Lag, game freezes when enter the Gallary & trouble shooting crashes game

latricenl  Your post doesn't have any files attached.  For a lastexception, you'd need to open it and delete the first line in order for it to attach properly as a .txt file.  For a lastcrash, that wouldn't tell me anything useful, although people from the Sims team would be able to read it if they were looking at this thread.

At any rate, what antivirus do you use, and where is Sims 4 installed?  You can see the latter by opening the EA App and selecting Sims 4 > Manage > View properties.

If you can, please also test using a different internet connection, for example setting your phone as a mobile hotspot, using data rather than your home wifi.  Simply opening the game and trying to access the Gallery shouldn't use much data.

Hello,

Today I did all the troubleshooting steps again (clearing cache, deleting LEs, repairing the game, etc,) , as well as a defrag. The game FINALLY opened again and I was able to play. The lag was slightlyk improved as well, however when I went to the gallery it frooze again. Interstingly though, I was able to be in the gallary a little longer before freezing (all the other times the moment I click on anything it frooze. This time I was able to scroll, click on lots, search a creator, and when I click on one of their catalog items is when it frooze). My antivirus is UltraAV (forced over when US banned Kaspasky). When I play the Sims I turn it off as people say that helps with lag. The Sims 4 is in the C:\Program Files\EA Games\The Sims 4. 

Unfortunately I don't have another internet connection I can use, don't have a cell/mobile hotspot. As for the file attachment, my game frooze when I went into the gallery today, however there isn't a lastexception or crash report this time. I deleted the last one when I went through all the trouble steps earlier.

Would you have any additional suggestions based on this? I appreciate you attempting to help. I am also crossig my fingers that perhaps someone from the EA team might also see this and respond. 

Hello,

Ok; so I attempted to get back into my game and now it won't load. I do have a last crash. Per your prior message I deleted the first line and I believe it will now upload. 

latricenl  The lastcrash is from a modded game, but regardless, I can't do anything with these.  A lastexception might be more helpful, but those tend to point to issues with a particular save, for example a lot or household that can't load properly because of some detail the LE lists.

At any rate, the fact that the Gallery lasted a little longer is interesting in that it means the fact of your connecting to the Gallery isn't the issue, it's something about the items you're viewing, even if most items have the same problem.  I'm not sure exactly what that would be, but the next step is for me to look at a dxdiag.  Hit Windows key-R, enter dxdiag in the run box, wait for the scan to finish, click "Save all information," and save the file to your desktop.  From there, you can attach it to a reply using the paper clip (Attachment) icon included with the other formatting buttons.

Here is the report you asked for. 

Hello,

While awaiting a response something "new" happened; not sure if it could be related or the cause of all the issues with my game. I run my virus scan a few times a week. Lately daily and today this came up. I haven't even tried to get Sims to run since my last post. Do you think it might be related or the root cause?

Hello,

I wanted to follow up and let you know that I completed the steps you proposed. While there is a little lag still, my game seems to be working, including the gallery. THANK YOU. It doesn't seem enough, but I truly appreciate it. I hope that the game continues to run smoothly. I did want to ask if I should delee the quartined file or just leave it alone? Thanks again and Merry Christmas 🎄🤗

latricenl  The repair process will have replaced the quarantined file, temporarily, and then replaced that with the version that doesn't have DiP_Staged in its name.  So yes, you can delete it, but it would be best to also set an exception for the Bin folder overall so your antivirus doesn't cause any more problems.  There's nothing in Sims 4's program files that's going to be an actual threat.

I'm so glad this worked and you can play again.  If you want to investigate the lag, feel free to keep asking for help, now or later (and please post a new dxdiag if it's been more than a week or so); the first question would be whether it happens in a new save, i.e. whether the problem is contained to your main saves or more general.

You're very welcome, and Merry Christmas to you too, and happy any other holiday you celebrate.

I'll have to do some research to find out how to set up an exception for EA, its a new antivirus that we were forced to use in place of kaspersky so not easy to do anything with it other than run scans. In themeantime when I go into game I turn off the antivirus. I'll try to play my game this weekend and see how it goes. If still laggy I'll share a new dxdiag file. Thanks again.