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Is your Playstation 5 constantly crashing and you can’t play any of the new games you recently purchased? You’re not alone.
The problem is a little known error code: CE-108255-1. And while it’s unclear how many machines it’s affected, complaints have been popping up on social media since the PS5’s launch on November 12.
The problem is as follows: while playing the game, your application will crash within minutes and display the message “CE-108255-1. Something went wrong with this game or application. Reporting this error to Sony Interactive Entertainment helps to improve the PS5 hardware, software and services. This report may include personal information. ” I got the message over 100 times, turning my PS5 into a $ 500 home decor.
Sony
I spoke with seven people who experienced the same error code. Four said Sony refused to take action and told them to wait for a software update that would address the error code. Two were able to secure replacements, and one stopped experiencing the issue after a system update on November 25. Sony said the patch improved “system performance” and issues with loading drivers and disk versions of games, but did not specify whether it fixed the issue with games crashing.
Sony did not respond to questions about the bug or how many units were sent for replacement. The company acknowledged the bug on its support page, but none of the suggested “see if the problem can be fixed” steps worked. Major retailers where customers scrambled online to buy the PS5 – Best Buy, Walmart, Amazon, and Gamestop – didn’t respond to questions about how many consoles have been returned. Target declined to share its numbers.
I called Sony’s customer service line three separate times, but we couldn’t find a solution. At first, I was told to wait for a patch, but after realizing that my console was crashing while playing a PS4 game, an agent started the replacement process on November 30. Sony sent me a shipping box and I left the console at FedEx. It could take Sony 10-15 days to investigate.
Andrew, a 31-year-old from Long Island, New York, said his experience with Sony has been “absolutely frustrating.” He said he got the same error code as everyone else, and at one point, his entire console shut down when a game crashed. He sent his PS5 back to Sony and is waiting for news while they investigate. “The phone support was very nice and understanding, but it took several chat sessions and phone calls before it was removed,” he said. “I hope the rest of the process goes smoothly.”
Shahiq Saeed, a 17-year-old from Pakistan, said he bought his PS5 from a local retailer, which he described as a “family store.” But when he turned on the system, the error code prevented him from playing his new games. The same day, he returned to the store and exchanged his console for a new one. He hasn’t had any problems since.
“I was quite frustrated and disappointed by the whole thing, as I had just spent so much money on a new system. I was very excited to try all the games and the whole experience. Fortunately, I was able to change it and I am relieved that it is working now.” Saeed said.
Some have not been so lucky. Stuart, a 28-year-old Londoner, said Sony hasn’t given him the option to swap his console for a new one. “I am quite upset by how silent they have been on this, no public statement on an issue that seems to be affecting a large number of people,” he said. “I have heard that some people have been able to return their unit to the UK, but so far I have had no luck.”
The error code even inspired his own Twitter account. Nick Hall, a 19-year-old from Orlando, opened the account @ CE1082551 after experiencing the error code. The issue prevents you from playing any of the six games you bought at Target for more than $ 300, and they all crash within minutes. He has had no luck troubleshooting the device, he said, and support agents have not given him the option of obtaining a replacement.
“I created the account because I found myself looking for the error code on Twitter, Reddit, and Google, over and over again, hoping to see if there was news or corrections, and I wanted there to be something showing up on Twitter. Besides a bunch of tweets from people asking for help, “Hall said. “I’ve been posting if there is a system update and if it helped my problem or not, so both people searching and Sony know.”
“I hope I can convince the next support representative I contact to honor the one-year warranty that comes with the console, but as I and many others have found, they make it really very difficult to use.”
However, Serkan Toto, founder of the video game industry consultancy Kantan Games, said the problems are relatively normal and are “valued” by early consumers. Toto pointed out past problems Sony had when implementing new systems. In 2014, gamers reported bugs with the PlayStation 4, which Sony says affected only 0.4% of consoles.
“I would say that the PS5 bugs are, in this big picture, relatively minor,” Toto told CBS News in an email.
Joost van Dreunen, founder of New Breukelen, a video game investment firm, agreed. “It is common for the first shipment of devices to encounter unexpected errors. All kinds of consumer electronic products – smartphones, laptops and consoles – have a low error rate early in their launch,” said Joost van Dreunen. “Contemporary consoles have a lot of complexity under the hood and, unfortunately, problems only show up when the first million units hit the market.”
Van Dreunen experienced this first-hand after purchasing the first MacBook Air in 2008, which Apple quickly replaced. He had the experience after getting the Xbox Series X this year. He said the system failed him in less than 24 hours, but Microsoft quickly replaced it.
“It is a real bummer, of course, that your new device breaks down so soon. It also presents an opportunity for device manufacturers to show how much they appreciate their first users and quickly resolve the issue,” he added. “Perhaps more so than during previous launches, it is key that manufacturers respond quickly and appropriately. A negative experience can increase demand uncertainty and throw a wrench into a launch campaign that was otherwise carefully planned.”
A Sony customer service representative said the company is working with developers on several popular PS5 games: “NBA 2K21,” “Marvel’s Spider-Man: Miles Morales,” “Call of Duty: Black Ops Cold War,” and “Demon’s Souls”. to release a patch to fix the problem. The representative said that the issue is affecting users who purchased both versions of the PS5, the standard edition and the digital-only version.
