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Match the symptom to the narrowest fix: a crashing game needs installation, update, save-data and reinstall checks; a download that will not start or is stuck needs queue, service, network and storage checks; a padlock or missing purchase needs account, entitlement and license restoration checks. Use Safe Mode only for the specific recovery option Sony recommends, and back up saved data before any reset or system-software reinstallation.
Identify the PS5 problem before changing anything
These failures can look similar, but they do not have the same cause. A game that closes to the home screen is not automatically a license problem, and a padlock does not mean the game files are corrupt. Start with the symptom, then note whether an error code appears.
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| What you see | Most relevant path | First checks |
|---|---|---|
| The game freezes, crashes or returns to the home screen | Crash and launch troubleshooting | Confirm installation, check game and system updates, then test without the existing save |
| A download never starts or remains in the queue | Download troubleshooting | Pause and resume, retry from Downloads/Uploads, check service status, storage and network |
| An update fails | Update troubleshooting | Test the connection, restart, update system software, then reinstall or use the specified Safe Mode option |
| A padlock, missing purchase or license message appears | Entitlement and license troubleshooting | Check the purchasing account, transaction, PlayStation Plus access or Console Sharing, then restore licenses |
If more than one explanation seems possible, prioritize the path that is reversible and affects the fewest settings. An exact error code is more useful than guessing from an icon.
Separate a local problem from an account or service problem
Ask whether the failure affects one title or several. One game points first toward its installation, update, save, storage location or entitlement. Several games failing together make a console, network, account or PlayStation service issue more plausible. Also note whether the problem began after an update, a change to a shared account, a PlayStation Plus change, or a move to USB extended storage.
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Do not repeatedly reinstall a game while PlayStation services are unavailable. Conversely, do not treat a single corrupted save as evidence that the whole account has lost its licenses. Record the message and the time it occurred before starting changes; that information is useful if support is needed.
Fix a PS5 game that crashes or freezes
Work from the least disruptive check to the most disruptive. Do not delete saves or reset the console as a first response.
1. Confirm that the game is completely installed
Partially downloaded content can let a game appear in the library while required files are still missing. Open the game’s information or download queue and verify that installation has finished. If the title is still downloading or copying, allow that process to complete before troubleshooting a crash. An unfinished update or add-on can also prevent a title from launching normally.
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Restart the PS5 once before repeating a failed launch. Highlight the game on the home screen, press the Options button and choose the available update command. Also check for a current PS5 system-software version in Settings. A game update cannot correct every crash, but running an old game build or old system software makes later troubleshooting less reliable.
If the game will not start at all, Sony’s launch guidance also includes restarting, restoring licenses, reinstalling the game and using Safe Mode. Follow those in that order rather than jumping straight to a reset.
3. Test from the beginning without the existing save
Start the game as a new session instead of loading the current save. If a new game works but the established save repeatedly crashes at the same point, the save may be corrupted or incompatible with the current game build. If both a new session and the old save fail, the cause is more likely to be installation, system software, storage or the title itself.
Keep the original data backed up; do not overwrite it while testing. A clean test is diagnostic, not proof that the save should be deleted. If the game offers several profiles or modes, test a new profile only long enough to determine whether the failure follows one save.
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When a game is on USB extended storage and will not start, move it to the PS5’s internal storage and test again. This is relevant when other games launch normally but the title on the external drive does not. Make sure the USB drive is connected correctly and is recognized before moving content; do not disconnect it while data is being transferred.
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5. Restore licenses when entitlement could be involved
License restoration is primarily an access fix, but Sony also lists game crashes among situations where it may help. Complete the account checks in the license section below before treating a crash as a license issue. If only one digital title is affected and it also shows a padlock or missing add-on, entitlement is a stronger possibility than a general hardware fault.
6. Reinstall the game
Delete the game application, then download and install it again from your Game Library. Reinstallation replaces damaged or incomplete game files, but it does not repair a corrupted save. Check that the required storage is available before starting; a reinstall needs room for the package and temporary installation data.
When re-downloading, a wired network connection can be useful if your wireless connection is unstable. Keep the PS5 powered and connected until the download and installation finish. If the same crash returns immediately after a clean reinstall and a new save also fails, note the exact location and error and escalate rather than repeating the same deletion cycle.
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For persistent startup failures, Sony’s launch guidance includes restarting the PS5, restoring licenses, reinstalling the game and using Safe Mode. Cache clearing and database rebuilding are separate from resetting the console. A reset can remove users, settings and locally stored content, so back up saved data before considering it.
When a game download will not start
Retry the item in Downloads/Uploads
- Open Downloads/Uploads from the PS5 control centre or the download notification.
- Highlight the game or update, choose Pause, wait briefly, and choose Resume.
- If it still will not begin, cancel and delete the item from the list.
- Open Game Library, locate the title and start the download again.
Deleting a failed queue item is not the same as deleting your account purchase. The title should remain available in the library when you are signed into the account that owns it. If the item is an update, launch the game’s tile or library entry again after removing the failed queue entry.
Check PlayStation service status
A store or download outage can prevent a valid purchase from starting. Check the current PlayStation service-status page before repeatedly deleting and retrying the same item. If services are impaired, wait until they recover and then retry. A service problem can affect several unrelated titles at once, while a local queue problem often affects only one item.
Check system software and free storage
Install any available PS5 system-software update. Compare the game’s required free space with the storage available on the console; a download can fail when the final installed size, temporary files or an update package exceed available space. The number shown as required is not a reason to fill the drive to its limit, so leave room for the installation process and future patches.
Remove unneeded games or media only after confirming that important saves are backed up. Deleting an application is different from deleting its saved data, but read each confirmation screen carefully. If the title is installed on USB extended storage, verify the drive is connected and has capacity before selecting the destination.
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Test the internet connection
Run the built-in test at Settings > Network > Connection Status > Test Internet Connection. If the test reports a problem, follow Sony’s network troubleshooting before changing game files. A wired connection is worth trying when wireless instability interrupts large downloads. A successful test does not guarantee that PlayStation services are available, so check both the local connection and the service-status page.
Fix a download that is stuck or an update that fails
A stuck item and a failed update use many of the same checks, but record the exact message or code first. Restart the PS5, verify the connection, update system software and retry the download. If an update continues to fail, delete and reinstall the affected game or application. Do not assume that an update error means the base game purchase is invalid.
Use the requested Safe Mode recovery option
Sony’s download guidance refers to Clear Cache and Rebuild Database for persistent download problems. The Safe Mode menu presents these as recovery options with separate descriptions: Clear System Software Cache addresses some system-feature issues or performance drops, while Rebuild Database scans the drive and creates a new content database. Rebuilding can help when a deleted game icon remains or system features behave incorrectly.
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Neither operation is a guaranteed fix, and neither is the same as Reset PS5. Select the exact option named by the current Sony instruction for your symptom. If the issue is a failed download, do not select a reset merely because it appears in the same menu.
Follow code-specific instructions
| Error code | Sony’s listed sequence |
|---|---|
| CE-106487-6 | Update system software, restore licenses, delete and retry the failed download, then rebuild the database |
| CE-120706-6 | Restore licenses, restart the PS5, rebuild the database, then delete and reinstall the game if the update still fails |
The sequence for one code should not be generalized to every download error. The PS5 error-code index separates download, license-verification, account, network and system-software failures; use the complete code shown on your console. Write down capitalization, numbers and hyphens exactly.
When an update fails after a successful download
If the download completes but installation fails, first restart and confirm free storage. Make sure system software is current, then retry from the queue. If the same update fails repeatedly, delete and reinstall the affected game or application. A fresh installation can replace an incomplete package, but it will not restore an entitlement that belongs to a different account.
Remove a padlock or license error
Confirm the account that owns access
Sign in with the account that purchased the game and check its transaction history. A game bought by another account may be playable only when that account’s Console Sharing and Offline Play setting allows access on this PS5. If access came through PlayStation Plus, verify that the subscription is active and that the game is still included in the applicable benefit. A subscription ending or a catalog change can remove access without damaging the installed files.
If several family members use the console, identify which account downloaded the game and which account is currently signed in. Do not buy the title again until the transaction and sharing settings have been checked. A missing add-on may have a separate entitlement from the base game.
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Restore licenses from Settings
- Open Settings > Users and Accounts > Other > Restore Licenses.
- Select the licenses to restore and wait for the process to finish.
- Return to the game and test it again.
Sony states: “Please note, restoring licenses won’t affect your data.” Restoration can help with padlock icons, missing games or add-ons, access obtained through a purchase or subscription, and some crashes. It does not create a purchase, renew a subscription or repair damaged game files.
Restore one game from its tile
From the home screen or Game Library, highlight the affected game, press Options and select Restore License. This per-game route is useful when one title is affected while other purchases work normally. If the menu item is unavailable or the game is absent, return to the account and library checks rather than assuming the license has been erased.
Find a purchase that is missing
Check the transaction record first, then look for the title in your library’s hidden-games area. Unhiding it can make a legitimate purchase visible again. Purchased PlayStation Store games should appear in the game library for the purchasing account. If there is no matching transaction and no active subscription or sharing entitlement, license restoration cannot create ownership that the account does not have.
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Safe Mode provides recovery tools outside the normal interface. Use a USB data-capable cable compatible with the DualSense controller; the controller must be connected by USB for this procedure. A cable that only charges may not establish the data connection Safe Mode needs, so use one that supports data transfer.
- Turn the PS5 completely off by holding the power button for about three seconds.
- After the console is off, press and hold the power button again.
- Release it after the second beep, which occurs about seven seconds after pressing.
- Connect the DualSense with the USB cable and press its PS button.
- Select only the option named in the troubleshooting step you are following.
If the console starts normally instead of showing Safe Mode, turn it off completely and repeat the two-beep procedure. Do not unplug power while a recovery operation is running.
Know what the options do
- Clear System Software Cache: clears temporary system data and is described for some system-feature issues or performance drops.
- Rebuild Database: scans the drive and creates a fresh content database; it can address system-feature problems or a game icon that remains after deletion.
- Reset PS5: a separate, disruptive recovery action that can remove users, settings and content. It is not a synonym for clearing cache or rebuilding the database.
Menu wording can vary with system-software version and regional support pages. Read the option description on the console and match it to the current Sony instruction for your symptom. If Sony’s current page names a combined cache-and-database path, follow that wording while selecting the corresponding Safe Mode options.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Choose the narrowest path when symptoms overlap
Use these questions to avoid taking an ownership problem to a reinstall, or a network problem to a factory reset:
- One game or several? One title points toward its files, update, save or entitlement. Several titles suggest a system, storage, account or network issue.
- What kind of failure? A crash or freeze follows the launch path; a queue failure follows download steps; a padlock or missing purchase follows entitlement steps.
- What changed? An existing save, recent update, shared account, subscription status or network change can identify the relevant branch.
- Is there an exact code? Record every character, including hyphens. Code-specific directions take priority over generic advice.
- Is the next action reversible? Pause, resume, restart, connection tests and license restoration are lower-risk than deleting a game, rebuilding a database or resetting the console.
For example, a single game that crashes only after loading one save should be tested with a new session before reinstalling. A padlock that appears on every account after a service interruption calls for service and account checks before deleting anything. A queue item that never starts while other downloads work calls for the pause, cancel and retry sequence before database rebuilding.
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Back up before reinstalling system software or resetting
Back up saved data before a console reset or any step that reinstalls system software. A game reinstall normally targets the application, but a reset can affect the entire console environment. Confirm that the backup completed and that you know which account owns each important game before proceeding.
Do not assume that a reset will solve a server outage, an expired subscription, a missing purchase or a damaged save. Use it only after the less disruptive Sony steps have failed and you understand what will be removed. A reset is not a substitute for checking the transaction history or the PlayStation service-status page.
When to contact PlayStation Support
Escalate when the official sequence does not resolve the problem, when multiple games fail after system and network checks, or when the console shows signs of a hardware fault. PlayStation Support or PlayStation Repairs may be the appropriate destination depending on the symptom.
Prepare a complete report:
- The full error code or message.
- The game name, edition and whether it is on internal or USB extended storage.
- The exact steps that reproduce the failure.
- The date and time of a recent attempt.
- What happened after restarting, updating, restoring licenses, testing the network or reinstalling.
- A screenshot or video when possible.
This information lets support distinguish an account entitlement issue from a download service problem, corrupted content, a system-software fault or hardware failure. Cache clearing, database rebuilding and license restoration are useful diagnostic steps, not guarantees.
Frequently Asked Questions
Will restoring PS5 licenses delete my saves?
No. Sony’s license-restoration guidance says restoring licenses will not affect your data. It verifies access; it does not renew a subscription or repair a corrupted save.
Why does my PS5 game crash while other games work?
Check that the title is fully installed and updated, test with a new save, verify its storage location, restore licenses if entitlement may be involved, and reinstall only after those checks.
What should I do when a PS5 download is stuck?
Pause and resume it in Downloads/Uploads. If that fails, cancel and delete the queue item, then retry from Game Library. Check service status, system software, free storage and the internet connection.
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Does rebuilding the PS5 database reset the console?
No. Rebuild Database scans the drive and creates a new content database. Reset PS5 is a separate, disruptive option that can remove users, settings and content.
Why is a purchased PS5 game showing a padlock?
Confirm that you are signed into the purchasing account, check the transaction, verify PlayStation Plus or Console Sharing access, and restore the license from Settings or the game tile.
What information does PlayStation Support need?
Provide the complete error code, game and edition, storage location, reproduction steps, date and time of the attempt, the troubleshooting already performed, and a screenshot or video if possible.
The Bottom Line
Follow the symptom-specific order: verify installation and updates for crashes, retry the queue and check service, network and storage for downloads, and verify account entitlement before restoring licenses for padlocks. Use Safe Mode only for the named recovery option, keep Reset PS5 as a late escalation, and back up saved data before any reset or system-software reinstallation.
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