A number of PlayStation 5 users are encountering a bug preventing them from downloading games, with a full factory reset the only known solution.
According to a VGC reader and corroborated by IGN, PS5 games are getting stuck in a “Queued for Download” limbo, wherein the system thinks that the game is downloading, but the download queue will be empty and won’t clear.
The only current solution is seemingly a full factory reset, wiping all user data from the console.
Both IGN and VGC’s reader—who supplied the images below—experienced the problem when attempting to download Call of Duty: Black Ops Cold War.
IGN reports that the issue can take two forms: after attempting to download a title, it’s either listed as Queued for Download, or as having suffered a download error.
The title will appear in your Game Library, but if you look for the product in the PS5 Store it’s listed as available, suggesting the user doesn’t own it.
VGC has contacted Sony for comment on this report.