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MicMokum's avatar
MicMokum
10 years ago
Solved

Gallery - Could not locate this item

Dear technical support, I cannot use any items from the online galleries in The Sims 4. The local "My Library" is the only part of the Gallery that works as it should.  The items in the Community a...
pc
  • Anonymous's avatar
    Anonymous
    10 years ago

    Hi, 

    I had the exact same problem, however I didn't know how to allow Origin through antivirus (which is the same as yours, Panda, 2016)

    However, if you go on Antivirus and scroll down to EXCLUSIONS, there will be a box with the heading "files and folders."  Choose origin and it should allow it. Hope it works 🙂

crinrict's avatar
crinrict
Hero+
10 years ago

Hi @MicMokum

this usually happens if your firewall/antivirus is blocking the connection to thesims.com. Try allowing the site as well as origin.com, origin.exe and ts4_64.exe

  • MicMokum's avatar
    MicMokum
    10 years ago

    Thanks Crinrict. A firewall issue makes perfect sense. 

    Both exe's are allowed outgoing to all ports and all IP-addresses by the firewall. And even if I turn the firewall off, the problem stays.

    However, when I turn the anti-virus off, then the Gallery does work. (Tested with firewall turned on and turned off, both worked). 

    Obviously turning off the anti-virus software, isn't an option. So this has to be tweaked. Any suggestions on that? I'm using Panda Global Protection 2016. 

    Thanks once more,

    MM

    • crinrict's avatar
      crinrict
      Hero+
      10 years ago

      Don't know that at all but I'm sure there's an option to add exceptions somewhere ?

    • Anonymous's avatar
      Anonymous
      10 years ago

      Hi, 

      I had the exact same problem, however I didn't know how to allow Origin through antivirus (which is the same as yours, Panda, 2016)

      However, if you go on Antivirus and scroll down to EXCLUSIONS, there will be a box with the heading "files and folders."  Choose origin and it should allow it. Hope it works 🙂

  • cosmicturtle36's avatar
    cosmicturtle36
    7 years ago

    Did all that and it still doesn't work for me

    • crinrict's avatar
      crinrict
      Hero+
      7 years ago

      Hi @cosmicturtle36 

      what kind of Antivirus/Firewall are you using ? Is it the case for all items or only certain ones ?

      This thread is a bit old and lots of folks have made suggestions so it's best if you could give a bit more info on what you've tried in detail and maybe a screenshot of what you are seeing.

      • cosmicturtle36's avatar
        cosmicturtle36
        7 years ago

        It's for all online items

        I don't use cc

        Disabled all firewall and anti virus for the Sims 4 folder it worked earlier in the day(about 2-4 hours) I haven't restarted my computer and one post I saw said waiting helped so that's what I'm doing

        If it won't work I'll try a clean reinstall of the game 

        Edit: Online gallery items
        No problems for offline/downloaded items

        Posts Merged by CM 

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