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Movie / Game Not Downloading / Installing on PS3

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[PlayStation®Network] Updated 05/06/2013

If you are having problems with PlayStation®Network content (games, movies, etc.) not downloading, installing, or loading on your PS3 system, try these troubleshooting options:

  • Some software titles require the demo version to be downloaded and installed on the PS3 before it can be played. This is especially the case when you purchase a title and see an unlock key instead of the full game. Attempt to find the demo version of the software title on the PlayStation Store, then download and install the demo. Then download and install the file for the full version.
  • When downloading a game, we recommended that you have free space on the hard drive equal to twice the size of the game you are trying to download.
  • Some modems may have a restriction on the maximum file size that you can download at one time. You may need to check with your ISP to see if they have a maximum file size limit.
  • Attempt to delete any game data for the content under [Game Data Utility].
    1. In the XMB™ home menu, go to Game icon (Game) > [Game Data Utility].
    2. To delete files, highlight the file you wish to remove and press the Triangle button icon button.
    3. Highlight "Delete" and press the X button icon button.
  • Delete the downloaded file and re-download it again.
    1. To delete files, highlight the file you wish to remove and press the Triangle button icon button.
    2. Highlight "Delete" and press the X button icon button.
    3. Log into the Sony Entertainment Network account that initially downloaded the content.
    4. Go to PlayStation Network icon (PlayStation®Network) > Account Management icon (Account Management) > [Transaction Management] > [Download List] and press the X button icon button.
    5. Find the content you wish to re-download and press the X button icon button on "Download."
    6. The content will now be downloaded back to the PS3.
    7. Find the content and re-install/play it.
  • Make sure you are logged into the Sony Entertainment Network account that purchased the content.
  • Make sure your console has been "activated" with your Sony Entertainment Network account.
  • Some downloaded content uses Network Digital Rights Management (NDRM) meaning it must adhere to the rules of NDRM.
    • Under NDRM, to play the title: You MUST be signed in to the PlayStation Network using the same sign-in ID that was used to purchase and download the title.
    • You may NOT play the title if you are logged in with a different sign-in ID, even if you are on the same PS3.
    • You can download the title to up to one PS3 system and up to 3 portable systems, however:
      1. If you have logged in and played on one PS3, you must wait 24 hours before you will be allowed to play on a different PS3.
      2. When attempting to play on a different PS3, you must log in to the PlayStation Network using the sign-in ID that was used to purchase and download the title.
    • If you wish to play using a different sign-in ID on the same PS3, you must purchase a 2nd NDRM "license" (another copy of the title). To do this, you must sign in to the account you wish to have access to the title then go to the PlayStation Store and purchase the title. Once you have paid for the title under the second Sony Entertainment Network account, the PlayStation Store will prompt you to download the title again. You may cancel out of the download and then start playing using the copy that was downloaded with the first Sony Entertainment Network account.
  • Games that do not use NDRM, meaning it can be played by multiple Sony Entertainment Network accounts, may show up as a Demo game even though it was already purchased by another Sony Entertainment Network account.

    To access the full version of the game:

    1. Log into the Sony Entertainment Network account that purchased the game.
    2. Load the game.
    3. Quit out of the game.
    4. Go to Users and log into the user that you wish to use to play the game.
    5. Load the game.
    6. The full version of the game should now be accessible.
  • Confirm that you are not using any game modification devices. Unlicensed devices such as game modification devices can interfere with the proper function of the software. We do not recommend the use of any game modification devices or unlicensed products. Sony Computer Entertainment America (SCEA) recommends only using products that are licensed for use with PlayStation® products. If the product you are using is neither made by, nor licensed by, SCEA for use on the PS3™ system, we recommend you discontinue the use of that product. Please keep in mind products that fail to meet or exceed SCEA's strict quality standards can cause damage to the PS3 system immediately, or with prolonged use. SCEA is not responsible for damages caused by untested, unlicensed products, and any remaining Limited Sony Warranty on the product will be considered void. It is the responsibility of the company that manufactured the unlicensed product to accommodate you, should their product cause damage to an SCEA product.


Tried these steps and still need help?

If you have tried the troubleshooting information above, but continue to experience problems, please click here to contact our Consumer Services department for additional assistance.