FFXIV game crashing entering a specific Instance

[Emerald_Swords]

Hey

I've been recently hit with an issue and don't know what could be causing it. Any help would be appreciated in this.

I am currently going through the anima grind and need to complete the : Akh Afah Amphiteatre fight with Shiva.

Whenever the instance loads, after a few mins; the sound cuts and game crashes.

I am going on to assume there may be some data files that were corrupted during the installation process, but I don't remember running into this issue in the past.

This is the error message that is brought up whenever loading in the instance:


An Unexpected error has occurred. Exiting Final Fantasy XIV.

FFxiv_dx11.exe+1063D57
ffxiv_dx11.exe_FE03B9
ffxiv_dx11.exe+42CE5C
ffxiv_dx11.exe+18D542
ffxiv_dx11.exe+10A9EB9
KERNEL32.DLL+13034
ntdll.dll+71461

[Einmimiria]

Good afternoon and thank you for posting on the Final Fantasy XIV Technical Support Forums.

Do you recall when this first started happening? Did anything update/change on your PC that coincides with it?

Does this same error occur while using DirectX 9 mode?

Can you list everything you've tried so far to alleviate the issue?

We hope we can be of assistance in helping you enjoy the exciting world of Final Fantasy XIV!

[Emerald_Swords]

Good afternoon and thank you for posting on the Final Fantasy XIV Technical Support Forums.

Do you recall when this first started happening? Did anything update/change on your PC that coincides with it?

Does this same error occur while using DirectX 9 mode?

Can you list everything you've tried so far to alleviate the issue?

We hope we can be of assistance in helping you enjoy the exciting world of Final Fantasy XIV!

Thank you for the reply!

1) I can't pinpoint exactly when this issue had occurred. I do remember at certain points while updating my graphics driver when sometimes while playing through the game at random intervals, the client would crash, there were some other times when the client would have a hard time installing a patch; in which would result in an error message but this may not be related.
2) The error still pops up on Dx9 with differing error letters/numbers.
3) I've ensured all my drivers are up to date
4) Rebooted PC and that is what I've done so far.

[Einmimiria]

Thank you for the reply Emerald_Swords.

If you are only running into the issue in this one instance, it may be that you have a corrupted file like you first suggested. Reinstalling the game may fix this but if you don't want to jump into that immediately, you can try some of the following:

-Disable any unnecessary programs or overlays running in the background
-Set compatibility mode to Windows 7 (right click on the ffxivboot.exe file and select ‘Properties.’ Then select the ‘Compatibility’ tab and choose Windows 7)
-Make sure that any anti-virus software you have has the appropriate exceptions for Final Fantasy XIV
-Try a clean boot. Simply open the task manager and select the 'Start up' tab. Disable everything here and restart the PC.

If the above does not resolve the issue, can you respond with a system report? Simply go to the 'Config' option on the Final Fantasy XIV launcher and to the right of 'System Information' click on 'Display.'

We hope we can be of assistance in helping you enjoy the exciting world of Final Fantasy XIV!

[Emerald_Swords]

Good Day Einmimiria,

After going through some of the mentioned steps, there has still not been a resolution.

Here is the system report:

-=-=-=-=-=-=- FFXIV Information -=-=-=-=-=-=-

MyDocument	C:\Users\jerem\Documents
FINAL FANTASY XIV - A Realm Reborn	C:\Program Files (x86)\SquareEnix
FINAL FANTASY XIV - A Realm Reborn	Language 1		Region 2
ProxyEnable 0
ProxyServer unspecified
ProxyOverride unspecified


-=-=-=-=-=-=- System Information -=-=-=-=-=-=-

SYSTEM_OS	Windows 10 Pro 64-bit (6.2, Build 9200) (17134.rs4_release.180410-1804)
SYSTEM_CPU	Intel(R) Core(TM) i7-4770K CPU @ 3.50GHz (8 CPUs), ~3.5GHz
SYSTEM_CORE_NUM	SYSTEM_CORE_LOGIC 8  SYSTEM_CORE_PHYSICS 4
SYSTEM_BIOS	BIOS Date: 03/30/15 11:20:03 Ver: V1.9B0
SYSTEM_LANGUAGE	English (Regional Setting: English)
SYSTEM_MEMORY	16328.000MB
SYSTEM_VIRTUAL_MEMORY	134217727.875MB
SYSTEM_PAGE_FILE	32712.000MB
SYSTEM_STORAGE	C:\    SYSTEM_HARDDISK_DRIVE    SYSTEM_TOTALDISC_SPACE 931.064GB    SYSTEM_FREEDISC_SPACE 456.679GB
SYSTEM_STORAGE	D:\    SYSTEM_HARDDISK_DRIVE    SYSTEM_TOTALDISC_SPACE 698.146GB    SYSTEM_FREEDISC_SPACE 612.552GB
SYSTEM_DIRECTX_VERSION	DirectX 12
SYSTEM_GRAPHICS	NVIDIA GeForce GTX 760
SYSTEM_GRAPHICS_DEVICE	\\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP	GeForce GTX 760
SYSTEM_GRAPHICS_MAKER	NVIDIA
SYSTEM_GRAPHICS_VRAM	2007.125 MB
SYSTEM_GRAPHICS_SHARED_VRAM	8164.000 MB
SYSTEM_GRAPHICS_DAC	Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE	1920 x 1080 (32 bit) (60Hz)
SYSTEM_GRAPHICS_DRIVER	C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_52ac7eb8f32780d5\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_52ac7eb8f32780d5\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_52ac7eb8f32780d5\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_52ac7eb8f32780d5\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION	24.21.0013.9882
SYSTEM_GRAPHICS_DRIVER_DATE	7/29/2018 20:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE	English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER	3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE	SYSTEM_SUPPORT
SYSTEM_SOUND	SCEI MONITOR (NVIDIA High Definition Audio)
SYSTEM_SOUND_DEVICE_ID	{E3B9234C-B175-490B-9743-63163BA303BB}
SYSTEM_SOUND_DEVICE_NAME	nvhda64v.sys
SYSTEM_SOUND_DRIVER_VERSION	1.03.0037.0004
SYSTEM_SOUND_DRIVER_LANGUAGE	English
SYSTEM_SOUND_DRIVER_DATE	4/3/2018 00:00:00
SYSTEM_INPUT	{6F1D2B60-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME	Mouse
SYSTEM_INPUT_REMARKS	SYSTEM_GAMEPAD_AXIS 3  SYSTEM_GAMEPAD_BUTTON 5  SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT	{6F1D2B61-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME	Keyboard
SYSTEM_INPUT_REMARKS	SYSTEM_GAMEPAD_AXIS 0  SYSTEM_GAMEPAD_BUTTON 128  SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT	{0E26F1E0-86FD-11E6-8001444553540000}
SYSTEM_INPUT_NAME	Gaming Keyboard G105
SYSTEM_INPUT_REMARKS	SYSTEM_GAMEPAD_AXIS 0  SYSTEM_GAMEPAD_BUTTON 7  SYSTEM_GAMEPAD_FOV 0


-=-=-=-=-=-=- Application Information -=-=-=-=-=-=-

FFXIVLauncher

Skype
Discord
NordVPN 
FINAL FANTASY XIV - A Realm Reborn
Snipping Tool
Twitch


-=-=-=-=-=-=- Install Information -=-=-=-=-=-=-

Titan Souls
Adobe Flash Player 31 PPAPI
Blizzard App
Canon My Printer
Citrix Receiver 4.6
Destiny 2
GoldenEye: Source
ISOburn
Kobo
NetBeans IDE 8.0.2
NordVPN
NVIDIA Stereoscopic 3D Driver
Opera Stable 56.0.3051.36
Origin
Skype version 8.30
Steam
WinRAR 5.60 beta 4 (32-bit)
Far Manager 3
Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.30501
Citrix Receiver(Aero)
Citrix Receiver Inside
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.4148
Java 8 Update 181
Self-service Plug-in
FINAL FANTASY XIV - A Realm Reborn
Java SE Development Kit 7 Update 80
Microsoft Visual C++ 2012 Redistributable (x86) - 11.0.61030
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.40649
Java Auto Updater
Citrix Receiver (HDX Flash Redirection)
Citrix Receiver(USB)
Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.40649
Media Go
Google Update Helper
Microsoft Visual C++ 2015 x86 Additional Runtime - 14.0.24215
Microsoft Visual C++ 2005 Redistributable
Citrix Web Helper
Citrix Authentication Manager
Office 16 Click-to-Run Extensibility Component
Office 16 Click-to-Run Localization Component
NordVPN network TAP
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.17
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.6161
Online Plug-in
Microsoft Visual C++ 2013 x86 Additional Runtime - 12.0.40649
OpenOffice 4.1.5
Adobe Refresh Manager
Adobe Acrobat Reader DC
Microsoft Visual C++ 2012 x86 Additional Runtime - 11.0.61030
Microsoft Visual C++ 2015 x86 Minimum Runtime - 14.0.24215
Microsoft Visual C++ 2012 x86 Minimum Runtime - 11.0.61030
Microsoft Visual C++ 2012 Redistributable (x64) - 11.0.61030
NordVPN
Windows 10 Update Assistant
Microsoft Visual C++ 2015 Redistributable (x64) - 14.0.24215
Microsoft Visual C++ 2013 x86 Minimum Runtime - 12.0.40649
Twitch
Microsoft Visual C++ 2015 Redistributable (x86) - 14.0.24215
Content Manager Assistant for PlayStation(R)
SmartCardPlugin
Media Go Video Playback Engine 2.20.106.05220
Citrix Receiver(DV)
Microsoft Visual C++ 2010  x86 Redistributable - 10.0.40219
Realtek High Definition Audio Driver
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.30501
OldSchool RuneScape Launcher 1.2.7
Microsoft Visual C++ 2008 Redistributable - x86 9.0.21022
Defraggler
Notepad++ (64-bit x64)
Microsoft Office 365 - en-us
RuneScape Launcher 2.2.4
Speccy
Alan Wake
Audiosurf
Alan Wake's American Nightmare
Source SDK Base 2007
Call of Duty
Unearthed: Trail of Ibn Battuta - Episode 1 - Gold Edition
Dead by Daylight
Portal 2
Stick Fight: The Game
Counter-Strike: Global Offensive
SteelSeries Engine 3.12.3
Canon MX340 series MP Drivers
Microsoft Visual C++ 2010  x64 Redistributable - 10.0.40219
Microsoft Visual C++ 2013 x64 Additional Runtime - 12.0.40649
Microsoft Visual C++ 2012 x64 Additional Runtime - 11.0.61030
Microsoft Visual C++ 2008 Redistributable - x64 9.0.30729.4148
Microsoft Visual C++ 2015 x64 Minimum Runtime - 14.0.24215
Microsoft Visual C++ 2008 Redistributable - x64 9.0.30729.6161
Revo Uninstaller Pro 3.2.1
Microsoft Visual C++ 2005 Redistributable (x64)
iCloud
Office 16 Click-to-Run Licensing Component
Office 16 Click-to-Run Extensibility Component 64-bit Registration
Microsoft Visual C++ 2013 x64 Minimum Runtime - 12.0.40649
Backup and Sync from Google
Microsoft HEVC Media Extension Installation for Microsoft.HEVCVideoExtension_1.0.2512.0_x64__8wekyb3d8bbwe (x64)
NVIDIA Ansel
NVIDIA 3D Vision Driver 398.82
NVIDIA Control Panel 398.82
NVIDIA Graphics Driver 398.82
NVIDIA GeForce Experience 3.15.0.164
NVIDIA 3D Vision Controller Driver 390.41
NVIDIA PhysX System Software 9.17.0524
NVIDIA Update 33.2.0.0
DisplayDriverAnalyzer
NVIDIA SHIELD Streaming
NVIDIA HD Audio Driver 1.3.37.4
NVIDIA Install Application
NVIDIA ABHub
NVIDIA Backend
NVIDIA Container
NVIDIA TelemetryApi helper for NvContainer
NVIDIA LocalSystem Container
NVIDIA Message Bus for NvContainer
NVIDIA NetworkService Container
NVAPI Monitor plugin for NvContainer
NVIDIA Session Container
NVIDIA User Container
NVIDIA Display Container
NVIDIA Display Container LS
NVIDIA Display Watchdog Plugin
NVIDIA Display Session Container
NVIDIA NodeJS
NVIDIA Watchdog Plugin for NvContainer
NVIDIA Telemetry Client
NVIDIA Telemetry Container
NVIDIA Virtual Host Controller
Nvidia Share
NVIDIA ShadowPlay 3.15.0.164
NVIDIA SHIELD Wireless Controller Driver
NVIDIA Update Core
NVIDIA Virtual Audio 4.08.3
Microsoft Visual C++ 2012 x64 Minimum Runtime - 11.0.61030
Oracle VM VirtualBox 5.1.6
Microsoft Visual C++ 2015 x64 Additional Runtime - 14.0.24215


-=-=-=-=-=-=- Proccess Information -=-=-=-=-=-=-

C:\Program Files (x86)\Citrix\AuthManager\AuthManSvr.exe	00003FAC
C:\Program Files (x86)\Citrix\ICA Client\Receiver\Receiver.exe	00002DA0
C:\Program Files (x86)\Citrix\ICA Client\SelfServicePlugin\SelfServicePlugin.exe	00002C44
C:\Program Files (x86)\Citrix\ICA Client\concentr.exe	00002C88
C:\Program Files (x86)\Citrix\ICA Client\redirector.exe	00002D2C
C:\Program Files (x86)\Citrix\ICA Client\wfcrun32.exe	00002C64
C:\Program Files (x86)\Common Files\Java\Java Update\jusched.exe	00002DD4
C:\Program Files (x86)\Microsoft\Skype for Desktop\Skype.exe	00002B88
C:\Program Files (x86)\NVIDIA Corporation\NvNode\NVIDIA Web Helper.exe	00005058
C:\Program Files (x86)\NordVPN\NordVPN.exe	00002A2C
C:\Program Files (x86)\Opera\56.0.3051.36\opera.exe	00007764
C:\Program Files (x86)\Opera\56.0.3051.36\opera_crashreporter.exe	000036FC
C:\Program Files (x86)\Sony\Content Manager Assistant\CMA.exe	00002C68
C:\Program Files (x86)\Sony\Content Manager Assistant\CMAWatcher.exe	00002CC4
C:\Program Files (x86)\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivlauncher.exe	00004FD8
C:\Program Files (x86)\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivsysinfo64.exe	00007974
C:\Program Files (x86)\Steam\Steam.exe	00002AF4
C:\Program Files (x86)\Steam\bin\cef\cef.win7x64\steamwebhelper.exe	000020D8
C:\Program Files\Google\Drive\googledrivesync.exe	00002C18
C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe	00000568
C:\Program Files\NVIDIA Corporation\NvContainer\nvcontainer.exe	00005090
C:\Program Files\Realtek\Audio\HDA\RtkNGUI64.exe	000027F0
C:\Program Files\Windows Defender\MSASCuiL.exe	00002678
C:\Program Files\WindowsApps\AppleInc.iTunes_12090.167.37085.0_x64__nzyj5cx40ttqa\AMDS64\AppleMobileDeviceProcess.exe	0000207C
C:\Program Files\WindowsApps\Facebook.Facebook_171.1882.47562.0_x86__8xx8rvfyw5nnt\WinUAPEntry.exe	000029C8
C:\Program Files\WindowsApps\Microsoft.Windows.Photos_2018.18081.14710.0_x64__8wekyb3d8bbwe\Microsoft.Photos.exe	00004298
C:\Users\jerem\AppData\Local\Amazon Music\Amazon Music Helper.exe	000004C0
C:\Users\jerem\AppData\Local\Discord\app-0.0.301\Discord.exe	00002AB0
C:\Users\jerem\AppData\Local\FluxSoftware\Flux\flux.exe	00002910
C:\Users\jerem\AppData\Roaming\Spotify\SpotifyWebHelper.exe	00002AD4
C:\Users\jerem\AppData\Roaming\Twitch\Bin\Electron\TwitchUI.exe	0000329C
C:\Users\jerem\AppData\Roaming\Twitch\Bin\Twitch.exe	00002D50
C:\WINDOWS\Explorer.EXE	00001C0C
C:\WINDOWS\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe	00001FB4
C:\WINDOWS\system32\ApplicationFrameHost.exe	00004280
C:\WINDOWS\system32\DllHost.exe	00002174
C:\WINDOWS\system32\SettingSyncHost.exe	0000231C
C:\WINDOWS\system32\SnippingTool.exe	00003AE8
C:\WINDOWS\system32\browser_broker.exe	0000408C
C:\WINDOWS\system32\conhost.exe	000055C0
C:\Windows\ImmersiveControlPanel\SystemSettings.exe	00004AF0
C:\Windows\System32\RuntimeBroker.exe	00003174
C:\Windows\System32\smartscreen.exe	00005AB4
C:\Windows\SystemApps\Microsoft.LockApp_cw5n1h2txyewy\LockApp.exe	00003730
C:\Windows\SystemApps\Microsoft.MicrosoftEdge_8wekyb3d8bbwe\MicrosoftEdge.exe	00001948
C:\Windows\SystemApps\Microsoft.MicrosoftEdge_8wekyb3d8bbwe\MicrosoftEdgeCP.exe	00003088
C:\Windows\SystemApps\Microsoft.Windows.Cortana_cw5n1h2txyewy\RemindersServer.exe	0000201C
C:\Windows\SystemApps\Microsoft.Windows.Cortana_cw5n1h2txyewy\SearchUI.exe	00002054
c:\windows\system32\sihost.exe	000009E0
c:\windows\system32\svchost.exe	00003700
c:\windows\system32\taskhostw.exe	000009CC

[Dynratygus]

Thank you for posting in the Final Fantasy XIV Technical Support Forums,

I noticed that your graphics card drivers are a little out of date and newer patches are going to utilize newer driver versions.

The other thing I would suggest is reinstalling the game as well as deleting locally saved content (My Documents > My Games > Final Fantasy XIV).

I hope the above suggestion helps! Please keep us updated and hope to see you online!

[Emerald_Swords]

The game has been re-downloaded. I had ensured that all leftover files were gone before re-installing.
Graphic drivers are up to date.
Game is now loading into the zone

Thanks a bunch for your time and assistance, Dynratygus.

[Einmimiria]

Thank you for the update Emerald_Swords.

I'm glad you were able to get into the game. This thread will be moved to the 'Support Center Resolved' subforum as the issue has been resolved.

Thank you for visiting the Final Fantasy XIV Technical Support Forums.