【PS5: General】Not operating properly/want to know how to troubleshoot

If the game is not operating properly, freezing or occurring errors on your PlayStation 5 console
please try the following steps to resolve the issue.
　
【Troubleshooting Steps for the Game Console】
1. Restart the Console
Please try fully turning off your PS5 and then restarting it.
① Press the PS button on your controller to open the Control Center.
② Select "Power" > "Power Options" > "Turn Off PS5"
③ Confirm that the power indicator light has completely turned off, then wait a few minutes before restarting the console.
　
2. Check for PS5 System Software Updates
If the system software is not up to date, performance may become unstable.
① From the home screen, select "Settings"
② Go to "System" > "System Software" > "System Software Update and Settings"
③ Select "Update System Software" to check for updates, and install any available updates.
　
3. Delete and Re-download the Game Data
If there is an issue with your game data, deleting and reinstalling the game may help resolve the problem.
① Highlight the game you want to delete on the Home Screen
② Press the Options button and select "Delete" to delete the game
③ After deletion, reinstall the game
※ Important Notes
• Game data and save data are separate. Please take care not to delete your save data.
• If you are a PlayStation®Plus subscriber, we recommend backing up your save data to cloud storage.
• After reinstalling, you can continue playing from where you left off.

• Physical (Disc) Version
Insert the game disc to reinstall (available only on PS5 models with a disc drive).

• Digital (Download) Version
Sign in with the account used to purchase the game, then re-download it from the Game Library or PlayStation®Store.
　
4. Clearing the Cache or Rebuilding the Database
The issue may be resolved by starting your PS5 in Safe Mode and clearing the console’s cache or rebuilding the database.
Please refer to PlayStation Support for instructions on how to start the console in Safe Mode.
※After entering Safe Mode, please try one of the following options:
• Clear System Software Cache
• Rebuild Database
　
■PlayStation Support Page
For instructions on 「Update PS5 console system software in safe mode」
https://www.playstation.com/en-us/support/hardware/update-playstation-system-software-safe-mode/
　
【If the issue occurs during online play】
If you experience issues during online play, the following steps may help resolve the problem.
　
1. Restart Your Network Equipment (Router or Modem)
Please restart your router or modem, then wait a few minutes before attempting to reconnect.
　
2. Check with Your Internet Service Provider
Please contact your internet service provider to confirm the following:
• Whether the internet connection is experiencing congestion or connectivity issues
• Whether any security services or restrictions may be affecting the PS5 connection
　
3. Try a wired connection
If you are currently using a wireless (Wi-Fi) connection, interference from other devices may affect the connection. If possible, please try switching to a wired (LAN) connection.
　
【If the issue occurs When Using Cloud Streaming】
When using the "Cloud Streaming" feature on PS5 or PS Portal, stable gameplay may not be possible depending on your network environment.
For issues related to Cloud Streaming, please contact Sony Interactive Entertainment for assistance.
■PlayStation Support
Contact Support
https://www.playstation.com/en-us/support/contact-us/
　

For more detailed troubleshooting and solutions, please also check the PlayStation.Blog below.
■PlayStation.Blog(Note: Japanese only.)
Troubleshooting Tips for PS5 Issues
http://blog.ja.playstation.com/2021/06/09/20210609-ps5-6/

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