If a PS5 or PS4 download is stuck at 99%, start by checking PlayStation Network status, testing the console’s internet connection, and confirming there is enough free storage. Then pause and resume the download. If it still does not move, cancel and redownload that item, and use the appropriate Safe Mode cache or database tool as a later step. Sony’s current troubleshooting guidance recommends these checks for stuck PlayStation Store downloads; there is no single cause or guaranteed fix for every 99% stall.
The percentage alone does not tell you whether the problem is a temporary network interruption, a queue issue, a storage limit, a service outage, or a game update. Work through the steps below in order so you can isolate the issue without jumping to a data-erasing reset.
| What you see | Best next check |
|---|---|
| One game or update stays at 99% | Pause and resume it, then check storage and retry the item. |
| Several downloads stop or fail | Check PlayStation Network status and test the console’s connection. |
| The download completes but a padlock appears | Check the account and game license; this is a license issue, not a stalled download. |
| A system software update is stuck | Use the system-update steps for your console model instead of treating it as a game download. |
Open the download queue and check the item name and its current status. Make sure you are looking at the game or game update rather than a separate system software update. If the status or available storage is still changing, give the console a little time before deleting anything. A progress percentage by itself is not an error code, and it does not identify the cause.
This is the quickest first fix and follows PlayStation’s guidance for downloads that are stuck or will not start.
Watch the queue for a status change. If the same item immediately stops again, continue to the service, network, and storage checks.
Visit the PlayStation Network status page and select the applicable country or region if prompted. If PlayStation reports an alert affecting the Store or related services, wait for service to recover and then resume the download. Repeatedly deleting and restarting a download during a service disruption is unlikely to help.
If the test fails or the connection is unstable, reconnect to your Wi-Fi network or try a wired Ethernet connection if available. You can also restart your router using its normal power procedure, then run the test again. Avoid relying on a single internet-speed number: a connection can meet a speed target and still have interruptions that affect a download.
A nearly full drive can prevent a game or update from finishing. Compare the console’s available space with the minimum shown for the specific title; do not rely only on the download size shown in the queue.
If space is short, remove content you can safely download again or move compatible games to supported extended storage. Keep any personal captures or saved data you want before deleting content.
If pause and resume do not help, remove the failed queue entry and start a fresh download from your Library. On PS5, open Downloads/Uploads, select the item, and choose Cancel and Delete. On PS4, use Notifications > Downloads to select and cancel/delete the stalled item. Find the game in your Library and download it again.
This step removes the incomplete download from the queue so the console can fetch it again. Confirm that the item is the game or update you intend to retry before selecting the delete option.
Save and close any open activity, then restart normally from the console’s Power menu. After it starts again, check the queue and resume the download if needed. Avoid pulling the power cable while the console is on or while a system software update is installing.
Safe Mode provides cache and database tools for persistent system or content issues. Follow Sony’s Safe Mode instructions for PS5 and PS4. The basic entry steps are the same on both consoles:
From Safe Mode, choose Clear Cache and Rebuild Database, then select Clear System Software Cache. Restart the console and check the download. If the problem remains, return to Safe Mode and choose Rebuild Database under the same menu. Sony describes rebuilding as scanning the drive and creating a new database of content.
In the PS4 Safe Mode menu, select Rebuild Database. When the console restarts, check the download queue again. Do not choose Initialize PS4 as a routine download fix.
Safe Mode also contains reset and system-software reinstallation options. Those are different operations: Sony states that resetting or reinstalling system software deletes user data. Select only the cache or database tool described above, and back up important data before using any option that says it resets, initializes, or reinstalls the console.
An outdated console can have problems with downloads or game updates. On PS5, check Settings > System > System Software > System Software Update and Settings. On PS4, go to Settings > System Software Update. Install an available update and retry the game download afterward.
If the stalled item is the system software update itself, use the matching console instructions. Sony’s PS5 system software guide explains how to retry a failed update from Downloads/Uploads and when to use its official USB update procedure. The PS4 support and software-update resources cover the PS4 process. Do not download firmware from unofficial sites; reinstalling system software is a data-erasing step, not a first-line download fix.
Write down the exact error code, the game or update name, whether the content is on console or extended storage, and when the failure occurred. Take a photo or screenshot of the message if you can. Look up the code in PlayStation’s official error-code directory, then contact PlayStation Support if the recommended steps do not resolve it.
If the game shows a padlock after the download finishes, verify that you are signed in to the account that owns the game and that any subscription benefit is still available. For a purchased game, check the transaction history. A license problem needs license troubleshooting rather than repeated download retries.
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