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stevanya's avatar
stevanya
Seasoned Rookie
10 months ago
Solved

Game stops responding when using the gallery

Since one of the recent updates (not sure exactly which, but I was able to play without issue 2-3 weeks ago), my game freezes and stops responding when I try to use the gallery, and I have to force q...
crashing
lag
never cc or mods
updates
  • puzzlezaddict's avatar
    puzzlezaddict
    10 months ago

    stevanya  Do you use UltraAV?  I'd never heard of it before looking up the errors in your dxdiag, so I don't know how aggressively it might block Sims 4-related processes.  I would suggest disabling it, temporarily of course, just long enough to test the Gallery.  As long as you don't do anything else at the same time (and don't even have a browser window open), your computer should be safe.

    UltraAV comes with a built-in uninstaller, ultraAV-uninstall.exe, in C:\Program Files\UltraAV.  That's not to say you need to get rid of it, only that you could, temporarily or otherwise, if it's simpler for you.

    If this works, we can try to figure out what the AV is blocking and address that.  If it doesn't work, we can look elsewhere.  But it's important to know either way.  And what I can say is that a new component of UltraAV crashed this time around.

puzzlezaddict's avatar
puzzlezaddict
Hero+
10 months ago

stevanya  I don't see any new Sims 4 errors in your dxdiag, just some Sims 3 crashes (which I can help with, in the Sims 3 forum, if you're interested), a few generic Windows update errors, and three crashes of what looks like a component of UltraVPN.  If you have UltraVPN installed, please uninstall or disable it, and test the Gallery again.  I would clear Windows temp files, yet again, before testing.

If you've never had it installed on this computer, let me know; the executable may have been installed with something else.

  • stevanya's avatar
    stevanya
    Seasoned Rookie
    10 months ago

    puzzlezaddict  Sorry, here is a new dxdiag from immediately after the Sims 4 stopped responding on gallery and I had to force quit the program from task manager. This was after uninstalling UltraVPN, clearing my Windows temp files, and restarting my computer. 

    I can say that after uninstalling UltraVPN, I got about 60 seconds before the gallery/program froze, which is much longer than any of my previous tests. This was interesting to me because the VPN came with my antivirus but I've never turned it on or used it. It always launched on startup and I would quit out of it, but maybe some component was still running in the background? (Sorry, I don't know quite the right terminology). Is it possible that despite quitting out of my antivirus before testing, some of its processes running in the background may be causing my problems? I noticed in task manager that there are at least 3 .exe processes with either the same name or icon as my antivirus running after I quit the program, and that if I try to end the tasks from task manager they either immediately restart or do not allow me to end them. 

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