The PlayStation 4 is a remarkable piece of hardware, but like all game consoles, it’s not immune to the occasional hiccup. Since its original launch in 2013, Sony has worked to resolve many of the console’s intermittent issues through various firmware updates. In 2016, Sony released two new iterations of its premier console — a slimmer model with the same name and the 4K-compatible PlayStation 4 Pro — both of which provide improved performance over their predecessor and address some of the console’s lingering hardware issues.
Still, you may find yourself with a misbehaving unit, and that’s a real bummer if you’re hoping to squeeze some gaming into your busy schedule. Our guide covers common problems with the PS4 family of systems and offers possible solutions to get you back in the game as soon as possible.
First, here’s all the information you’ll need to get in contact with Sony if your particular issue is not resolved from our guide.
|Phone||1-800-345-7669 (Available Monday through Sunday, 6 a.m. to 10 p.m. PT)|
You can also search Sony’s error message library and follow the troubleshooting suggestions for the error that you encountered.
Three years down the line, the “Blue Line of Death” remains the most-crippling of all problems yet to surface on the PS4. Taking a cue from the Xbox 360’s “Red Ring of Death,” the pulsing blue line indicates a technical problem could mean your console is no longer functional. Unlike the red ring, the “Blue Line of Death” doesn’t automatically mean your PS4 is dead, but it does the same job as the ring; letting you know that there’s a really big problem.
When booting up the PS4, the LED indicator light adorning the side of the console should quickly pulse blue prior to turning white. On consoles suffering from the “Blue Line of Death,” however, the blue light pulses continuously, indicating failed video output before inexplicably powering off. In this case, the console never sends a signal to the TV, essentially bricking the device and preventing normal operation. Sony believed the problem was an isolated incident, but also released a troubleshooting guide highlighting a slew of potential fixes. While the problem was more widespread at launch, it still crops up for a small portion of users and is more likely to be an issue if your console was manufactured between late-2013 and early-2014.
As Sony outlined in the aforementioned troubleshooting guide, the blinking blue light could be indicative of a number of hardware or software issues. That said, there are a number of potential solutions you can try. If you do manage to isolate an issue with the PS4 hardware, contact PlayStation customer support, or take your console directly to an official Sony retail store, as they can sometimes provide on-site repairs or replacements. If there isn’t a store available in your area, you’ll likely need to ship your console to Sony. At this point, your console may not be under manufacturer warranty: If that’s the case, keep in mind that you may have to pay a repair fee.
Reports of the “Red Line of Death” aren’t as widespread as the aforementioned blinking blue light, but it is almost as serious. On consoles suffering from the “Red Line of Death,” the LED indicator light adorning the side of the console will flash red repeatedly, subsequently powering off after the system emits three distinct beeps. The issue is tied to overheating problems as outlined in the PS4 user guide and confirmed by Sony, possibly a result of fan malfunction. Some users have reported the issue within minutes of powering up the console for the first time, however. Thankfully, it’s not the sign of a completely bricked unity.
If the problem persists and is not alleviated by either of the potential solutions below, contact PlayStation customer support or take your console directly to an official Sony retail store to arrange a repair/replacement.
It may not be PS4-specific or widespread, but some users have reported issues stemming from a damaged HDMI port shipping on their PS4 units. The problem, which leads to a lack of audio or video output on the TV, is often caused by a connection obtrusion resulting from a bent piece of metal within the console’s built-in HDMI port. Although the reasoning for the bent component is unknown, it effectively renders the port incompatible since the bent piece can no longer properly connect with the HDMI cord. Additionally, there have been reports of faulty HDMI cables that simply don’t work for one reason or another.
While this issue was resolved in subsequent PS4 shipments after the console’s launch, if you purchase a pre-owned unit or you’re experiencing HDMI issues, you’ll still want to look for possible answers below.
If neither of the potential solutions below solve the problem, try contacting Sony. Although not confirmed, Sony will likely send you a free replacement cable in a matter of days once the problem has been confirmed.
We like a lot of things about the DualShock 4 controller, but the soft rubber padding on its analog sticks can tear quite easily when playing a game that requires quick movements, like Bloodborne. But just because the rubber tears doesn’t mean you have to ditch the controller!
Solution: Analog stick covers, such as GelTabz — available in stores like GameStop and on Amazon — pop right over your analog stick, providing an even more comfortable gaming experience while also protecting the stick itself. They are slightly textured, so your fingers don’t slip despite their flat design, and four are included in every package. PlayStation-formatted GelTabz work with both DualShock 3 and DualShock 4 controllers.
The newest PlayStation 4 systems, including the “slim” model and the more powerful PlayStation 4 Pro, both have increased internal storage of up to 1TB. This is plenty of space for several AAA games, so you can easily jump between a few of your favorites without having to delete anything. For those with a 500GB internal drive, however, you will find yourself running out of space with regularity, particularly as game updates make your file sizes even larger than they were at launch.
Network connectivity problems are the most persistent complaint with the PS4, and often manifest themselves as either NW-31201-7 and WV-33899-2 errors. The PSN goes down more often than we’d like, but luckily, it’s usually not down for long stretches. Typically, network errors can be attributed to the PSN undergoing service maintenance (error code CE-33991-5), and you will just have to wait it out. Outside of maintenance periods, however, there are a number of methods you can easily perform to get back online.
If those steps don’t work, you’ll want to make sure the problem is not on Sony’s end. Go to the PlayStation Network service status website and you’ll see a list of all the features offered, as well as their current status. If they’re green, they’re working, while other colors mean there are issues. At the top of the page, you’ll also see a scheduled maintenance reminder, so you can plan for when PSN will be offline.
User reports regarding malfunctioning optical drives have been trickling out since the PS4 launched. Some consoles are seemingly unable to eject discs, while others automatically eject discs upon insertion. Some reports have even claimed that the console will continuously attempt to eject a disc when there is no disc inserted.
This issue mainly plagues early PS4 models, which featured touch-capacitive power and eject buttons. When you touch the eject button on these models, a piece of rubber helps eject the disc. The problem here is that overheating can cause the rubber to inflate, and discs to eject randomly. Sony addressed this hardware issue in later models by replacing the touch-operated sensors with mechanical buttons, but for those with the original model, the risk of auto-ejecting remains.
If the problem persists after performing the potential solutions below, contact Sony for additional support.
Disc read issues, which often manifest themselves as error code CE-35486-6, could mean your disc is damaged. While errors for undamaged discs are unfortunate and rare, they are possible. A similar issue with downloaded games can also occur (error CE-34878-0), in which case similar steps can be taken to potentially solve the problem. If the issue occurs with a physical game you’ve purchased recently, the disc may be defective, and you may want to try to exchange or return it.