Gallery keeps freezing after around 5 minutes of using it

[SavPMA]

Product: The Sims 4
Platform:PC
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? 1.69.59.1020
What expansions, game packs, and stuff packs do you have installed? Discover university, Island living, Get famous, Seasons, Cats & dogs, City living, Get together, Get to work, Strangerville, Jungle adventure, Parenthood, Vampires, Outdoor retreat, Nifty knitting, My first pet, Toddler, Kids room, Movie hangout, Perfect patio, and Holiday Celebration. Later today I will be installing Snowy escape too.
Steps: How can we find the bug ourselves? Go on the gallery and click on various uploads for around 5-10 minutes.
What happens when the bug occurs? My game freezes.
What do you expect to see? When I use the gallery for 5-10 minutes, I expect to see my game freeze.
Have you installed any customization with the game, e.g. Custom Content or Mods? Not now. I've removed them.
Did this issue appear after a specific patch or change you made to your system? Yes
Please describe the patch or change you made. I believe this started after the Snowy escape patch.

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This happens in the "Gallery" section on the gallery after scrolling down and clicking various uploads for 5-10 minutes.

[crinrict · Accepted solution]

HI @SavPMA 

Try resetting your user files as described in the factory reset described in this post: http://answers.ea.com/t5/The-Sims-4/FAQ-Troubleshooting-Steps-amp-Known-Issues/m-p/3621199

You won't loose anything. Just make sure to not delete any files  and make a backup.

After renaming, repair your game by right clicking on the game in Origin.

Try on a new game with nothing added back first (start new game). If it works, put back your save game and try again. If it still works, you can start putting stuff back.

• Options.ini (or just re-set all your settings manually)
• Tray Folder
• Screenshots/Videos/Custom music
• Rest of the save games (leave out slot_00000001.save which is the autosave and no longer needed - if you still have it)
• Custom content like clothing, hair, skins, make up ....
• ConfigOverride, if you have your own configuration files.
• Mods (one by one, making sure they all still work)

The rest does not need putting back, cause they are mostly cache files that recreate or log files that are not needed for the game.

[crinrict]

@SavPMA Does it matter if you load a save game or go to the gallery from the main menu ?

[SavPMA]

It freezes at the main screen and in game

[crinrict · Accepted solution]

HI @SavPMA 

Try resetting your user files as described in the factory reset described in this post: http://answers.ea.com/t5/The-Sims-4/FAQ-Troubleshooting-Steps-amp-Known-Issues/m-p/3621199

You won't loose anything. Just make sure to not delete any files  and make a backup.

After renaming, repair your game by right clicking on the game in Origin.

Try on a new game with nothing added back first (start new game). If it works, put back your save game and try again. If it still works, you can start putting stuff back.

• Options.ini (or just re-set all your settings manually)
• Tray Folder
• Screenshots/Videos/Custom music
• Rest of the save games (leave out slot_00000001.save which is the autosave and no longer needed - if you still have it)
• Custom content like clothing, hair, skins, make up ....
• ConfigOverride, if you have your own configuration files.
• Mods (one by one, making sure they all still work)

The rest does not need putting back, cause they are mostly cache files that recreate or log files that are not needed for the game.

[SavPMA]

Hey it worked! Thank you!!

[crinrict]

@SavPMA Happy To hear.