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21 Apr 2011
By RabidWalker

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PSN Outage and FAQ- Updated Tuesday 18th May

[ Edited ]
4,484 Replies 501,986 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.

 

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I prefer to get my information direct from the horses mouth, not the horses butt

Re: PSN Outage [UPDATE - Saturday 7th May 2011]

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GiggIz wrote:

I prefer to get my information direct from the horses mouth, not the horses butt


:Thumbs:

 

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MBV747A wrote:

 


Hentis wrote:

 

Err hold on I thought it was 2 free games from a chice of five.

tell you what I belive it when I see it.

 

Hentis


It is. Yet another BS article.

 


Yea I saw this on a game news site so its not true until confirmed lol, & its said two free PS3 game out of 5 or 2 free PSP games out of 4 

only listen to official post from Sony not game site news :Stupid:

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Re: PSN Outage [UPDATE - Saturday 7th May 2011]

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gramreaper666 wrote:

MBV747A wrote:

 


Hentis wrote:

 

Err hold on I thought it was 2 free games from a chice of five.

tell you what I belive it when I see it.

 

Hentis


It is. Yet another BS article.

 


Yea I saw this on a game news site so its not true until confirmed lol, & its said two free PS3 game out of 5 or 2 free PSP games out of 4 

only listen to official post from Sony not game site news :Stupid:


 

 

You mean the same gaming bloggers who thought it was great to trash sony on international news?

 

Yeah, believe them :)

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Re: PSN Outage [UPDATE - Saturday 7th May 2011]




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gramreaper666 wrote:

MBV747A wrote:

 


Hentis wrote:

 

Err hold on I thought it was 2 free games from a chice of five.

tell you what I belive it when I see it.

 

Hentis


It is. Yet another BS article.

 


Yea I saw this on a game news site so its not true until confirmed lol, & its said two free PS3 game out of 5 or 2 free PSP games out of 4 

only listen to official post from Sony not game site news :Stupid:


What the official blog post actually said was this:

We will be offering PSN users the opportunity to select two PS3 games from a list of five, as well as offering PSP users the opportunity to choose two games from a list of four.

Which could mean 2 PS3 games AND 2 PSP games if you own both consoles. Time will tell...

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Seems quiet,

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Re: PSN Outage [UPDATE - Saturday 7th May 2011]

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Proud PlayStation fan and cartoonist.

Also the member of the TheVitaLounge and PSVitaDirect community,
http://thevitalounge.net/
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PROOF OF ONLINE ACTIVITY KILLZONE 2 ....in the last 24 hours 2 people used online service and posted stats ..http://www.killzone.com/kz/leaderboard_warzone.psml?kz_pageNum=1&kz_sortCol=game_points&kz_sortOrder...

Re: PSN Outage [UPDATE - Saturday 7th May 2011]

HACKERS ARE THEIVES
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supersmith2500 wrote:

Seems quiet,


Just the calm before the storm lol.

 

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billtool wrote:

PROOF OF ONLINE ACTIVITY KILLZONE 2 ....in the last 24 hours 2 people used online service and posted stats ..http://www.killzone.com/kz/leaderboard_warzone.psml?kz_pageNum=1&kz_sortCol=game_points&kz_sortOrder...


Oh Wow! Nice find, one name has 70, and one has 71, Perhaps some Dev accs? :S

 

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Re: PSN Outage [UPDATE - Saturday 7th May 2011]

[ Edited ]
Understand that two people always where under the name '' lalapro '' before you start cyber bullying people. - Radka
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ithink u mean you tube


lalapro wrote:

 


Tommy012345 wrote:

 


MBV747A wrote:

 


lalapro wrote:

Due to Complications with SOE, A Manager for Sony US states that PSN could be down for an other week... :(


 

Are they connected? If so, why didn't they realise as soon as they took PSN down?

 

I thought SoE servers were taken down AFTER psn was? Meaning they are 2 separate things? So why would it affect PSN getting back up and running?

 

I think my head is about to explode lol.

 

 


From what been said, SOE servers going offline only affected Everquest, DCUO ect...

 


 

 

They are both interlinked in a way, I trust that SOE also needs a better update to there server, so its effecting the time it takes to get PSN up because they need to do what ever they need to do, This has effected the time frame for PSN, And now unffortly the Manager for support said that they no longer know of a time frame when the servers will turn on, if you look at my past posts here you'll find a youtub i've been linking of a guy calling sony every day.


i Think you mean you tube

 

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Re: PSN Outage [UPDATE - Saturday 7th May 2011]

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Just a quick question, please can you email me if you no anything will.perry@virgin.net When do you exect PS Store to be back up, it's just i'm trying to play homefront online and i cannot activate my "battle code", please if you have any info on when its coming back up, please like i said email me.

 

IPeSzA

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@ IPeSzA Im positive that you will av to wait till ps stores back for your battle code dl but im lovin HOMEFRONT right about now n i know for a fact you can play online still without it m8, It just means you can only progress to level 5 untill you Dl your battle code, you can still u can use most weapons aswel, it just means you gotta shoot some1 in the face n jack there's!lol Anyway m8 hope that cleared that up for you n feel free to ad me if you want some back up!lol See you on the Front!!! Oh n sorry but the quote buttons not working for me
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Re: PSN Outage [UPDATE - Saturday 7th May 2011]


I DONT NEED LUCK? I GOT AMMO!!!
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Here's a more up to date version of the chart I made a while back. This one also made by me.

PSN outage chart 2.png

Re: PSN Outage [UPDATE - Saturday 7th May 2011]

-----------------Those links in my signature are sooooooo good. Seriously, type up ALL the web adresses. ALL OF THEM.
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dose anyone know if double xp for black ops will be availible to us now that  the service is back

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Re: PSN Outage [UPDATE - Saturday 7th May 2011]

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Hey Guys.

 

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.

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Re: PSN Outage [UPDATE - Saturday 7th May 2011]

[ Edited ]
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gardenguy wrote:

dose anyone know if double xp for black ops will be available to us now that  the service is back


I seen one of the devs on twitter mention while ago, once PSN back back and stable. There would be a double XP event, that we missed out on. Your safe :D

 

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Re: PSN Outage [UPDATE - Saturday 7th May 2011]

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Maintenance...So i'm guessing someoen hacked the service again?
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Re: PSN Outage [UPDATE - Saturday 7th May 2011]

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I don't think so. SonyEu on twitter said something about changing passwords or emails would mean a small amount of maintenance.
https://twitter.com/#!/PlayStationEU
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Re: PSN Outage [UPDATE - Saturday 7th May 2011]

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Cringles88 wrote:

 


gardenguy wrote:

dose anyone know if double xp for black ops will be available to us now that  the service is back


I seen one of the devs on twitter mention while ago, once PSN back back and stable. There would be a double XP event, that we missed out on. Your safe :D

 


few thank god hopfully they sort out something with the new map pack as well:smileywink:

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lol cheers mate, will do now =D
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hey man i have the same problem, i just bought this game lastnight, didnt know i had to use the ps store to lvl up, what kinda ship is that. who makes a game to where u have to buy an extra part so u can use the whole game. i mean we already bought it so come on man..... plus i bought a preowned one, i might have to pay to use all the weapons and lvl up...BULL *****
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Re: PSN Outage [UPDATE - Saturday 7th May 2011]

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