Having Trouble Staying Connected?

How do I resolve issues connecting online?

Answer

If you are having trouble connecting online or staying connected while playing online on your Playstation 3, please perform all the troubleshooting tips listed below:

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Turn off your modem and leave it un powered for two minutes before restarting it. (This process will restart your Internet connection.)

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Try connecting your Playstation 3 directly to the Cable/DSL modem using an ethernet cable.

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If you are using a router, please try disabling your firewall on the router to see if there is a conflict. If this resolves the issue, please contact your router manufacturer to ensure that the router is configured correctly to allow gameplay online.

• Online Ports:
  
• 
  
  
  
  • UDP 3658 (peer to peer)
    
  • TCP 6000 (VOIP)
    
  
  

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There may be a corruption in the game or update files that are stored on the system itself. Please try deleting these game files and try the connection again. To do this:

1. Press the PS button on the controller to enter the PLAYSTATION 3 XBM (XrossMediaBar).
   
2. Select the Game tab.
   
3. Select the Save Data Utility and press the X button.
   
4. Find and delete all the game data or roster files listed.
   Note: When you play online, the online roster will automatically download before an actual match starts.
   

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You can also try creating a new Playstation Network Account.

1. Press the PS button the controller to enter the Playstation 3 XBM (XrossMediaBar).
   
2. Select the Users tab.
   
3. Select Create a New User Account and press the X button.
   
4. Enter a name for the account and login to the new user account.
   
5. Select the Friends tab.
   
6. Select Sign up for Playstation Network and press the X button.
   Note: When creating the new Playstation Network account, please use a different, valid, accessible e-mail address.
   

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If you have access to another internet connection, please try the system at this location.

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If you still have an issue, please click the Contact Us link in the left hand menu, in the Question text field, please answer the questions and provide as much of the information requested below as possible:

• What is your Playstation 3 Account name? What is the e-mail address associated to it?
  
• A detailed account on the events that occurred which lead to this issue. (Please include exact error messages, if any.)
  
• Do you run other programs while playing the game? (i.e., music players, downloaders, web browsers)
  
• Did this game ever run fine online before?
  
• Who is your Internet Service Provider?
  
• What type of connection do you have?
  
• Is your Internet connection shared (i.e., in a workplace, apartment complex, educational institution)?
  
• Do you have any other device that is connected to the router or modem?
  
• Is your wireless network secure?
  
• Do you have a router? If so, is it wired or wireless? What is the brand and model.