chat with friends online using the built-in microphone or by connecting a headset to the 3.5mm jack. Easily switch voice capture on and off at a moment’s notice with the dedicated mute button. Internet and account for PlayStation Network required.
- DualSense Controller PS5 and PC compatible. Not compatible with PS4.
- PS Remote Play requires Remote Play App connected to Wi-Fi, PS4 or PS5 console with the latest system software and compatible game. A PS4 or PS5 console with a wired connection via a LAN cable is recommended. Version 4.0 of the Remote Play App on iOS and iPadOS or version 4.1 on macOS is required for games to be playable with the controller over Bluetooth.
- PS5: Settings > Network > Connection Status > Test Internet Connection.
- PS4: Settings > Network > Test Internet Connection.
If the test reports a connection issue, follow Sony’s connection troubleshooting guidance. Avoid treating one router or DNS change as a guaranteed fix; the right next step depends on the reported problem.
For PS5 error CE-109258-5 only
Sony says this error can mean the server connection failed and content license information could not be confirmed. In that specific context, Sony recommends checking service status, restarting the PS5, turning off the modem and router for at least five minutes before restarting them, restoring licenses, and trying again later if the issue may be temporary. These steps are for CE-109258-5, not a universal fix for every stalled download. See Sony’s CE-109258-5 guidance.
Rank #4
- Ultra Customizable Controls
- Mappable Back Buttons
- DualSense Wireless Controller Features Built In
- Replaceable Stick Modules and Caps
Use Safe Mode only after the simpler checks
If eligibility, service, storage, queue, and network checks have not helped, Sony’s download guide recommends a database/cache step in Safe Mode. The option differs by console:
- PS5: Clear Cache and Rebuild Database.
- PS4: Rebuild Database.
Follow Sony’s Safe Mode instructions for entering Safe Mode and selecting the correct option. Do not substitute the PS5 option for the PS4 step.
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- Heighten Your Senses. Discover Deeper, highly immersive gaming experiences.
- Feel your in-game actions and environment simulated through haptic feedback
- Chat online through the built-in microphone or connect a headset directly via the 3.5mm jack
- Play on more devices Connect using a USB Type-C cable or Bluetooth wireless technology so you can easily play on more devices including Windows PC and Mac computers, Android and iOS mobile phones.
- Elevate PC gaming with advanced features like haptic feedback and adaptive triggers in a range titles
Restore licenses if the problem looks account-related
Try license restoration if you see a padlock icon or the game or add-on cannot be located. It can help with certain license issues, but it does not replace checking that your Plus membership and the title’s catalog availability are valid.
- PS5: Settings > Users and Accounts > Other > Restore Licenses.
- PS4: Settings > Account Management > Restore Licenses, then select Restore.
Sony says restoring licenses does not affect PS5 data. See PlayStation’s license restoration instructions.
Contact PlayStation Support if the download still fails
When the steps above do not resolve the issue, contact PlayStation Support. Include the error code or message, what you were doing and the steps that reproduce the failure, the date and time of the attempt, and a screenshot or video if possible. These details help support identify whether the problem is tied to the account, service, connection, or console.
Quick Recap
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