The cut scene in the section does not load (Resident Evil 2)

I put several skins on Leon and Claire had to turn off almost everything. The problem is when the lieutenant calls on the radio and shows Claire on the laptop says you will find a way out on the second floor. As soon as he turned the corner and walked forward the eternal loading. I decided to go further without Claire so the game froze after leaving the sewers and activating the gate with a card. Ripak from Khattab