“We would like to deeply apologize for any inconvenient this whole situation may have created. Could you please follow these steps to reboot your console.
Could you please try the steps below in order to fix your issue and let us know the updates .
Step 1 : Settings > devices and streaming > blue ray > persistent storage > clear three times > restart console and check again
Step 2 : Turn off your console and router > unplug power cords > wait 30 seconds > plug the power cord back in > turn on both devices and check again .
Step 3 : Remove your profile from the console > restart your console > sign in with your account and double check .
If none of these steps fixed your issue our last step will be reset : Go to settings > system settings > console info > reset console > keep my games and apps > double check.”