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If a PS5 game is stuck downloading or will not install, start by pausing and resuming it in the Downloads/Uploads queue. If that does not work, check PlayStation Network status, system software, and available storage, then follow the troubleshooting steps for the exact error code shown. The right fix depends on whether the problem is the queue, storage, connection, or access to the game.
1. Restart the download or installation
- Open Downloads/Uploads in the Control Centre, select the stalled game, and choose Pause, then Resume.
- If it remains stuck, cancel and delete the item from the queue. Open Game Library, find the game, and try downloading it again.
These are the least disruptive first steps in PlayStation’s download troubleshooting guidance.
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2. Check PlayStation service, system software, and storage
Check for a service alert
Look at PlayStation Network status. If the relevant service has an alert, wait for it to recover and then retry the download; changing console settings will not resolve a service outage.
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Check for a system software update
On the console, open Settings > System > System Software > System Software Update and Settings and check for an update. Install an available update, then retry.
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Check free space
Open Settings > Storage. Error CE-107872-5 indicates insufficient free space on console storage. PlayStation warns that installation may require approximately twice the free space required, so make room before retrying. If there is already sufficient space reserved, PlayStation’s CE-107872-5 guidance suggests changing the save destination or trying other extended storage.
If storage is the confirmed problem and you want to keep more games installed, optional expansion may help. PlayStation’s M.2 SSD guidance explains that an M.2 SSD can add game and app storage. Check compatibility and installation requirements for your exact PS5 model before buying; an SSD will not fix a service outage, network issue, or account or license problem.
3. Follow the displayed error code
Use the exact code shown on screen as the next branch rather than treating every failed download as the same problem. PlayStation’s PS5 error-code index includes separate entries for download interruptions, storage, installation or update failures, network or server connections, licenses, and system software. For example, CE-107872-5 points to storage, while CE-107928-7 has download and connection troubleshooting. The index may help identify the relevant issue when the message itself is unclear.
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CE-107928-7: download or connection problem
PlayStation’s CE-107928-7 instructions advise deleting the game and retrying first. If the error continues, open Settings > Network > Connection Status > Test Internet Connection. Reset network settings if needed. You can also turn off the modem or router, wait five minutes, and turn it back on. Retry the download, and do not turn off the console while it is downloading.
CE-120706-6: installation issue
For this code, PlayStation’s CE-120706-6 guidance recommends restoring licenses and restarting the console. If the issue remains, start the PS5 in Safe Mode and select Clear Cache and Rebuild Database > Rebuild Database. Delete and reinstall the game if those steps do not resolve it. These are code-specific escalation steps, not the right first move for every stalled download.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.4. Check whether your account can access the game
If the game appears locked or is missing from your library, restore licenses: open Settings > Users and Accounts > Other > Restore Licenses. PlayStation says this does not affect your data; see its license restoration instructions.
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If another account owns the game, check that the owner has enabled Console Sharing and Offline Play on this PS5. PlayStation’s Canada support page explains this setting. If the game is not owned or shared with the account you are using, a download retry will not grant access.
5. Contact PlayStation Support if it still fails
If the relevant steps do not solve the problem, contact PlayStation Support. Include the exact error code and message, along with whether the failure occurs while downloading or installing; that helps support distinguish the issue from other failures with similar symptoms.
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