A stuck PS5 download can be a game or add-on failure, a system software update problem, or an unstable network connection—and each calls for different steps. Check the error code in Downloads/Uploads first. For game downloads, Sony’s guidance includes deleting the failed item and retrying; for a failed system update, it gives a separate retry path and, after repeated failures, a USB installation option.
First, identify what is stuck
Open Downloads/Uploads and check whether the item is a game or add-on, or a PS5 system software update. Note any error code. A download that is merely progressing slowly is not necessarily the same problem as one that has failed with an error.
Sony’s steps below address specific errors and update failures; they do not establish the cause of every slow download. Temporary congestion on PlayStation Network or your internet provider’s network may not be fixable from the console.
If a game or add-on download has failed
CE-107928-7: delete the failed item and retry
For the error “An error has occurred that stopped the game from downloading on your PlayStation®5 console,” Sony directs players to remove the affected game item and try downloading it again. On the home screen, highlight the affected game, press the Options button, and select Delete. Then start the download again. Keep the console on while the download runs.
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If the retry fails, test the connection at Settings > Network > Connection Status > Test Internet Connection. Sony also advises checking or resetting network settings as appropriate, and recommends switching off the modem or router, waiting five minutes, then turning it back on. Sony’s CE-107928-7 support page lists these steps.
CE-107863-5: restart, then retry later if needed
For CE-107863-5, Sony recommends restarting the PS5, confirming its system software is current, and restarting the modem or router after it has been off for at least five minutes. If the error occurred while downloading or copying, Sony says to reinstall the item from your Library. It also warns that temporary network congestion may be involved and advises trying again later: Sony’s CE-107863-5 guidance.
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If the PS5 lost its server connection
Error NP-104627-0 means the console lost connection to the server. Sony recommends signing in again, testing the internet connection, and reconfiguring network settings if needed. Turn off the router for five minutes, then restart it and the console.
If possible, connect the PS5 to the router with Ethernet to check whether Wi-Fi instability is contributing. A wired connection can avoid some wireless interference, but it cannot increase the bandwidth of your internet plan or resolve congestion at Sony or your internet provider. If Ethernet is impractical, move the PS5 closer to the router and remove objects that obstruct the wireless path. See Sony’s NP-104627-0 troubleshooting steps and its related PS5 network-error guidance.
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If a system software update is stuck
Retry the update from Downloads/Uploads
- Press the PS button to open Control Center.
- Go to Downloads/Uploads and highlight the system software update.
- Select View Error Info, then choose Try Again.
Menu labels can vary with system software; use the corresponding update and error options shown on your console. Sony’s full instructions are on its PS5 system software update page.
After repeated update download failures: use Sony’s USB method
If multiple attempts to download the update fail, Sony documents installing the update from a USB drive using a PC or Mac. The drive must be formatted as FAT32 or exFAT, and Sony specifies about 1.1 GB of free space for the update file. Download only the official update file and follow Sony’s folder, filename, and Safe Mode instructions exactly; this USB procedure is for system software, not stuck game downloads.
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When the PS5 home screen is accessible after an update failure, Sony’s Safe Mode guidance also recommends connecting the console to the router with a LAN cable. Consult Sony’s Safe Mode system software update instructions before using the manual route so you select the update procedure rather than a reset option.
Do not use system software reinstallation as an early retry
Reset PS5 (Reinstall System Software) is not the same as downloading and retrying an update: Sony says reinstallation deletes all console data. Treat it as a last resort, not a routine fix for a slow or stalled download.
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When the usual steps do not help
Check the current PlayStation Network service status and try again later if there is a service disruption or congestion. If a specific error continues after following Sony’s steps, contact PlayStation Support for diagnostics. These troubleshooting steps cannot determine whether the underlying cause is your ISP, local Wi-Fi, console storage, or a service-side problem.
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