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Gallery Connection Troubleshooting/ Status: Online","id":"message:8625242","entityType":"FORUM_TOPIC","eventPath":"category:the-sims-4-en/category:the-sims-en/category:ea-forums-en/community:tghpe58374board:the-sims-4-gameplay-en/message:8625242","revisionNum":1,"repliesCount":731,"author":{"__ref":"User:user:21971"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:the-sims-4-gameplay-en"},"conversation":{"__ref":"Conversation:conversation:8625242"},"readOnly":true,"editFrozen":false,"showMoveIndicator":false,"moderationData":{"__ref":"ModerationData:moderation_data:8625242"},"body":"

This thread is to inform you of the current status of the gallery and also to give you some tips you can try if you can't access the gallery although it's supposed to be online.

\n\n

If you can't solve your issue, you can use this thread to report problems. Please check the forum and twitter for any scheduled maintenance messages before posting.

\n\n

Index

\n\n

Current Status

\n

Where to check for Info on scheduled maintenance

\n

Troubleshooting

\n\n\n

Current Status

\n\n

The InGame Gallery is currently: ONLINE

\n

The Website Gallery is currently: ONLINE

\n\n

↑

\n

Where to Check for Info for scheduled Maintenance

\n\n

Scheduled Maintenance is usually announced on Twitter, in the official Sims Forum and on AHQ 

\n

↑

\n

Troubleshooting

\n\n

If you have issues despite the gallery being online, please try the following steps before posting. If there's a current known issue, there's nothing you need to do unless someone requests information (Please see Current Status). No amount of troubleshooting will make the game go online cause it's an issue on EA's side.

\n\n

I don't have the gallery at all. All I see is the library

\n\n

There are two reasons why you don't have access to the Gallery at all (no icon for it). In both cases there's nothing you can do about it. The Gallery doesn't work with those two versions.

\n\n\n

I can't connect to the Gallery

\n\n

There are several causes for this

\n\n\n

Further Suggestions by SimQARobo

\n\n
    \n
  1. If you have multiple network devices - LAN, wireless, Bluetooth, VPN, etc - try disabling them one-by-one to see if one of them is bad.  The game could be attempting to choose a bad adapter that currently doesn’t have internet access.
    2. \n
  2. Try moving the \\Documents\\Electronic Arts\\The Sims 4\\ folder to your desktop temporarily, launching the game, and checking the Gallery.  If it connects fine, that likely means there's something bad in \\Documents\\Electronic Arts\\The Sims 4\\ .
    3. \n
  3. If you are playing on a school or work network, perhaps that network is blocking connection. You should contact the network administrator of your work or school, or try switching to a different network outside of the work or school network.
    4. \n
  4. If 1, 2, or 3 above don't help, try pinging sims4cdn.ea.com .  If the ping fails, it means your computer is not able to connect to Sims 4 CDN, and we can follow up with more steps.\n
      \n
    1. How to ping on Windows
      2. \n
    2. How to ping on Mac
      3. \n
    \n
    5. \n
  5. Attempt to load http://sims4cdn.ea.com/content.ts4/master/live/masterconfig.txt in a browser,  If you see an error page or corrupted text, we can follow up with more steps.
    6. \n
  6. Attempt to load http://sims4cdn.ea.com/content.ts4/config/live/killswitch/killswitch_normal15.txt in a browser,  If you see an error page or corrupted text, we can follow up with more steps.
    7. \n
\n

My Uploads aren't showing in the Gallery

\n\n

Sometimes it takes a moment for them to show up so please be patient. If you used Custom Content on your Sim/House, make sure to tick the include custom content on the left-hand side.

\n\n

All Gallery items show as Red X instead of a picture

\n\n

This issue is related to a Antivirus program blocking access to the user folder. Please use this thread if you need help on solving this:  Anti-Virus blocking User Folder (Screenshots/Gallery/Mods..)

\n\n

All failed

\n\n

I have no further suggestions at this point. Maybe contact support to see if they have other suggestions.

\n\n

When posting it's good to provide your Internet provider and country. Maybe there's a pattern

\n

↑

","body@stringLength":"8674","rawBody":"

This thread is to inform you of the current status of the gallery and also to give you some tips you can try if you can't access the gallery although it's supposed to be online.

\n\n

If you can't solve your issue, you can use this thread to report problems. Please check the forum and twitter for any scheduled maintenance messages before posting.

\n\n

Index

\n\n

Current Status

\n

Where to check for Info on scheduled maintenance

\n

Troubleshooting

\n\n\n

Current Status

\n\n

The InGame Gallery is currently: ONLINE

\n

The Website Gallery is currently: ONLINE

\n\n

↑

\n

Where to Check for Info for scheduled Maintenance

\n\n

Scheduled Maintenance is usually announced on Twitter, in the official Sims Forum and on AHQ 

\n

↑

\n

Troubleshooting

\n\n

If you have issues despite the gallery being online, please try the following steps before posting. If there's a current known issue, there's nothing you need to do unless someone requests information (Please see Current Status). No amount of troubleshooting will make the game go online cause it's an issue on EA's side.

\n\n

I don't have the gallery at all. All I see is the library

\n\n

There are two reasons why you don't have access to the Gallery at all (no icon for it). In both cases there's nothing you can do about it. The Gallery doesn't work with those two versions.

\n\n\n

I can't connect to the Gallery

\n\n

There are several causes for this

\n\n\n

Further Suggestions by SimQARobo

\n\n
    \n
  1. If you have multiple network devices - LAN, wireless, Bluetooth, VPN, etc - try disabling them one-by-one to see if one of them is bad.  The game could be attempting to choose a bad adapter that currently doesn’t have internet access.
    2. \n
  2. Try moving the \\Documents\\Electronic Arts\\The Sims 4\\ folder to your desktop temporarily, launching the game, and checking the Gallery.  If it connects fine, that likely means there's something bad in \\Documents\\Electronic Arts\\The Sims 4\\ .
    3. \n
  3. If you are playing on a school or work network, perhaps that network is blocking connection. You should contact the network administrator of your work or school, or try switching to a different network outside of the work or school network.
    4. \n
  4. If 1, 2, or 3 above don't help, try pinging sims4cdn.ea.com .  If the ping fails, it means your computer is not able to connect to Sims 4 CDN, and we can follow up with more steps.\n
      \n
    1. How to ping on Windows
      2. \n
    2. How to ping on Mac
      3. \n
    \n
    5. \n
  5. Attempt to load http://sims4cdn.ea.com/content.ts4/master/live/masterconfig.txt in a browser,  If you see an error page or corrupted text, we can follow up with more steps.
    6. \n
  6. Attempt to load http://sims4cdn.ea.com/content.ts4/config/live/killswitch/killswitch_normal15.txt in a browser,  If you see an error page or corrupted text, we can follow up with more steps.
    7. \n
\n

My Uploads aren't showing in the Gallery

\n\n

Sometimes it takes a moment for them to show up so please be patient. If you used Custom Content on your Sim/House, make sure to tick the include custom content on the left-hand side.

\n\n

All Gallery items show as Red X instead of a picture

\n\n

This issue is related to a Antivirus program blocking access to the user folder. Please use this thread if you need help on solving this:  Anti-Virus blocking User Folder (Screenshots/Gallery/Mods..)

\n\n

All failed

\n\n

I have no further suggestions at this point. Maybe contact support to see if they have other suggestions.

\n\n

When posting it's good to provide your Internet provider and country. Maybe there's a pattern

\n

↑

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[ARCHIVED] Gallery Connection Troubleshooting/ Status: Online","moderationData":{"__ref":"ModerationData:moderation_data:8625243"},"body":"

I have tried do disable origin in the game and that won't work, plus I tried restarting the computer, reinstall the sims 4 and tried to repair it to, none of the ones I have worked. I don't know what to do next, can somebody help me?

I also tried this: Hover over your username, select Application Settings, then the Origin in-game header, and you should see the option to disable it.  Additionally, right-click on the Sims 4 icon, select Game Properties, and uncheck the box for Origin in-game.  Occasionally, it's necessary to disable both settings. @puzzlezaddict

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Problem: The Sims 4 cannot connect to the gallery, despite being online, can go to the gallery online, and all the fixes suggested in the forums. 

Start: Happened when I bought and installed Snowy Escape on the 13th. I have not been able to access the gallery for 8 days. 

Notes: Most of the time, after a fix, I am able to.. sort of be on the gallery for a few seconds, but no images show up, and all of my lots in my library are X's. It then promptly disconnects me, and says its somehow my fault for not being on the internet, despite me being connected with an ethernet cable. I have done all of the fix suggestions recommended by the community and tech support. Nothing has yet to fix the problem. I highly doubt the gallery is down for maintenance for 8 days, and I can get to the gallery online just fine through a browser. 

If anyone has some added suggestions NOT already suggested on the forums to solve this issue, I'd be very grateful. Everything else in the game runs fine, save the gallery. 

Thank you for your time, 
Muddy 

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@Aj20_z  What version does your game have?  Load it to the Main Menu, where you can choose to load a save or start a new one, and look for the version number along the bottom of the screen.  Please post the entire thing, i.e. 1.xx.xxx.xxxx.

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@puzzlezaddict 

1.68.156.1020 is the verison.

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I have a issue with The Sims 4 gallery it is said UNABLE TO GO ONLINE There is no Internet connection available. Please make sure you have a working internet connection to acess Online Content.

And I check my Internet and it is fine. So I read a lot of post and I see that this is not the first time that this is happening. 

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I just recently bought the Snowy Escape expansion, and now I can't connect to the online gallery? My Origin is online and my internet connection is stable like always. All of the mods I use have been updated for the most recent patch as well. I've even gone as far as to repair my game files twice, uninstall and resinstall my game, and remove mods altogether. No matter what, the issue persists and I cannot get the gallery to go online. What do I do? Is this a localized issue or are others going through this as well?

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My sims 4 galley will not connect at all! It’s saying no internet connection but that’s absolutely not true. I’ve tried everything to fix it. Any advice? I’m desperate at this point! 

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@Aj20_z  Thanks, I just wanted to make sure you weren't running the Legacy Edition.  I've merged your posts with the master thread for connection issues.  Since EA employees monitor this thread, it's the best place to troubleshoot this kind of issue.

\n\n

SimQARobo has requested a bit of information here:

\n\n

https://answers.ea.com/t5/General-Discussion-Feedback/READ-FIRST-Status-of-the-Gallery-ONLINE/m-p/9761608#M40196

\n\n

if you'd like to share.

\n\n

@Pampel16 @AaronReborn and @Pinkstahr  I've merged your posts as well.  Please see above.

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Hi all my gallery isn't working (says offline but wont let me connect). Is anyone else having this problem? I am trying to resolve with the suggestions in this list but so far no good! 

List of ideas to fix: [READ FIRST] Status of the Gallery - ONLINE - Answer HQ

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I've sent them a message w/ the information they requested in the thread.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"115","kudosSumWeight":2,"postTime":"2020-11-23T19:36:12.941-08:00","lastPublishTime":"2020-11-23T19:36:12.941-08:00","metrics":{"__typename":"MessageMetrics","views":3726},"visibilityScope":"PUBLIC","placeholder":false,"showMoveIndicator":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"repliesCount":0,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"CachedAsset:text:en_US-components/messages/EscalatedMessageBanner-1753371715584":{"__typename":"CachedAsset","id":"text:en_US-components/messages/EscalatedMessageBanner-1753371715584","value":{"escalationMessage":"Escalated to Salesforce by {username} on {date}","viewDetails":"View Details","modalTitle":"Case Details","escalatedBy":"Escalated by: ","escalatedOn":"Escalated on: ","caseNumber":"Case Number: ","status":"Status: ","lastUpdateDate":"Last Update: ","automaticEscalation":"automatic escalation","anonymous":"Anonymous"},"localOverride":false},"CachedAsset:text:en_US-components/users/UserLink-1753371715584":{"__typename":"CachedAsset","id":"text:en_US-components/users/UserLink-1753371715584","value":{"authorName":"View Profile: {author}","anonymous":"Anonymous"},"localOverride":false},"CachedAsset:text:en_US-shared/client/components/users/UserRank-1753371715584":{"__typename":"CachedAsset","id":"text:en_US-shared/client/components/users/UserRank-1753371715584","value":{"rankName":"{rankName}","userRank":"Author rank {rankName}"},"localOverride":false},"CachedAsset:text:en_US-components/messages/MessageTime-1753371715584":{"__typename":"CachedAsset","id":"text:en_US-components/messages/MessageTime-1753371715584","value":{"postTime":"Published: {time}","lastPublishTime":"Last Update: {time}","conversation.lastPostingActivityTime":"Last posting activity time: {time}","conversation.lastPostTime":"Last post time: {time}","moderationData.rejectTime":"Rejected time: {time}"},"localOverride":false},"CachedAsset:text:en_US-components/messages/MessageSolvedBadge-1753371715584":{"__typename":"CachedAsset","id":"text:en_US-components/messages/MessageSolvedBadge-1753371715584","value":{"solved":"Solved"},"localOverride":false},"CachedAsset:text:en_US-components/messages/MessageSubject-1753371715584":{"__typename":"CachedAsset","id":"text:en_US-components/messages/MessageSubject-1753371715584","value":{"noSubject":"(no subject)"},"localOverride":false},"CachedAsset:text:en_US-components/messages/MessageBody-1753371715584":{"__typename":"CachedAsset","id":"text:en_US-components/messages/MessageBody-1753371715584","value":{"showMessageBody":"Show More","mentionsErrorTitle":"{mentionsType, select, board {Board} user {User} message {Message} other {}} No Longer Available","mentionsErrorMessage":"The {mentionsType} you are trying to view has been removed from the community.","videoProcessing":"Video is being processed. 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