I am posting this publicly because I have spent weeks trying to resolve an extremely serious issue with LEGO Batman: Legacy of the Dark Knight, and WB Games Support has done almost nothing beyond sending generic replies, repeatedly closing my tickets and telling me that the problem might be considered in some unspecified future update.

I paid approximately €70 for the digital PS5 version of the game. It has now been completely unplayable for weeks. I cannot refund it because I had already played too much before the problem started, and the repeated complete shutdowns that originally occurred exclusively in LEGO Batman have now spread across my entire PS5.

At this point, I have lost access to both the €70 game and effectively the console itself, while WB Games has refused to meaningfully engage with the issue or offer any actual help.

I have the full email correspondence and can provide screenshots if anyone wants evidence.

The original problem

LEGO Batman originally worked normally. I had reached approximately 30% completion before the issue began.

Then the game started causing my PS5 to shut down completely.

This was not a normal application crash. It did not return me to the dashboard or display a normal PlayStation error code. Instead, the entire console instantly lost power.

Every light turned off. There was no warning, no crash report and no error code. I had to manually power the PS5 back on, after which it would tell me that the console had not been shut down properly and would repair the storage.

The shutdown could occur at practically any point during startup:

• Immediately after launching the game
• Before any splash screens appeared
• During the splash screens
• After the splash screens but before the main menu
• While sitting in the main menu
• After selecting Continue
• During loading

Eventually, I became completely unable to reach gameplay.

I attempted to launch the game more than 30 to 40 times while troubleshooting. Not once during those attempts was I able to enter gameplay.

This was not a case where the game occasionally crashed after playing for several hours. I could not play it at all. It often shut the console down before I even reached the main menu, and sometimes before the first splash screen appeared.

I also could not stay in the game long enough to change most in-game settings, so almost all troubleshooting had to be performed through the PS5 itself.

I spent hours proving that it was initially isolated to LEGO Batman

I did not immediately blame the game or assume my PS5 was fine.

I spent hours deliberately testing the console with other demanding games, including Cyberpunk 2077, God of War, Crimson Desert and several others. I deliberately tried to stress the hardware as much as possible.

I played other demanding games for hours. I left some running for very long periods. I repeatedly went back and forth between testing LEGO Batman and testing other games.

The result was consistent:

LEGO Batman caused complete shutdowns.

The other demanding games did not.

There were no shutdowns, no overheating warnings, no graphical issues, no instability and no unusual behaviour in any other game.

The console worked normally for hours under load, but LEGO Batman repeatedly shut it down.

This is important because the problem was not initially appearing everywhere. It was completely isolated to one game despite extensive attempts to reproduce it elsewhere.

Every troubleshooting step I tried

I performed practically every standard troubleshooting step, as well as many additional ones:

• Restarted the PS5 repeatedly
• Fully powered it off between tests
• Updated the PS5 system software
• Installed the latest available game update
• Deleted and completely reinstalled LEGO Batman
• Cleared the PS5 system software cache through Safe Mode
• Rebuilt the database through Safe Mode
• Allowed storage repair to finish after every shutdown
• Deleted all local LEGO Batman save data
• Tested with no local save file present
• Tested after removing my existing progress
• Changed numerous PS5 performance settings
• Changed display and video-output settings
• Changed performance and resolution preferences
• Tested after completely fresh system restarts
• Tested with no other applications running
• Tested with the console connected to and disconnected from the internet
• Confirmed the game was installed on the standard internal PS5 SSD
• Confirmed that no external drive or M.2 expansion storage was involved
• Eventually performed a complete PS5 reset

None of it fixed anything.

Deleting the save did nothing.

Reinstalling the game did nothing.

Clearing the cache did nothing.

Rebuilding the database did nothing.

Changing settings did nothing.

Even completely resetting the PS5 did nothing.

The game still caused the same complete power loss.

My account-related theory

The game had previously worked, and I had reached roughly 30% completion before the problem started.

After deleting the save data, reinstalling the game and completely resetting the PS5, the issue remained exactly the same.

Almost every local variable had been removed or changed. The main constant I could not change was my PSN account.

Because of that, I raised the possibility that my original save or progression state may have triggered something outside the normal local save file, possibly involving cloud-synchronised data, account-linked progression or backend information attached to my PSN profile.

I never presented this as proven. I offered it as a possible technical lead because the game had worked until a certain point and the problem survived the removal of all local game data and even a full console reset.

WB Games never meaningfully engaged with this theory.

They never asked for account information.

They never asked for my original PS5 save data.

They never asked for anything that could test whether progression or account-linked data was involved.

WB Games Support’s initial response

I contacted WB Games Support and gave them a detailed description of the problem.

Their first responses largely consisted of generic troubleshooting steps that I had already performed.

I repeatedly had to explain that this was not a normal game crash.

The PS5 was losing power completely.

There were no lights.

There was no error code.

There was no normal crash report.

The system repaired storage after every reboot.

Other demanding games worked normally.

The game could shut the console down before even reaching the splash screens.

I explained all of this multiple times because their replies repeatedly treated it as if I were reporting an ordinary application crash.

I also explained every troubleshooting step I had already completed, including clearing the cache, rebuilding the database, reinstalling the game, deleting save data, changing settings and resetting the PS5.

Despite this, they continued sending generic instructions, including instructions I had already told them I had completed in exactly that order.

They never requested any evidence

Throughout the support process, I repeatedly offered to provide anything that could help them investigate:

• My original PS5 save data
• Video footage of the shutdowns
• Exact reproduction steps
• Additional console information
• My PSN account information if required
• Any files or diagnostic data the developers might need

Not once did they ask for any of it.

They did not request the save file.

They did not request a video.

They did not ask for additional system information.

They did not ask for my PSN details.

They did not ask me to test another account.

They did not attempt to reproduce my particular save or progression state.

They did not provide a way to send diagnostic information securely.

They did not meaningfully acknowledge that I was offering these things.

This was especially absurd because they repeatedly claimed that the issue had been forwarded for investigation, yet they showed no interest in gathering the evidence I was offering that might actually help that investigation.

The tickets were repeatedly closed

WB Games did not simply close the ticket once after resolving it.

The tickets were closed multiple times while the issue remained completely unresolved.

I repeatedly had to reopen or continue the conversation because the game was still completely unplayable and no actual solution had been offered.

Their approach appeared to be:

• Send generic troubleshooting
• Say it was forwarded
• Close the ticket
• Provide no fix
• Provide no workaround
• Provide no refund
• Request no evidence
• Give no meaningful update

Every time I supplied more detail, they either repeated earlier information or closed the case again.

At no point did I receive meaningful help aimed at restoring access to the product I paid €70 for.

The useless public bug report

Eventually, WB Games directed me to a public bug report and told me to keep an eye on it and contribute information there.

The problem is that I had already commented on that exact report weeks earlier.

Even worse, the report was marked Stale.

There had been no meaningful update.

There had been no visible response from WB Games.

There was no developer explanation.

There was no indication that the issue was actively being investigated.

There was no workaround.

There was no fix.

I had already submitted my information there, yet WB Support presented the stale report as if it were a useful next step.

Telling a customer who has already spent weeks reporting a critical issue to “keep an eye on” a stale post they already commented on is not support.

It is hand-waving the problem away.

What happened after the original support contact

After my earlier correspondence with WB Games, I continued troubleshooting LEGO Batman for another two or three hours on my own.

I repeatedly tested the game and different console-side settings. It continued causing complete shutdowns.

Before and during this period, I also continued testing other games. Those games remained stable. The problem still appeared exclusively in LEGO Batman.

Eventually, after exhausting every reasonable troubleshooting step, I shut the PS5 down and stopped using it for roughly one to two weeks.

When I later turned it back on, I tried to download the new Assassin’s Creed.

During the download, the PS5 suddenly performed the exact same complete shutdown that had previously occurred only with LEGO Batman.

The console instantly lost all power.

There were no lights.

There was no error code.

There was no crash report.

After restarting, it repaired storage again.

I initially hoped this was an isolated incident.

The download eventually completed, and I launched Assassin’s Creed.

After only a few minutes, the console completely shut down again in exactly the same way.

Since then, the problem has spread across the entire system.

The PS5 now performs the same hard shutdowns in multiple games and even while downloading content.

I can no longer reliably play games.

I can no longer reliably download games.

The console has effectively become unusable.

The blank error messages

On two occasions, instead of immediately shutting down, the PS5 displayed a generic “Error” notification.

When I selected “View Error”, the window was completely blank.

There was no message.

There was no error code.

There was no useful information of any kind.

The download could not properly resume, and retrying either produced the same empty error or another complete shutdown.

This is now clearly no longer an ordinary single-game crash.

Why I believe LEGO Batman is the most likely trigger

I cannot inspect the PS5 hardware or software logs myself, so I cannot identify the exact mechanism.

However, the timeline is extremely clear and LEGO Batman is by far the most obvious and likely trigger.

Before this issue, my PS5 worked normally.

When the problem began, it occurred exclusively in LEGO Batman.

I spent hours testing numerous other demanding games and deliberately stressing the hardware. Those games remained completely stable.

I repeatedly returned to LEGO Batman, and LEGO Batman repeatedly caused complete power loss.

I continued reproducing the LEGO Batman shutdowns for several more hours.

Only after all of those repeated hard shutdowns did the identical behaviour later begin appearing system-wide.

It is possible that the game exposed an underlying weakness, that the repeated hard shutdowns caused broader corruption or damage, or that the game triggered another system-level failure. I cannot identify the precise technical mechanism without access to Sony or developer diagnostics.

But acting as though LEGO Batman is unrelated would make no sense based on the actual sequence of events.

It was the only software producing the failure despite extensive testing elsewhere, and the same failure later spread beyond the game after repeated reproduction.

At minimum, there is a serious possibility that the game triggered or contributed to the current condition of the console.

That possibility alone should have caused WB Games to treat the report as urgent.

Instead, they barely acknowledged it.

I reported the system-wide escalation to WB Games

After the same shutdowns began occurring in other games and during downloads, I contacted WB Games again.

This was not a minor follow-up.

The original problem had progressed from one unplayable game to an effectively unusable console.

I gave them the full updated timeline.

I explained that:

• The shutdowns were originally exclusive to LEGO Batman
• I had spent hours proving other games were stable
• I continued troubleshooting LEGO Batman for several more hours
• I then left the PS5 unused for approximately one to two weeks
• The identical shutdown appeared during an Assassin’s Creed download
• It happened again after launching Assassin’s Creed
• It now occurs in other games and during downloads
• Some errors produce completely blank error-report windows
• The console is now effectively unusable

Their response did not meaningfully engage with any of it.

They did not address the possibility that the original issue had spread system-wide.

They did not address the possibility that the game had triggered or contributed to the condition of the console.

They did not express concern about the PS5 now being unusable.

They did not request any new evidence.

They did not ask for my save.

They did not ask for video footage.

They did not ask for system information.

They did not provide a new troubleshooting path.

They did not offer any practical assistance.

They simply repeated that the developers had been informed, said there was no timeline and directed me back to the same stale bug report I had already commented on weeks earlier.

Then they closed the ticket again.

Their entire response amounts to “that is unfortunate, maybe it will be fixed someday”

That is effectively the complete extent of their customer support.

I paid €70 for a game.

The game has been completely unplayable for weeks.

I completed every troubleshooting step.

I spent many hours doing the testing that support should have been helping with.

I provided detailed reports.

I repeatedly offered evidence.

I reported that the problem had escalated from one game to the entire console.

WB Games did not attempt to make the situation right in any meaningful way.

There was:

• No working solution
• No workaround
• No request for diagnostic evidence
• No meaningful technical engagement
• No refund
• No replacement
• No store credit
• No compensation
• No clear update
• No timeline
• No acknowledgement of the scale of the escalation
• No concern that the console may have been affected
• No explanation of what was actually being investigated
• No indication that the stale bug report was being actively reviewed

Instead, they repeatedly closed the tickets and told me that the information might be useful for a future update.

That is completely unacceptable.

The €70 matters

€70 is a significant amount of money for me.

I am currently unable to work because of my health, so purchases like this are not insignificant or disposable.

I still chose to spend that money on the game.

Now I cannot use the product I paid for, I cannot receive a normal refund because I had already reached around 30% completion, and WB Games has made no attempt to provide a practical remedy.

From their responses, the fact that a paying customer has lost access to a €70 product for weeks appears to be treated as nothing more than an unfortunate bug report that may or may not influence a future patch.

That is not acceptable treatment of a customer.

Now the PS5 itself is effectively bricked

The situation is no longer limited to the game.

The same complete shutdown behaviour now occurs across the PS5, including in other games and during downloads.

The console can no longer be used reliably.

The issue began exclusively with LEGO Batman, remained exclusive to LEGO Batman despite hours of testing other demanding games, and spread system-wide only after repeated LEGO Batman shutdowns.

I have contacted Sony, but I have not yet received a meaningful response or diagnosis.

Until the console can be professionally examined, I cannot prove the exact internal mechanism. However, LEGO Batman remains the clearest and most likely vector based on the documented timeline.

The fact that there is even a serious possibility that their game contributed to effectively bricking a console should have resulted in urgent and meaningful engagement from WB Games.

Instead, they closed the case and said the information might help with a future update.

This post is about WB Games’ handling as much as the technical issue

Software can have bugs. I understand that not every issue can be solved immediately.

What is unacceptable is how WB Games has handled a paying customer reporting a critical failure.

They repeatedly failed to engage with the information I provided.

They repeatedly sent generic troubleshooting I had already completed.

They repeatedly closed tickets without resolving anything.

They ignored repeated offers of save data, footage and additional diagnostic information.

They gave no workaround.

They made no attempt to make the customer whole.

They directed me to a stale public report I had already contributed to.

They ignored the significance of the issue progressing from one game to the entire console.

They left me with an unusable €70 game and a PS5 that is now effectively bricked.

Their final position appears to be that they have “noted” it, the developers may consider it in a future update, and the support ticket is closed.

That is not customer support.

That is dismissing the customer and moving on.

I am posting this publicly because weeks of private correspondence achieved practically nothing.

I can provide the full email correspondence, screenshots of the support replies, the stale bug report, the troubleshooting timeline and any other evidence people want to see.

Has anyone else experienced complete PS5 shutdowns with LEGO Batman: Legacy of the Dark Knight, particularly shutdowns that require storage repair afterward? Has anyone had similar experiences with WB Games Support refusing to meaningfully engage with a serious technical issue?