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21 Apr 2011
Beta Tester
Playstation Staff

PSN Outage and FAQ- Updated Tuesday 18th May

[ Edited ]
4,484 Replies 500,188 Views edited 18-05-2011

[Update 18/5/11]

 

Please note that PSN sign in is currently unavailable for the following services:

 

 

PlayStation.com
PlayStation forums
PlayStation Blog
Qriocity.com
Music Unlimited via the web client
All PlayStation game title websites

 

 

Unfortunately this also means that those who are still trying to change their password password via Playstation.com or Qriocity.com will be unable to do so for the time being.  This is due to essential maintenance and at present it is unclear how long this will take.

 

In the meantime you will still be able to sign into PSN via your PlayStation 3 and PSP devices to connect to game services and view Trophy/Friends information.

 

 

[Update 17/5/11]

 

If you have any queries regarding the PSN outage, please click on the link below. This will hopefully answer some of your questions. If you have any addtional queries please post them in this board and I will update the FAQ.

 

* FAQS for PSN Outage* 

 

I am having issues resetting my PSN Password? (error code 80023156)


 

Email Password Reset Notice


Some of you have mentioned that you have not received your password reset emails. With the huge number of people coming back online at the same time and resetting their passwords, it is creating significant email traffic to ISPs. The consequence is that some of the ISPs are throttling the emails.

We are currently trying to resolve this, but in the meantime please be patient and refrain from submitting multiple requests. You will receive you reset email and be able to get back to enjoying your online gaming.

 

Update:
We’re currently experiencing an extremely heavy load of password resets, so we recently had to turn off services for approximately 30 minutes to clear the queue.

If you’ve requested your password reset, please give it a bit of time to reach your email.

 

Update #3 15/5/11

 

PSN Restoration Begins Now

 

Thank you for your patience and encouragement over the last few weeks. As covered in the post from earlier today, you can now update the firmware on your PS3 and change your password. Kazuo Hirai just announced that we have begun the phased restoration by region of some of the services, starting with online multiplayer functionality.

Please note that these services will take a bit of time to be turned on and rolled out to the whole region. The process has begun and some countries are being turned on now, so please be patient as we reach you.

In the meantime, now’s a great time to get your PS3′s firmware updated and change your password, both of which are required to get online.

 

Update #2 15/5/11


Statement from Kazuo Hirai

 

 

 

Update #1 15/5/11


PS3 System Software Update 3.61

 

We have been working on a new PS3 system software update that requires all PSN users to change their password once PlayStation Network is restored. The update (v3.61) is mandatory and is available now.

If using a PS3, your password can only be changed on your own PS3 (or a PS3 on which your PSN account was activated), as an added layer of security. If you have never downloaded any content using your account on the system, an email will be sent to the registered sign-in ID (email address) associated with your account when you first attempt to sign-in to PSN. This e-mail will contain a link that will enable you to change your password. In this email, click on the link and follow the instructions to change your password. Once you have changed your password you can sign-in to your account using your new password.

We strongly recommend that all PSN account holders with PS3s update their systems to prepare for when PlayStation Network is back online. The release of this update is a critical step as we work to make PlayStation Network significantly more secure. Thank you for your continued support and patience.

 

 

--------------------------------------------------------------------------------------------

 

 

The PSN is undergoing an outage and currently these services have been affected:

 

  • Qriocity
  • PlayStation Store
  • Account management

We will update this thread with more information and when the PSN resumes normal operation.

 

For more information for:

 

Spanish Community please see here

Portugese Community please see here

French Community please see here

Italian Community please see here

German Community please see here

Scandinavian Community please see here

Russian Community please see here

 

Please note that some people will be unable to log into the forums due to the PSN outage. If you have any queries please tweet me and I will endeavour to answer them. I will also put together a FAQ when I have more information (and to help when the PSN returns).

 

[Update 13/05/11]

 

Thank you for your continued patience during this the PSN downtime. At the moment there is no specified time for the PSN return, although all efforts are being made to ensure this happens as soon as possible .

 

If there are any questions regarding the outage, please PM or Tweet me and I will put together some answers and guides when the PSN returns.

 

:Thumbs:

 

RabidWalker

 

[Update 10/05/11]- Nick Caplan- Head of Communications, SCEE

 

I know you all want to know exactly when the services will be restored. At this time, I can’t give you an exact date, as it will likely be at least a few more days. We’re terribly sorry for the inconvenience and appreciate your patience as we work through this process.

 

[Update 09/05/11]

 

Regarding the aim of  the full restoration of PSN services by the 31st May : -

 

Restoration of Online Gamplay is the FIRST phase of the plan to restore the PSN.

 

[Update 07/05/11] Nick Caplan- Head of Communications, SCEE

 

As you may know, we’ve begun the process of restoring the service through internal testing of the new system. We’re still working to confirm the security of the network infrastructure, as well as working with a variety of outside entities to confirm with them of the security of the system. Verifying the system security is vital for the process of restoration. Additional comprehensive system checks and testing are still required, and we must complete that process before bringing the systems online.

 

As you’ve heard us say, our utmost priorities are the security of the network and ensuring your data is safe. We won’t restore the services until we can test the system’s strength in these respects.

 

When we held the press conference in Japan last week, based on what we knew, we expected to have the services online within a week. We were unaware of the extent of the attack on Sony Online Entertainment servers, and we are taking this opportunity to conduct further testing of the incredibly complex system. We know many of you are wanting to play games online, chat with your friends and enjoy all of the services PlayStation Network and Qriocity services have to offer, and trust me when I say we’re doing everything we can to make it happen. We will update you with more information as soon as we have it. We apologize for the delay and inconvenience of this network outage.

 

[Update 06/05/11] Nick Caplan- Head of Communications, SCEE

 

As you will have read in the letter from Sir Howard Stringer, that we posted a few hours ago, in the US we are offering all PSN users one year’s free access to an identity protection scheme. I can assure you that here in the SCEE region, we are working incredibly hard to offer you something very similar. As is often the case here, with so many countries in our region, this is a very complicated thing to achieve, but we are close.

 

F.A.Q.'s posted recently on the Blog:

 

 

Q: Will our download history/friends list/settings be affected by the PSN downtime?
A: No, they will not.

Q: Will trophies that were earned in single-player offline games during the outage be intact when the service resumes?
A: These trophies are intact and will be re-synched when the network is once again operational.

Q: Will my PS+ cloud saves be retrievable?
A: Yes, once PSN is restored.

Q: What if we have a subscription to PS3 MMOs DC Universe Online or Free Realms? Will we get compensation for that?
A: From Sony Online Entertainment: “We apologize for any inconvenience players may have experienced as a result of the recent service interruption. As a global leader in online gaming, SOE is committed to delivering stable and entertaining games for players of all ages. To thank players for their patience, we will be hosting special events across our game portfolio. We are also working on a “make good” plan for players of the PS3 versions of DC Universe Online and Free Realms. Details will be available soon on the individual game websites and forums.”

Q: Will there be a goodwill gesture for the time we haven’t been able to utilize PSN/Qriocity?
A: We are currently evaluating ways to show appreciation for your extraordinary patience as we work to get these services back online.

Thank you for your continued feedback.

 

Q: Are you working with law enforcement on this matter?
A: Yes, we are currently working with law enforcement on this matter as well as a recognised technology security firm and local law enforcement to conduct a complete investigation. This criminal attack against our system and against our customers is a criminal act and we are proceeding aggressively to find those responsible.

Q: Was my personal data encrypted?
A: All of the data was protected, and access was restricted both physically and through the perimeter and security of the network. The entire credit card table was encrypted and we have no evidence that credit card data was taken. The personal data table, which is a separate data set, was not encrypted, but was, of course, behind a very sophisticated security system that was breached in a malicious attack.

Q: Was my credit card data taken?
A: While all credit card information stored in our systems is encrypted and there is no evidence at this time that credit card data was taken, we cannot rule out the possibility. If you have provided your credit card data through PlayStation Network or Qriocity, out of an abundance of caution we are advising you that your credit card number (excluding security code, sometimes called a CVC or CSC number) and expiration date may have been obtained.

Q: What steps should I take at this point to help protect my personal data?
A: For your security, we encourage you to be especially aware of email, telephone, and postal mail scams that ask for personal or sensitive information. Sony will not contact you in any way, including by email, asking for your credit card number or other personally identifiable information. If you are asked for this information, you can be confident Sony is not the entity asking. When the PlayStation Network and Qriocity services are fully restored, we strongly recommend that you log on and change your password. Additionally, if you use your PlayStation Network or Qriocity user name or password for other unrelated services or accounts, we strongly recommend that you change them, as well.

To protect against possible identity theft or other financial loss, we encourage you to remain vigilant, to review your account statements and to monitor your statements.

Q: What if I don’t know which credit card I’ve got attached to my PlayStation Network account?
A: If you’ve added funds to your PlayStation Network wallet in the past, you should have received a confirmation email from “DoNotReply@ac.playstation.net” at the email address associated with your account. This email would have been sent to you immediately after you added the funds, and will contain the first four digits and last four digits of your credit card number. You can also check your previous credit card statements to determine which card was attached to your PlayStation Network or Qriocity accounts.

Q: When or how can I change my PlayStation Network password?
A: We are working on a new system software update that will require all users to change their password once PlayStation Network is restored. We will provide more details about the new update shortly.

Q: Have all PlayStation Network and Qriocity users been notified of the situation?
A: In addition to alerting the media and posting information about it on this blog, we have also been sending emails directly to all 77 million registered accounts. It takes a bit of time to send that many emails, and not every email will still be active, but this process has been underway since yesterday. At this time, the majority of emails have been sent and we anticipate that all registered accounts will have received notifications by April 28th. Consumers may also visit uk.playstation.com/psnoutage and www.qriocity.com for notices regarding this issue. In addition, we have taken steps to disseminate information regarding this issue to media outlets so that consumers are informed.

Q: What steps is Sony taking to protect my personal data in the future?
A: We’ve taken several immediate steps to add protections for your personal data. First, we temporarily turned off PlayStation Network and Qriocity services and, second, we are enhancing security and strengthening our network infrastructure. Moving forward, we are initiating several measures that will significantly enhance all aspects of PlayStation Network’s security and your personal data, including moving our network infrastructure and data center to a new, more secure location, which is already underway. We will provide additional information on these measures shortly.

Q: Has Sony identified the party or parties responsible for the PlayStation Network hack and subsequent theft of personal information?
A: We are currently conducting a thorough investigation of the situation and are working closely with a recognised technology security firm in order to find those responsible for this criminal act, no matter where in the world they might be located.

Q: When will the PlayStation Network and Qriocity be back online?
A: Our employees have been working day and night to restore operations as quickly as possible, and we expect to have some services up and running within a week from yesterday. However, we want to be very clear that we will only restore operations when we are confident that the network is secure.

 

For latest information please check out our EU Blog

 

If you have any queries regarding the PSN downtime that you would like me to address- be it security or account related please PM me, or catch me on Twitter @RabidWalker

 

I will address as many of these as I can during the downtime and when the service resumes.

 

Message 1 of 4,485 (500,188 Views)
Level 5
 
Playstation Staff

Re: Maintenance scheduled today Thursday 21st April 2011

So this is why I was getting the A06 error. Once maintenance has been completed will we be able to sign in as normal, without any problems?
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Message 2 of 4,485 (500,144 Views)
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Playstation Staff

Re: Maintenance scheduled today Thursday 21st April 2011

Damn, been working away all week and wanted to get my game on this morning before I am away again, is their any expected/approximate time for it to be back up?


現在、サーバーのメンテナンス中です。 


ORG has become the UK’s leading voice defending freedom of expression, privacy, innovation, consumer rights and creativity on the net.
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Re: Maintenance scheduled today Thursday 21st April 2011

any idea, roughly, when we will be able to sign in?
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Re: Maintenance scheduled today Thursday 21st April 2011

Something tells me this was unplanned maintenance
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Playstation Staff

Re: Maintenance scheduled today Thursday 21st April 2011

Thanks for the heads up will it cure the 80710092 that many of us have been facing?

SneezeSneeze
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Message 6 of 4,485 (499,808 Views)
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Playstation Staff

Re: Maintenance scheduled today Thursday 21st April 2011

 


B1GbOnG wrote:
Something tells me this was unplanned maintenance

 

Planned/unplanned if it has to happen it has to happen, why does that matter? Its better this morning then tomorrow when everyone/most people are on holiday.

 

 

Something is seriously wrong with PSN since those attacks. I'd rather Sony get to the bottom of it with what ever means they need to.

Message 7 of 4,485 (498,750 Views)
Level 6
 
Playstation Staff

Re: Maintenance scheduled today Thursday 21st April 2011

I hope this fixes what ever damage those attacks have done because since then PSN has been crap for me. If it needs done it needs done lets just hope they fix it and we can sign in consistently again.

PSN: SlickShoes
Steam: Skiiba
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Message 8 of 4,485 (497,408 Views)
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Re: Maintenance scheduled today Thursday 21st April 2011

Why now?

 

 

BradleySig
ZeroPatrol
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Message 9 of 4,485 (495,469 Views)
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Playstation Staff

Re: Maintenance scheduled today Thursday 21st April 2011

I think it's best they do it now. As it's bank holiday weekend and the PSN is going to get hammered. Even if it is a BBQ Singstar party. :smileytongue:

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