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Rockstar Support

How to tell whether failed installations or random crashes/freezes/glitches are caused by a bad disc or console hardware issue

Question: I am suddenly experiencing random and intermittent crashes, freezes, and crazy glitches all over the place. I have cleared my cache, deleted game data, re-downloaded the title update, tried to play without my save files, and nothing works. None of my friends’ games have these problems, so it can’t be game itself. How do I know if the problem is my disc or my console?

Answer: Rockstar games frequently read data off the disc, and the following behaviors suggest that the game cannot read the disc and there may be a problem with either the disc or the console.

Grand Theft Auto V

  • No audio
  • Cut-scenes stuttering or freezing in random locations, but only on that disc or console
  • Sound effects playing, but no dialogue audio or dialogue cutting in and out
  • Random, non-reproducible crashes and freezes that only happen when using a particular disc or console
  • Getting to a spot where you know there should be a cutscene, but no cutscene plays and all you can do is walk around the area
  • Stuck on the "loading story" screen
  • Generic text showing up in Xbox dashboard or PS3 XMB when viewing game icon
  • Popping in of objects in high level-of-detail environment or textures, objects being unusually slow to load in
  • PS3 beeping and turning itself off
  • Being kicked back to the PS3 XMB or Xbox 360 dashboard without warning
  • Being unable to install the game to the hard drive on 360 (stalling at the same % each time), or freezing during game data installation on the PS3.

Max Payne 3

  • No audio
  • Missing menus when you press Pause
  • Cut-scenes stuttering or freezing in random locations, but only on that disc or console
  • Sound effects playing, but no dialogue audio or dialogue cutting in and out
  • Random, non-reproducible crashes and freezes that only happen when using a particular disc or console
  • Max Payne falling through the floor randomly, plummeting down underground into emptiness and then dying
  • Getting to a spot where you know there should be a cutscene, but no cutscene plays and all you can do is walk around the area
  • Generic text showing up in Xbox dashboard or PS3 XMB when viewing game icon
  • Popping in of objects in high level-of-detail environment or textures, objects being unusually slow to load in
  • PS3 beeping and turning itself off
  • Being kicked back to the PS3 XMB or Xbox 360 dashboard without warning
  • Being unable to install the game to the hard drive on 360 (stalling at the same % each time), or freezing during game data installation on the PS3.
  • Freezing during the kill cam

L.A. Noire

  • Extended pauses interacting with objects, e.g. picking up objects
  • Delays in conversations (typically pauses between lines of dialogue)
  • Dropping out audio (dropping out part way through)
  • Animation popping / jerking
  • Suddenly stopping while driving, as if hitting an invisible wall, but then being able to continue (physics not streaming in quickly enough)
  • Popping in of objects in high level-of-detail environment or textures
  • Popping in of characters
  • Jerky camera movement, jerky animation, or pauses in cut-scenes/cinematics
  • Extended pauses bringing up the pause menu map
  • Being unable to install the game to the hard drive on 360 (stalling at the same % each time), or freezing during game data installation on the PS3.
  • Crashing immediately upon selecting the game icon from the 360 Dashboard or PS3 System Software.
  • PS3 freezing immediately upon inserting the game disc, before the game is launched.
  • Randomly being kicked out of the game to the 360 Dashboard or PS3 System Software with no error message.
  • Freezes on load screens even after deleting game data, deleting the Game Options file, and re-downloading the latest title update
  • Camera zooming out forever with the action stuck and the music looping the last two seconds or so of what it was playing

Red Dead Redemption

  • Missing callouts, missing menu text items on pause menu and inventory menu, and missing map.
  • In-game time stopping, being unable to interact with objects. At the same time, being able to clip through your horse.
  • Riding a certain distance in any direction before losing the ability to move (buttons do not work, but objects like grass and trees still sway in the wind).
  • Calling for a horse and having it gallop and then warp around the screen.
  • Calling for a horse, successfully mounting, and then ending up frozen under the ground looking up with the ground texture missing with the ability to rotate the camera and create "psychedelic trails" with the horse model.
  • Reaching the end of a Multiplayer match and freezing before the Results Screen, after which the sky animations move at high-speed and the world turns to night.
  • Being unable to install the game to the hard drive on 360 (stalling at the same % each time), or freezing during game data installation on the PS3.
  • Crashing immediately upon selecting the game icon from the 360 Dashboard or PS3 System Software.
  • PS3 freezing immediately upon inserting the game disc, before the game is launched.
  • Randomly being kicked out of the game to the 360 Dashboard or PS3 System Software with no error message.
  • Freezes on load screens even after deleting game data, deleting the Game Options file, and re-downloading the latest title update
  • Audio dropping out randomly
  • Cut-scenes not loading or subtitles missing

Here are the steps to determine whether the issue is with the disc or the console:

1. Examine your disc for scratches, dust, or obvious damage. Clean the disc with a soft cloth or cleaning kit and try the game again.

  • If the game works for a certain period of time and then the issues begin to recur with increasing frequency, then the console disc player may be dirty and affecting the disc over time. If you are putting more hours into these Rockstar discs than other games, this effect of the dirty console on the disc may be pronounced, despite the fact that other games with less playtime appear to be working properly.
  • If the game still does not work after cleaning, proceed to step 2.


2. Test the disc in another console (e.g., at a friend's house, store, local gaming center) and also try a new disc in your console if possible.

  • If the game works fine on another console, the issue may be console-related, especially if game data has been deleted and save files have been temporarily transferred off the memory device to test.
  • If the game does not work on another console, clean the disc again and try again on the second console. If the game does not work at that point, the disc is likely scratched or damaged.
  • If you test a second, brand new disc in your console and the problem is fixed, the disc is likely the issue.
  • If you test a second, brand new disc in your console and the issues still occur, the console may be the problem, especially if game data has been deleted and save files have been temporarily transferred off the memory device to test.

If you believe that you may have a problem with your console, please contact Sony or Microsoft directly for console troubleshooting and hardware-related services.

If you have a non-working Rockstar Games disc and it is free of scratches, dirt, dust, or obvious damage, we recommend exchanging the disc for a new copy at the store/original seller.

Our warranty covers new discs for 90 days after purchase provided that the receipt clearly indicates that the game is new (not used).  The fastest way to receive a replacement disc is to exchange the game with the store/seller for a new copy.  In the event that the original seller is not willing or able to provide a new copy, please contact support by clicking Submit a Request at the top of this page for more information about the disc replacement policy. 

North American (Region 1) and European (Region 2) discs that are in new condition (without scratches) will be tested and replaced free of charge within 90 days of purchase.

Have more questions? Submit a request

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