Product: The Sims 4
Platform:PC
Which language are you playing the game in? English
How often does the bug occur? Every time (100%)
What is your current game version number? 1.86.166.1030
What expansions, game packs, and stuff packs do you have installed? None
Steps: How can we find the bug ourselves? Click on the Gallery button from anywhere in the game, and click on an item, which then results in the issue.
What happens when the bug occurs? An error message pops up after clicking on an item in the Gallery. The pop up says "Cannot locate this item."
What do you expect to see? I should be able to see every item in the Gallery and then when I click on it, it should come up with the information about the item and show me the item and allow me to download it.
Have you installed any customization with the game, e.g. Custom Content or Mods? Never used.
Did this issue appear after a specific patch or change you made to your system? No
I have on ongoing issue since I bought the game nearly a year ago. Whenever I try to access the Gallery, everything loads in with a big red x over it and when I click on an item, a pop up appears and says, "Cannot locate this item." I've tried everything from repairing the game on Origin and running as an Admin, to disabling a firewall and deleting the Sims cache file from the folder in my computer. Nope. Nothing works. I have no mods or extra expansion or gameplay packs, just the base game. It's not an internet issue because my internet works with Origin, Steam and with everything else, and I'm connected when I launch and play the game. I've seen threads about this certain issue a lot, and trying different things has worked for different people, but nothing that's been suggested has worked for me. I'm not certain that it's a computer issue, I believe it's just a bug in the game itself since everything else in Origin, Steam, and my computer works smoothly. I'm reporting this as a bug to the EA development team as that's what's the chat support agent suggested I do now, but I'm open to suggestions from anyone who may have encountered this issue. I do hope they get this fixed soon, as I would really like to start using the Gallery and haven't been able to get a full experience since buying the game almost a year ago. Thanks!
No, I just tried turning the antivirus/firewall off, which didn’t work. I’m going to try adding the game as an exception to the software and hopefully that will do something!
