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Bhiggins114
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Message 1 of 11
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Cannot connect to PlayStation Network

As it says in the title I cannot connect to the playstation network. Looking into this I am not the first person to have this issue.

When I try to go on the playstation network on any device (running through the virgin media broadband) I am denied access. Specifically, this is the error message

----

Access Denied

You don't have permission to access " on this server.uth.api.sonyentertainmentnetwork.com/2.0/oauth/authorize?"

Reference #18.bbff4317.1459701242.151fe13c

----

I have contacted Sony and they have asked me to open certain ports which I have done. Issue is not resolved. I have reset everything and tried everything my end that I can do. I have used modem mode and it still does not work.

The internet otherwise has no issues, only the connection to playstation network. At no point have I been able to access PSN since using the virgin media broadband  (it works via other channels such as my phone 3g network)

 

To help things further along I have run two traceroutes (see below)

traceroute to 173.230.217.157 (173.230.217.157), 30 hops max, 38 byte packets
1 cpc8-ayle3-2-0-gw.15-2.cable.virginm.net (86.13.200.1) 10.000 ms 20.000 ms 10.000 ms
2 watf-core-2a-xe-1131-0.network.virginmedia.net (80.3.1.97) 10.000 ms 10.000 ms 10.000 ms
3 brnt-bb-1c-ae14-0.network.virginmedia.net (62.253.175.90) 10.000 ms 10.000 ms 50.000 ms
4 * * *
5 tclo-ic-3-ae0-0.network.virginmedia.net (212.250.25.62) 10.000 ms 10.000 ms 10.000 ms
6 blackhole.prolexic.com (195.66.224.31) 10.000 ms 10.000 ms 10.000 ms
7 unknown.prolexic.com (72.52.60.192) 20.000 ms 20.000 ms unknown.prolexic.com (72.52.60.200) 20.000 ms
8 unknown.prolexic.com (72.52.60.197) 10.000 ms unknown.prolexic.com (72.52.60.205) 10.000 ms 20.000 ms
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *
Trace complete.
Null

 

 

traceroute to 69.192.17.215 (69.192.17.215), 30 hops max, 38 byte packets
1 cpc8-ayle3-2-0-gw.15-2.cable.virginm.net (86.13.200.1) 10.000 ms 10.000 ms 10.000 ms
2 watf-core-2a-xe-1131-0.network.virginmedia.net (80.3.1.97) 10.000 ms 10.000 ms 10.000 ms
3 brnt-bb-1c-ae14-0.network.virginmedia.net (62.253.175.90) 10.000 ms 20.000 ms 10.000 ms
4 ae10-xcr1.lnd.cw.net (195.2.9.149) 10.000 ms 10.000 ms 10.000 ms
5 ae15-xcr1.lns.cw.net (195.2.30.114) 10.000 ms 10.000 ms 10.000 ms
6 tinet-gw.lns.cw.net (195.2.22.218) 10.000 ms 10.000 ms 10.000 ms
7 xe-5-0-3.nyc60.ip4.gtt.net (141.136.110.186) 80.000 ms 80.000 ms 80.000 ms
8 * a69-192-17-215.deploy.akamaitechnologies.com (69.192.17.215) 80.000 ms 80.000 ms
Trace complete.
null

 

Any assistance?

 

 

 

 

 

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Superuser
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Message 2 of 11
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Re: Cannot connect to PlayStation Network

The IP address you provided seems to blackhole (literally also mentions being blackholed.)

That aside, I can login to the PS network fine from my PS4 and through a web browser.

login.png

 

Which URL are using when trying to login? Does this one work for you? https://www.playstation.com/en-gb/explore/playstation-network/

Is it just web browser access affected or is console access affected for you?

Have you tried a modem mode test (to see if you can reach it in modem mode)? link: https://help.virginmedia.com/system/selfservice.controller?CMD=VIEW_ARTICLE&ARTICLE_ID=27555&CURRENT...

- - - - - -
Any opinions expressed by myself are entirely my own and do not represent Virgin Media in any way.
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Bhiggins114
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Message 3 of 11
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Re: Cannot connect to PlayStation Network

That's interesting. 

I can log into PSN via the browser on my PS4 and via the link you have provided for the log in. 

I still cannot sign in to PSN on my PS4, so I still cannot play games online. 

 

I have also tried modem mode and had no luck. 

 

Do you have any clue as to why I can access PSN from some locations but not others?

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Superuser
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Message 4 of 11
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Re: Cannot connect to PlayStation Network

So the PSN* account logs in to the PS4 fine on power up/coming out of sleep of said PS4 (you mention being able to get past the login and try out the PS4 web browser), but the game server(s) for various games don't work?

When you go into a game with multiplayer, specifically its multiplayer mode, what is the error it shows?

Generally such issues are down to an IP being blocked on some server along the route. Modem mode provides a new IP address, so that throws a spanner in the works of that, mostly.

The Forum Team members here have the ability (at work) to route their traffic through any CMTS in the country. To see if they can replicate the routing issue the customer is experiencing. They also have different kinds of equipment like game consoles etc to test for issues with. So they could do a test from their end to see if they can replicate the problem you're encountering. So do please explain the steps in more details that you're doing when the connection attempt fails+error message. The Forum Team will need to know this info.

Edit: Typo fix Cat Tongue

- - - - - -
Any opinions expressed by myself are entirely my own and do not represent Virgin Media in any way.
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Bhiggins114
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Message 5 of 11
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Re: Cannot connect to PlayStation Network

 I'll try to be as clear as I can:

Turn on PS4 -- cannot sign in to PSN. 

The internet connectivity is working (I can use netflix, browse the internet and game updates are downloading...).

I can sign into PSN via the PS4 browser (and now my laptop also - i previously could not do this).

I cannot sign in to PSN via the PS4 main login, (i.e. it fails to sign in to PSN via my account and I get a WS-37397-9 error code. ), I cannot access my friends list, go on the PS store, play online, send/receive message etc...  The account is logged into however there are no PSN privileges.

 

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Superuser
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Message 6 of 11
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Re: Cannot connect to PlayStation Network

So past the initial login everything fails. OK.

Have you tried changing the DNS for the console?: https://www.gamefaqs.com/boards/691087-playstation-4/73066679 - read LORDVADER110's post near the bottom. Just do the DNS change they mention. Then give the console a reboot, check that the new DNS is still in place after reboot and then check to see if the error goes away.

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Any opinions expressed by myself are entirely my own and do not represent Virgin Media in any way.
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Bhiggins114
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Message 7 of 11
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Re: Cannot connect to PlayStation Network

Good idea but I've already tried switching servers. I tried googles and a handful of other European ones. That doesn't seem to be the issue.
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LoveSpuds
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Message 8 of 11
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Re: Cannot connect to PlayStation Network

I sure hope this gets fixed. After hitting the problem twice before and going through every troubleshooting option you can think of I got nowhere and basically had to wait for the issue to resolve itself after two weeks.

I am on trophy away from my Platinum on Bloodborne and hit this problem again this morning so I am not stuck as I dont want to pop the trophy only for me to not be able to sync them up.

Come on Virgin, please get this resolved, please!
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Forum Team
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Message 9 of 11
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Re: Cannot connect to PlayStation Network

Hi Bhiggins114,

Sorry we've not reached your posts before now (and thanks Shelke for flagging this). 
I'm in the process of investigating this issue. Your error message is indicating an authentication issue: "You don't have permission to access "http://auth.api.sonyentertainmentnetwork.com/2.0/oauth/authorize?" on this server." on this server." 

Downdetector seems to imply that the access/authentication issue is not just restricted to the UK - Please check the comments section on that link.

My trace via DOS results in a 'trace complete' after 30 hops.
My trace via your CMTS (thereby replicating your trace path) fails to complete after hitting prolexic:
 7  72.52.60.200   33.3 ms  0.000 ms  72.52.60.192   0.000 ms
 8  72.52.60.197   16.7 ms  72.52.60.205   0.000 ms  72.52.60.197   0.000 ms
 9  *  *  *
10  *  *  *

 
11  *  *  *
12  *  *  *
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31  *  *  *
32  *  *  *
33  *  *  *
34  *  *  *
35  *  *  *
 

Prolexic provide mitigation services that serve to protect against DDOS attacks. I am fairly certain that I came across an issue like this either last year or the year before. I'll have to investigate further and get back to you.

Meantime, let me know if you note any changes your side and keep an eye on the link I provided.

Bye for now,

 

 

Jen
Forum Team



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Forum Team
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Message 10 of 11
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Re: Cannot connect to PlayStation Network

Hi Bhiggins114,

Downdetector is still showing recently reported authentication and other errors. I think it might be a good idea to report the problem to Playstation (if you've not already done so) or send a tweet. 

I'm not totally ruling out there being an issue our side but at the moment it does seem to be an international PSN problem. By the way, did you change the DNS server settings as per Shelke's suggestion, and if so did it help?


Jen
Forum Team