Unable to access Gallery since 13 November 2018 patch [ Edited ]

[silsetto007]

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? 1.47.49
What expansions, game packs, and stuff packs do you have installed? All
Steps: How can we find the bug ourselves? Just try and access the Gallery in-game.
What happens when the bug occurs? I can't view anything in the online Gallery. All the pictures feature big red crosses and when I try and download anything from the Gallery a dialogue box says "Unable to locate the item"
What do you expect to see? I expect to see other people's creations and be able to download them.
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. The November 13, 2018 patch (pre Get Famous which I also now have installed).

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I have removed all mods, carried out a game repair via the Origin screen and have also deleted my Origin cache. The problem still persists.

[crinrict · Accepted solution]

Hi @silsetto007

moving to tech for troubleshooting

did you check if your antivirus/firewall is blocking the connection to the Gallery ?

[crinrict · Accepted solution]

Hi @silsetto007

moving to tech for troubleshooting

did you check if your antivirus/firewall is blocking the connection to the Gallery ?

[silsetto007]

I'm using Panda Dome... it's not very user friendly but nothing seems to be blocking the Sims 4 that I can see!

[crinrict]

Did you also delete your Sims Cache files: https://sims4.crinrict.com/en/2014/09/delete-cache-files/

[silsetto007]

Managed to solve the issue. It was indeed my antivirus / firewall blocking access. Once I added the ts4.exe file to the list to be excluded from the rules all worked fine and I had full access again. Thanks anyway!

[crinrict]

Glad to hear you got it solved :D

[SoftChrystal]

Hi. I have this problem to. But what I can see so do panda already have outcoing access to ts4.x64.exe.
Can you help me and guide me through pandas program.
What should I do?

[silsetto007]

OK, I will try and keep it simple.

Open up your Panda Software.

Click on the antivirus icon (usually the second one).

Click the Setting button - the cog in the top right corner.

Scroll down to Exclusions (Files and Folders).

Click Add and navigate to the place where your Sims 4.exe file is located (usually C:\Program Files (x86)\Origin Games\The Sims 4\Game\Bin\TS4.exe - just tick the box next to it.

You can add the TS4_x64.exe file for good measure too - following the steps above.

Restart the Sims 4 and hopefully you will now have access to the Gallery.

Good luck!

[SoftChrystal]

Hi. Thanks for your reply. But when I tried to do this, there is no arrow next to the Origin Games folder.
So I can´t get the exe file.
Do you know any other way to make it work.
Sincerely, Malena

[SoftChrystal]

Hi again.
I reinstalled the game and then I manage to access the Origin Games folder and the exe fil, through the Panda virus program.

Thank you so much for all the help.