It's possible that the disc or data is not being read correctly. Please try the following:
■ Please check whether the disc you are using is not scratched or dirty.
Fingerprints may also be a cause.
If it seems that it does not work properly due to stains such as fingerprints, please try cleaning the disc. The method of cleaning the disc is described in the software manual. If you have any questions, please contact Sony, the publisher of PS5.
■ Restart PS5 unit whether the issue resolved or not.
*Please switch the power off completely, not restore mode and then, switch on again.
*Press the PS button and go to [Power] > [Switch off PS5].
*Once disappeared the screen, flash it white, and then will turn it off.
■Please reinstall the game.
* There may be something wrong with the installed data. Please delete the application once and re-install it. Also, please try to operate again after performing it.
* Use this software on the home screen (dynamic menu) of the PS5 unit.
With the cursor on it, press the OPTIONS button（Ξ） and click ""Delete"".
After deleting ""Application"", turn off the power of the PS5 unit for a while.
Please try reinstalling after a while.
*Since it cannot be recovered, please be careful not to delete the data created by the customer. To prevent deleting the data, check it from ""Settings"" at the upper right of the screen of PS5 unit, “”Save data （PS5）”” or “”Save data （PS4）”” in ""save data and game/app settings"".
*If the PS5 main unit is connected to the network, please disconnect from the network temporarily just in case.
*If you are using the download version, please delete ""Application"", then redownload and perform it again.
■Please check it whether it is under downloading at the items ””Download/Upload“”.
*Please confirm the install or download sections, from the items in the center of the Control Center that appears at the bottom of the PS5 home screen when you press the "PS button" on the controller.
*If the download or installation is in progress, please wait it until it is completed in advance.
■Try if the same issue occurs in another PS5 unit.
*If possible, check if the same issue occurs in another PS5 unit, such as store or friends.
■ Check the system software version of your PS5 unit
To check the version, “” Settings”” > “” System Software”” from “Settings” at the upper right of the home screen of PS5 unit, in “System” > “Unit information” > “System Software”.
*If it is not the latest version, please update the game if possible.
■Perform a license repair.
*From “Settings” at the upper right on the home screen of PS5 unit, go to “Other” in “User and account”.
■ Which destination is the game installed to:”PS5 internal SSD storage” or “M.2SSD storage in the expansion slot.
*If you are using the M.2SSD storage in the expansion slot, please try using the SSD storage in the main unit, and please try it whether the problem improves.
If the issues have not improved even after trying the above contents, we apologize for the trouble but we kindly ask you to contact us once again.
When doing so, please make sure to include the following information as well:
・Purchase store name:
・Purchase date:
・With or without a receipt:
・Did you purchase the regular version or the best version?:
・Are you using the package version or the download version?:
・(In the case you are using the package version) Did you purchase a new one or a used one?:
・System software version of your PS5 unit:
・Game version of the game:
・Where is the game installed to?: ”PS5 internal SSD storage” or “M.2SSD storage" in the expansion slot?
・Please provide a detailed description of the steps leading up to the issue occurring to the best of your recollection.
・Screenshot(s) where the issue can be confirmed (if applicable):