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nurseryfrog's avatar
nurseryfrog
6 years ago

Sims 4 Gallery won't load, lags mouse

I've been having this issue since November. When I attempt to access the gallery in-game, the game freezes up -- thumbnails won't load and the mouse barely moves. The only way I can exit the gallery ...
pc
  • nurseryfrog's avatar
    nurseryfrog
    6 years ago

    @kreatora 

    Thanks for your reply! I'm on a PC. 

    I tried moving the Tray files to the desktop as suggested and still have the issue.

    Doing a factory reset makes me nervous but I can give that a try too and report back.

  • nurseryfrog's avatar
    nurseryfrog
    6 years ago

    Hi again, @kreatora 

    Unfortunately, I'm still having the gallery issue after following the factory reset instructions you provided.

    Any other ideas? Thanks!

    • kreatora's avatar
      kreatora
      Hero (Retired)
      6 years ago
      @nurseryfrog

      Ah, I have many ideas.
      - Change browser
      -Turn off your firewall for a while and check if it will change something.
      - Clear Origin Cache - https://help.ea.com/en-us/help/faq/clear-cache-to-fix-problems-with-your-games/
      - Turn off overlays such as Riva Statistic Server and similar
      - Perform a clean boot of your computer
      https://help.ea.com/en-us/help/faq/how-to-clean-boot-your-pc/
      If nothing will work
      - Provide DxDiag of your computer.
      To gather a DxDiag on your computer, please follow the steps here: http://answers.ea.com/t5/The-Sims-3/HOW-TO-DxDiag-for-Sims-3-PC-Only/td-p/1049584/
      (Press the Windows key and "R" at the same time.
      Copy and paste or type "DxDiag" in the new field. (Without the quotes) > ENTER
      Wait until the green bar is gone > Click on "Save all information"
      Save the file to your desktop.)
      Here at AHQ > click on "Reply" > click on "choose file" > navigate to the "DxDiag.txt" on your desktop. > select the "DxDiag.txt" > click on "Open"
      Type a few words in the text box > click on "Submit"
      • nurseryfrog's avatar
        nurseryfrog
        6 years ago

        @kreatora 

        Thank you for all your suggestions! I tried a few of them and didn't have luck so I did some more Googling + trial and error and discovered that it's my AVG Free antivirus program causing the issues. When I temporarily turn it off, the Sims 4 gallery works again. However, now I'm trying to figure out how I can have it still turned on while using the Sims... I tried adding Sims 4 as an exception, but the gallery still doesn't work when I try that -- unless I'm doing it wrong.

        Let me know if this is something you might know the answer to. Thank you for all your help, I really appreciate it!

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