Frequently Asked Questions

PlayStation®4 troubleshooting

FAQ


If you accidentally linked the wrong Square Enix account to your account for PlayStation™Network, please fill in this form.

If you accidentally linked the wrong account for PlayStation™Network to your Square Enix account, please use this form.

If you have registered your product code on the wrong account for PlayStation™Network, please contact Sony's PlayStation support.



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

  2. 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

  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.

  5. Restart your PlayStation®4

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



If you encounter any difficulties installing the game, please try the  following steps.

  1. Check if the game disc is not scratched or dirty

  2. If the disc is dirty, please clean it with a soft cloth by gently  wiping it from the centre 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.

  3. Is the game data being installed on the console itself?

  4. 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.

  5. Is there enough hard disk space?

  6. 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.

  7. System Updates

  8. Install the latest  system update for PlayStation®4 and try installing the game again.



If you cannot start the game after the installation, please try the following  suggestions:

  1. Perform a system update on your PlayStation®4

  2. Install the most recent system update from the Home menu by selecting Settings → System Update → Update via Internet.

  3. Ensure that you are signed into the PlayStation™Network.

  4. From the Home menu, select Settings →  PSN. If "Sign in to PSN" appears, it means you  are not signed in.

  5. Check your PlayStation™Network ID

  6.      - 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 PlayStation™Network ID is not set  to 14 or under

  7. Try restarting your PlayStation®4


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


  9. Re-install FINAL FANTASY XIV

  10. If the installed files are corrupted, you might be able to resolve the  issue by re-installing the game.



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

  3. 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.

  4. Perform a system update on your PlayStation®4

  5. 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.

  6. Restart your modem/router

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

  8. Check the security settings associated with your internet  provider

  9. You may have security services included  as part of your internet service plan. Please confirm that these security  services permit online gaming.

  10. Temporarily remove* routers and hubs to help diagnose  the issue.

  11. *This may change your connection to  a broadband connection. Please talk to your provider about connection  settings if required.

  12. Check router settings

  13. 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




FAQ Article: 72880
FAQ Category: [Product Specifications] [Technical and In-Game Support] [Account] / FAQ Sub-category: [Beta Test] [3rd Party Hardware] [Crash / Freeze] [Freeze] [Installation] [Sound] [Connectivity / Network] [Update / Patch] [Video / Graphics] [Other] [Freeze] [Video / Graphics] [Sound] [Connectivity / Network] [Peripheral Device] [Other] [ID/Password Recovery] [PS4 Code Issue]


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