this is my situation as of today, called 4 times, online chat 2 times, @askplaystation 8 times.
Jhonatan (10/6/2017, 2:22:32 PM): Hello, My name is Jhonatan how may I assist you today?
Me (10/6/2017, 2:23:06 PM): hi, I am locked out of all my content because the update 5.0 says so
Me (10/6/2017, 2:23:15 PM): I cannot update
Me (10/6/2017, 2:23:53 PM): please explain to me why
Me (10/6/2017, 2:24:06 PM): hello?
Jhonatan (10/6/2017, 2:24:39 PM): Hello Brian
Jhonatan (10/6/2017, 2:24:55 PM): I am sorry to know you are having some issues with your content, let me go ahead and investigate this for you
Jhonatan (10/6/2017, 2:25:27 PM): Could you please be so kind and explain to me a little bit more of your issue ? please share with me a description of the issue and also all the errors messages you are getting.
Me (10/6/2017, 2:26:01 PM): system software update 5.0 will not install
Me (10/6/2017, 2:26:47 PM): i cannot log into psn
Me (10/6/2017, 2:27:29 PM): I cannot set my ps4 as my primary or verify my log in on family share
Me (10/6/2017, 2:27:54 PM): as my account on my ps4 is the owner of the completely digital games, I am locked out
Jhonatan (10/6/2017, 2:27:55 PM): I understand, thanks for the information
Jhonatan (10/6/2017, 2:28:07 PM): May I please know whats the online id and email of the master account ?
Me (10/6/2017, 2:28:27 PM): Triscythe :online ID
Me (10/6/2017, 2:28:34 PM): email removed
Me (10/6/2017, 2:28:59 PM): if I type that into request chat, I am locked out, for no reason
Me (10/6/2017, 2:29:31 PM): 6 times with my correct info over 2 days and i could not get a chat
Jhonatan (10/6/2017, 2:30:11 PM): Thank you so much, is there any way you can provide me whats the exact message you are getting on the screen ?
Me (10/6/2017, 2:30:23 PM): an error occured
Jhonatan (10/6/2017, 2:30:42 PM): Please go to [Settings] > [Initialization] > [Restore Default Settings]. and press X Me (10/6/2017, 2:30:57 PM): already did that, over and over
Me (10/6/2017, 2:31:17 PM): It is your mandatory update Jhonatan (10/6/2017, 2:31:23 PM): Are you having the same issue with any other account ?
Me (10/6/2017, 2:31:51 PM): sure?
Me (10/6/2017, 2:32:21 PM): I'm locked out of the network, my account isnt the issue, you disabled my hardware
Me (10/6/2017, 2:33:12 PM): We are unable to process your Chat request at this time. You can tweet support questions to @AskPlayStation or contact us by phone at 800-345-7669. Thank you!
Me (10/6/2017, 2:33:34 PM): in case you were asking what playstation says to me when I request a chat with my correct info
Jhonatan (10/6/2017, 2:34:45 PM): Ok, not a problem, before providing some steps for you, may I know know are all the steps you have performed ?
Me (10/6/2017, 2:36:54 PM): in safe mode : restore system database- no change,initialize: restore default settings - no change now my games will be gone even if they werent locked correct?
Me (10/6/2017, 2:37:58 PM): has the official 5.0 system software update been modified in the last 72 hours? NO, then nothing has changed
Jhonatan (10/6/2017, 2:38:40 PM): Thank you so much for the information
Jhonatan (10/6/2017, 2:38:58 PM): Thank you so much for reporting this issue you are having with the new system software, no worries, I will go ahead and explain this for you, may you please provide me the error code you are getting, tell me since when are you getting this message and also the serial number, model number ( The serial number of the console can be found in the Bar Code sticker located in the bottom or back of the console )
Me (10/6/2017, 2:39:38 PM): sure Me (10/6/2017, 2:40:01 PM): removed Me (10/6/2017, 2:40:04 PM): serial Me (10/6/2017, 2:40:20 PM): CUH-1001A model Me (10/6/2017, 2:40:56 PM): E-801809A8 Me (10/6/2017, 2:41:00 PM): error code
Jhonatan (10/6/2017, 2:41:05 PM): Thanks for the information, just to make sure, you mentioned this is happening after the update right ?
Me (10/6/2017, 2:41:39 PM): I mentioned the update will not install, that is the error that system software update says
Me (10/6/2017, 2:42:04 PM): I'm not locked out because of the error
Me (10/6/2017, 2:42:38 PM): I'm locked out because this update in mandatory, I'm locked out because your beta test didn't catch a major flaw
Jhonatan (10/6/2017, 2:43:10 PM): Thanks for all the details, I am leaving the report on my case.
Jhonatan (10/6/2017, 2:43:30 PM): Thank you so much for waiting, I was checking on my system and it seems we are getting multiples reports about users having issues with this system software, now we are aware of the issue, we are already working in order to find a solution as fast as possible.
Jhonatan (10/6/2017, 2:43:41 PM): Please keep in mind the system software its not working properly, that means the console will have some issues, we are already working on this to fix all the issues as fast as possible, I am sorry for the inconvenience.
Jhonatan (10/6/2017, 2:44:03 PM): I would like to know if you have any question so far, I am happy to help you.
Me (10/6/2017, 2:45:23 PM): sure, you have the model and serial number of my console, can you activate it as my primary so we can at the absolute minimum amount of doing absolutely anything but putting me to work for you and telling me to wait, play my games offline
Me (10/6/2017, 2:45:44 PM): ? Me (10/6/2017, 2:47:00 PM): currently the services are available , and I am excluded from every one of them. that is more than "some issues"
Jhonatan (10/6/2017, 2:47:57 PM): I do understand how difficult this can be fore you, I would feel the same if I had the exact same issue, I am afraid I am unable to activate the account from here Jhonatan (10/6/2017, 2:48:15 PM): However I would recommend you to access safemode and perform the Option 3 using internet one more time.
Jhonatan (10/6/2017, 2:48:30 PM): Here are the steps http://ift.tt/2xojDGL
Jhonatan (10/6/2017, 2:48:51 PM): You need to access safemode and perform option 3, please try to perform an update of the system software once again
Jhonatan (10/6/2017, 2:49:30 PM): If the same issue persist, I recommend you to please perform the option 6. you will delete everything on the console, however you will be able to download the games back and if you have PS plus, you can download the save data from the PS cloud
Jhonatan (10/6/2017, 2:49:35 PM): I would like to know if you have any question so far, I am happy to help you.
Me (10/6/2017, 2:49:47 PM): because 5.0 has been modified? other wise I believe we have established the redundancy
Me (10/6/2017, 2:51:07 PM): and now you know , for certain, that erasing everything on my console will accomplish nothing more that taking me farther away from getting access to anything I paid for
Jhonatan (10/6/2017, 2:52:08 PM): No worries Brian, you can download your games back
Jhonatan (10/6/2017, 2:52:21 PM): And if you have PS plus, you can download the save data from the PS plus cloud
Jhonatan (10/6/2017, 2:52:44 PM): I recommend you to please follow the steps, please try to perform the Option 3 update using internet one more time.
Jhonatan (10/6/2017, 2:53:01 PM): If the same issue persist please perform the option 6 one more time
Jhonatan (10/6/2017, 2:53:24 PM): I am pretty confident this will help you, we already reported this for you, thanks for sharing your information with us
Jhonatan (10/6/2017, 2:53:31 PM): I would like to know if Is there anything else I can help you with?
Me (10/6/2017, 2:53:36 PM): and when that doesn't work?
Jhonatan (10/6/2017, 2:54:09 PM): That should work Brian, however please be sure we are doing our best to find a solution for this matter.
Me (10/6/2017, 2:55:30 PM): I will be saving this conversation, to include in my formal complaint.
It did not work, I'm still unable to access psn, everything is gone. As a bonus, I now get to reconfigure my system and re-download everything if they fix it.any ideas Reddit ?
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