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PSN Account bug that prevents License Restore on PS4 (Cannot play any games)

C

CambriaRising

Member
Infinite Justice said:
hmm sounds like it assumes the pre-order as an assigned license but due to the cancel it throws an error and then doesn't continue the process of verifying the rest of the list?.
Click to expand...

That would make sense. The error code for this is such a misnomer, as it implies there is a problem contacting the server, instead of an actual problem pulling the licenses.

Yoday said:
Have any EU folks had this issue? In the EU you can cancel pre-orders through your account without issue to my knowledge, so is this something that is strictly tied to the way NA PSN handles pre-order cancellation?
Click to expand...

Thats an interesting question. In NA you definitely have to call in order to cancel a pre-order due to the "all sales are final" SCEA treatment. I assume this isn't an issue in EU as I am sure someone has canceled a purchase before if it is that easy to do.
 
D

Deacan

9/10 NeoGAFfers don't understand statistics. The other 3/10 don't care.
Europe PSN usere here, I was getting this problem today as I could not get my Diablo 3 dlc to work and I kept getting license restore error.

Turns out It was my Garden Warfare pre-order that was the problem, I just cancelled the order from the wallet section of account information (not sure if you can do this outside Europe)

Soon as I cancelled the pre-order I can now restore my license, so it seems the pre-order was keeping my account in limbo till Friday when the game was released and money was exchanged.

Just a heads up incase anyone else was having the same problem.
 
C

CambriaRising

Member
Deacan said:
Europe PSN usere here, I was getting this problem today as I could not get my Diablo 3 dlc to work and I kept getting license restore error.

Turns out It was my Garden Warfare pre-order that was the problem, I just cancelled the order from the wallet section of account information (not sure if you can do this outside Europe)

Soon as I cancelled the pre-order I can now restore my license, so it seems the pre-order was keeping my account in limbo till Friday when the game was released and money was exchanged.

Just a heads up incase anyone else was having the same problem.
Click to expand...

Interesting. So this is definitely an issue with digital pre-orders regardless of region.
 
S

serversurfer

Member
Hoje0308 said:
How are they not aware of this problem with their process? Or are they, and it just isn't a priority? Unacceptable either way.
Click to expand...
Bugs can be hard to track down, and sometimes, even harder to fix once you find them. Hopefully, this will turn out to be an easy fix, but it sounds like it's only been in the last few days that we've started to get a handle on what's causing it.

Then even once they find and patch the bug, they need to do a bunch of testing to ensure their fix didn't create additional bugs, etc. Now that they have an idea what may be causing it, it may still be a few weeks before a patch can be pushed. Hopefully, it won't take quite that long. Hopefully, it won't take even longer.
 
//ARCANUM

//ARCANUM

Member
serversurfer said:
Bugs can be hard to track down, and sometimes, even harder to fix once you find them. Hopefully, this will turn out to be an easy fix, but it sounds like it's only been in the last few days that we've started to get a handle on what's causing it.

Then even once they find and patch the bug, they need to do a bunch of testing to ensure their fix didn't create additional bugs, etc. Now that they have an idea what may be causing it, it may still be a few weeks before a patch can be pushed. Hopefully, it won't take quite that long. Hopefully, it won't take even longer.
Click to expand...

As someone who used to work in a call center, I would see that the majority of the time (over 90% of the time) when a support rep was informed of a new error or issue they told the customer they'd take it up the line. Then they never did. Because there really wasn't a system in place for that for anyone to listen. Given how Sony has treated him so far, I highly doubt they're also taking his issue seriously.
 
th4tguy

th4tguy

Member
All of this, has only taught me how to better work with customer service. Thanks for that OP. Sorry you had so much trouble.

If you truly don't want PVZ, don't play it at all before you get your refund.
However, if you are just ready to wash your hands of it all, it's actually a fun game and only $40 compared to other $60 games. You could be worst off.
 
S

serversurfer

Member
paulgandersman said:
As someone who used to work in a call center, I would see that the majority of the time (over 90% of the time) when a support rep was informed of a new error or issue they told the customer they'd take it up the line. Then they never did. Because there really wasn't a system in place for that for anyone to listen. Given how Sony has treated him so far, I highly doubt they're also taking his issue seriously.
Click to expand...
Yeah, sorry. I wasn't saying, "Cam alerted them, so they're on the case." On the contrary, I'd be very surprised if anything useful came of Cam's interactions with CS thus far. :p

I was mostly thinking about the official forums. I haven't actually checked it out myself, but it sounded like there were a sizable number of complaints there, followed by a resolution of sorts. I assume Sony at least pay attention to what's happening on their own fora, but that's just an assumption.

Does anyone know if the PS4 does any error-reporting of its own? I know you can send a report if a game crashes, but if you get Error #12345, are Sony alerted in any way? Seems like that's something we should be able to opt-in to. Is there an official channel for reporting bugs?
 
B

BruiserBear

Banned
Hey OP, a user on the Trials Fusion forums gave this statement in regards to fixing some licensing issues he was having on his PS4.

Unkoerl said:
I managed to fix the issue by deleting the game content and my save data for Trials Fusion off the console, making sure the save data was on the PS+ cloud. I then downloaded the game again through the library of the PS4. Once the game had downloaded, before I re-downloaded my save data, I started the game and all the add-ons I had including the DLC unlocked successfully. I then downloaded my save data for Trials Fusion and the DLC worked. I can now restore the licenses without it erroring half way through.
Click to expand...


Just in case it might help.
 
J

JasonC11

Neo Member
I'm having a weird PSN issue as well here, maybe one of you can help me with ideas to try because the online chat help from Sony was of no help. I pre-ordered Rogue Legacy a while back. I'm able to download it and play it on my Vita and PS3 without issue. On my PS4, it shows up in my library, but instead of a download button, I have a blue button that says $16.99. If I go to the store it does not say purchased and going to it's entry in the store I get a blue Add to Cart button. If I click on either of these blue buttons I get an error that says "We're sorry, this product cannot be purchased at this time. (E-82000113)"

I the web store shows that I have the PS4 version purchased, but if I go to my download list on the web store the page never loads.

Has anyone else experienced anything like this?
 
S

serversurfer

Member
JasonC11 said:
I'm having a weird PSN issue as well here, maybe one of you can help me with ideas to try because the online chat help from Sony was of no help. I pre-ordered Rogue Legacy a while back. I'm able to download it and play it on my Vita and PS3 without issue. On my PS4, it shows up in my library, but instead of a download button, I have a blue button that says $16.99. If I go to the store it does not say purchased and going to it's entry in the store I get a blue Add to Cart button. If I click on either of these blue buttons I get an error that says "We're sorry, this product cannot be purchased at this time. (E-82000113)"

I the web store shows that I have the PS4 version purchased, but if I go to my download list on the web store the page never loads.

Has anyone else experienced anything like this?
Click to expand...
On your PS4, go to the Store, and scroll all the way down to Library, which shows all of "your stuff." Do you see it listed there?
 
N

Neuromancer

Member
JasonC11 said:
I'm having a weird PSN issue as well here, maybe one of you can help me with ideas to try because the online chat help from Sony was of no help. I pre-ordered Rogue Legacy a while back. I'm able to download it and play it on my Vita and PS3 without issue. On my PS4, it shows up in my library, but instead of a download button, I have a blue button that says $16.99. If I go to the store it does not say purchased and going to it's entry in the store I get a blue Add to Cart button. If I click on either of these blue buttons I get an error that says "We're sorry, this product cannot be purchased at this time. (E-82000113)"

I the web store shows that I have the PS4 version purchased, but if I go to my download list on the web store the page never loads.

Has anyone else experienced anything like this?
Click to expand...
Have you tried restoring licenses and making your PS4 your primary console? Both of those options are in settings.
 
J

JasonC11

Neo Member
serversurfer said:
On your PS4, go to the Store, and scroll all the way down to Library, which shows all of "your stuff." Do you see it listed there?
Click to expand...

Yes, but instead of saying download, it has a button that says $16.99 and I get that error if I click on it. Also did the restore licenses and activating, neither fixed it.
 
S

serversurfer

Member
JasonC11 said:
Yes, but instead of saying download, it has a button that says $16.99 and I get that error if I click on it. Also did the restore licenses and activating, neither fixed it.
Click to expand...
That's what you see in the Library, not just looking the game up in the regular storefront?

Then yeah, something's wrong. Try restoring your licenses as Neuromancer suggested.
 
J

JasonC11

Neo Member
serversurfer said:
That's what you see in the Library, not just looking the game up in the regular storefront?

Then yeah, something's wrong. Try restoring your licenses as Neuromancer suggested.
Click to expand...

Yeah, in the Library it just shows the price, doesn't even say add to cart. The online chat from Sony had me try restoring licenses, and that didn't help. They also had me try to go to download list on the website, but that page wouldn't even load for me.
 
S

serversurfer

Member
Hmm. That is weird. Could just be a temporary glitch. Did you try signing in and out? Maybe try a different browser in the web store? Everything else seems to work normally?
 
J

JasonC11

Neo Member
serversurfer said:
Hmm. That is weird. Could just be a temporary glitch. Did you try signing in and out? Maybe try a different browser in the web store? Everything else seems to work normally?
Click to expand...

Everything else seems ok. I tried Firefox, chrome, and IE on two different computers and even my iPad's Safari for the website, all were hanging. I'll have to try again in a little bit.
 
N

Neuromancer

Member
JasonC11 said:
Yeah, in the Library it just shows the price, doesn't even say add to cart. The online chat from Sony had me try restoring licenses, and that didn't help. They also had me try to go to download list on the website, but that page wouldn't even load for me.
Click to expand...
What about the primary console thing?
 
E

EASTC0AST_GH05T

Member
this happened to me yesterday while trying to play BF4. At first it was trying to tell me that I needed PS Plus to play BF4 online when I know I just bought a year of ps plus last week. Then it started giving me those error messages and not letting me game online so I restored licences and turned off the ps4 and turned it back on and it let me play online. That bug scared the hell out of me, its nasty and I hope its patched
 
S

serversurfer

Member
IIRC, I've had temporary issues where I couldn't get it to load my download list on the web. Actually, checking it now, when I go to serversurfer>Download List on the web, it doesn't load the page at all; just gives a busy pointer. Usually, the page will load, but the list never actually fills in. So yeah, it sounds like the web store itself may be having issues currently.

Still, that doesn't explain why it's forcing to you pay for items in your Library on the PS4. By definition, you own that stuff already, or it wouldn't be appearing in your Library in the first place. You're certain your PS4 is set as your primary console? Even if it currently appears to be, have you tried manually unsetting and resetting it?
 
J

JasonC11

Neo Member
Neuromancer said:
What about the primary console thing?
Click to expand...

Tried that, did a reboot and still the same.

Here's what happens in my library.
QR6ujNO.jpg


Then when I open Rogue Legacy I get this
LrQTRka.jpg


If I click on the price I get this
yGH3itr.jpg
 
J

JasonC11

Neo Member
serversurfer said:
IIRC, I've had temporary issues where I couldn't get it to load my download list on the web. Actually, checking it now, when I go to serversurfer>Download List on the web, it doesn't load the page at all; just gives a busy pointer. Usually, the page will load, but the list never actually fills in. So yeah, it sounds like the web store itself may be having issues currently.

Still, that doesn't explain why it's forcing to you pay for items in your Library on the PS4. By definition, you own that stuff already, or it wouldn't be appearing in your Library in the first place. You're certain your PS4 is set as your primary console? Even if it currently appears to be, have you tried manually unsetting and resetting it?
Click to expand...

Glad to hear it's not just my download list having problems then. I wasn't going to pay again, I was going to cancel out before it got that far.I deactivated it, rebooted, activated it and rebooted again, still the same problem.
 
N

Neuromancer

Member
I noticed I couldn't download Hotline Miami for the PS4 from the web store, even though I own it on Vita and its crossbuy. There wasn't even a button to buy it. So I think maybe things are just weird now.

What region are you in?
 
N

Neuromancer

Member
OK good. Can you send me your PSN ID? I'm a Playstation MVP and I can submit your issue through our program, maybe you'll get a better result.

I suspect it's a temporary thing with the store, but it can't hurt to try.
 
J

JasonC11

Neo Member
This has been going on like this since I first tried to do the download on the PS4. Today was the first time I bothered to try and solve the problems with the license restore, reactivating the console, trying the web store, and contacting Sony's online chat. I don't have enough downtime to do the a phone call today.
 
C

CambriaRising

Member
JasonC11 said:
This has been going on like this since I first tried to do the download on the PS4. Today was the first time I bothered to try and solve the problems with the license restore, reactivating the console, trying the web store, and contacting Sony's online chat. I don't have enough downtime to do the a phone call today.
Click to expand...

Have you tried rebuilding the database on your ps4?
https://support.us.playstation.com/app/answers/detail/a_id/5044/~/ps4:-safe-mode

(I've been on the phone with them enough to know this is the first thing they make you do anyway.)

The good news is that that error is for trying to buy content you already own. I've seen a similar error on the store when trying to "buy" a cross buy game while already owning it.

BruiserBear said:
Hey OP, a user on the Trials Fusion forums gave this statement in regards to fixing some licensing issues he was having on his PS4.

http://forums.ubi.com/showthread.ph...pire-of-the-Sky/page9?p=10176354#post10176354

Just in case it might help.
Click to expand...

I think this is a different issue. The problem described in this thread and the ps forums can be tracked back to a canceled preorder.
 
J

JasonC11

Neo Member
CambriaRising said:
Have you tried rebuilding the database on your ps4?
https://support.us.playstation.com/app/answers/detail/a_id/5044/~/ps4:-safe-mode

(I've been on the phone with them enough to know this is the first thing they make you do anyway.)

The good news is that that error is for trying to buy content you already own. I've seen a similar error on the store when trying to "buy" a cross buy game while already owning it.
Click to expand...

This worked!!!!!!!

Thank You Thank You Thank You

And thanks for everyone that helped and so quickly, I appreciate it.
 
B

BuzzJive

Member
Hmmm. Today was the first time that we actually had problems playing a game here at work while logged in on one of our personal accounts. All week we had no problems. Hope they didn't mess something up.
 
C

CambriaRising

Member
Neuromancer said:
Interesting


Good luck guys, I hope this fixes it for everyone.
Click to expand...

I'm debating whether I want to try to go through the headache of getting another refund for PVZ. I haven't played it at all since I rebought it.

I'll probably just write it off, I'm done dealing with their CS at this point.
 
S

Spine_Ripper

Member
Just got the error code myself. I rebuilt the database, and it still hasn't fixed the problem. Trying to restore licenses doesn't do anything either. I thought they said this was fixed :/
 
C

CambriaRising

Member
Spine_Ripper said:
Just got the error code myself. I rebuilt the database, and it still hasn't fixed the problem. Trying to restore licenses doesn't do anything either. I thought they said this was fixed :/
Click to expand...

Did you recently cancel a preorder?


Also, its good to note that PSN is undergoing maintenance right now and they said Account Management functions might not work.
 
T

tamaster92

Member
I just got this today. Bought minecraft on the web store got home and went to download it but isn't showing as purchased.

My library shows 0 games even though it lets me plays all the games I have installed. Tried restoring licenses got that exact error code.

Tried rebuilding database and didn't do shit.

What options do I have left before I'm forced to call support? All I wanted was to play minecraft :(
 
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