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What to do if your PS5 won't turn off

Person dealing with PlayStation 5 that won't turn off

Your PlayStation® should turn on and off with the push of a button on your controller. So if your screen keeps freezing midgame and your console won't shut down, it can be incredibly frustrating. You may even worry there's something seriously wrong with it.

At Asurion, we help millions of people troubleshoot and fix their tech. From fixing common PS5 problems to keeping your console from overheating, we keep the devices you rely on most working all day, every day. Here are our tips for fixing a PS5® that won't turn off

Restart your PS5 on the console

If your PlayStation freezes and won't turn off, try restarting it on the console instead of on the controller. A normal reset—using the controller—gives the console time to close any open games before restarting. Restarting from the console forces an immediate shut down. Plus, it can be done without having to deal with a frozen screen. Here's how to properly restart your PS5 on the console:

  1. Remove any accessories you may have connected.
  2. Press and hold the Power button on the front of the console until it turns off.
  3. To turn the console back on, press the Power button again.

Update your PS5 system software in Safe Mode

Is your PS5 not turning off regularly? Does the screen keep freezing too? Make sure your system software is up to date. Before you do so, make sure to back up your files using PlayStation Plus cloud storage or with an external drive.

How to back up your files using PlayStation Plus cloud:

  1. Go to Settings > Saved Data and Game/App Settings.
  2. Select Saved Data.
  3. Select Console Storage, select a game, then select Upload to Cloud Storage.

How to back up your PlayStation files using an external drive:

  1. Connect your USB drive to the port on either the front or back of your console. Be sure to use a drive with ample amounts of storage space to back up everything on the PlayStation.
  2. From the Home screen, select Settings > System.
  3. Select System Software > Back Up and Restore > Back Up Your PS5.
  4. Select the item you want to back up, then select Next. The file name and file size will appear, then you'll select Back Up.
  5. Your console will restart and start the back up. When Backup complete appears on screen, select OK. Your console will restart.

How to update your PS5 software in Safe Mode

  1. Turn off your console.
  2. Press and hold the Power button, releasing it after you hear two beeps.
  3. Connect a controller via a USB cable, and press the PS button on the controller.
  4. Select option 3, Update System Software, from the Safe Mode menu.

Rebuild your PS5 database

If updating your software didn't work, and your PS5 still won't turn off and keeps freezing, consider rebuilding its database.

Don't worry—it's not as scary as it sounds. Your database is a file made up of all the things that make your console run, including software, user data, and saved content.

Depending on the number of data files on the console, your database can take a long time to rebuild. Make sure you back up your content before you get started.

  1. Turn off your console.
  2. Press and hold the Power button, releasing it after you hear two beeps.
  3. Connect a controller via a USB cable, and press the PS button on the controller.
  4. Select option 5, Rebuild Database.

Reset your PS5 to its factory settings

Still having trouble? The last thing you can try is a factory reset. Resetting your PS5 will delete any saved content. With that in mind, you should back up your files if you haven't done so recently. Here's how to finish a factory reset of your PS5:

  1. Turn off your console.
  2. Press and hold the Power button, releasing it after you hear two beeps.
  3. Connect a controller via a USB cable, and press the PS button on the controller.
  4. Select option 6, Reset PS5. Once the console restarts, sign in to the PlayStation Network and finish setup.

If you've tried these steps and still need a little help, we're right around the corner. Schedule a repair at the nearest uBreakiFix® by Asurion or Asurion Tech Repair & Solutions™ store and our certified experts can get your device back up and running as soon as the same day.

How to avoid PS5 freezing issues in the future

The PS5 not turning off could be due to a random frozen game screen or trouble with the system. To reduce the chances of you having this issue try the following:

Regularly turn off your console. When you're not playing the PS5, make sure to shut it down properly by pressing the PS button on the controller.

Free up space. Remove any games you don't play. Your console might be freezing and struggling to turn off because you're storing too much on it.

Don't let a glitched controller mean game over

The Asurion Home+ protection plan offers peace of mind for all of your eligible home tech, including your favorite gaming systems, for less than $1 per day. From graphical glitches to faulty drives, we cover your video game console and original controller from the unexpected breakdown—no matter where or when you purchased it. Learn more at asurion.com/homeplus.


*The Asurion® trademarks and logos are the property of Asurion, LLC. All rights reserved. All other trademarks are the property of their respective owners. Asurion is not affiliated with, sponsored by, or endorsed by any of the respective owners of the other trademarks appearing herein.*

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