Sims 4 Gallery won't load, lags mouse

[nurseryfrog]

I've been having this issue since November. When I attempt to access the gallery in-game, the game freezes up -- thumbnails won't load and the mouse barely moves. The only way I can exit the gallery and attempt to regain control of the game is hitting the escape button on my keyboard. Sometimes I can resume using the game normally once I escape. Other times, the mouse continues to lag and the game freezes up, forcing me to restart my computer without exiting the game.

I have no mods and only a few CC files, but I removed them and tested the game and still had the gallery issue. Internet has been working fine for me outside of the game so I don't believe that's the issue, either.

Anyway way to fix? Thanks!

[kreatora]

@nurseryfrog

Are you on Mac or PC?
First, try this: Move your Tray folder to the desktop and check if you still have this error. Overloaded, with bugged files inside, the Tray folder may cause this.
If it will not work try doing a factory reset as described in this post:
http://answers.ea.com/t5/The-Sims-4/FAQ-Troubleshooting-Steps-amp-Known-Issues/m-p/3621199

I don't work for EA

[nurseryfrog]

@kreatora 

Thanks for your reply! I'm on a PC. 

I tried moving the Tray files to the desktop as suggested and still have the issue.

Doing a factory reset makes me nervous but I can give that a try too and report back.

[nurseryfrog]

Hi again, @kreatora 

Unfortunately, I'm still having the gallery issue after following the factory reset instructions you provided.

Any other ideas? Thanks!

[kreatora]

@nurseryfrog

Ah, I have many ideas.
- Change browser
-Turn off your firewall for a while and check if it will change something.
- Clear Origin Cache - https://help.ea.com/en-us/help/faq/clear-cache-to-fix-problems-with-your-games/
- Turn off overlays such as Riva Statistic Server and similar
- Perform a clean boot of your computer
https://help.ea.com/en-us/help/faq/how-to-clean-boot-your-pc/
If nothing will work
- Provide DxDiag of your computer.
To gather a DxDiag on your computer, please follow the steps here: http://answers.ea.com/t5/The-Sims-3/HOW-TO-DxDiag-for-Sims-3-PC-Only/td-p/1049584/
(Press the Windows key and "R" at the same time.
Copy and paste or type "DxDiag" in the new field. (Without the quotes) > ENTER
Wait until the green bar is gone > Click on "Save all information"
Save the file to your desktop.)
Here at AHQ > click on "Reply" > click on "choose file" > navigate to the "DxDiag.txt" on your desktop. > select the "DxDiag.txt" > click on "Open"
Type a few words in the text box > click on "Submit"

[nurseryfrog]

@kreatora 

Thank you for all your suggestions! I tried a few of them and didn't have luck so I did some more Googling + trial and error and discovered that it's my AVG Free antivirus program causing the issues. When I temporarily turn it off, the Sims 4 gallery works again. However, now I'm trying to figure out how I can have it still turned on while using the Sims... I tried adding Sims 4 as an exception, but the gallery still doesn't work when I try that -- unless I'm doing it wrong.

Let me know if this is something you might know the answer to. Thank you for all your help, I really appreciate it!

[Nuttycharlie]

Thank you so much this has been driving me mad for ages!

[EA_Lanna]

Hi @Nuttycharlie,

There's a new thread for this. If you're having this issue could you please pop over there to join the discussion: https://answers.ea.com/t5/Technical-Issues-PC/CURRENT-ISSUE-Anti-Virus-blocking-User-Folder-Screensh...

Locking this older thread here in the meantime.

- EA_Lanna