Error WS-37397-9 is one of the most infamous errors affecting PS4 consoles. In most cases, this issue occurs when the IP address has been blocked for violating PSN’s policy.
However, users often complain that this measure is unnecessary since it doesn’t always discriminate between the users who have indeed infringed on Sony’s terms and conditions and those who haven’t.
We’ll focus on these claims later on. At this point, let’s us focus first on the solutions that you can use to fix this error.
Right from the very beginning, it is worth mentioning that while some of the solutions listed below may work for some users, others won’t. Anyway, do follow the troubleshooting steps listed below as they may help you fix this problem.
Before diving in, don’t forget to check the PS status and make sure that all the services are up and running. If there are any known issues on the list, wait until Sony has fixed them.
Steps to Fix PS4 Error Code WS-37397-9
1. Rebuild your database
Make sure that there are no corrupted or missing files that could be triggering this error. Rebuild your console’s database to fix any file corruption issues.
- Turn off your PS4 console -> grab a USB cable and connect your controller.
- Hold the power button down until you’ve heard two beeps.
- Release the power button -> press the PS button on the controller.
- Enable Safe Mode -> select Rebuild Database.
- The message “The database will be rebuilt, it might take a few hours to rebuild the database” will appear -> hit OK.
- Wait until your Database has been rebuilt (his could take a while) > sign in.
2. Change DNS and MTU settings
Some players suggested that changing DNS settings may fix this error.
- So, go to Settings > Network > Set Up Internet Connection.
- Select your network > go to Custom > set 8.8.8.8 as your Primary DNS and 8.8.4.4 as your secondary DNS.
Check if the error persists. If this is the case:
- Go to Network Settings, navigate to MTU and select Manual.
- Change MTU to 1473.
- Turn off your PS4 and restart your modem/router.
- Restart your console and check if this workaround fixed the problem.
3. Make sure you haven’t violated PlayStation’s terms and conditions
As stated at the beginning of this article, if you’re getting error WS-37397-9, check if you unknowingly violated PlayStation’s terms and conditions. There are two frequent causes for this error:
Shared IP address
Do not share the same IP address between multiple users. Unplug your modem/router, wait for five minutes and then plug it back in. If the issue persists, contact your ISP to help you fix it.
Go to your router’s setup page (you should find more information about the link to use, as well as the username and password on the label located on the back/side of the router).
Go to WAN configuration > IP address. If there is an IP address listed there, this means that your IP has been banned. Try changing your MAC address manually.
- Go to Internet Setup (or a similar page) and navigate to MAC options.
- Select the option that allows you to change your MAC manually and simply change the last digit. Your IP address should now be set to 0 (zero)
- Return to the page that allows you to setup the MAC address.
- This time, select Default MAC.
- Restart your PS4 and check if the issue persists.
Malware
If malware infected your system, it may have changed particular network settings that determined PSN to block your connection.
Scan your network, router, PC and other pieces of equipment to detect and remove malware.
Many PS4 owners encountered this irritating error and contacted PS support. For more information, you can read the following message posted by a Redditor:
A phone call with a noticeably more technical-savvy PlayStation support member has clarified that this issue is so pervasive because of Sony’s brutish security measures for PSN. I was told that any device on my home network could be infected by some kind of malware that was sending suspicious traffic to the PSN whenever I tried to log in. As a precaution to prevent a possible large-scale attack, Sony bans the source IP right away, even if the malware is isolated (easily defended against) and not part of a larger DDoS threat.
The Redditor further added that:
[…] even if you manage to change your IP, or buy a static IP; There is no guarantee that you won’t be blocked again (you probably will be) if the same malware exists inside your network. All you can do now is scan and clean every device on your network to try and eradicate the malware and then get your IP changed.
As that Redditor well pointed out, it’s unlikely that Sony changes these security precautions any time soon. The company prefers to play it on the safe side to avoid large scale attacks on the PSN. As you might have already guessed, the resulting down-times cost Sony millions.
There you go, we hope that these suggestions helped you fix error WS-37397-9.
References:
- Error WS-37397-9, PlayStation Support.
- Help with IP Ban? WS-37397-9 PS4 Error?