game crashing when trying to access gallery

[moniaesme]

@SimQARobo 

do you maybe know when we could expect this issue to be fixed because not being able to access the gallery and my library is very limiting, it's preventing me from playing (even though i bought two expansion packs right before this issue occurred) and its been going on for quite a while now...

[SimQARobo]

@moniaesme 

Unfortunately I don't have a time estimate for this; the team is still looking into it.

Can you try this:  Rename the \Documents\Electronic Arts\The Sims 4\Tray folder to something else.  This is the folder that contains all of the Library items.

Does the crash still occur when doing that?  If not, maybe there is something in the Library that is causing the crash.

[moniaesme]

@SimQARobo 

unfortunately, yes, the crash still occurs after renaming the tray folder.

[SimQARobo]

@moniaesme 

OK thank you for checking.

[bdeezy89]

I know in one of the patches this was supposedly addressed but it still occurs for me. More so if I try to search using the online gallery search bar. I don't get any crashes if I use My Library though, online or offline, only if i'm using the online gallery . I attached two crash txt. that happened via the gallery recently.

Edit: for some reason I can't attach the files so here it is in text

Crash txt 1:

<?xml version="1.0" encoding="UTF-8"?><report><version>2</version><sessionid>70df2eb505dcecb5e66f13d</sessionid><type>crash</type><sku>ea.maxis.sims4.15.mac</sku><createtime>2020-03-10 02:49:05</createtime><buildsignature>Local.Unknown.Unknown.1.61.15.1220-1.200.000.440.Release</buildsignature><systemconfig></systemconfig><categoryid> 0xf511b0</categoryid><stack> 0xf511b0 0x4b5d 0x04 0x5b6a6 0x2420d 0x6368e 0xa5d9 0x1386 0x121c 0x112422e 0x19521fe 0x1952615 0xe0cd59 0x1960470 0x19602ce 0xfe2095 0xe49808 0x3695 0x23d2 0x23b1 0x65ceb 0x598b5 0x59461 0x58f9a</stack><threads></threads><screenshot></screenshot><memdump></memdump><contextdata>Client Session Time: 3811.86<br />Num Save Errors: 0<br />Num Load Errors: 0<br />Current Game State: 0xd9016c91<br />Origin Version: 10,5,65,38147<br />Modded: True<br />SystemInfo: Mac OS X Version 10.14.5 (Build 18F132) GPU: Intel HD Graphics 4000 macOS Metal driver 0.0.0.0<br />(baseaddr) 0x101d18000,'The Sims 4' 0x7fff59303000,'libsystem_platform.dylib' 0x0,'' 0x7fff59166000,'libsystem_c.dylib' 0x7fff59166000,'libsystem_c.dylib' 0x7fff31ce6000,'Metal' 0x7fff31ce6000,'Metal' 0x7fff25170000,'AppleIntelHD4000GraphicsMTLDriver' 0x7fff25170000,'AppleIntelHD4000GraphicsMTLDriver' 0x101d18000,'The Sims 4' 0x101d18000,'The Sims 4' 0x101d18000,'The Sims 4' 0x101d18000,'The Sims 4' 0x101d18000,'The Sims 4' 0x101d18000,'The Sims 4' 0x101d18000,'The Sims 4' 0x101d18000,'The Sims 4' 0x101d18000,'The Sims 4' 0x101d18000,'The Sims 4' 0x101d18000,'The Sims 4' 0x7fff2f3bd000,'Foundation' 0x7fff2d11e000,'CoreFoundation' 0x7fff2d11e000,'CoreFoundation' 0x7fff2d11e000,'CoreFoundation'(/baseaddr)</contextdata></report>

Crash txt 2:

<?xml version="1.0" encoding="UTF-8"?><report><version>2</version><sessionid>21cba902a96b100c5e6415e5</sessionid><type>crash</type><sku>ea.maxis.sims4.15.mac</sku><createtime>2020-03-07 22:07:02</createtime><buildsignature>Local.Unknown.Unknown.1.61.15.1220-1.200.000.440.Release</buildsignature><systemconfig></systemconfig><categoryid> 0xf511b0</categoryid><stack> 0xf511b0 0x4b5d 0x04 0x5b6a6 0x2420d 0x6368e 0xa5d9 0x1386 0x121c 0x112422e 0x19521fe 0x1952615 0xe0cd59 0x1960470 0x19602ce 0xfe2095 0xe49808 0x3695 0x23d2 0x23b1 0x65ceb 0x598b5 0x59461 0x58f9a</stack><threads></threads><screenshot></screenshot><memdump></memdump><contextdata>Client Session Time: 1313.06<br />Num Save Errors: 0<br />Num Load Errors: 0<br />Current Game State: 0xd9016c91<br />Origin Version: 10,5,64,37936<br />Modded: True<br />SystemInfo: Mac OS X Version 10.14.5 (Build 18F132) GPU: Intel HD Graphics 4000 macOS Metal driver 0.0.0.0<br />(baseaddr) 0x10ba24000,'The Sims 4' 0x7fff59303000,'libsystem_platform.dylib' 0x0,'' 0x7fff59166000,'libsystem_c.dylib' 0x7fff59166000,'libsystem_c.dylib' 0x7fff31ce6000,'Metal' 0x7fff31ce6000,'Metal' 0x7fff25170000,'AppleIntelHD4000GraphicsMTLDriver' 0x7fff25170000,'AppleIntelHD4000GraphicsMTLDriver' 0x10ba24000,'The Sims 4' 0x10ba24000,'The Sims 4' 0x10ba24000,'The Sims 4' 0x10ba24000,'The Sims 4' 0x10ba24000,'The Sims 4' 0x10ba24000,'The Sims 4' 0x10ba24000,'The Sims 4' 0x10ba24000,'The Sims 4' 0x10ba24000,'The Sims 4' 0x10ba24000,'The Sims 4' 0x10ba24000,'The Sims 4' 0x7fff2f3bd000,'Foundation' 0x7fff2d11e000,'CoreFoundation' 0x7fff2d11e000,'CoreFoundation' 0x7fff2d11e000,'CoreFoundation'(/baseaddr)</contextdata></report>

[Bluebellflora]

@bdeezy89 

Please try this:

1. Right click on the Sims 4  in your Applications folder and select Show Package Contents
2. Navigate to Contents > Frameworks
3. Drag the EAWebKit.so file to the Trash
4. Open Origin, right click on the game in your Games Library and select Repair Game

This will hopefully fix it as the file is replaced with a newer version in the repair.

[bdeezy89]

@Bluebellflora Thanks, will try later today

[ellenmayberry]

Hi Gurus,

It's been over 3 months now. Is there a fix coming for this issue?

[shanlukas]

I'd also like to know. I have the same problem since updating to MacOS Catalina 10.15.3.

It was working yesterday but not since the minor catalina patch (from 10.15.2 to 10.15.3)

See below crash text:

<?xml version="1.0" encoding="UTF-8"?><report><version>2</version><sessionid>b5caa84d33f15bb15e76baa5</sessionid><type>crash</type><sku>ea.maxis.sims4.15.mac</sku><createtime>2020-03-22 01:09:28</createtime><buildsignature>Local.Unknown.Unknown.1.61.15.1220-1.200.000.440.Release</buildsignature><systemconfig></systemconfig><categoryid> 0xf511b0</categoryid><stack> 0xf511b0 0x442d 0x04 0x7fa1c 0x7ecd6 0x84c19 0x77c35 0xa955 0x1302b 0x13e83 0x112422e 0x19521fe 0x1952615 0xe0cd59 0x1960470 0x19602ce 0xfe2095 0xe49808 0x3695 0x23d2 0x23b1 0xc0af5 0x9f804 0x9f3be</stack><threads></threads><screenshot></screenshot><memdump></memdump><contextdata>Client Session Time: 35.14<br />Num Save Errors: 0<br />Num Load Errors: 0<br />Current Game State: 0x4bebcb10<br />Origin Version: 10,5,65,38147<br />Modded: False<br />SystemInfo: Mac OS X Version 10.15.3 (Build 19D76) GPU: Intel Iris Pro macOS Metal driver 0.0.0.0<br />(baseaddr) 0x107945000,'The Sims 4' 0x7fff6e053000,'libsystem_platform.dylib' 0x0,'' 0x7fff6dead000,'libsystem_c.dylib' 0x7fff6dead000,'libsystem_c.dylib' 0x7fff3bb73000,'Metal' 0x7fff3bb73000,'Metal' 0x7fff3bb73000,'Metal' 0x7fff2e542000,'AppleIntelHD5000GraphicsMTLDriver' 0x7fff2e542000,'AppleIntelHD5000GraphicsMTLDriver' 0x107945000,'The Sims 4' 0x107945000,'The Sims 4' 0x107945000,'The Sims 4' 0x107945000,'The Sims 4' 0x107945000,'The Sims 4' 0x107945000,'The Sims 4' 0x107945000,'The Sims 4' 0x107945000,'The Sims 4' 0x107945000,'The Sims 4' 0x107945000,'The Sims 4' 0x107945000,'The Sims 4' 0x7fff38dfb000,'Foundation' 0x7fff36736000,'CoreFoundation' 0x7fff36736000,'CoreFoundation'(/baseaddr)</contextdata></report>

[KAHowler88]

@ellenmayberry Dragging the EAWebKit.so file to the Trash and repairing the game to generate a new one, has fixed this issue for me. Have you tried that?