Jaime M.: Hi, my name is Jaime M.. How may I help you?
Abdi drew: hello
Abdi drew: im having troube signing in
Abdi drew: it tells me NW-31456-9
Abdi drew: are your servers down?
Jaime M.: I am really sorry to hear that you are not able to access to your account Abdi, let me look into this for you today and let’s fix this as soon as possible.
Jaime M.: I understand your concern, let me tell you that we are running some updates for the PSN as well this updates include maintenance for the Store, you might experience some difficulties while trying to buy, log into your account, downloading content, etc. We appreciate your patience, since this is a normal procedure to keep the features and update the store with the latest games and discounts for the PSN. I'd advise you to try in a later time, since this process could take some time.
Jaime M.: However, Just to have a better diagnostic what the issue could be Abdi, I would like to troubleshoot your Playstation system first.
Jaime M.: I will do my best to fix this for you Abdi, don't worry.
Abdi drew: okay
Abdi drew: thanks
Abdi drew: so do you need my mac address?
Jaime M.: You are welcome Abdi.
Jaime M.: No Abdi, don't worry. Lets try the following steps in order to have a more stable connection with a custom internet set up:
- Select all the settings as Automatic
- Proxy – Do not use
- DNS Settings (Manual), use the following Google DNS:
- Primary DNS 8.8.8.8
Secondary DNS 8.8.4.4
- MTU- Automatic
- Proxy Server - Do not use
- UPnP (Enable)
- Press 'X' - Test connection
- Back and try to connect again.
Jaime M.: You will need to perform this action on your PS4 in the option Settings > Network > Set up Internet connection > Use Wifi/or Wired > Custom > Scan.
Abdi drew: okay
Jaime M.: Alright Abdi, I will be here assisgting you and let me know after finished the process please.
Abdi drew: okay will do
Jaime M.: Sure Abdi, go ahead.
Abdi drew: what do i put as my subnet mask?
Jaime M.: Sorry Abdi, what did you mean ?
Abdi drew: im inputting my primary and secondary DNS but i cant continue until all the feilds are filled
Abdi drew: ive done my ip but what should i input for Subnet mask?
Abdi drew: btw i clicked on manual setup
Jaime M.: Sorry Abdi but as far as I know when you are performing this action it never gives an option named 'Subnet mask'.
Abdi drew: but when i click custom setup forwifi it dosent give me the option to change my DNS
Jaime M.: Abdi, ar you following the steps that I have provided you ?
Jaime M.: After the option 'Proxy' you will select 'Do not use' and then it will give your the options to add the DNS.
Abdi drew: yes sorry i was at fault there
Abdi drew: okay so everything is good so far im gonna test it out
Jaime M.: Sure, go ahead Abdi, hopefully it will work fine.
Abdi drew: it says cannot connect
Jaime M.: Lets give it a try again step by step Abdi.
Jaime M.: You will need to perform this action on your PS4 in the option Settings > Network > Set up Internet connection > Use Wifi/or Wired > Custom > Scan.
Abdi drew: yes done
Jaime M.: Alright now select your connection and enter your password.
Abdi drew: okay done next
Jaime M.: Alright now IP Address- Automatic .
Abdi drew: okay check next
Jaime M.: Now Proxy – Do not use.
Abdi drew: okay
Jaime M.: Now DNS Settings select Manual, and use the following Google DNS:
- Primary DNS 8.8.8.8
Secondary DNS 8.8.4.4
- MTU- Automatic
Abdi drew: okay next
Jaime M.: Then MTU- Automatic.
Abdi drew: youve mentioned that earlier
Jaime M.: Oh, sorry, Now select Proxy Server - Do not use
Abdi drew: okay got it
Jaime M.: Then UPnP (Enable) .
Abdi drew: yes.. exactly there, it dosent display that
Abdi drew: it just says internet settings updated
Jaime M.: That sounds weird Abdi, well in that case lets try to connect again alright.
Abdi drew: aright so should i try signing in?
Abdi drew: everything was successful up until psn sign in
Jaime M.: Exactly Abdi, please.
Abdi drew: no luck any other suggestions?
Communication with the Oracle RightNow CX Cloud Service Chat service has been lost. Please wait while attempts are made to restore the connection.
Disconnection in 600 seconds.
Connection resumed.
Jaime M.: I am really sorry to hear that Abdi but it sounds weird that it didn't show the option 'UPnP'.
Jaime M.: Let me ask you, are you currently located in US ?
Abdi drew: no Canada
Abdi drew: thing is i have this game i purchased from psn stores before this occured and it is still downoading content from psn
Abdi drew: but im not even signed in?
Jaime M.: Interesting. Well and did you try to stop the download already Abdi?
Abdi drew: well no, should i try?
Jaime M.: Before doing that Abdi, what is the download progress ?
Abdi drew: its almos finished id say around 85%
Jaime M.: I understand Abdi, in that particular case here is my advice.
Jaime M.: Please wait until the download finishes and then you will need to go on Settings > Initialization > Restore default settings > Turn your PS4 and turn it back on after 20 seconds.
Jaime M.: Then you will need to perform this same operation again on Settings > Network > Set up Internet connection > Use Wifi/or Wired > Custom > Scan.
Jaime M.: And then give these steps try again :
IP Address- Automatic
- Proxy – Do not use
- DNS Settings (Manual), use the following Google DNS:
- Primary DNS 8.8.8.8
Secondary DNS 8.8.4.4
- MTU- Automatic
- Proxy Server - Do not use
- UPnP (Enable)
- Press 'X' - Test connection
- Back and try to connect again.
Jaime M.: It soul work fine.
Jaime M.: It should work fine.
Abdi drew: okay aright thanks
Jaime M.: Maybe is because a file is downloading and that is why is not working.
Abdi drew: should i delete it?
Jaime M.: No Abdi, just wait until it finishes and then follow the steps that i have provided you .
Abdi drew: Ahh.. rhanks problem solved.
Jaime M.: If you have any other problem again please feel free to get in contact with us again .
Jaime M.: Alright Abdi . Thank you for contacting PlayStation Chat Support, have a nice day.
Jaime M. has disconnected.
-So yeah basically what you have to do is just go on system settings network and follow
IP Address- Automatic
- Proxy – Do not use
- DNS Settings (Manual), use the following Google DNS:
- Primary DNS 8.8.8.8
Secondary DNS 8.8.4.4
- MTU- Automatic
- Proxy Server - Do not use
- UPnP (Enable)
- Press 'X' - Test connection
- Back and try to connect again.
Thanks and please give me suggestions as to how it worked for you.
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