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Start by checking PlayStation Network status, then choose the fix that matches what is happening: a download that will not start, one that stalls after starting, or a system-software update that is stuck. Retry the queue before changing network settings, check the game’s required storage, and reserve Safe Mode for later. Avoid system-software reinstallation for a game-download problem: it deletes data from the console.
Before changing settings, check PlayStation service status
Open Sony’s game-download troubleshooting guide and check the linked PlayStation status page. If Sony reports a service issue, wait for recovery rather than repeatedly retrying or changing console settings. An outage can prevent a download from starting or progressing even when the console is otherwise working.
If the download will not start
- Open Downloads/Uploads from the PS5 control centre.
- Select the game download and choose Pause, then Resume.
- If it still fails, select the item, choose Cancel and Delete, then open Game Library and start the download again.
Deleting the failed download item and retrying it is different from deleting saved data. Do not choose a system-software reinstall as a routine way to restart a game download.
If a download starts but appears stuck
Test the internet connection
On the console, go to Settings > Network > Connection Status > Test Internet Connection. If the test indicates a connection problem, follow Sony’s network troubleshooting guidance rather than assuming the game installation is damaged.
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Check the game’s required free space
In Game Library, select the game, choose … (more) > View Product, and check the minimum free-space requirement shown there. Compare it with available space under Settings > Storage. Sony’s PS5 error-code directory identifies CE-100028-1 as insufficient SSD space and CE-107872-5 as insufficient console storage space.
Use the exact error code, not a general fix list
If the console displays a code, look it up in Sony’s PS5 error-code directory and follow the page for that code. Similar-looking download problems can have different remedies.
CE-107928-7: a game download was stopped by an error
Sony describes CE-107928-7 as an error that stopped the game from downloading. Its code-specific instructions are to delete the failed game download and try again, keep the console on while it downloads, test the internet connection, check or reset network settings, and restart the modem or router after leaving it switched off for five minutes.
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CE-120706-6: a game update error
This is a game-update error, not a universal instruction for every stalled download. Sony’s CE-120706-6 guidance calls for restoring licenses and restarting the console, followed by clearing the cache and rebuilding the database in Safe Mode. If those steps do not resolve the error, Sony says to delete and reinstall the game.
Try Safe Mode only after simpler checks
Sony’s general download guide includes Clear Cache and Rebuild Database in Safe Mode for downloads that will not start or remain stuck. Treat this as a later troubleshooting step, after checking service status, retrying the queue, testing the connection, verifying storage, and following any code-specific instructions. Use the steps for the error you actually have; not every player needs to do every advanced procedure.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.If the PS5 system-software update is stuck
A system update is separate from a game download. In Downloads/Uploads, select the system update, open View Error Info, and choose Try Again. If system-update downloads fail repeatedly, Sony documents a manual update using an official update file on a USB drive formatted as FAT32 or exFAT. The required folder path is PS5/UPDATE, and the file must be named PS5UPDATE.PUP. Follow the current instructions on Sony’s system-software page.
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Do not confuse a manual update with reinstalling system software. Sony states: “Reinstalling the system software on your PS5 console will delete all of the data on your PS5 console.” Reinstallation is a destructive recovery option, not an initial fix for an ordinary game download.
Contact PlayStation Support if the download still fails
When contacting PlayStation Support, provide the error code or message, what happened and how to reproduce it, the date and time of an attempt, and a screenshot or video if possible. These details help support identify the specific failure rather than starting with a generic description.
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