Photos are still black after the February 2026 update

Hello EA Support Team,

After updating my game with the February 12, 2026 update, my in-game photos are still appearing completely black. I had hoped this update would fix the issue, based on how it was described, but unfortunately, the problem persists.

I want to assure you that I have saved my game to protect my Sims’ progress and have not removed or deleted any of my photos. The issue has remained since the January update, which originally caused my photos to turn black.

This situation has been very upsetting because I spent a lot of time capturing these photos — they represent special moments in my Sims’ lives. I would not have installed the January update had I known this problem would occur.

I believe this issue stems from the game update rather than anything I did, and I kindly request your assistance in resolving it as soon as possible.

Thank you for your time and for any guidance or fix you can provide. I really love this game, and I hope I can restore my treasured photos soon.