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  PSN Outage and FAQ- Updated Monday 9th May

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PostSubject: PSN Outage and FAQ- Updated Monday 9th May   Mon May 09, 2011 8:19 pm

The PSN is undergoing an outage and currently these services have been affected:

  • Qriocity
  • PlayStation Store
  • Account management
We will update this thread with more information and when the PSN resumes normal operation.

For more information for:

Spanish Community please see here
Portugese Community please see here
French Community please see here
Italian Community please see here
German Community please see here
Scandinavian Community please see here
Russian Community please see here

Please note that some people will be unable to log into the forums due to the PSN outage.
If you have any queries please tweet me and I will endeavour to answer
them. I will also put together a FAQ when I have more information (and
to help when the PSN returns).

[Update 09/05/11]

Regarding the aim of the full restoration of PSN services by the 31st May : -

Restoration of Online Gamplay is the FIRST phase of the plan to restore the PSN.

[Update 07/05/11] Nick Caplan- Head of Communications, SCEE

As you may know, we’ve begun the process
of restoring the service through internal testing of the new system.
We’re still working to confirm the security of the network
infrastructure, as well as working with a variety of outside entities to
confirm with them of the security of the system. Verifying the system
security is vital for the process of restoration. Additional
comprehensive system checks and testing are still required, and we must
complete that process before bringing the systems online.

As you’ve heard us say, our utmost priorities are the security of the
network and ensuring your data is safe. We won’t restore the services
until we can test the system’s strength in these respects.

When we held the press conference in Japan last week,
based on what we knew, we expected to have the services online within a
week. We were unaware of the extent of the attack on Sony Online
Entertainment servers, and we are taking this opportunity to conduct
further testing of the incredibly complex system. We know many of you
are wanting to play games online, chat with your friends and enjoy all
of the services PlayStation Network and Qriocity services have to offer,
and trust me when I say we’re doing everything we can to make it
happen. We will update you with more information as soon as we have
it. We apologize for the delay and inconvenience of this network outage.

[Update 06/05/11] Nick Caplan- Head of Communications, SCEE

As you will have read in the letter from Sir Howard Stringer,
that we posted a few hours ago, in the US we are offering all PSN
users one year’s free access to an identity protection scheme. I can
assure you that here in the SCEE region, we are working incredibly hard
to offer you something very similar. As is often the case here, with
so many countries in our region, this is a very complicated thing to
achieve, but we are close.

F.A.Q.'s posted recently on the Blog:
Quote :
Q: Will our download history/friends list/settings be affected by the PSN downtime?
A: No, they will not.

Q: Will trophies that were earned in single-player offline games during the outage be intact when the service resumes?
A: These trophies are intact and will be re-synched when the network is once again operational.

Q: Will my PS+ cloud saves be retrievable?
A: Yes, once PSN is restored.

Q: What if we have a subscription to PS3 MMOs DC Universe Online or Free Realms? Will we get compensation for that?
A: From Sony Online Entertainment: “We apologize for any inconvenience
players may have experienced as a result of the recent service
interruption. As a global leader in online gaming, SOE is committed to
delivering stable and entertaining games for players of all ages. To
thank players for their patience, we will be hosting special events
across our game portfolio. We are also working on a “make good” plan for
players of the PS3 versions of DC Universe Online and Free Realms.
Details will be available soon on the individual game websites and

Q: Will there be a goodwill gesture for the time we haven’t been able to utilize PSN/Qriocity?
A: We are currently evaluating ways to show appreciation for your
extraordinary patience as we work to get these services back online.

Thank you for your continued feedback.
Quote :
<blockquote> Q: Are you working with law enforcement on this matter?
A: Yes, we are currently working with law enforcement on this matter as
well as a recognised technology security firm and local law enforcement
to conduct a complete investigation. This criminal attack against our
system and against our customers is a criminal act and we are
proceeding aggressively to find those responsible.
Q: Was my personal data encrypted?
A: All of the data was protected, and access was restricted both
physically and through the perimeter and security of the network. The
entire credit card table was encrypted and we have no evidence that
credit card data was taken. The personal data table, which is a separate
data set, was not encrypted, but was, of course, behind a very
sophisticated security system that was breached in a malicious attack.
Q: Was my credit card data taken?
A: While all credit card information stored in our systems is encrypted
and there is no evidence at this time that credit card data was taken,
we cannot rule out the possibility. If you have provided your credit
card data through PlayStation Network or Qriocity, out of an abundance
of caution we are advising you that your credit card number (excluding
security code, sometimes called a CVC or CSC number) and expiration date
may have been obtained.
Q: What steps should I take at this point to help protect my personal data?
A: For your security, we encourage you to be especially aware of email,
telephone, and postal mail scams that ask for personal or sensitive
information. Sony will not contact you in any way, including by email,
asking for your credit card number or other personally identifiable
information. If you are asked for this information, you can be confident
Sony is not the entity asking. When the PlayStation Network and
Qriocity services are fully restored, we strongly recommend that you log
on and change your password. Additionally, if you use your PlayStation
Network or Qriocity user name or password for other unrelated services
or accounts, we strongly recommend that you change them, as well.
To protect against possible identity theft or other financial loss, we
encourage you to remain vigilant, to review your account statements
and to monitor your statements.
Q: What if I don’t know which credit card I’ve got attached to my PlayStation Network account?
A: If you’ve added funds to your PlayStation Network wallet in the
past, you should have received a confirmation email from
“” at the email address associated with
your account. This email would have been sent to you immediately after
you added the funds, and will contain the first four digits and last
four digits of your credit card number. You can also check your previous
credit card statements to determine which card was attached to your
PlayStation Network or Qriocity accounts.
Q: When or how can I change my PlayStation Network password?
A: We are working on a new system software update that will require all
users to change their password once PlayStation Network is restored. We
will provide more details about the new update shortly.
Q: Have all PlayStation Network and Qriocity users been notified of the situation?
A: In addition to alerting the media and posting information about it on
this blog, we have also been sending emails directly to all 77 million
registered accounts. It takes a bit of time to send that many emails,
and not every email will still be active, but this process has been
underway since yesterday. At this time, the majority of emails have been
sent and we anticipate that all registered accounts will have received
notifications by April 28th. Consumers may also visit and
for notices regarding this issue. In addition, we have taken steps to
disseminate information regarding this issue to media outlets so that
consumers are informed.
Q: What steps is Sony taking to protect my personal data in the future?
A: We’ve taken several immediate steps to add protections for your
personal data. First, we temporarily turned off PlayStation Network and
Qriocity services and, second, we are enhancing security and
strengthening our network infrastructure. Moving forward, we are
initiating several measures that will significantly enhance all aspects
of PlayStation Network’s security and your personal data, including
moving our network infrastructure and data center to a new, more secure
location, which is already underway. We will provide additional
information on these measures shortly.
Q: Has Sony identified the party or parties responsible for the
PlayStation Network hack and subsequent theft of personal information?

A: We are currently conducting a thorough investigation of the situation
and are working closely with a recognised technology security firm in
order to find those responsible for this criminal act, no matter where
in the world they might be located.
Q: When will the PlayStation Network and Qriocity be back online?
A: Our employees have been working day and night to restore operations
as quickly as possible, and we expect to have some services up and
running within a week from yesterday. However, we want to be very clear
that we will only restore operations when we are confident that the
network is secure.
For latest information please check out our EU Blog

If you have any queries regarding the PSN downtime that you would like
me to address- be it security or account related please PM me, or
catch me on Twitter @RabidWalker

Source : PSN Outage and FAQ- Updated Monday 9th May - Official PlayStation® Community
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PostSubject: Re: PSN Outage and FAQ- Updated Monday 9th May   Wed May 11, 2011 1:21 pm

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PostSubject: Re: PSN Outage and FAQ- Updated Monday 9th May   Wed May 11, 2011 1:41 pm

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