Marlon (1/30/2016, 6:30:31 PM): Hello, My name is Marlon how may I assist you today?
Me (1/30/2016, 6:30:47 PM): hello, my PSvita can't get into the PSN store
Me (1/30/2016, 6:31:13 PM): since the last update, both my PSTV and PSVita can no longer get access.
Marlon (1/30/2016, 6:31:44 PM): Do not worry, I will be more than happy to assist you today, in order to better assist you, could you please provide the following to confirm the *exact* account you need assistance with?
- First and Last Name on account
- Sign-In ID (email address)
- Online ID
Me (1/30/2016, 6:32:05 PM): -REDACTED-
Me (1/30/2016, 6:32:22 PM): -REDACTED-
Me (1/30/2016, 6:32:28 PM): Macro_Gamer
Marlon (1/30/2016, 6:33:52 PM): Thank you so much for the information, I really appreciate it. Just to make sure may I know if, are you getting a message or error code when you try to access to the PS Store?
Me (1/30/2016, 6:34:41 PM): no error code, just an endless now loading (circle thing) and it keeps going for over 20min
Me (1/30/2016, 6:35:37 PM): "please wait..."
Me (1/30/2016, 6:35:43 PM): is what it says
Me (1/30/2016, 6:36:52 PM): I have to keep tapping the screen to keep it from going to sleep mode. just an endless loop...
Marlon (1/30/2016, 6:37:31 PM): Thank you so much for the information, may I know for how long have you been having this issue?
Me (1/30/2016, 6:37:58 PM): Trophies can update between my Vita and PSTV, but the store won't work on either of the systems
Me (1/30/2016, 6:39:00 PM): since the latest update. (one week ago when I updated the VITA and 4 days ago when I updated the PSTV)
Me (1/30/2016, 6:39:40 PM): I used my PC to make the last few purchases.
Marlon (1/30/2016, 6:40:59 PM): I see, in this case in order to check the connectivity, I will need you to run the internet test connection either in the PS Vita or PS TV, and let me know the results, please.
Me (1/30/2016, 6:41:10 PM): ok.
Me (1/30/2016, 6:42:12 PM): what parts do you want to know... the whole list?
Marlon (1/30/2016, 6:42:40 PM): Yes, please all the details of the test.
Me (1/30/2016, 6:43:20 PM): Name: -REDACTED- SSID: -REDACTED- Obtain IP address: Successful
Me (1/30/2016, 6:45:05 PM): Internet Connection: Successful PSN Sign-In: Successful NAT Type: Type 2 Connection speed (D) 12.4Mbs Cspeed (Up) 6.1
Marlon (1/30/2016, 6:47:46 PM): Thank you so much for the information, now in order to get this issue solved, please follow the steps below:
Go to Settings>Format>Restore Settings.
Me (1/30/2016, 6:48:29 PM): I'm there
Marlon (1/30/2016, 6:49:55 PM): Perfect! Now select that option and then re set up the internet information.
Me (1/30/2016, 6:50:28 PM): this won't remove any save data. just the order of my icons and current theme, correct?
Marlon (1/30/2016, 6:51:37 PM): Regarding your concern, that option will unsync the account and your saved data will be safe.
Me (1/30/2016, 6:52:14 PM): ok. it reset.
Marlon (1/30/2016, 6:53:37 PM): Perfect! Now set up the internet settings again.
Me (1/30/2016, 6:53:41 PM): is there a was to skip the introduction movie?
Me (1/30/2016, 6:54:33 PM): never mind it ended
Marlon (1/30/2016, 6:55:04 PM): Alright! Now try to enter the network information and then try to access to the PS Store.
Me (1/30/2016, 6:55:26 PM): yep, I'm typing in the WPA2 key
Marlon (1/30/2016, 6:57:02 PM): Perfect!
Me (1/30/2016, 6:57:07 PM): on the internet connection test, PSN sign in FAILED
Me (1/30/2016, 6:57:21 PM): Oh I have to sign in again
Marlon (1/30/2016, 6:57:49 PM): Yes, please try to sign in to the PSN account and then test the internet connection.
Me (1/30/2016, 6:58:58 PM): Error NP 2238-5
Me (1/30/2016, 6:59:13 PM): (for store log in
Me (1/30/2016, 7:00:17 PM): odd, it's asking me to sign in again... and now it's back to Please wait...
Me (1/30/2016, 7:01:53 PM): still at please wait, no other error code has popped up
Marlon (1/30/2016, 7:02:53 PM): Thank you so much for the information, you provided me today, now just to make sure about the root of the connectivity issue, I suggest you to try to connect the PS Vita to a different network, and if the PS Vita connects successfully to the internet using that network, you might need to contact to your internet service provider in order to open the ports available for PlayStation.
Marlon (1/30/2016, 7:03:16 PM): These are the ports:
TCP: 80, 443, 3478, 3479, 3480
UDP: 3478, 3479
Marlon (1/30/2016, 7:04:28 PM): But if by any chance the issue persists even with the other network, please feel free to contact us back, we will be more than happy to assist you again.
Me (1/30/2016, 7:04:45 PM): there is no other local connection that I can try at this time
Me (1/30/2016, 7:05:25 PM): I have somehow toggled console... for the chat
Me (1/30/2016, 7:05:39 PM): And I can NO longer see your mesages
Me (1/30/2016, 7:06:31 PM): I can see what you have typed when I save chat...
Marlon (1/30/2016, 7:07:00 PM): Alright! In this case I suggest you to try to open the ports in order to get a reliable connection in the PS Vita since the new update was installed. And about the save chat option, all the conversation will be saved.
Me (1/30/2016, 7:07:08 PM): OK, so I'll test that out when I am next able to.
Me (1/30/2016, 7:07:54 PM): thank you Marlon for your time
Marlon (1/30/2016, 7:08:35 PM): Okay, and do not worry, because I hope the PS Vita connectivity works fine after forward the modem by opening the ports. You’re welcome, it was a pleasure for me to assist you today, before we end the interaction, may I know if besides this, is anything else I can assist you with today?
Me (1/30/2016, 7:10:14 PM): no thank you again