PlayStation 5 retail crash reporting
Overview
When your game crashes on a player's retail PlayStation 5 (PS5), the console's system software captures the crash. If the player agrees to send the report, it goes to Sony Crash Reporting, not directly to AccelByte Development Toolkit (ADT).
ADT collects these crashes from Sony Crash Reporting, then shows them on the Crashes page with the Players origin.
Crashes from devkits and test kits don't use this path. They keep arriving through the PS5 Uploader URL that you set in Target Manager. The steps to set the Uploader URL are in the Prerequisites section of 10-second Crash Video.
To learn how ADT labels crashes on other platforms, refer to Live (retail) crash reporting.
How it works
- ADT checks Sony Crash Reporting about every five minutes. A new crash can take longer to appear, because Sony needs time to index it.
- On the first successful check, ADT collects crashes from up to the last 30 days.
- ADT collects only crashes from retail consoles for the title IDs connected to your game. Devkit and test kit crashes in Sony Crash Reporting are skipped.
- ADT collects only crashes that players agreed to send.
- ADT stores the crash dump and, when Sony has one, the crash video.
- The call stack comes from Sony. ADT doesn't symbolicate retail PS5 crashes, and symbols that you upload to ADT aren't used for them.
- ADT doesn't store the player's user ID or the console's hardware ID.
Prerequisites
- A PS5 title that uses Sony Crash Reporting.
- A game in ADT Web.
Set up crash collection
You set up crash collection together with AccelByte. You can't connect it yourself in ADT Web.
1. Contact AccelByte
Contact AccelByte support to set up retail PS5 crash collection for your game. AccelByte tells you what to configure on Sony's side and which details to share, then connects your game to Sony Crash Reporting.
2. Check the connection status
- In ADT Web, open your game, then go to Game Settings > Retail Crashes.
- Under PlayStation 5, check the Sony Crash Reporting status.
If your game isn't connected yet, the page shows Sony Crash Reporting is not connected. Contact AccelByte to connect it.
After AccelByte connects your game, the page also shows the Title IDs, Back office Client ID, Last checked Sony, and Last crash received fields. Click Refresh to update them.
| Status | Meaning |
|---|---|
| pending access | ADT has the access details and is waiting for its first successful check with Sony. Nothing is collected yet. |
| connected | ADT collects crashes that players send to Sony. |
| setup failed | ADT could not reach Sony with these access details. |
| stopped | ADT was collecting, but Sony no longer accepts its requests. ADT keeps retrying, and crashes already in ADT are kept. |
| disconnected | ADT no longer collects retail crashes for this game. Crashes already in ADT are kept. |
When the status is setup failed or stopped, the page shows the last error from Sony:
| Error | What to do |
|---|---|
| Sony refused the request | Contact AccelByte support. |
| Sony did not accept the Client ID and Client Secret | Contact AccelByte support. If you changed the credentials that you shared with AccelByte, send them the new ones. |
| Sony's service was not available | No action needed. ADT retries on the next check. |
| ADT hit an internal error while checking Sony | Contact AccelByte support. |
Link crashes to builds (optional)
ADT collects retail PS5 crashes whether or not your game uses the ADT SDK. To link a crash to an ADT version and build:
- Integrate the ADT Unreal SDK 2.34.4 or later. To learn how, refer to ADT SDK integration.
- Register your build with the ADT CLI before you package it. To learn how, refer to Manage your build.
The SDK adds the ADT version ID and build ID to the crash data that Sony collects.
ADT assigns each collected crash to a version and build as follows:
- If the crash data contains an ADT version ID and build ID that belong to this game, ADT uses them.
- Otherwise, ADT uses the app version that Sony reports, for example
01.000.000. ADT uses the game version with that name, or creates it if it doesn't exist. The crash isn't linked to a build. - If Sony reports no app version, ADT assigns the crash to the version
0.0.0.0-dev.
Each crash collected from Sony gets its own session in ADT. It isn't linked to the session that the ADT SDK recorded while the game was running.
Get symbolicated call stacks
The call stack of a retail PS5 crash comes from Sony Crash Reporting. To get a symbolicated call stack, make sure Sony has your build's symbols. ADT can't symbolicate a retail PS5 crash afterward.
View retail PS5 crashes
- In ADT Web, go to Crashes.
- Set the Origin filter to Players.
A crash collected from Sony shows:
- Collected from Sony as its source.
- Sony crash ID and Title ID / App version, on the General tab.
- Retail console as the basis of its Players origin.
- The crash video from Sony, when available.
- No user. Crashes from Sony are counted under unknown users.
If no Players crashes show, the page shows one of the following messages. Your filters, such as the selected period, decide whether any Players crashes show. When none show, the PS5 connection status decides which message you see.
| Message | Meaning |
|---|---|
| No crashes from players yet | ADT isn't collecting crashes from Sony for this game. The connection is not set up, still pending access, setup failed, or disconnected. |
| No crashes from players in this period | The connection is working, but no Players crashes match your current filters, such as the selected period. Sony also needs time to index new crashes. |
| Crash collection from Sony has stopped | Sony no longer accepts ADT's requests. |
| No crashes from players match these filters | ADT couldn't load the connection status, so it can't tell which of the cases above applies. Players crashes show up here once they're received. |
For the first three messages, click View connection status to open the Retail Crashes page.
Limitations
- AccelByte sets up and changes the connection. There is no self-service setup in ADT Web yet.
- Call stack quality depends on the symbols that Sony has.
- Retail PS5 crashes don't include ADT hardware information or the player's user ID.
- Crashes appear only after Sony indexes them and ADT's next check.
- PS5 crashes collected from Sony don't count against your namespace's daily crash limit.