Frequently Asked Questions

PlayStation®4/PlayStation®5 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®5 or PlayStation®4

  2. Run the Internet Connectivity Test to check whether your PlayStation®5 or 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®5 or PlayStation®4

  4. Perform the most recent system update and then try to download the latest version update for FINAL FANTASY XIV.

    • PlayStation®5: The update can be performed from the home menu by selecting [Settings] → [System] → [System Software] → [System Software Update]

    • PlayStation®4: The update can be performed from the home menu by selecting [Settings] → [System Software Update].

  5. Restart your PlayStation®5 or PlayStation®4

  6. Shut  down your PlayStation®5 or 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 your console 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®5 or 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®5 or PlayStation®4


  8. Consult the official PlayStation®5 or 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 perform a version update successfully after launching the game client, there is a possibility that there is not enough free space on the console, or that there is a transmission issue.
Please try these troubleshooting steps to see if they resolve the issue:

  1. Check free space on the hard disk.

  2. If you do not have sufficient hard drive space available for an update on your PlayStation®5/PlayStation®4, please free up enough space by deleting unnecessary data. You can confirm how much hard drive space you have left from the home menu by selecting [Settings] → [Storage]

  3. Perform a connectivity test on your PlayStation®5/PlayStation®4

  4. Test to see whether your PlayStation®5/PlayStation®4 is properly connected to the network.

    From the home menu, select [Settings] → [Network] → [Test Internet Connection] to perform the test..

  5. Perform a system update on your PlayStation®5/PlayStation®4

  6. Perform the most recent system update and then try to download the latest version update for FINAL FANTASY XIV.

    PlayStation®5: The update can be performed from the home menu by selecting [Settings] → [System] → [System Software] → [System Software Update].

    PlayStation®4: The update can be performed from the home menu by selecting [Settings] → [System Software Update].

  7. Restart communication equipment

  8. Turn off the power of your router and/or modem for 30 minutes to an hour.

    Unnecessary data accumulated on the equipment will be initialized, possibly allowing for smoother transmission.

  9. Update firmware of communication equipment

  10. Update your firmware for your router/modem if an update is necessary. If the firmware is outdated, your equipment may not function properly, so please update before trying to update the game again.

    *Consult with your equipment's help manual when updating firmware. Also, even if your firmware is up to date, rewriting it may improve the situation.

  11. Check security services of your Internet provider

  12. Depending on your Internet provide or service plan, there may be security services included. Please confirm that these security services permit online gaming.

  13. Remove routers

  14. In order to diagnose the issue, remove routers and hubs temporarily.

    *This may change your connection to a broadband connection. Please consult with your provider for connection settings.

  15. Check router settings

  16. Check the  security settings (such as SPI) on your router. Also, please forward the ports used for the game. The ports are listed below:
         ▼ UDP
           55296~55551

         ▼ TCP
           80,8080,443,55296~55551

    If you continue to have issues with updating FINAL FANTASY XIV, please contact the Square Enix Support Center with any error codes you may have received by clicking the "Additional Assistance" button at the bottom of the page.




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


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