Greetings fellow adventurer,
Unfortunately, the issue you are describing is something we are not able to assist with in the Technical Support Forum. However, we advise contacting a Game Master in game using the /helpdesk command as they may be able to assist further.
If the issue is bug related, you may want to create a new Bug Report post on the forums under the In-Game Bugs section as follows:
https://forum.square-enix.com/ffxi/f...7-In-Game-Bugs
Thank you for visiting the Final Fantasy XI Technical Support Forums!