PS5 can't get to log in screen. "Cannot connect to server" message.

[phephe]

Hello,

My wife has been having repeated issues logging into her FF14 account on our PS5. Upon launching the game, she's unable to even get to the login screen as it tells her: "Cannot connect to the server. There might have been a problem in connecting to the network or the PlayStation Network or the server of the service provider might be temporarily busy." Sometimes she'll close the error, close the game and try again and it works. Sometimes it takes 4-5 attempts, sometimes she gives up and it won't let her log in at all.
My PC is able to connect without issues on the same network and she's also able to log in on her Mac without issues, but the PS5 consistently gives us problems. I've tried setting up port forwarding on our router: Ports (55296-55551) which didn't seem to help.

Can you please offer assistance in helping us get logged in? Thank you.

[Yarxideyn]

Greetings Adventurer!

We would be happy to assist with your concern. Please try the following troubleshooting to see if this helps with the connection issues you are experiencing. Although it seems that you have already tried port forwarding, we would still ask of you to check to see if the following port ranges are opened on your router. You can contact your ISP and request they open them for you
▼TCP
54992 through 54994,
55006 through 55007,
55021 through 55040

We would also suggest to power cycle the console and router by shutting down the PlayStation 4/Router and leaving the power supply unplugged for 5-10 minutes. We would also recommend that you use a wired connection if you are currently using wireless.

Additionally, the issue you are describing is can be associated with interference with the game data. Most of the time, it results from certain security/privacy changes on PSN web browser. Please make sure that "Cookies" and "JavaScript" are ENABLED on the PSN Browser. This can be done by going to the web browser on the PS4, press the options button, then go to settings. The options for Cookies and Javascript will most likely be checked, uncheck them and then recheck them.

If you do not see an improvement, please feel free to respond to this thread for further troubleshooting.

Thank you for visiting the FINAL FANTASY XIV Technical Support Forums!

[phephe]

Thank you for the response. Unfortunately, we tried each of these with no improvement. She's still unable to get to the login screen.

[Mieleoneis]

Greetings phephe,

I'm sorry to hear this is still an issue. The PSN web browser's security/privacy settings could possibly play a role in connection errors/game interference. I'd recommend trying out the following steps below to see if it helps with the errors you're currently experiencing:

- Select 'Settings' from the main menu and navigate to 'System'.
- Click 'Web Browser'.
- Clear the cookies by selecting 'Delete Cookies'.
- Clear the browsing data by selecting 'Clear Website Data'.
- Ensure that JavaScript is enabled by selecting the slider next to 'Enable JavaScript'.

We hope this helps. Thanks again for visiting the FINAL FANTASY XIV Technical Support Forums!

[phephe]

Unfortunately, no.

We've reset the router several times, I've double checked the port forwarding settings, and we've cleared data and toggled all the settings in the PS5 web browser options per your recommendations multiple times as well. Is there anything else we can try?

[kazaran]

Same issue in famies 5 ps5s in 3 different houses. We gave to toilet 9nternet refresh game liad 20 times. Only game doing it

[kazaran]

I cleared settings worked on mine Anand one others, not 3 otjers in family. However ckearly a se issue as if system comes out of rest eben if gsmd was closed as we always do. Issue returns. Ps5 are also dmz noded on direct wire

[kazaran]

I continually had the same issue with the PS5 not connecting to the PS5 Network on either Wi-Fi or wired. Anytime the PS5 came out of sleep it would not connect and I could not launch Final Fantasy 14. I did not have this issue in the past but it was not only fantasy because often I would run the PSN Network check and it would not properly connect even though at times things will show in the store.

In the past I had my Comcast Xfinity modem hooked to my own router which handled traffic and did a better job at it. I switched to the newer white Xfinity X10 router and the issue began. So I hooked back up my router and set the modem in bridge mode and since doing that have had no issues.

I did notice that the advanced security of the Xfinity router kept blocking a set of ips from England or the UK only through the port the PS5 was on even though I am on the US status server, and on Marlboro, it would get its data from the UK when connecting to Final Fantasy or the PS5 Network. I turned off advance but the problem would still return until I went to bridge mode through the Comcast modem and use my own router which has no issues and the PS5 stays connected even in standby. Even if I tried recommended port forwarding the issue remained and it would disconnect when out of sleep mode. So using my own router which I prefer since it has special Alexa settings so Alexa hubs always work even without internet, this was the only solution to fixing the PSN problem especially playing Final Fantasy.

I reported this issue to Comcast and they made a note of it but if they fix it is another story. Using my own router was the only solution to have a more stable connection that would not disconnect. Xfinity needs to get on top of the program