Before requesting service

PS3™

Troubleshooting

Read this guide if you experience difficulty in operating the PS3 system.

Should any problem persist, contact the appropriate PlayStation customer service helpline which can be found within every
PlayStation 3 software manual.

Power

The system does not turn on.
Check that the AC power cord is securely inserted in the system and the electrical outlet.

When the power button is pressed, the system beeps repeatedly and then the power indicator will turn off.
The temperature inside the system is becoming too high. Check whether the system is being used in a location that is too warm. Ensure that vents are not blocked and that there is adequate airflow around the system. Press the power button. (The power indicator will become solid red.) Wait a while, and then turn on the system again.

Picture

There is no picture on the TV screen.

  • Check that the cable is securely inserted. Try disconnecting the cable from the PS3 system or TV and then reconnecting it.
  • There may be a problem with the AV cable in use. Try using another cable that is compatible with the PS3 system.
  • Adjust the video input on the TV to match the input connector that is being used to connect to the PS3 system.
  • If the video output settings on the system do not match those of the cable or TV in use, there may be no picture. If the screen goes blank, turn off the system. Then, with only the system and the TV connected, press the system's power button for more than 5 seconds to turn the system back on. The video output settings will automatically be reset to the standard definition (SD) resolution.

The picture is distorted.
Check that the cable is securely inserted. Try disconnecting the cable from the PS3 system or TV and then reconnecting it.

The Blu-ray Disc (BD) or DVD cannot be played, or the picture is distorted.

  • When outputting DVD content or PlayStation 3 format software in standard definition (SD) resolution, only discs recorded in the PAL standard can be played.
  • If the system is connected to a VCR, copy protection encoding on some BDs and DVDs may cause image distortion, or may cause the image to become lighter or darker. In such cases, connect the system to the TV directly. You may also see a similar occurrence if using a combination TV/VCR unit.
  • If the BD or DVD does not match the region code set in the system, it cannot be played.
  • Some DVDs are preset with parental control restrictions. Enter the password that was set in [Security Settings] to temporarily increase the parental control level.
  • If you record video content on DVD-R, DVD-RW, DVD+R or DVD+RW media using a device such as a DVD recorder, you must finalise the media before playing it on the PS3 system. Finalise the media using the recording device.
  • Some BDs are preset with parental control restrictions. Enter the password that was set in [Security Settings] to change the parental control level.
  • The BD may be disc-locked. Enter the password that was set when the disc was created.

Certain BDs cannot be played.
To play commercially available BD video software, in some cases the encryption key for AACS (Advanced Access Control System) may need to be renewed. The encryption key can be renewed when the system software is updated.

The size of the video image and the TV screen do not match.

  • The settings of the connected TV and the video output settings of the system may not match. Check the following items: that the system's settings under Settings > [Display Settings] > [Video Output Settings] are correct and that the settings of the connected TV are correct. For details, refer to the instructions supplied with your TV.
  • With some video content, the screen size cannot be changed.

The screen colour does not seem right.
If set to the default setting, the background colour changes as the time, day and month changes.

Audio

There is no sound.

  • Check that the muting function on the TV or speakers is turned off. Also check that the volume is at the appropriate level.
  • If an audio device is connected, check the settings of the device. For details, refer to the instructions supplied with the audio device.
  • There may be a problem with the AV cable. Try using another cable that is compatible with the PS3 system.
  • Some software do not support digital audio output.
  • If the system's audio output settings do not match the cable or device in use, the system may not produce sound. Check that the system's settings under Settings > [Sound Settings] > [Audio Output Settings] are correct.
  • Some content that support Dolby Digital, DTS, and other formats may not produce audio from all channels.

Music files do not play.
Playback methods may be limited for some music files that are distributed via the Internet. In such cases, it may not be possible to play the content on the PS3 system.

Network

A connection to the network cannot be established.

  • If using a wired connection, check that the Ethernet cable is securely connected.
  • Check that the network settings are correct. Refer to the instructions supplied by your Internet service provider or in the software manual to make the correct network settings.

The message [An error occurred during communication with the server. This is a DNS error. (80710102)] is displayed during the Internet connection test.

  • If you connect the system to a modem that does not have a router feature (bridge modem), you may need to set PPPoE settings. Select Settings > [Network Settings] > [Internet Connection Settings] > [Custom] to start configuring the Internet connection. Continue adjusting settings until you see the IP address setting screen. Select [PPPoE], and then enter the user name and password provided by your Internet service provider.
  • If you connect your system to a router, complete initial settings on the router first. After completing the settings on the router, try to adjust the network settings again by selecting Settings > [Network Settings] > [Internet Connection Settings] > [Easy] again. For details about the router settings, refer to the instructions supplied with your router.

The message [The attempt to obtain an IP address timed out.] is displayed during the Internet connection test.

  • If you disconnected the Ethernet cable that is used to connect to a device such as a PC, and then reconnected it to the system, you must restart both your system and the modem. After restarting both devices, update your network settings by selecting Settings > [Network Settings] > [Internet Connection Settings] > [Easy]. For details about restarting your modem, refer to the instructions supplied with your modem.
  • If you are using a wireless connection, the WEP key may be wrong. Check that you have the correct WEP key, and then enter it again.

The message [The PPPoE user name or password is not correct.] is displayed during the Internet connection test.
Enter the correct user name and password for PPPoE. If you do not know the user name and password, contact your Internet service provider.

The Web page does not display properly.
Certain content, such as content that requires specialized software, may not display properly on some Web pages.

Disc Media and USB Devices

The system does not recognise the disc.

  • Remove the disc and reinsert it.
  • If the disc has a label, insert it with the label side up.
  • Check whether the disc is scratched or dirty. If dirty, wipe it gently with a soft cloth.

The disc cannot be removed.
Press the eject button for 10 seconds or longer to force the disc to eject. After removing and before reinserting a disc into the system, turn off the system, and then turn on the system again to resume use.

The system does not recognise the USB device, or the USB device does not operate properly.

  • Check that the device is inserted correctly.
  • The connected device may not be usable with the system.
  • Try using a different USB connector on the PS3 system. The device may not be recognised depending on the combination of USB connectors in use.
  • In some cases, the system may not recognise the device if an external USB hub is used and more than the allotted number of devices are connected. Try removing unused devices.

When connecting a USB device, the message [An unknown USB device has been connected.] is displayed.

  • The connected device may not be compatible with the system or software application.
  • The device may be compatible with specific software only. Use software that is compatible with the device.
  • There may be too many USB hubs connected. Try removing a USB hub.

Wireless controller

The wireless controller does not function.

  • When using the wireless controller, you must pair it with the system and assign a controller number. With the system turned on (power indicator is lit solid green), connect the system and the controller using the USB cable, and then press the PS button on the controller.
  • The controller number may have been cleared. Press the PS button on the controller to reassign the number.
  • With some software, you may need to use a specified controller number. Refer to the manual for the software in use.
  • Check the charge level of the wireless controller battery. When the controller is used in wireless mode, it will not function if the battery does not have any charge left. Charge the battery by connecting the controller to the system with the USB cable.
  • If you cannot use the controller even after checking the items above, try resetting the wireless controller by pushing the reset button on the controller rear with a thin-tipped object such as a pen.

1. Reset button

The wireless controller operates in an abnormal manner.
Try resetting the wireless controller by pushing the reset button on the controller rear with a thin-tipped object such as a pen.

The wireless controller does not vibrate.

  • Select Settings > [Accessory Settings] > [Controller Vibration Function], and then try setting [Vibration Function] to [On].
  • The software may not support the vibration function. Refer to the instruction manual for the software. For software downloaded from PlayStation Store, refer to the compatibility notice information included in the software's online description.

The response to button operations is slow.
The response speed may be slow on an LCD display or PC display. This is not a malfunction.

The battery does not charge or does not fully recharge.
The battery can only be charged when the system is turned on (power indicator is lit solid green).

The battery charge does not last long.
The battery may be wearing out. Battery duration will gradually decrease with repeated usage and age.

Even when the wireless controller is not being used, it loses its charge over time.
The controller's battery slowly loses its charge even when the controller is not in use. It is recommended that you charge the
controller frequently.

Other issues

The system makes noise.

  • When using the system in a location where heat can build up, such as in an enclosed AV cabinet, on carpet or a cushion, or near a wall (within 10cm of the wall), the internal fan will rotate rapidly to reduce the system's temperature and this may generate increased noise. Move the system to a location with good ventilation.
  • Depending on how a disc is being used, such as when copying an audio CD to the hard disk or starting software from a disc, disc noise may be louder than normal. Furthermore, some software may cause more disc noise than others.

You forgot your password for security settings.
If you restore the system using Settings > [System Settings] > [Restore Default Settings], your password will return to "0000".
However, note that all settings other than the password will also be reset. Once these settings are reset, they cannot be recovered.

The system is warm.
When the system is being used or is turned on, it may become warm. This is not a malfunction.

The screen freezes during gameplay.

  • Check whether the disc is scratched or dirty. If dirty, wipe it gently with a soft cloth.
  • If you have game data for PlayStation 3 format software installed, try deleting the game data and reinstalling the software. Select Game > [Game Data Utility], press the Triangle button, and then delete the game data from the options menu. Next, reinstall the PlayStation 3 format software. Be careful not to delete the saved data for the game.

The screen is frozen. The system does not operate.
Disconnect all accessories such as USB devices from the system, and then restart the system. Pressing the power button for 15 seconds or longer will force the system to turn off (enter standby mode). After the system turns off, turn it on again.

The power indicator is flashing red and green alternately.
The interior of the system has become hot. Check whether the system is being used in a hot location or whether the vents are blocked. Continuing to use the system in the above condition will cause it to stop functioning. Turn the system off and leave it unused until it cools down. After the system cools down, turn it on again.

The system does not recognise content.
The content may be of a format that is not supported by the system. Content of types not supported by the system will not be recognised. For information on supported formats, refer to the online user's guide at eu.playstation.com/ps3/support/manuals.

Before requesting service

Troubleshooting

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