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1Repair Windows errors before they cause bigger problems2Fix the driver behind crashes, sound loss and screen glitches3Clear out junk files and repair common Windows errorsA PS5 download that is queued, refuses to start, or appears frozen needs a symptom-specific fix. Start with the download entry itself: use Pause and Resume, then cancel and delete the entry only if that fails. For a download that is genuinely stuck, check PlayStation service status, test the console’s connection, verify system software and free storage, and use Safe Mode only as a later escalation. A padlock or missing purchase points to a license problem rather than a transfer problem.
Work through the steps in order instead of changing several things at once. That makes it easier to tell whether the cause was a temporary download task, an outage, the local network, storage, system software or account entitlement. Menu wording can change with system updates, so use the closest matching PS5 option if a label is slightly different.
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Identify what “stuck” means on your PS5
PlayStation’s support instructions separate a game download that will not start from one that is stuck. That distinction matters because restarting the queue entry is the first response to a non-starting download, while a download that has stopped making progress calls for service, network, storage and software checks.
| What you see | Most useful first action | What it may indicate |
|---|---|---|
| The game remains queued or shows no start activity | Open Downloads/Uploads in the control center and choose Pause and Resume. | A stalled download task that may recover when its transfer session is restarted. |
| Pause and Resume does nothing | Choose Cancel and Delete, then start the download again from Game Library. | A damaged or unusable download entry. |
| The progress appears stuck during transfer | Check PlayStation service status and run the PS5 connection test. | An outage, lost server connection or unreliable local network. |
| A padlock appears or purchased content is missing | Check the purchasing account and restore licenses. | Ownership or entitlement information that the console cannot currently confirm. |
| An error code appears | Record the exact code and use the matching recovery path. | A more specific storage, download, installation or connection fault. |
A queued item does not automatically mean that the console has a general queue-priority setting you can change. PlayStation’s published guidance does not document a universal reason one queued download waits behind another or provide a general queue-priority control.
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Before troubleshooting, note whether the item is a game, add-on or update; whether other downloads work; and whether the icon shows a padlock. Those observations prevent a transfer issue from being confused with an entitlement issue. Also note the exact point at which progress stopped and any code shown on screen.
Restart a PS5 download that will not start
Try Pause and Resume first
- Press the PS button to open the control center.
- Open Downloads/Uploads.
- Select the game download that is queued or not starting.
- Choose Pause, wait for the entry to pause, and then choose Resume.
This keeps the existing download entry and is the least disruptive recovery option listed by PlayStation Support. Give the console a moment to re-establish the transfer; do not repeatedly cancel a working entry. If the status changes after resuming, let that attempt continue rather than interrupting it again.
Cancel the entry and download again if necessary
- Open Downloads/Uploads from the control center.
- Highlight the affected item and select Cancel and Delete.
- Open Game Library.
- Find the game and start the download again.
Cancel and Delete removes that download entry, so it is more disruptive than pausing and resuming. It is the next step when the original entry will not begin. If the replacement attempt immediately fails with an error code, stop repeating the same action and follow the checks for that code instead.
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|---|---|---|
| Pause and Resume | Retains the entry and asks it to restart its transfer. | The download is queued or idle but has no specific error. |
| Cancel and Delete | Removes the entry so you can create a fresh download attempt. | Pause and Resume did not make the download start. |
These two commands solve different problems. Pause and Resume is a retry of the current task; Cancel and Delete creates a clean attempt from Game Library. Neither command changes PlayStation Network availability, frees storage or repairs an account entitlement, so continue to the matching check when the symptom persists.
When a download is stuck: check PlayStation service status
Before changing local settings, check the current PlayStation service-status page. If PlayStation reports an alert or an affected service, the official advice is to wait until the service is running normally and then try the download again. A local restart cannot repair an outage at PlayStation’s end.
If there is no service alert, continue with the PS5’s own connection test. On the console, go to Settings > Network > Connection Status > Test Internet Connection. This test checks whether the console can reach the network and PlayStation services at the time you run it; a successful result does not prove that every later transfer will remain stable.
Use the result as a routing clue, not as a guarantee. A failed test supports network troubleshooting. A successful test with one stalled game means you should still check the download entry, storage, software and any displayed code. If several downloads stop at once while an alert is posted, waiting for service recovery is more appropriate than repeatedly deleting entries.
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Repair a possible network connection problem
Network troubleshooting is relevant when the test fails, the console reports a server-connection error, or the download repeatedly stops while other local conditions are satisfactory. PlayStation’s guidance for error NP-104627-0 provides the following sequence.
Sign in and test the connection
- Make sure the PS5 is signed in to PlayStation Network.
- Run Settings > Network > Connection Status > Test Internet Connection.
- If the test identifies a configuration problem, reconfigure the PS5’s network settings as directed by the console and your network setup.
Restart the router and console
- Turn off the router.
- Leave it off for five minutes, as specified in PlayStation’s NP-104627-0 guidance.
- Restart the router and wait for its connection to return.
- Restart the PS5 and try the download again.
The five-minute router shutdown is an official step for the cited server-connection error, not a guaranteed cure for every queued download. If PlayStation is experiencing an outage, wait for service restoration instead. Avoid treating a router restart as a substitute for checking storage or the account that owns the game.
Try a wired connection when possible
If the PS5 is using Wi‑Fi and the connection is unreliable, connect it to the router with a generic Ethernet cable and repeat the connection test. PlayStation recommends trying a wired connection if possible, but the cited guidance does not establish a required cable specification or endorse a particular router or cable model.
When you must use Wi‑Fi, PlayStation suggests moving the console closer to the router and removing obstacles between the two devices. These steps address a weak or unstable wireless path; they will not resolve an account entitlement problem, insufficient storage or a PlayStation service outage.
A wired test is useful because it changes the connection path while leaving the account, game and console storage unchanged. If the download works over the cable, wireless reliability is implicated; if it fails in exactly the same way, continue with the other checks instead of assuming the cable or router is the sole cause.
Verify system software and available storage
Install the current PS5 system software
- Open Settings.
- Go to System > System Software > System Software Update and Settings.
- Install an available update, then retry the download after the console finishes updating and restarts if required.
Keeping system software current is part of PlayStation’s published recovery path for stuck downloads and for the specific CE-106487-6 download-and-install error. Do not jump to Safe Mode while an ordinary system-software update is available; complete the supported update path first.
Check free space on the console
- Open Settings > Storage and review the available capacity.
- In Game Library, locate the game.
- Open its more-options menu and select View Product to see the minimum free space stated for that game.
The required free space is game-specific, so compare the figure shown for the title with the capacity available on the PS5 rather than relying on a general rule. If the console displays CE-107872-5, PlayStation’s error-code index identifies insufficient free space on console storage as the issue. Free space, not repeated network restarts, is the appropriate first remedy for that code.
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Check storage before deleting and re-downloading repeatedly: a fresh attempt still needs the game’s stated minimum free capacity. If the title includes separate downloadable content, check the affected item in Game Library so you are comparing the correct product requirement. The published guidance does not provide a universal amount of free space that applies to every game.
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Separate a transfer failure from a license or ownership problem
A download that cannot transfer data is different from content the console cannot verify as owned. Look for a padlock icon, a purchase that is missing from the library, or an add-on that is unavailable. Those symptoms call for account and license checks rather than treating license restoration as a generic download accelerator.
Confirm the account and entitlement
- Make sure the signed-in PS5 account is the account that bought the game or add-on.
- Confirm that the transaction completed successfully.
- If access depends on PlayStation Plus, confirm that the applicable membership is still active.
- If another user owns the game, check whether console sharing applies to the way the PS5 is being used.
Restore licenses on PS5
- Open Settings.
- Go to Users and Accounts > Other > Restore Licenses.
- Follow the on-screen instructions, then check the game or add-on again.
PlayStation says restoring licenses can help with a padlock icon or missing game and add-on content, and that it does not affect data. It is targeted at entitlement symptoms; it is not presented as a way to increase download speed or repair every transfer that is stuck.
If the game is visible and owned but the transfer itself is queued, restoring licenses is unlikely to be the first move. Use it when the padlock, missing purchase or shared-console situation makes ownership verification the leading issue. This distinction avoids changing account settings when the actual fault is an outage, network interruption or lack of storage.
Use the error code to choose the next step
Write down the complete code exactly as shown. Similar-looking codes can describe different problems, and PlayStation’s error-code index is the authoritative place to match a code with its stated meaning.
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|---|---|---|
| CE-107928-7 | An error stopped a game from downloading. | Use the code-specific PlayStation Support guidance rather than assuming the cause is storage or Wi‑Fi. |
| CE-106487-6 | An issue occurred while downloading and installing content. | Update system software, restore licenses, delete the download and retry, then escalate to Safe Mode cache clearing and database rebuilding if needed. |
| CE-107872-5 | There is insufficient free space on console storage. | Check Settings > Storage and the game’s View Product requirement, then free enough space. |
| NP-104627-0 | The PS5 lost connection to the server. | Sign in, test the connection, reconfigure networking if necessary, restart the router for five minutes and restart the console; try wired networking if possible. |
Do not infer a code’s meaning from the fact that it appeared during a download. Follow the description supplied for that code and note whether the failure occurs during downloading, installation, sign-in or entitlement verification. If no code appears, record that fact for support and continue with the symptom-based flow.
Escalate to Safe Mode only after the basic checks
PlayStation’s general stuck-download procedure lists Safe Mode > Clear Cache and Rebuild Database as a later escalation. It is not the first response to a merely queued item, and it should follow the download restart, service, network, software and storage checks.
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For CE-106487-6, PlayStation specifies this order: check for current system software, restore licenses, delete the download and retry it, then start the PS5 in Safe Mode and choose Clear Cache and Rebuild Database. Use the Safe Mode menu’s on-screen instructions to enter and leave the mode; do not select a different reset option simply because it is listed nearby.
Database rebuilding is an escalation for the documented download/install path, not a universal explanation for every queue delay. If the same error returns after the prescribed sequence, preserve the details and contact support rather than cycling through destructive options. Safe Mode should be treated as a targeted step from the official path, not as a routine way to speed up downloads.
Common mistakes to avoid
- Deleting first: PlayStation lists Pause and Resume before Cancel and Delete for a download that will not start. Try the less disruptive option first.
- Ignoring service status: Local network changes cannot repair a PlayStation outage. Check for an alert before spending time on router settings.
- Assuming every failure is Wi‑Fi: CE-107872-5 points to storage, while a padlock points toward licensing. Route by the symptom or code.
- Using license restoration as a speed fix: Restoring licenses addresses ownership verification and does not promise faster transfers.
- Choosing the wrong Safe Mode option: For the documented download path, use Clear Cache and Rebuild Database and follow the on-screen instructions; do not select an unrelated reset option.
- Repeating one step without recording results: Note what changed after each attempt so support can see whether the issue is limited to one title, one account or the whole connection.
Prepare a useful PlayStation Support request
If the download still will not start or remains stuck after the relevant steps, gather the information PlayStation asks for before opening a support case:
- The complete error code or message, including punctuation and hyphens.
- What the PS5 displayed and what you expected it to do.
- The exact steps that reproduce the problem.
- The date and time of an unsuccessful attempt.
- A screenshot or video, if possible, showing the queue, error or padlock.
Include whether the failure affected one game or several, whether PlayStation status showed an alert, the result of the connection test, and whether the issue changed after a fresh download attempt. These details help support distinguish a service event, a local network fault, a storage limit, a software problem and an entitlement issue.
A compact decision path
- Queued or not starting: Downloads/Uploads → select the item → Pause and Resume.
- Still not starting: select Cancel and Delete, then retry from Game Library.
- Progress appears stuck: check PlayStation service status, then run Settings > Network > Connection Status > Test Internet Connection.
- Connection implicated: sign in, restart the router and PS5, try wired networking if possible, or move the console closer to the router and remove Wi‑Fi obstacles.
- Local prerequisites: update through Settings > System > System Software > System Software Update and Settings; check Settings > Storage and the game’s View Product space requirement.
- Padlock or missing purchase: verify the purchasing account, transaction, applicable PlayStation Plus status and console-sharing situation, then use Settings > Users and Accounts > Other > Restore Licenses.
- Documented error path: use the code’s official instructions; for CE-106487-6, follow the update, license, delete/retry and Safe Mode sequence.
- Still unresolved: send PlayStation Support the code, behavior, reproduction steps, attempt time and supporting screenshot or video.
This order keeps the least disruptive recovery first, reserves Safe Mode for a justified escalation and avoids treating a license symptom or storage error as if it were a generic network problem.
Frequently Asked Questions
Why is my PS5 game download stuck in the queue?
Open the control center, choose Downloads/Uploads, select the item and use Pause and Resume. If it still will not start, choose Cancel and Delete and retry from Game Library. A queue position alone does not prove that a specific queue-priority setting is available or that the network is at fault.
Should I pause and resume or cancel and delete a PS5 download?
Pause and Resume is the first, less disruptive option because it keeps the current download entry. Cancel and Delete removes that entry and starts a fresh attempt from Game Library when pausing and resuming did not work.
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How do I test my PS5 internet connection?
Go to Settings > Network > Connection Status > Test Internet Connection. If the test fails or the console reports a server-connection error, sign in, reconfigure network settings if needed, restart the router and PS5, and try a wired connection if possible.
What should I do if PS5 downloads stop because of Wi‑Fi?
Restart the router and console. PlayStation’s guidance for NP-104627-0 says to leave the router off for five minutes, then retry. You can also connect the PS5 to the router with a generic Ethernet cable, or move the console closer to the router and remove obstacles when Wi‑Fi is required.
How much free storage does a PS5 game download need?
Check Settings > Storage for available capacity, then find the game in Game Library, open the more-options menu and select View Product to see that title’s minimum free-space requirement. Requirements vary by game; CE-107872-5 identifies insufficient console storage.
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Will restoring licenses fix a PS5 download that is stuck?
Restore licenses when you see a padlock, a missing purchase or unavailable add-on. The PS5 path is Settings > Users and Accounts > Other > Restore Licenses, and PlayStation says the process does not affect data. It is not a general download-speed or transfer fix.
When should I use Safe Mode for a stuck PS5 download?
Use it after restarting the download, checking service status, testing the network, updating system software and verifying storage. For CE-106487-6, the documented order is update software, restore licenses, delete and retry the download, then use Safe Mode > Clear Cache and Rebuild Database.
What information does PlayStation Support need?
Provide the exact error code or message, what happened, reproduction steps, the date and time of an attempt, and a screenshot or video if possible. Also report the connection-test result, service-status condition and whether one game or multiple downloads are affected.
The Bottom Line
Start with Downloads/Uploads: Pause and Resume, then Cancel and Delete only if necessary. Next check PlayStation status, test the network, verify current software and title-specific storage, and use license restoration only for padlocks or missing content. Reserve Safe Mode for the documented escalation, especially CE-106487-6, and contact PlayStation Support with complete error and reproduction details if the problem remains.
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