The most common reasons your PS4 or PS5 won't connect

PlayStation Network connection problems usually come down to one of four things: your internet itself is down or unstable, your PlayStation console can't reach Sony's servers, your account has a temporary lock or ban, or your router needs to be reset. Most of the time it's the internet or the router. You can tell which one by checking whether other devices in your house can reach the internet right now — if your phone or computer works fine, the problem is between your PlayStation and the network, not your internet provider.

If nothing in your house has internet, call your internet provider or check their website to see if there's an outage in your area. If only your PlayStation won't connect while everything else works, move through the fixes below in order, starting with the simplest.

Key Takeaways

  • Check whether other devices can reach the internet first — if they can't, the problem is your internet provider, not your PlayStation.
  • Restart your router by unplugging it for 30 seconds, then plug it back in and wait two minutes before trying to connect again.
  • If your console still won't connect, go to Settings > Network > Test Internet Connection on your PlayStation to see what the error message says.
  • Account locks and bans show a specific error code when you try to sign in; if you see one, visit the PlayStation Support website to check your account status.
  • If nothing works after restarting your router and testing your connection, try connecting with an ethernet cable instead of Wi-Fi to rule out wireless problems.

Restart your router and modem

This fixes the majority of connection problems. Unplug your router (and modem, if it's separate) from power, wait 30 seconds, then plug the router back in. Wait another two minutes for it to fully restart — you'll see the lights stop blinking and settle into a steady pattern. Then try to connect your PlayStation again.

The reason this works is that routers can get stuck in a state where they're not properly communicating with your internet provider or your devices. A full power cycle clears that state. If you have a modem separate from your router, unplug both at the same time, wait 30 seconds, then plug the modem in first and wait for its lights to stabilize before plugging in the router.

Check your internet connection on the console

On your PlayStation, go to Settings > Network > Test Internet Connection. The console will run a test and show you the results. If the test fails, it will display an error code — write this code down. Common codes include NW-31250-1 (your router isn't broadcasting), NW-31456-4 (your console can't reach PlayStation's servers), and NW-102494-9 (your internet connection is too slow or unstable).

If the test passes but you still can't sign in or join a game, the problem is likely with your PlayStation Network account rather than your connection. Move to the account section below. If the test fails with a code, search for that specific code on the PlayStation Support website — each code has a dedicated page with steps to fix it.

Try connecting with an ethernet cable

If your PlayStation is connected over Wi-Fi and the internet test failed, plug an ethernet cable directly from your router into your console. Run the internet test again. If it passes with the cable but fails over Wi-Fi, your wireless connection is the problem — either your console is too far from the router, there's interference from other devices, or your router's Wi-Fi is failing.

If the test still fails even with the ethernet cable, the problem is your internet connection itself or your router's ability to reach the internet. Restart your router again using the steps above, then test once more. If it still fails, contact your internet provider to check for outages or problems with your connection.

Check whether your account has a lock or ban

If you can see the PlayStation Network menu but can't sign in, or if you see an error code when you try to sign in, your account may have a temporary lock or a ban. Go to the PlayStation Support website, sign in with your account, and check your account status. Sony locks accounts temporarily if they detect unusual activity (like a sign-in from a new location), and bans accounts if they violate the PlayStation Network Terms of Service.

A temporary lock usually lasts a few hours to a few days. If your account is locked, you'll see a message saying so when you try to sign in, and the support page will tell you when it will unlock. If your account is banned, the support page will explain why and whether you can appeal. You cannot sign in during a lock or ban, and no amount of restarting will fix it — you have to wait for the lock to expire or contact PlayStation Support to appeal a ban.

Check PlayStation Network server status

Occasionally Sony's servers go down for maintenance or experience an outage. Before you spend time troubleshooting, check the PlayStation Network Status page on Sony's website. It shows whether the service is up, degraded, or down in your region. If it says the service is down, there's nothing you can do except wait — the problem is on Sony's end, not yours.

The status page also shows which services are affected. Sometimes only online multiplayer is down while the store and messaging still work, or vice versa. If the service you're trying to use shows as down, check back in an hour or two.

Reset your console's network settings

If restarting your router didn't work and the internet test still fails, try resetting your console's network settings. Go to Settings > System > Reset Options > Reset Network Settings. This will erase your saved Wi-Fi passwords and network preferences, so you'll have to enter your Wi-Fi password again when you reconnect. After the reset, go back to Settings > Network > Set Up Internet Connection and connect to your Wi-Fi again, then run the internet test.

This step clears out any corrupted network configuration on your console that might be preventing it from connecting. It's safe to do and doesn't affect your games or account — it only resets the network settings themselves.

Frequently Asked Questions

What does error code NW-31250-1 mean?

This code means your console can't see your Wi-Fi network or can't connect to it. Check that your router is on and broadcasting Wi-Fi, that you're in range, and that you're using the correct password. If other devices connect fine, restart your console and try again.

Can I fix a connection problem by rebuilding my console's database?

Rebuilding the database fixes corrupted game files and storage problems, not network issues. It won't help with PlayStation Network connection problems. Stick with restarting your router and resetting your network settings instead.

Why does my connection work for single-player games but not online multiplayer?

Your console can connect to the internet but may not have a strong enough connection for multiplayer. Run the internet test and check your download speed — PlayStation recommends at least 5 Mbps for multiplayer. If your speed is lower, move closer to your router or use an ethernet cable.

What should I do if the error code isn't listed on PlayStation Support?

Contact PlayStation Support directly through their website and provide the error code. They can look up codes that aren't on the public list and walk you through fixes specific to your situation.

Will factory resetting my console fix connection problems?

A factory reset will erase all your games and settings, so only do this as a last resort. Try restarting your router, resetting your network settings, and checking your account status first. If none of those work and the error persists, a factory reset may help, but contact PlayStation Support before you do it.