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Can't Connect to Gallery

DaphneLunaDaphneLuna Posts: 86 Member
edited September 2014 in PC - Technical Discussions
I've literally tried everything, and I still can't get "online" when I launch the game. Is anyone else still having this problem? I've disabled my firewall completely, made sure all of the necessary ports were opened, checked my connection (it's very strong), uninstalled and reinstalled origin twice, deleted the tray files from the demo, and even deleted the demo itself. My computer is more than equipped for this game as well. When I attempt to "go online" in the game, it freezes for a moment and says that it can't connect, even though my origin app itself says "online." If anybody is still having this problem, or knows what else I can try, I'm all ears! This is extremely frustrating, as my game feels empty without the ability to browse and import from the gallery.
Post edited by DaphneLuna on

Comments

  • Navada67Navada67 Posts: 4 New Member
    I read on another post that sometimes Norton or any other Anti-virus software will cause this problem. I hope this helps! I have the same problem and nothings working for me.
  • DaphneLunaDaphneLuna Posts: 86 Member
    Thanks for your response! I've disabled my firewall and anti-virus (horrible, I know), and still nothing. So frustrating!
  • Navada67Navada67 Posts: 4 New Member
    Woohoo! I think I found something. It worked for me so hopefully it'll work for you. Awhile back I had to open some ports on my router (for PSN), and I also bumped up my firewall security. So I went to my firewall and set the security to minimum. I see you did mention you turned your firewall off and opened up some ports, but was it the firewall connected to your router?
  • DaphneLunaDaphneLuna Posts: 86 Member
    I disabled the firewall on my computer, but my router itself is controlled through my apartment building... so I hope this doesn't have to do with something that I'm unable to change! Is that possible? I'm not too well versed on routers. It's so strange, because I can connect to my EA account through The Sims 3 with no problems.
  • pepperw1pepperw1 Posts: 487 Member
    You could try uninstalling Origin and then reinstalling it.
  • DaphneLunaDaphneLuna Posts: 86 Member
    Thanks! I actually did that twice already... and nothing. I was thinking of re-installing the game itself... but I've been holding off because it takes so long.
  • Navada67Navada67 Posts: 4 New Member
    I don't want to tell you to go into the router if it'll get you in trouble. Maybe try contacting support since you've tried just about everything with no luck. I hope they will make a patch to fix this problem. I noticed a lot of people are/were having issues connecting.
  • DaphneLunaDaphneLuna Posts: 86 Member
    Pardon my ignorance, but how do I access the settings for the router itself? I'm pretty sure the only firewall settings I saw were for Windows itself.
  • DaphneLunaDaphneLuna Posts: 86 Member
    After spending hours on hold with EA (only to be disconnected twice) I finally reached a representative who was completely unable to help me. Have any other fixes for this been discovered? I still cannot connect to the gallery, even though I've done all of the necessary troubleshooting.
  • suzanna13suzanna13 Posts: 1,426 Member
    Have you tried different times of day? I can't connect at night.
  • DaphneLunaDaphneLuna Posts: 86 Member
    Yep! Morning, noon, & night. I've also reinstalled the game, and tried using a hardwired Ethernet internet connection.
  • GlazeyLadyGlazeyLady Posts: 4 New Member
    I have the same problem. And had a similar experience with EA Support. I was able to go online with no issues with the CAS demo and then starting Tuesday with the full game. Suddenly Sunday I started having this problem. I start the game from Origin, so clearly I am signed on there, but get a message that I am not signed on in the game. I try to go online in the game but can't.

    EA told me to uninstall my security/anti-virus software, even though nothing had changed with it since before the problem started. I did, but of course it didn't fix it. Ultimately, in the help chat, I was transferred to a different queue. Just after the intro to the new guy, the session ended. Then I tried to resume it through a phone call - they did call me, but after explaining everything, the phone rep was honest with me in that he acknowledged that this was beyond his expertise. He put me on hold and went to talk with the specialist about escalating the issue, and when he came back to tell me what that person said, the call was disconnected.

    Very frustrating.
  • SchantalSchantal Posts: 3,082 Member
    edited September 2014
    DaphneLuna wrote: »
    I've literally tried everything, and I still can't get "online" when I launch the game. Is anyone else still having this problem? I've disabled my firewall completely, made sure all of the necessary ports were opened, checked my connection (it's very strong), uninstalled and reinstalled origin twice, deleted the tray files from the demo, and even deleted the demo itself. My computer is more than equipped for this game as well. When I attempt to "go online" in the game, it freezes for a moment and says that it can't connect, even though my origin app itself says "online." If anybody is still having this problem, or knows what else I can try, I'm all ears! This is extremely frustrating, as my game feels empty without the ability to browse and import from the gallery.

    I'm having this issue as well, lots of us are unfortunately. Some people said to delete the demo if you have it because it is conflicting, have not tried this yet though.
  • DaphneLunaDaphneLuna Posts: 86 Member
    edited September 2014
    @Schantal Yep I deleted the demo, still nothing. I'm not sure if this matters at all, but I'm successfully able to connect to the EA in-game store with TS3... so I'm so confused as to why TS4 is such a problem.

    My only other idea is that perhaps it's a flaw/glitch with my copy of the game itself? Since I downloaded it right at launch time (11pm CST on Sept. 2) when the servers were probably slammed. But I did try uninstalling and re-download it, so who knows. I'm considering uninstalling the digital copy and just buying a hardcopy to clean install, but I really don't want to spend any more money if I'm not 100% sure what the problem is.
  • kms29kms29 Posts: 42 Member
    I, too, am having this problem but I was also having this issue when trying to use Steam to download a game for my son. Their troubleshooting said the only way to bypass this problem is to open up ports on your router. I assume the same is true for connecting to the gallery. I don't think it has to do with it being a digital copy because even though mine is, too, so is my sisters and hers connects to the gallery just fine. It would almost have to be a router issue. I know that doesn't help you much since your internet is through your apartment complex but that's all I really have to offer. Hope you find a different fix soon. Please keep us all posted. :)
  • DaphneLunaDaphneLuna Posts: 86 Member
    @kms29 Thanks so much for your response! I'm still having the issue unfortunately. Even though my internet service is through my building, I am able to log into the router to make changes. Do you know which ports I would have to open? I opened several ports within my computer security settings, however I'm assuming that opening them through the router is a different process.
  • catmando830catmando830 Posts: 9,117 Member
    You should not have to take your firewall down or turn off your anti-virus. Both of mine are running all the time and I have no problem getting online to the gallery.
  • DaphneLunaDaphneLuna Posts: 86 Member
    @catmando830 Turning those off didn't work for me anyways, so I've re-enabled them. I'm at a loss as to what the actual problem may be.
  • catmando830catmando830 Posts: 9,117 Member
    DaphneLuna wrote: »
    @catmando830 Turning those off didn't work for me anyways, so I've re-enabled them. I'm at a loss as to what the actual problem may be.

    When you start the game and you get the message at the bottom that you are offline, did you click there to try to get online?
  • DaphneLunaDaphneLuna Posts: 86 Member
    @catmando830 Yep. I've tried repeatedly. When I click to go online, the game freezes for a moment, and then says "could not connect." I've made sure that "online access" was enabled in my game menu.
  • vampiredude09vampiredude09 Posts: 77 Member
    same problem here, I couldn't connect in the demo, and I can't connect with the full game, did all the same things daphne did, the only difference is that I don't live in an apartment complex, I've reseted the router and it's still blocked T_T I know the problem is in my house because when I go to another house it connects perfectly
  • daftalandaftalan Posts: 7 New Member
    Hey! I'm having the same issue, I'm from Argentina, and this problems appears 2 days ago
    I clic to connect and then the game freezes and says "could not connect" :(
    I try to do it many times at day but the error is still there
    Don't know what to do, seriously
  • DaphneLunaDaphneLuna Posts: 86 Member
    @vampiredude09 and @daftalan - have you had any luck yet? I'm still unable to connect, and have no idea what else I can try.
  • daftalandaftalan Posts: 7 New Member
    No, no luck. The game is not yet connected to the online mode. I found in a forum where people recommended to request EA's help via telephone so a Game Advissor can check the account.
    The problem is that I can't call because the EA phone support service is not available in my country.
    Many players had and have this problem. Apparently because EA servers, it's not our internet connection. Someone should get help by contacting EA.
    Some players stopped having this problem a week or a month (in the case of those who played Create a Sim Demo)
  • vampiredude09vampiredude09 Posts: 77 Member
    > @daftalan said:
    > Hey! I'm having the same issue, I'm from Argentina, and this problems appears 2 days ago
    > I clic to connect and then the game freezes and says "could not connect" :(
    > I try to do it many times at day but the error is still there
    > Don't know what to do, seriously

    Yo tambien soy de Argentina :D, de Cordoba ;)

    And Daphne, the gallery issue fixed itself this week, i didn't do anything...I think it was something from the game, idk
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