Frequently Asked Questions

Playstation®4 troubleshooting


I registered my Sony Entertainment Network account to the wrong Square Enix ID.
I am unable to download the game client.
I have issues installing the client.

I am unable to start the game.

I am encountering update issues.

How do I reset my password?



I registered my Sony Entertainment Network account to the wrong Square Enix ID.
If you accidentally linked the wrong Square Enix account to your Sony Network Entertainment account (SEN-account), please contact us directly using the button Additional Assistance below with the following information:
- SEN-account and Square Enix ID it is linked to (e.g. Sony134 linked to ABCD1234)
- SQEX ID of the account you intended to link

Please note that you will be prompted to log on to your Square Enix account in order to submit your request. For verification purposes be sure to log in using the Square Enix account currently linked to your SEN-account.

If you have registered your product code on the wrong SEN-account, Square Enix is unable to provide assistance. Please contact Sony's PlayStation support instead.



I am unable to download the game client.
If you are unable to download the game from the PlayStation®Store or update the client, please try the following steps.

1- Test the internet connection on your PlayStation®4
Run the Internet Connectivity Test to check whether your PlayStation®4 console is properly connected to the network.
From the Home menu, select Settings > Network Settings > Internet Connectivity Test.

2-  Perform a system update on your PlayStation®4
Install the most recent system update and then try to download the latest version update for FINAL FANTASY XIV.
The update can be done from the Home menu by selecting Settings > System Update > Update via Internet.

3- Restart your PlayStation®4.
Shut down your PlayStation®4, remove the power cord for about 10 seconds and restart the system before attempting to download the data again.



I have issues installing the client.
If you encounter any difficulties installing the game, please try the following steps.

1- Check if the game disc is not scratched or dirty
If the disc is dirty, please clean it with a soft cloth by gently wiping it from the center of the disc outward then retry installing the game. Permanently scratched discs may fail to work.
If you believe you are unable to install the game due to problems with the disc itself please click on the Additional Assistance button to contact the Square Enix Support Centre.

2- Is the game data being installed on the console itself?
The game cannot be installed on external storage devices (e.g. external hard drives). Please ensure that you are installing the game data on the console itself.

3- Is there enough hard disk space?
If you do not have sufficient memory available for the installation, please free up enough space by deleting unnecessary data.
Please note that FINAL FANTASY XIV for PlayStation®4 requires approximately 40GB+ of free space.

4- System Updates
Install the latest system update for PlayStation®4 and try installing the game again.



I am unable to start the game.
If you cannot start the game after the installation, please try the following suggestions:

1- Perform a system update on your PlayStation®4
Install the most recent system update from the Home menu by selecting Settings > System Update > Update via Internet

2- Ensure that you are signed into the Sony Entertainment Network. From the Home menu, select Settings > PSN. If Sign in to PSN appears, it means you are not signed in.

3- Check your Sony Entertainment Network ID
- Confirm the ID is the same as the one used to download the game
-  Confirm that chat restrictions are not enabled
-  Confirm that the age restriction for this Sony Entertainment Network ID is not set to 14 or under

4- Try restarting your PlayStation®4

5- Consult the official PlayStation®4 support page to see if there might be an issue with the console.

6- Re-install Final Fantasy XIV
If the installed files are corrupted, you might be able to resolve the issue by re-installing the game.



I am encountering update issues.
If you are unable to update the game after installation, it could be because there is not enough free space on the hard disk of your PlayStation®4 or that there is a network issue.

1- Check the available space on the hard disk.

2- Test the internet connection on your PlayStation®4:
Run the Internet Connectivity Test to check whether your PlayStation®4 console is properly connected to the network.
From the Home menu, select Settings > Network Settings > Internet Connectivity Test.

3- Perform a system update on your PlayStation®4
Install the most recent system update and then try to download the latest version update for FINAL FANTASY XIV.
The update can be done from the Home menu by selecting Settings > System Update > Update via Internet.

4- Restart your modem/router
If you are unsure how to restart your modem/router, disconnect the power from the device for a couple minutes.

5- Check the security settings associated with your internet provider
You may have security services included as part of your internet service plan. Please confirm that these security services permit online gaming.

6- Temporarily remove* routers and hubs to help diagnose the issue.
*This may change your connection to a broadband connection. Please talk to your provider about connection settings if required.

7- Check router settings
Check the security settings (such as SPI) on your router.
Also, ensure that the following ports are open for FINAL FANTASY XIV.
▼UDP
55296~55551
▼TCP
80,8080,443,55296~55551



How do I reset my password?
Please note that the e-mail address for Square Enix accounts is case sensitive. If you signed up for a Square Enix account using the PlayStation®4 during Beta Phase 1, please try spelling your e-mail address as in the following example to retrieve your password: Ps.Example@email.Com



FAQ Article: 72880
FAQ Category: [Technical and In-Game Support] [Product Specifications] / FAQ Sub-category: [Other] [Peripheral Device] [Connectivity / Network] [Sound] [Video / Graphics] [Freeze] [Other] [Video / Graphics] [Update / Patch] [Connectivity / Network] [Sound] [Installation] [Freeze] [Crash / Freeze] [3rd Party Hardware]


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