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stevanya's avatar
stevanya
Seasoned Rookie
5 months ago

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
Hero+
5 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.

  • stevanya's avatar
    stevanya
    Seasoned Rookie
    5 months ago

    puzzlezaddict  It seems that UltraAV anti-virus was the culprit! I've done a good amount of testing to be sure, and my gallery is back to normal operation after uninstalling. My subscription is up soon anyway, so I don't mind investing in another program a little early. Is there any particular anti-virus software that you would recommend that hopefully won't mess with my game? (I used to use Kaspersky, but they stopped operating in the US and passed on the remaining subscriptions to UltraAV which is how I ended up with it in the first place. I hadn't heard of it before either.)

    Thank you SO much for your time and patience helping me troubleshoot this problem! It wouldn't have occurred to me that even when I thought I had quit out of the anti-virus and VPN, that they could still be disrupting the game in the background. It was a good lesson to learn, and I'm very grateful for your help. 

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