Re: [ARCHIVED] Gallery Connection Troubleshooting/ Status: Online

Okay, so after not getting any answers from this forum I tried the EA support via telephone. 

Even though they were super nice and we tried stuff for over an hour we still couldn't get it to work.

However i figured it out eventually on my own. 

So I am using Unitymedia as a Internetprovider and in their standard settings of their routers they have the following ports blocked.

18000, 18120, 18060, 27900, 28910 und 29900

So i had to find them in the advanced settings and open them and suddenly I could access the gallery.

Hope it might also help someone else witha  similar problem.

All the best,

Chuliano

I don't have the same internet provider, but I'll see if they happen to have similar ports. Best of luck. 

@wallisdj I could try to explain it as good as I can but you need to have access to the router of the network your computer is in. Otherwise this does not work. Also sometimes if you live for example in a student dorm you might need to ask a technician if these ports are closed on the central router for the dorm and if they could open it.

So depending on the provider the ports, that need to be opened might be different. 

These are the ports you should try to open and check starting at which point it works, because maybe some ports you can leave closed.

TCP: 80; 443; 9960-9969; 1024-1124; 18000; 18120; 18060; 27900; 28910; 29900. UDP: 1024-1124; 18000; 29900.

To do so you should access your router over a browser (standardized it has the IP dress 192.168.0.1, if no-one changed it.). So type that IP into your browser.

On the page that pops up you should log into your router. You will need the admin account for this.

Once logged in you should try and google on which tab or menu you can find the option for closed ports for your special provider (as i said for unity media it is under the advanced options tab under port-filter). 

Then you need to check if the above mentioned ports with the corresponding protocol (TCP or UDP) are in the list of blocked ports.

If you can find some of them take them out of the list (Thus opening the ports).

And if that was your initial problem sims 4 should be able to connect to the gallery when opening the game.

Hope I could help 

Whenever I try to go to the gallery, it says “no internet connection, cannot connect”. However, I am able to be in online mode on origin and my internet works on my browser. I’ve also tried deleting the thumbcache and if it connects for the split second, my gallery only shows red X’s before disconnecting again. 

@SweFilBookworm I merged your post with the master thread on this. Please see first post for suggestions.

@everyone that hasn't been able to solve the issue with the suggestions on the first page: Could you please all DM me (contains personal info, will forward to CM) the following file:

\Documents\Electronic Arts\The Sims 4\ConnectionStatus.txt

Thank you for merging me, here is the file.

EDIT by Crinrict: Remove file. Sorry, wasn't aware it contains personal info. Forwarded the info  

@SweFilBookworm Thank you. I forwarded this to EA.

Question though: What security software are you using ?

@crinrict Thank you for removing it for my privacy. I'm currently using Mcafee Anti-Virus I think.

I have straight up turned off my firewall, and the X's were gone. However, instead of showing the X's, no thumbnails even showed up, just a loading screen. Five seconds in to the loading screen, the dreaded "no internet connection" popped up again, despite a fully functional internet that is allowing me to post this right now. I am deeply annoyed an don't understand how it's happening to so many people without the issue being resolved.

Hi everyone. I know this is an age old issue, but I’m open to any new suggestions. I have tried everything. I cannot connect to the Sims 4 gallery despite my Origin being online and connected to the internet. I’ve tried connecting the LAN cable. Checking for firewall/antivirus interference. I’ve tried uninstalling and reinstalling. Waiting at certain times of the day. Running as admin. You name it. I have no idea what’s up. Please help, and thank you! 

I get those crossed out boxes unless I have Custom Content enabled.  Just a thought.  And of course you need to be in online mode.  

So I haven't been able to connect to gallery in a month at least. I've tried every single solution I've found from here and nothing has worked.

I also saw this one:

If 1, 2, or 3 above don't help, try pinging http://sims4cdn.ea.com .  If the ping fails, it means your computer is not able to connect to Sims 4 CDN, and we can follow up with more steps.

1. How to ping on Windows
2. How to ping on Mac

So I tried pinging there and it failed. I saw absolutely zero directions for what to do when I am not able to ping there. So what am I supposed to do now? Why my computer is suddenly unable to ping there?

EDIT. Nevermind, I am now able to ping there but gallery still cannot connect to internet.

@crinrict I've done everything that has been told to try when having problems with gallery connecting. And none of those have helped. When I re-installed everything from the start, the gallery connected for like 5 seconds and then it said again that there is no internet connection. Origin is online just fine with no problems.

I opened those links in browser, and no error text there either. I'm assuming I'm seeing what I'm supposed to see when opening those links but I have attached print screens here just to make sure.

@crinrict I've tried both my own mobile hotspot as well as my fiancé's hotspot, no change. Gallery still won't connect and says the same that there is no internet connection available. 

I've also pinged with wifi and both hotspots and now it pings every time.

@hannassims2 Then I'm sadly out of ideas. Really don't know why it's not working for some folks.

@MJeneeR I merged your post. All the suggestions to solve this are on the first page. Please see if any of those help you

@crinrict No problem. Thank you for at least trying! 🙂

I've seen the red crosses until my Mac goes online, which it does for me.  Sometimes I have to connect manually, but it always does it.