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Clarifying a Few PSN Points

Patrick Seybold's Avatar + Posted by Patrick Seybold on Apr 26, 2011 // Sr. Director, Corporate Communications & Social Media

I wanted to take this opportunity to clarify a point and answer one of the most frequently asked questions today.

There’s a difference in timing between when we identified there was an intrusion and when we learned of consumers’ data being compromised. We learned there was an intrusion April 19th and subsequently shut the services down. We then brought in outside experts to help us learn how the intrusion occurred and to conduct an investigation to determine the nature and scope of the incident. It was necessary to conduct several days of forensic analysis, and it took our experts until yesterday to understand the scope of the breach. We then shared that information with our consumers and announced it publicly this afternoon.

For those who were looking there’s also an FAQ with some more frequently asked questions

Thank you for your continued patience and support.

//Add Your Own

393 Comments

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301

+ Verios44 on April 27th, 2011 at 1:15 pm said:

what I would love to see is a live chat with some PSN officials that are in the know on one of these blogs so we can ask questions.


302

+ BEASTXJASON on April 27th, 2011 at 1:30 pm said:

emails are going out that cc and other info have been leaked. This could be the end of psn. Sony you should have announced this earlier. Shame to see it on the news and not here


303

+ SnDin9 on April 27th, 2011 at 1:34 pm said:

Game stores would make a killing right now if they had a deal where you could trade your PS3 in towards a new Xbox 360.


304

+ BEASTXJASON on April 27th, 2011 at 1:35 pm said:

+ SnDin9 on April 27th, 2011 at 1:34 pm said:

Game stores would make a killing right now if they had a deal where you could trade your PS3 in towards a new Xbox 360.

Ill keep my ps3 thank you But I have many friends who jumped ship. Hardcore cod fans mostly


305

+ fatjoe400 on April 27th, 2011 at 1:46 pm said:

Most of my buds are on the psn so I’m definitely not going anywhere. Not to mention I’m a former 360 owner and their nothing worth missing on the system itself.


306

+ Conrad_Max on April 27th, 2011 at 1:47 pm said:

+ datastorm98632 on April 27th, 2011 at 8:27 am said:
“so 2 weeks of profit loss? Meh Sony can live with that loss, but remember that cost will be passed on to us the consumers in one form or another. it just may become a ‘Fee Based Service'”.

The sky is not falling. Rather than playing guessing games and speculating, return to what we have always been told. Access to the PlayStation Network will always be free. Use of the Network will always be free. The only cost to consumers will be some individual programs and services.


307

+ k1llabeastie on April 27th, 2011 at 1:49 pm said:

Got my mail, thanks Sony. Keep it up.


308

+ Conrad_Max on April 27th, 2011 at 1:53 pm said:

+ BEASTXJASON on April 27th, 2011 at 1:30 pm said:
“This could be the end of PSN.”

Wishful thinking?

The PlayStation Network will recover. Granted, a few people will have jumped ship. But there are those who will remain here – either due to how much they have invested in all things PlayStation or based on what they like about the games and services of the PSN.

Whatever each of us chooses, I hope that we will get what we want.


309

+ pitythefool852 on April 27th, 2011 at 1:54 pm said:

I’m not going to go out and buy a new console just because I can’t play a few days of CoD

I’m also not going to consider jumping ship or criticizing Sony until we (and they) actually know what happened.

Right now, I’ve got no reason to leave. Sony got hacked… these things happen.

Who’s to say that any other console that you buy won’t be hacked in the same way. Even though this hack is a big one, there are often reports in the news of big companies being attacked in this way, and data going missing.

Hopefully Sony will keep us in the loop, and PSN will be back soon


310

+ ZombieLover23 on April 27th, 2011 at 1:56 pm said:

Just so some of you know…
Netflix only works for some… (not everyone.) Some can get into netflix and play movies with no problem.. Others get into netflix (by bypassing the sign-in.) But, when trying to play a movie get a grey box that says-> “There is a problem communicating with Playstation Network please try again later.” I have fallen into this catagory as well as a few friends while other friends have no issue…


311

+ explosive78 on April 27th, 2011 at 2:07 pm said:

State of the gaming community is sad. People actually applaud the hackers now. I hope these idiots who are claiming to leave really leave and dont come back.


312

+ pitythefool852 on April 27th, 2011 at 2:08 pm said:

This is madness!


313

+ xjustice1920 on April 27th, 2011 at 2:20 pm said:

Hey, wasn’t the last few updates base on security and no one is even mentioning the fact that this happened days after there was a case against a hacker for selling a modd that was completely against Sony’s user agreements. I think the whole PSN was due for a major upgrade. As far as Sony keeping there consumers informed. Sony is always keeping us in the dark about anything that goes on over there at Sony in my opinion.

Ok, Im going to make this short. This is what I think should be done to re-store PSN greatness. Start applying our ideas in Playstation.Blog. Instead of a feature every 6 months lets try and get them out there faster. Hire more testers if you have to Sony. I would like to see a video on the whole PSN team. You know? Whose in charge of what and what the team is currently working on. Well, we all know what there working on now.


314

+ xxnike629xx on April 27th, 2011 at 2:28 pm said:

@xjustice1920
I agree. Sony has been keeping us in the dark.

They shouldn’t…


315

+ Verios44 on April 27th, 2011 at 2:58 pm said:

I will never leave ps3. I think those who want to leave should leavee. Leaves more room for growth of fans who will actually play.


316

+ proskatercam on April 27th, 2011 at 3:00 pm said:

@xjustice…you know what their working on, as do I. Nothing.


317

+ Lopez9577 on April 27th, 2011 at 3:10 pm said:

@304 nothing


318

+ zekececil14 on April 27th, 2011 at 3:17 pm said:

I think everyone should stop whining, because when PSN is back you will forget it ever happened.


319

+ zekececil14 on April 27th, 2011 at 3:19 pm said:

SPACEEEEEEEE!


320

+ Movie_Profile on April 27th, 2011 at 3:30 pm said:

@zekececeil14: Under normal circumstances, I would be inclined to agree with you, but frankly, these aren’t normal circumstances. This is alot different from the PSn outage last year due to the calandar bug or even the 1 to 2 week XBL outage a few years ago. The key factor in this situation is the fact that 75 million people +’s personal info was compromised, which left unchecked could ruin a lot of people’s credit/finances. Not being able to play online or buy anything via the PSN Store is one thing, but compared to possibility of having one’s identity stolen & financially ruined, lack of gaming for awhile pales in comparison


321

+ Lopez9577 on April 27th, 2011 at 3:31 pm said:

woooo im signed innnn


322

+ mcbuttz78 on April 27th, 2011 at 3:38 pm said:

you know xbox is being hacked right now to there on high sercurity alert

http://ingame.msnbc.msn.com/_news/2011/04/27/6543759-microsoft-issues-security-alert-on-heels-of-playstation-hack


323

+ zekececil14 on April 27th, 2011 at 3:38 pm said:

308
Yea, your right. Its just these people cry and cry. I mean, get your credit card cancelled and get new ones. The chance they use that information is 1/70000000 anyway. Why do people need to hack anyway? If you can hack huge networks, you must be pretty smart. You could get a well paying job as an Ethical Hacker.

309 Lopez, do you find that funny?


324

+ Movie_Profile on April 27th, 2011 at 3:47 pm said:

@zekececeil14 I should point out 1 more thing though. Even if you dont have a credit card attached to your PSN account(s) for whatever reason (be it you dont have one or too paranoid to use 1, specifically for issues like this), there may be issues nonetheless. The hackers may have enough info (or @ least a good chunck of it to get the proverbial ball rolling) to get a credit card taken out in one’s name. That would be a major issue. The odds of that happening *MAY* be low, but any odds above 0% are too damn high IMO. A secondary issue may be possible – once PSN does come online, the hackers could (in theory) change your PSN passwords before one gets a chance to do so oneself, hence locking one out of one’s own PSN account(s).


325

+ zekececil14 on April 27th, 2011 at 4:01 pm said:

I finally found this

4. WALLET
“SCEA has no obligation to reverse or refund unauthorized charges made on your credit or debit card.”


326

+ zekececil14 on April 27th, 2011 at 4:04 pm said:

15. WARRANTY DISCLAIMER AND LIMITATION OF LIABILITY
No warranty is given about the quality, functionality, availability or performance of Sony Online Services, or any content offered on or through Sony Online Services. All services and content are provided “AS IS” and “AS AVAILABLE” with all faults. SCEA does not warrant that the service and content will be uninterrupted, error-free or without delays. In addition to the limitations of liability in Sections 1, 2, 11 and 13 of this Agreement, SCEA expressly disclaims any implied warranty of merchantability, warranty of fitness for a particular purpose and warranty of non-infringement. SCEA assumes no liability for any inability to purchase, access, download or use any content or data. YOUR SOLE AND EXCLUSIVE RECOURSE IN THE EVENT OF ANY DISSATISFACTION WITH OR DAMAGE ARISING FROM SONY ONLINE SERVICES OR IN CONNECTION WITH THIS AGREEMENT AND SCEA’S MAXIMUM LIABILITY UNDER THIS AGREEMENT OR WITH RESPECT TO YOUR USE OF OR ACCESS TO SONY ONLINE SERVICES SHALL….


327

+ Fnook on April 27th, 2011 at 4:05 pm said:

I want to personally thank all of these ultra negative commenters for revealing their PSNid’s on this blog. When the PSN comes back online, my personal BLOCK-LIST will get quite full. Thanks for lining yourselves up in such a nice and easy row for me.


328

+ zekececil14 on April 27th, 2011 at 4:05 pm said:

BE LIMITED TO YOUR DIRECT DAMAGES, NOT TO EXCEED THE UNUSED FUNDS IN YOUR WALLET AS OF THE DATE OF TERMINATION. EXCEPT AS STATED IN THE FOREGOING SENTENCE, SCEA EXCLUDES ALL LIABILITY FOR ANY LOSS OF DATA, DAMAGE CAUSED TO YOUR SOFTWARE OR HARDWARE, AND ANY OTHER LOSS OR DAMAGE SUFFERED BY YOU OR ANY THIRD PARTY, WHETHER DIRECT, INDIRECT, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL AND HOWEVER ARISING, AS A RESULT OF ACCESSING OR DOWNLOADING ANY CONTENT TO YOUR PLAYSTATION 3 COMPUTER ENTERTAINMENT SYSTEM, THE PSP (PLAYSTATION PORTABLE) SYSTEM, BRAVIA TELEVISION, SONY BLU-RAY DISC PLAYER OR ANY HARDWARE DEVICE, OR USING OR ACCESSING SONY ONLINE SERVICES. UNLESS THIS PROVISION IS UNENFORCEABLE IN YOUR JURISDICTION, THE FOREGOING LIMITATIONS, EXCLUSIONS AND DISCLAIMERS SHALL APPLY TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, EVEN IF ANY REMEDY FAILS ITS ESSENTIAL PURPOSE.


329

+ zekececil14 on April 27th, 2011 at 4:09 pm said:

BAM!
11. Security
We will take appropriate technical and organisational steps to prevent unauthorised access to or disclosure of your information. However, we do not guarantee that we will eliminate all risk of misuse of your personal information. You are responsible for keeping your password secret to prevent unauthorised access to and use of your Sony Online Network account and any payment details which you have saved for your account. We ask you not to share your password with anyone. Remember to turn “Save Password” off before letting anyone else use your Sony Online Network account or giving your PSP™ (PlayStation®Portable), PlayStation®3 computer entertainment system, personal computer, BRAVIA® television or Blu-ray™ Disc player to anyone else, including for return to a shop or for repair.


330

+ RyuuSkyez on April 27th, 2011 at 4:09 pm said:

Ive already filed my class action lawsuit agianst Sony, its only a matter of time. Im hoping for atleast 1 million but we will see.


331

+ Darkstar6669 on April 27th, 2011 at 4:11 pm said:

RyuuSkyez, you are not gonna get a thing, grow up


332

+ Darkstar6669 on April 27th, 2011 at 4:12 pm said:

Why dont you go over XBL and phished over there lol


333

+ Movie_Profile on April 27th, 2011 at 4:13 pm said:

For what it’s worth, I just got a tidbit of info roughly 20 minutes ago. According to G4t’s Xplay news ticker, a senator from Massachussettes (?) (I forget his name) is initiating a class-action lawsuit on behalf of all 75 million+ PSN users who had their personal info compromised. G4 *may* have this same info on their website, although I can’t say for sure (seeing as I rarely visit the site).


334

+ zekececil14 on April 27th, 2011 at 4:15 pm said:

Yea, there is a lawsuit against Sony right now about how they didn’t properly secure the information. Im about to shoot it DOWN! 1 moment.


335

+ zekececil14 on April 27th, 2011 at 4:16 pm said:

320, thats true, but they will faill.


336

+ zekececil14 on April 27th, 2011 at 4:18 pm said:

In addition, Sony Online Services use industry-standard encryption to prevent unauthorized electronic access to sensitive financial information such as your credit card number. We also have security measures in place to protect the loss, misuse, and alteration of the information under our control. For example, before we allow Sony Online Services account holders to access their personal information, we verify their identity by requesting information such as their Sign-in ID and password. In the event of a security breach, we have procedures in place to protect our consumers’ data.


337

+ zekececil14 on April 27th, 2011 at 4:20 pm said:

Sorry, my comment didn’t post.


338

+ eymelendez on April 27th, 2011 at 4:20 pm said:

attetion all ps3 user. it is coming to my attention that i just found who’s responsible for all this outage. please go to youtube and search for: Geohotz latest interview. in the video you will see whos the responsible for all this but i think there are more bad news. i think when this is all over sony will send an update that will erase everything accept the gamertag or psn user. yes thats right all your trophies you have, you have to collect it all over again. you will have to purchase all the games that you bought AGAIN.everything. i say lets kick geohotz [DELETED] cuz WE are PAYING the price that this [DELETED] do!!!!! thumbs up if you agreed and leave me any comments about what you think.


339

+ Movie_Profile on April 27th, 2011 at 4:21 pm said:

@322 I can’t say whether or not the lawsuit will be successful or not, seeing as I do not practice law in any way, shape, or form, therefore I’m not qualified to comment on that matter. With that in mind, unless you yourself do practice law, I’d advise against commenting on it. Let’s face it, none of us on here are likely to be experts on law.


340

+ zekececil14 on April 27th, 2011 at 4:21 pm said:

Accuracy & Security
We seek to maintain reasonable security measures in order to attempt to protect against the loss, misuse or alteration of the personally identifying information under our control. Unfortunately, there is no such thing as perfect security. As a result, although we strive to protect personally identifying information, we cannot ensure or warrant the security of any information transmitted to us through or in connection with our website, Sony Online Services or that we store on our systems or that is stored on our service providers’systems.We strive to take reasonable measures to protect the confidentiality, security, and integrity of the personal information collected from our website visitors. Personal information is stored in secure operating environments that are not available to the public and that are only accessible to authorized employees.


341

+ fuzzyclutter on April 27th, 2011 at 4:23 pm said:

actually zeke … even a half decent bank has liability protection , so even if a hacker does use you
r number , the chances it will ruin your life … nil to none , pending if your astute and alert to account activity .

i ‘m more concerned with the fact that when they do get PSN up and running . I won’t be able to get to my PS3 in quite sometime to change my login info , perhaps 8 hours … more than enough time to allow a hacker to steal my account . What they need to do is ATLEAST TEMPORARILY disable he ability to associate ALREADY CREATED
ACCOUNTS on a different PS3 to give people time to get to their PS3 ‘S and change login info , before the thieves do .


342

+ zekececil14 on April 27th, 2011 at 4:23 pm said:

325, the first part of 323 wont post, but the first sentence on 323 shoot the lawsuit down.


343

+ zekececil14 on April 27th, 2011 at 4:25 pm said:

326, i know, you have my intentions wrong.


344

+ Movie_Profile on April 27th, 2011 at 4:27 pm said:

@everyone – I suggest turning in to today’s AotS on G4, & watch (specifically) their “The Feed” sewgment, which should com on any moment, once they come back from commercial break. This applies to all 75 million + PSN users.


345

+ zekececil14 on April 27th, 2011 at 4:30 pm said:

here

A class action lawsuit was filed against Sony a day after the company publicly admitted that personal information from PlayStation Network was compromised by a security breach. The lawsuit was filed by the Rothken Law Firm today in a California court and alleges Sony “failed to take reasonable care to protect, encrypt, and secure the private and sensitive data.”

and the privacy policy

In addition, Sony Online Services use industry-standard encryption to prevent unauthorized electronic access to sensitive financial information such as your credit card number. We also have security measures in place to protect the loss, misuse, and alteration of the information under our control. For example, before we allow Sony Online Services account holders to access their personal information, we verify their identity by requesting information such as their Sign-in ID and password. In the event of a security breach, we have procedures in place to protect our consumers’ data.


346

+ Darewind on April 27th, 2011 at 4:33 pm said:

Video game EULA & ToS are difficult to hold up in court as you have to agree to them post payment and refusal to agree to them will not qualify you for a refund and will deny you use of part of or all of what was paid for.It would be a fair assumption that the same would apply to consoles and their online networks.


347

+ Movie_Profile on April 27th, 2011 at 4:34 pm said:

At any rate, I hope that the lawsuit is successful, not because I’m expecting any sort of compensation, rather because I’m hoping that it results in legal precedent.

BTW, if you didn’t catch AotS’ “The Feed” segent on G4, People are lready seeing money taken from their bank accounts o9r showing up on Credit card bills, in & upwards of $600!


348

+ s1mpl3______j4ck on April 27th, 2011 at 4:35 pm said:

good thing i never put in my credit card :P


349

+ zekececil14 on April 27th, 2011 at 4:43 pm said:

“Sony’s breach of its customers’ trust is staggering. Sony promised its customers that their information would be kept private. One would think that a large multinational corporation like Sony has strong protective measures in place to prevent the unauthorized disclosure of personal information, including credit card information. Apparently, Sony doesn’t,” commented J.R. Parker, co-counsel in the case.

Apparently? One would think? You file a lawsuit with that?

Apparently by definition: Plainly; clearly; manifestly; evidently; Seemingly; in appearance only; According to what the speaker has read or been told (basically, not factual, but assumption)

Even if Sony had “strong protective measures in place to prevent the unauthorized disclosure of personal information, including credit card information.” That doesn’t mean it can’t be breached.


350

+ fuzzyclutter on April 27th, 2011 at 4:45 pm said:

actually the info we provide name , address is NOT enough info to secure a credit card .


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