I had this problem with the red man in Customize Identity, and a CTD if I clicked on anything in the Appearances list. What fixed it for me on the Steam version was to right-click on the game in the Steam Library, select Properties, then “Installed Files”, and click “Verify integrity of game files”. It found 2 files that were corrupted (no doubt through previous server timeout issues). Re-launching the game automatically downloaded these and Customize Identity then showed all the Preset avatars.