Game completely broken! [ Edited ]

[RenasaiHaru]

Product: The Sims 4
Platform:Microsoft XBOX One
Which language are you playing the game in? English
How often does the bug occur? Every time (100%)
What is your current game version number? v1.21
What expansions, game packs, and stuff packs do you have installed? All.
Steps: How can we find the bug ourselves? Play the game for a while.
What happens when the bug occurs? •When editing a pet or sim in CAS, the pet/sim will not move and the "Sit" options do not move the pet anymore. •Game saves are being deleted one by one from my files. •Cannot save my game whatsoever. •Cannot save anything to my library whatsoever. •Cannot upload anything to the gallery whatsoever. •Cannot download anything from the gallery whatsoever. •Game freezes and forces me to the World menu if I try to save from Live Mode. •Save error message will not leave the screen after I'm forced to the world menu even when pressing down all buttons. •Game froze after hearting content on the gallery.
What do you expect to see? I should be able to save/upload/download/reload my game?
Have you installed any customization with the game, e.g. Custom Content or Mods? On console - never used.
Did this issue appear after a specific patch or change you made to your system? Yes
Please describe the patch or change you made. Jan, 16 gallery update.

‌

Yes, I've power cycled/unplugged my system.

Everything has been rebooted.

No, saving does not work if it's done from the world screen.

I posted a report a few days ago about ONLY the save error, but this is an entirely new level of broken. Saving as a whole does not work anymore. My gallery and library are no longer

functional. Even CAS is breaking now.

My game is not playable and I'm afraid to touch it.

I have no other games on my system, this is the only game I have and the only game I play.

My system has not been modified/tweaked.

[PoptartJuniper]

@RenasaiHaru 

Please go through each troubleshooting step one at a time and see if it resolves any of your issues. Even if you've already done it, try it again and check the game after each instance. It's easier to keep track if you do one step at a time and it helps us to help you further after you've done this troubleshooting.

1. Turn off Your system completely

• Turn off your console by pressing the Xbox button on the front of the console for about 10 seconds, until it shuts down completely.
• Unplug the console's power cable. Wait 10 seconds.
  Important Be sure to wait at least 10 seconds. This step resets the power supply.
• Plug the console power cable back in.
• Press the Xbox button on your console to turn it on. 

2. Make sure your game is up to date.

• To set your console to automatically receive updates:
  • Press the Xbox button to open the guide.
  • Select System > Settings > System > Updates & downloads.
  • Select Keep my console up to date for console and Keep my games & apps up to date for games and apps.

3. Make sure your Console system software is up to date. 

• Make sure your console is connected to the internet, and then press the Xbox button to open the guide.
• Select System > Settings > System > Updates & downloads.
• Under Updates, you’ll see:
  • Console update available. Select this button to begin your update, or
  • No console update available. This means your console is up to date

4. Uninstall and Reinstall the Game. 

• Before you can reinstall a game, you must first uninstall it from the console's hard drive. To uninstall a game:
  1. Press the Xbox button to open the guide, then select My games & apps and then Games.
  2. Highlight the game you want to uninstall, press the Menu button, and then select Uninstall.
  You can then reinstall the game by inserting the disc or downloading it again from the Microsoft Store. To download the game again, go to My games & apps > Games and then select the game title from Ready to install.

[RenasaiHaru]

This is the second time I've followed this and the literal same thing happened.

I was able to save the very first time I entered the game. Every single time after that, I got the same exact errors. The gallery and library didn't even budge.

[PoptartJuniper]

@RenasaiHaru Can you check to see that your internet connection is good on your XBox? 

1. Press the Xbox button to open the guide.
2. Select System > Settings > General > Network settings.
3. Select Test network speed & statistics.

You may want to also reboot your home modem and router. After this, check your game and see if you can connect to the gallery or that your saves are appearing properly. If you can't connect to Xbox Live or to the internet, you will experience issues with uploads/downloads and your saves.

[RenasaiHaru]

It said I was connected. When it asked me to connect or stay offline, I clicked connect and it showed me all the builds and search worked fine. It just says "failed to upload/download content". The library is offline and it does the same thing.

[PoptartJuniper]

@RenasaiHaru  There's this thread about gallery connection issues https://answers.ea.com/t5/Technical-Issues-Consoles/Xbox-one-won-t-connect-to-sims-4-gallery/m-p/868... is this similar to what you are seeing?

If not, is your console making noise or other strange behavior when you are having issues in game?

[RenasaiHaru]

Yes, it looks like the servers were down those days. I just waited till the next day.

But now that that's aside, please don't disregard all of the other issues.

[RenasaiHaru]

And no, I haven't noticed any other issues with my console other than it losing screenshots, but that only happened once.

[PoptartJuniper]

@RenasaiHaru  I'm going to send you to a link for the XBox One's help site. This link will take you step by step through some troubleshooting specifically for your XBox and it is interactive so you can tell it whether or not a step helped. I know you get an error code when you crash, but just tell the troubleshooter that the error code search did not help (Your error code doesn't come up). The troubleshooter is very in depth and you can work through it when you have time as there are a lot of steps. I do believe you may need some of the more advanced troubleshooting on this page and the explanations are very thorough. 

The link to the troubleshooter is here

Please do not hesitate to ask here if you have questions about something in the troubleshooter.

[RenasaiHaru]

Okay, I just did the troubleshooter you linked and it mentioned removing my account and re-adding it to clean data. I did that, and was able to get back onto the gallery, but was still not able to download/upload or save.

One thing I did notice was that this only happens on one account. My other account can use the gallery and library just fine right now. It also said to move my save to the could but I cant find that option in my Xbox storage settings.