PlayStation Knowledge Center
The PSN Status Indicator is now located in the top right corner of PlayStation.com
Troubleshoot Wired Network Connection Problem on PS3
This article contains Adobe Flash content that may not display properly in Google Chrome. If you don't see the Flash content below, please try to open this web page in a different web browser (i.e. Internet Explorer, Safari, Firefox, etc.).
If you are experiencing problems with a wired (Ethernet) network connection on the PS3, try these troubleshooting options:
Power-Cycle ALL Network Devices
Turn off (unplug) ALL of your network devices and equipment making sure all lights on the modems has turned off, including any wireless access points, routers, Voice Over IP (VOIP) modems, and broadband modems for two (2) full minutes. Certain VOIP modems (where your telephone is connected to your modem) may have a battery installed. You will need to remove the battery in order for the modem to be completely turned off. Check with your VoiP provider before removing the back-up battery.
Check if there is a USB cord connected to the modem. If there is, unplug this cord and make sure an Ethernet cable is connected from the modem to the PS3 or to a router then power cycle the modem and router to refresh the settings.
Also the PS3 is unable to connect to the Internet through the USB port. It must be connected via an Ethernet cord or via Wi-Fi network. You will not be able to use a USB adaptor or a cell phone USB adaptor with the PS3.
Intermittent Internet Connection
If you are able to connect to the Internet with the PlayStation®3 system, but your Internet connection will disconnect after a few minutes and your Internet connection:
- Requires a user ID and password
- Your user ID/password is entered into your home gateway router or Broadband modem
then your router/modem may be causing the disconnection.
Go in to your router/modem settings to ensure that it is set to keep the connection active ("Keep Alive" mode), and is NOT set to "Connect on Demand".
Check with your ISP or router/modem manufacturer if you do not know how to set the router/modem to "Keep Alive" mode.
Restore Default Settings
It may be necessary to restore all of the PS3 system settings back to the original "default" configuration.
Click hereto learn how to restore the default settings.
Confirm Your Home Network Connection
Confirm that you are able to connect to the Internet from your location using your home computer, on the same network. If you cannot connect to the Internet, you may need to contact your Internet Service Provider (ISP) for additional assistance on your account/connection.
Click above to view a video walkthrough on connecting your PS3 online.
Confirm Your ISP Account and Equipment Settings
Whether you are a new or an existing customer with your ISP, if you need your ISP account settings (such as a username and password for DSL customers), you will need to speak directly with your ISP. If you do not know how to operate or access your network equipment settings, (such as your DSL or Cable router settings), you will need to contact the manufacturer of the equipment directly. If you are leasing the equipment from the ISP, please call your ISP for more details. Click herefor a walkthrough on setting up your network settings.
Sony Computer Entertainment America (SCEA) does not have access to your ISP account settings.
If You Can't Connect to SCEA Game Servers or Network
If you can access the Internet but not our game servers or network, it may be a firewall issue (see firewall port numbers for more information).
Check Your Cables
- Note that the PS3 supports Broadband internet connection only and is not compatible with dial-up.
- Check that you have an Ethernet cable securely plugged into the NETWORK connector on the PS3 system.
- Check that the other end of the cable is securely connected to the modem / router.
- Use only an Ethernet cable compatible with 10BASE-T, 100BASE-TX or 1000BASE-T networks. Do not use a cord for a standard residential telephone line or cables of types other than those mentioned here. Using the wrong type of cord or cable can cause more electrical current than necessary to flow through the LAN connector, which may lead to heat build-up, fire or malfunction.
- Make sure you are also using Cat5 or better Ethernet cables (straight-through cables); do not use "crossover cables".
- Make sure the Ethernet cord is not frayed or damaged.
- Try using an Ethernet cord no longer than 25 feet
- Attempt to use another Ethernet cord.
- Check your modem to see if there is a USB cord connected to it. If it is you will need to unplug this cord and make sure you are only using a Ethernet cord from the modem to your PS3 or to a router. Be sure to power cycle (turn modem off) for a full two minutes after your unplug the USB cord to ensure proper Internet service. The PS3 is unable to connect to the Internet via the USB port.
If you want to be able to have a computer and the PS3 system both connected at the same time, you will need to purchase a router or switch/hub and additional IP addresses from your ISP.
Update Your Network Equipment's Firmware/Drivers
If appropriate, update the router or modem's firmware or driver. Contact the device manufacturer for details.
Confirm if Your Router Requires a MAC Address
If your router is configured to "filter" Media Access Control addresses (MAC address), you will need to enter the MAC address of the PS3 into the router's MAC filter table as an allowed device. Click hereto find the MAC address of the PS3.
Public or hotel internet connections
If you are using a public or hotel internet connection, you may need to enter a username and password in the PS3 Browser in order to connect to the Internet. This may especially be true if you go through the Internet Connection Test and the IP Address is successful but the Internet Connection fails. Launch the PS3 Browser and see if there is a screen where you will need to enter a username and password.
Verify Online Capability of Software Title
- If you are trying to go online with a game, make sure the PlayStation®3 or PlayStation®2 format software is capable of online game play. You can find this information printed on the packaging.
- If you cannot connect to the game servers, it may be a firewall problem.
- Follow the guidelinesfor playing PlayStation 2 format software online with the PS3.
Bypass the Router/Hub/Switch to Isolate the Problem
Try connecting the PS3 directly to your cable/DSL modem using an Ethernet cable. This step will help isolate the issue solely to the router/hub/switch hardware.
Tried these steps and still need help?
If you have tried the troubleshooting information above, but continue to experience problems, you may need to contact our Consumer Services department for additional help.
Consumer Services Department
Phone: (800) 345-7669
View our Contacting Support page for hours of operation and additional ways to receive support.