Stuck between instance and cutscene (Black screen)

[witch1329]

Platform: PC
ISP: Spectrum
Type of Internet Connection: Cable
Internet Connection Speed: 100mbps
Date & Time: April 6 2018, about 10:00pm EST
Frequency: Always
Character Name: Vedraman
Race: Galka
World: Asura
Main Job: Blue Mage
Support Job: Dancer
Area and Coordinates: Alzadaal Undersea Ruins, can't see coordinates
Party or Solo: solo
NPC Name: none
Monster Name: none

Steps:
My game crashed while I was in a ToAU cutscene and now when I log in it immediately goes to a black screen. All I can see is chat and my cursor. I cannot interact with the UI.
1. Power cycle modem+ router
2. Checked port forwarding - TCP 25, 80, 110, 443 and from 50000 to 65535, UDP from 50000 to 65535
3. connect directly to modem
4. Turned off windows firewall
5. turned off anti virus on PC
6. Reinstalled the game, waited 6 hours for updates to download. did not copy over any previous files
7. tried logging in on another computer
8. tried logging in on another computer on a different network
9. tried a shorter cable, tried wireless
10. Came to your forums, found a user with my exact issue here: http://forum.square-enix.com/ffxi/th...e-and-Cutscene
11. contacting GM in game (they told me to contact the support center)
12. Contacting Support Center (they told me to post here)


Update: I got desperate and deleted my character and a GM restored it. The character is still stuck at a black screen.
Please help!