PlayStation™Now
06 Feb 2015
shortypmo
By: shortypmo (PlayStation Support)

Troubleshooting Connection issues on PS Now

602 replies

If you experience connection issues with the PS Now service, please try the following suggestions:

 

Use a wired connection: If you are connected to the Internet via a wireless connection (WiFi, 3G, or 4G), your streaming experience should be improved by connecting via a wired Ethernet connection instead.

 

If you have no option to use a wired connection, we recommend using a 5GHz router and device, as 2.4GHz routers really only have 3 channels... and those 3 channels can get flooded by other devices (phones, tablets, TVs, microwave ovens, air conditioners, etc), for sometimes a few seconds at a time. Try to find the "most unused" 2.4GHz channel in your area (1,5,11). And, make sure there is no other interfering devices near by (e.g. other 2.4GHz routers, devices, etc).

 

Reduce the number of devices and applications running on your network: If any of the applications listed below are running on your computer, console, or mobile device, we recommend shutting them down to improve your Internet connectivity while streaming games.

  • Streaming video applications (Netflix, Hulu, YouTube)
  • Cloud backup or sync applications (Dropbox, Google Drive, iCloud)
  • Content downloads (BitTorrent, software, games, movies, or music)
  • Video/audio communication apps (FaceTime, Skype)

Keep in mind that other people who share your Internet connection may have applications running on their devices too. A roommate or family member watching a Netflix video, downloading a game to their PS4, or performing some other high-bandwidth activity, can affect your available bandwidth.

 

Try off-peak hours: If you’re on a public or shared Internet connection - an office, hotel, library, or college dormitory - you may experience limited bandwidth, especially during high-usage times like early evenings and weekends. Please try connecting during lower-usage times such as early mornings or late nights.

 

If you are still experiencing connection problems, please try the following:

Connect your PS Now device directly to your ISP's modem and see whether the connection improves. This will help isolate whether the issue is due to your router.

If the cause of the connection problem seems to be your router, you can try the following suggestions to see if any of them fix the issue.

  • Power cycle your modem and router
  • Reset the router to default settings
  • Update your router to the latest firmware
  • Open UDP Port: 2053
  • Set the MTU value to 1454. MTU setting can be accessed by PS4 -> Settings -> Network -> Setup -> Use LAN -> Custom -> MTU Settings -> Manual
  • Disable QoS, DoS Attack Protection, Stateful Packet Inspection (SPI)

If none of the suggestions work, please report the issue here with the following information:

 

  • Your PSNID
  • Brand and Model # (If you are streaming from TV)
  • Internet Service Type (Select from the following): Dial-up / DSL / Cable / Fiber Optic / Other
  • Connection Type (Select from the following): Wireless / Wired
  • Internet Service Provider:
  • Access Point/Router Brand and Model:
  • Explanation of the connection issue you're experiencing

    • Your PSNID -- csquirrel-ninja
    • Internet Service Type (Select from the following): / DSL
    • Connection Type (Select from the following): Wired and Wireless
    • Internet Service Provider: Verizon
    • Access Point/Router Brand and Model:   DLink DSL-2750B

     

    Thanks for the help!

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  • shortypmo (PlayStation Support)


    CSQUIRREL-NINJA wrote:
    • Your PSNID -- csquirrel-ninja
    • Internet Service Type (Select from the following): / DSL
    • Connection Type (Select from the following): Wired and Wireless
    • Internet Service Provider: Verizon
    • Access Point/Router Brand and Model:   DLink DSL-2750B

     

    Thanks for the help!


    Our engineers investigated your connection and unfortunately your connection doesn't meet the recommended bandwidth of 5mbps.

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  •  

    • Your PSNID- mjrkngnke
    • Internet Service Type (Select from the following): DSL
    • Connection Type (Select from the following): Wireless / Wired
    • Internet Service Provider: Comcast/ Xfinity
    • Access Point/Router Brand and Model - Technicolor TC8305C
    0
  • Your PSNID- drizzy_drake420
    Internet Service Type (Select from the following): DSL
    Connection Type (Select from the following): Wired
    Internet Service Provider: AT&T U-verse
    Access Point/Router Brand and Model: arris NVG589
    0
  • Hello,

     

    How to get a refund on ps now order?

     

    ps4 says i heve slow connection but infact i have 100/100 Mbit connection. Playstation Now does not work but i have lost my money, i would like a refund.

     

    Marko Hoolma

     

    Markomars007

     

    ebay@hoolma.eu

     

    order nr  8017977177

     

    total 19,99$

    0
  • shortypmo (PlayStation Support)


    MjrKngNke wrote:

     

    • Your PSNID- mjrkngnke
    • Internet Service Type (Select from the following): DSL
    • Connection Type (Select from the following): Wireless / Wired
    • Internet Service Provider: Comcast/ Xfinity
    • Access Point/Router Brand and Model - Technicolor TC8305C

    I'm sorry but we can't find any streaming sessions from you. Are you having issues with PS Network? If that's the case, please report the issue at the following forum.

     

    http://community.us.playstation.com/t5/PlayStation-Network-Support/bd-p/22039

    0
  • shortypmo (PlayStation Support)


    MjrKngNke wrote:

     

    • Your PSNID- mjrkngnke
    • Internet Service Type (Select from the following): DSL
    • Connection Type (Select from the following): Wireless / Wired
    • Internet Service Provider: Comcast/ Xfinity
    • Access Point/Router Brand and Model - Technicolor TC8305C

    I'm sorry but we can't find any streaming sessions from you. Are you having issues with the PS Network? If that's the case, please report the issue at the following forum.

     

    http://community.us.playstation.com/t5/PlayStation-Network-Support/bd-p/22039

    0
  • shortypmo (PlayStation Support)


    drizzy_DRAKE420 wrote:
    Your PSNID- drizzy_drake420
    Internet Service Type (Select from the following): DSL
    Connection Type (Select from the following): Wired
    Internet Service Provider: AT&T U-verse
    Access Point/Router Brand and Model: arris NVG589


    We are investigating your issue. Will let you know once we have any update.

     

    Thank you for your patience!

    0
  • shortypmo (PlayStation Support)


    MarkoMars007 wrote:

    Hello,

     

    How to get a refund on ps now order?

     

    ps4 says i heve slow connection but infact i have 100/100 Mbit connection. Playstation Now does not work but i have lost my money, i would like a refund.

     

    Marko Hoolma

     

    Markomars007

     

    ebay@hoolma.eu

     

    order nr  8017977177

     

    total 19,99$


    We don't support PS Now outside of North America at the moment. I'm surprised you were able to stream all the way from Estonia!

    You can request your refund from the chat support:

     

    http://us.playstation.com/chat 

    0
  • You may also what to check with your ISP. See just beacuse you can view thing's like Hulu Plus and upcomig PlayStation Vue service. Doesn't mean it well work with thing's PS Now and  Skype.

    0
    • Your PSNID : Coelorum
    • Internet Service Type (Select from the following): Fiber optic
    • Connection Type (Select from the following): Wired
    • Internet Service Provider: Verizon Fios
    • Access Point/Router Brand and Model: Router
    • Explanation of the connection issue you're experiencing: I can usually play games for about 30 mins or so, sometimes longer. But i've had multiple issues of the game randomly losing quality, then disconnecting me after 20 seconds.
    0
  • Lightning_Slap (PlayStation Support)

    Hello Coelorum, 

     

    We need to know the actual brand/model# of the router or access point you are using (like the wireless router connected to your modem, or if is a 2-in-1, just the name/brand of the modem).

    0
  • Your PSNID: AyRod-ThaGod

    Internet Service Type: DSL

    Connection Type: Wireless

    Internet Service Provider: Windstream

    Access Point/Router Brand and Model: Sagemcom Wireless ADSL Router Model F@ST 1704N

    0
  • shortypmo (PlayStation Support)

    AyRod-ThaGod,

     

    Unfortunately your connection speed doesn't meet the recommended 5mbps. You can try the suggested troubleshooting in the following KB article but I'm not sure if that's enough to speed up your connection.

     

    https://support.us.playstation.com/app/answers/detail/a_id/5299

    0
  • I think that's too much stuff to do to play a game. Sony said you can run ps now on 8 Mbps . I can't hook my ps4 on hard wire so I have to use my wifi . I say this is sucks and I can't get everybody off my internet to play . I wish I known this before I purchase this . Thank Sony for another crappy device
    0
    • Your PSNID - harryjohnson17
    • Internet Service Type (Select from the following): Cable - 25MBps
    • Connection Type (Select from the following): Wireless 
    • Internet Service Provider: Comcast
    • Access Point/Router Brand and Model: ASUS RT-AC66U
    • Explanation of the connection issue you're experiencing

    I am getting frequent disconnects. Games always seem to load fine and then soon after the game starts to lag and I see graphic glitches. Have factory reset and am on latest firmware, 3.0.0.4.376_3754. Sometimes I am able to play fine for up to 10-15 mins at a time but every session I play I get at least a disconnect or unplayable lag.  My PS gets 10mb down/5mb up on download test and I have 88% average wireless signal. Weird that I place my laptop next to PS and speedtest gets more like 20Mbps down/10Mbps up.

     

    Thanks

    0
  • Please ignore this. I ended up moving my router and now I am not having any issues. Thanks
    0
    • Your PSNID= njd3vil22
    • Internet Service Type = verizon fios
    • Connection Type = wired
    • Internet Service Provider: verizon
    • Access Point/Router Brand and Model: Verizon MI424WR rev. I Router
    • Explanation of the connection issue you're experiencing= for the last two nights my psnow service wont connect to network when I try to play the games. It suggest my interent is to blame, however my wired connection is fine! I can watch netflix for example on ps4 right after the ps now service fails
    0
  • shortypmo (PlayStation Support)

    njd3vil22,

     

    I've escalated your issue to be investigated by the engineers. I will inform you when there is any update.

     

    Thank you for your patience!

    0
  • Been 4 days now and service still will not work. I've downloaded games off of the store and played them so it's definately not a speed or normal connection issue on my side.
    0
  • shortypmo (PlayStation Support)

    njd3vil22,

     

    My apologies for the delay in response. Unfortunately the engineers do not have any update at the moment. As soon as I get any update, I'll let you know.

     

    Thank you for your understanding.

    0
  • shortypmo (PlayStation Support)

    njd3vil22,

     

    Our engineer investigated and they'd like to see if turning down the MTU setting on your PS4 would help.

    You can access the MTU setting by going through following menu.

     

    PS4 -> Settings -> Network -> Setup -> Use LAN -> Custom -> MTU Settings -> Manual

     

    Can you give this a try and see if it works?

    0
  • I did that, turned that down to 576 it was at 1500. 576 is the lowest it would alow. Still wont connect to the ps now service but connects to netflix, to other online games on my hard drive and to the playstation store.

    0
  • shortypmo (PlayStation Support)

    Can you try setting the MTU to 1454?

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  • Good news is that worked!!! However I still payed 19 for a month of service, and it wouldnt work for over a week. Can I get some sort of credit for this issue?

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