Trouble with France

When my Sim goes to France I have no information on the panel it is all blank, i.e. no money, no picture,etc. cannot go to any building, house, etc. It shows a map of the City but that's all.  The last time I posted I finally got an email saying they hadn't heard from me so they are closing the case, well I was never contacted and when I tried to reply I got error message, never received any help.