Knack 2

Apr 27

Apr 27

Q&A #1 for PlayStation Network and Qriocity Services

Patrick Seybold's Avatar Posted by Sr. Director, Corporate Communications & Social Media

First off, we want to again thank you for your patience. We know that the PlayStation Network and Qriocity outage has been frustrating for you. We know you are upset, and so we are taking steps to make our services safer and more secure than ever before. We sincerely regret any inconvenience or concern this outage has caused, and rest assured that we’re going to get the services back online as quickly as we can.

We received a number of questions and comments yesterday and early today relating to the criminal intrusion into our network. We’d like to address some of the most common questions today.

We are also going to continue to post updates to this blog with any additional information and insight that we can over the next few days.

We are reading your comments. We are listening to your suggestions. Please keep them coming.

Thank you.

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 recognized technology security firm to conduct a complete investigation. This malicious 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) and expiration date may have been obtained. Keep in mind, however that your credit card security code (sometimes called a CVC or CSC number) has not been obtained because we never requested it from anyone who has joined the PlayStation Network or Qriocity, and is therefore not stored anywhere in our system. UPDATE: While we do ask for CSC codes, we do not store them in our database.

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, social security 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 credit reports.

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 4 digits and last 4 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 recognize that 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 recognized technology security firm and law enforcement 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.

Add Your Own

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Cyb3rfr34k-iso said:

April 27th, 6:48 pm

lol zekececil
u got rick rolled xD

Conrad_Max said:

April 27th, 6:49 pm

+ Budapesti on April 27th, 2011 at 6:36 pm said:

I take it that once you have weaned yourself from the PSN/PS3, we will no longer have to suffer your rude remarks?

Why do people keep posting the same negativity? Is the purpose to get support for their “cause” or to have others agree with them so that they won’t feel so alone when they hope to move on?

Fine. People will be going to different systems. That’s great. We all enjoy variety. We get it. But can you please do it quietly?

zekececil14 said:

April 27th, 6:49 pm


fuzzyclutter said:

April 27th, 6:50 pm

yeeeeah ok + datastorm98632 ???? you and nike need to move foward … it’s like day 1 for the both of you , while others are moving foward and just want get past this , you two just sdeem to want to sulk in the day one blame game , SHOULDA , WOULDA , COULDA . wherever were you two on that day right … they could have had both you two there … and it never wouldve happened right ???

Let’s get the PSN up so we can start talking games again … all this talk of credit card /financial fraud belogs on a boring financial site .

zekececil14 said:

April 27th, 6:51 pm

I am DETERMINED to make “SPACEEEEEE!” as popular as “The cake is a lie”!!!!!!!!

zekececil14 said:

April 27th, 6:53 pm


Lopez9577 said:

April 27th, 6:56 pm

Lol @ the guy who says he has a list of people to block. Dude grow up no one cares if you block them you’re only 1 out of 170 PSN users you think your sending a message? you think people will care if you block them? you probably need more PSN friends than trying to shove them of

lebronjc said:

April 27th, 6:56 pm

sigh… still all bad news, thanks for the update though.

arkard1000 said:

April 27th, 6:57 pm

Thanks Patrick; i how Sony can find those criminals, i know it’s a hard work what all you are doing there to improve PSN and the new update! and don’t forget and equalizer in this update! lol! seriously! :P

this week has been fast and playing offline Midnight Club LA and i had a good time this week with that!

Enigma777 said:

April 27th, 6:57 pm

There better be some compensation for this (especially for Plus members). It’s been a huge headache changing all of my passwords and cancelling my CC.

bmart008 said:

April 27th, 6:59 pm

Good to know you guys are fighting the good fight to keep us protected, good luck rebuilding the system.

datastorm98632 said:

April 27th, 6:59 pm

agreed Bloodycow.
Encrypted or not there are ways to decrypt data, for most this is to costly and too time consuming.
For some they have the money and tech savvy to decrypt it.

It took a re-build to make sure that all data was protected. and an entire re-build is costly and time consuming, I Imagine for those that are me and ” I want it now (Stomping there feet) ” this time is pretty hellish for them as they have only one concept they have not learned. Patience. How ever there are those of us that have had enough of Sony’s excuses.

It is time that Sony Puts away it old ideas of cloak and dagger as well, as its lies for removing features.
Perhaps it is time for Sony to get back to consumers Basics 101 and if they are unable to treat consumers with respect, then the company will come to an end. because once you irk enough consumers and stock holders, that places the company in great pearl. If inverters are walking away, then that is extremely Dangerous for Sony. When they turn there backs, one had better head great attention to them in what they are saying.

Lopez9577 said:

April 27th, 7:00 pm

I hope sony finds the hackers and puts them in Jail!!! I mean they just stole a boatload of personal info they deserve 25 to life :)

zekececil14 said:

April 27th, 7:02 pm

Please fix the comments on how it says “_______ on April 27th, 2011 at 6:57 pmsaid:” There needs to be a space between “pmsaid”, it really bugs me.

Gtagentleman said:

April 27th, 7:03 pm

So Sony, how are you holding up? BECAUSE I’M A POTATO.

*slow sarcastic clap*

*slow sarcastic clap*

*slow sarcastic clap*

zekececil14 said:

April 27th, 7:04 pm


Verios44 said:

April 27th, 7:06 pm

Thanks for the update SONY. It must be a pain to move dozens of servers and even more dozens of secondary servers ot a completely new location. I am also happy you are beefing up security 10 fold.

zekececil14 said:

April 27th, 7:07 pm

G’night and SPACEEEEEE!


April 27th, 7:08 pm

I’m wondering if we would have to change our PSN ID’s or not and also if would lose trophy info because i worked really hard to get some of these trophies.

whitmer said:

April 27th, 7:09 pm

How about a facebook app :]

whitmer said:

April 27th, 7:10 pm

on the ps3 :{}

Lopez9577 said:

April 27th, 7:11 pm

they have a facebook app whitmer

driver4_ said:

April 27th, 7:12 pm

SONY, you are doing a great job so far and these answers definitely bring light to the situation. I will change my passwords as directed.

datastorm98632 said:

April 27th, 7:22 pm

This is the downside of the social-media fascination. As groups of people congregate on a Web site, they are increasingly vulnerable to a hacker.
Nobody will want to use social web sites that are not safe. Nor will they want to use an unsafe means for Money and goods transactions.

Sony, You need to start treating the consumers a great deal better then you have had in the past. even those that are in the Stock holders field are sending you a very clear and concise message that they are very dissatisfied with you performance. You Need to change your ways or your company won’t be supported much longer.
Consider this your wake up call and turn from your ways of old least you become no more.

datastorm98632 said:

April 27th, 7:29 pm

6758 SONY CORPORATION 2,252.00 -114.00 -4.82% 2.26T
Eh, that does not look good.

(Reuters) – Shares of Sony Corp (6758.T) extended losses to trade down as much as 5.2 percent, hitting a one-month low on Thursday as investors worried over the widening impact of a massive leak of personal information of users of its PlayStation network.
The investors have Spoken So mote it be , head there warnings closely Sony.

fuzzyclutter said:

April 27th, 7:30 pm

of course …look how well data’s multi billion dollar entertainment industry is run…. DOH !!!!

Lopez9577 said:

April 27th, 7:34 pm

they better turn PSN on NOW!!!! Its been a week man…. STEP YA GAME UP!!!!!!!!!!!!!!!!!!!!!!!!!

hush404 said:

April 27th, 7:35 pm

hope things get sorted out and smoothed over. This is a big ol f*** bomb it seems.

monyking said:

April 27th, 7:36 pm

yeah….the evil is gone and now everything is going to be back to normal. YEAH, I have done alot of playing on Modern Warfare 2 and got more trophies…on veteran.

Verios44 said:

April 27th, 7:40 pm






mcbuttz78 said:

April 27th, 7:43 pm

@ data 2.26 cents off a 26$ a share in stock is not much of a lost my friend .

Also to P. Seybold.

Tell all your staff thank you and we all really appricate every thing you guys are doing to keep the psn network going strong and better than before. It really means alot . We also at the psn legion would like to wish the sony sercurity team happy hunting and dont forget the old detective saying” to hunt a criminal in the dark is best case, becuase he never knows hit’ em

vp-psn legionairre commitee

Autoxfool said:

April 27th, 7:44 pm

….glad I don’t have a portfolio with Sony stock in it. Be a double whammy. Lose money and no online access. Bummer!

Good to see updates though. *applauds*

Now, back to the single player gaming since the 1st round of the playoffs are over. :)

Verios44 said:

April 27th, 7:44 pm


and thanks for keeping us up to date with the best info you had.

Verios44 said:

April 27th, 7:46 pm

its idiots like lopez that really agrivate me. Everyone here but a few have been patient ad greatufl of these updates. But, some have been unforgiving and ruthless. Those people can just leave PSN as far as I am concerned. WSe are better without them.

ShadowDoGGG said:

April 27th, 7:51 pm

Hmm my cookies have gone on the EU blog and obviously can’t log in so time to go on this one instead

Unseen_Soul said:

April 27th, 7:51 pm

Everyone is over-reacting with their credit card info. Paranoia is the reason that events like the stock market crash happen. Even thinks everyone else is out to get them and they go way to far to “protect” themselves. People, you’re fine. Sony, keep doing work.

I just love watching everyone’s reactions to this so much

Only thing on my mind about this is what new demos are gonna be out when PSN comes back and up my new password

Verios44 said:

April 27th, 7:55 pm

I am just getting tired of constant complaints.

Bue2_222 said:

April 27th, 7:56 pm

I truly think people who switch the PS3 for a 360 just because of the outage are total ***** bags. Boo hoo, the network is down. So, Not all companies are perfect but I still with Sony. (sorry about the rant)

Maybe a week off of PSN does do some good and with the rebuild, they can do lot more with up-to-date technology that they can’t do before. Just wait it out and enjoy some single player games you haven’t completed yet or call a friend to come over and do a local game. PSN is not dead (unless Sony said that).

I just glad Sony was able to encrypted my credit card number before the hack and might as well retire my old password and get a new one when it get back on.

Sony, I’m with you.

datastorm98632 said:

April 27th, 7:57 pm

@mcbuttz78 it is when the company goes fro 7 trillion to 2.2 trillion
not mention what this aricle says that I found
Sony Corp (NYSE:SNE) is getting its ass handed to itself. Sony’s stock has fallen more than 5% since last week and is now 10% away from its 12 month low.
This is terrible news for Sony and it could get worse at this point for the massive company. Thanks to the internet and media pounding the fear of your personal data could be up for grabs, the Masters expect Sony shares to continue to sink.
Hey guys I am not making this up..this is on actual websites. Just Google SNE and you will find what I am finding to be true. and there is a news box at the side of goggles live chart and ticker. And frankly I tend to agree with the stock holders on all of this. Sony is getting there buts handed to them . and frankly…to be honest, maybe it is about time.

Ratchet426 said:

April 27th, 7:58 pm

Hold on….”moving our data center to a new, more secure location” ??

This sounds to me like there was some kind of *physicall* security breach in their current data center (wtf?!?) If it was entirely a remote network attack (like most malicious hacking is done) why the need to physically move data centers?

Just seems like an odd statement to me…

s1mpl3______j4ck said:

April 27th, 7:59 pm

new password:
lol. out loud haha

Jimmy_Cosmos said:

April 27th, 8:04 pm

Just leave the PSN off, stop making PS3s and wait a year or two while building a much better & robust PSN network and launch the PS4. You’ve already given up on the PSP and the PSPGo. This gen is a disaster for you Sony. Rushing to build a brand new PSN in a few weeks is just asking for another disaster like you just had. How can you possibly be sure what you’re rushing to do in a couple of weeks will be better than what you’ve had to make secure in the past 5 years?

datastorm98632 said:

April 27th, 8:06 pm

UPDATE 1-Sony may face global legal scrutiny over breach.
U.S. lawyers focused on data breaches eye legal action

* British government watchdog launches investigation

* U.S. state attorneys general also discussing incident (Recasts with comments from U.S. legislators)

Sony Corp (6758.T) could face legal action across the globe after it belatedly revealed one of the biggest online data breaches ever.
source sited:

Well there you have it. Is this the beginning of the end?

Cyb3rfr34k-iso said:

April 27th, 8:13 pm

@ Ratchet426
Skynet is booting!

LilWayneSuckz said:

April 27th, 8:13 pm

SCE please have,
-Multimillion dollar ad campaign for the PS3 (ABC, NBC, CBS, FOX) that showcases the reasons why people should own the system
-Multimillion dollar ad campaign for “Infamous 2” on major networks
-Give every subscribing member of Qrocity, Netflix, DC Universe Online, Free Realms, and Hulu Plus a free month of service for each respective service they’ve subscribed too
-Give EVERY member of PSN 3 months of PSN+ for free, this will give people a chance to try out the service and users will flock to the PSN for the free games and the discounts as well as the free trials for retail download games, and once the time limit ends they may be so satisfied that they want to continue using it and will want to pay the yearly subscription fee with their CC or pay card
-Open up a 24/7 PSN Hotline for those who have any questions regarding the hack
-Have Jack Tretton or Kaz personally apologize for any inconvenience that people may have through a video message sent out to the public, gaming sites, etc. Elaborate on the issues and reassure people that SCE is going to do anything and everything to earn their customers’ trust back
-Make sure people know the NGP will be as secure as well

datastorm98632 said:

April 27th, 8:13 pm

Physically moving the servers, dang I wish I could see that many trucks hauling that much equipment lol that would be some moving fee that is for sure. Not to mention having to reload the new software. So, I wonder if there moving the servers and not getting new ones..that means that the only thing they are changing is the software?

datastorm98632 said:

April 27th, 8:22 pm

Sony Corp. (SNE)’s network entertainment unit faced a legal and regulatory backlash over delays in telling 77 million subscribers that their personal account data may have been stolen by a hacker.

A lawsuit filed yesterday in federal court in San Francisco alleges the delay left PlayStation console users exposed to losses related to any credit-card data theft. Officials in Connecticut, the U.K. and Ireland began inquiries.
The Legal grounds for this:
In the lawsuit, plaintiff Kristopher Johns, of Birmingham, Alabama, seeks to represent people who bought a PlayStation console, subscribe to either PlayStation Network or Qriocity service and “suffered loss of service and break of security,” according to the complaint.
The complaint seeks payment for credit monitoring for all plaintiffs, refunds for defective services and PlayStations, and unspecified punitive damages.

That is serious people VERY SERIOUS.

KAHUNAx said:

April 27th, 8:24 pm

let a bunch of idiots hack the server and now we have to wait another six days [DELETED] you anon and [DELETED] you sony

KAHUNAx said:

April 27th, 8:25 pm

they even warned you!

Mot345 said:

April 27th, 8:27 pm

While you guys are redoing the software, why don’t you make it possible to change our usernames? Personally, I think that would make up a lot for the invonviences of all this.

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