Fatal DirectX Error 11000002

yeah i resign i going to buy an 1050ti ... its ridiculous.

For the sake of emphasising how widespread this is, in case there is anyone of importance actually watching these forums, I figured I might as well post that I'm having this error too.

I'm running a Radeon R9 380 like many of the people with this problem, and I get the 11000002 crash after what seems like a random amount of time playing, ranging from a couple of minutes to several hours. I've tried every fix I've read about on these forums and nothing has had any discernible impact on the issue.

I was so looking forward to Stormblood, but it's going to be hard to justify purchasing a game that crashes constantly.

I posted this in the other matching forum, but I will post here too if other missed it. Please give these steps a try:

I know this may sound weird, but I have these installed on my computer from my IDEs for programming. Yet, I do know that graphic drivers and DirectX can refer to them as well.

If you do not have these install, please make sure do to so:
Microsoft .NET Framework 3.5 and the latest (I believe it is 4.6.1)
Latest version of Vulkan (For those using Nvidia)

Please visit https://www.microsoft.com/en-us/down...ils.aspx?id=35 and make sure you have the latest DirectX 9 and 11. (Note: DirectX 12 can only be downloaded and updated through windows update on windows 10.)

Quote:

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Originally Posted by Aladire

I posted this in the other matching forum, but I will post here too if other missed it. Please give these steps a try:

I know this may sound weird, but I have these installed on my computer from my IDEs for programming. Yet, I do know that graphic drivers and DirectX can refer to them as well.

If you do not have these install, please make sure do to so:
Microsoft .NET Framework 3.5 and the latest (I believe it is 4.6.1)
Latest version of Vulkan (For those using Nvidia)

Please visit https://www.microsoft.com/en-us/down...ils.aspx?id=35 and make sure you have the latest DirectX 9 and 11. (Note: DirectX 12 can only be downloaded and updated through windows update on windows 10.)

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The odds of anyone finding a way to not have these installed in this era of automatic updates is incredibly low without deliberately going out of your way to remove them.

I'm just replying so that the forum mods don't leap to the absurd conclusion that this is actually a solution and ship out another thread on this as-yet-unsolved issue.

I am not sure why forum moderator would do that till the thread is dead for a certain amount of time or the OP post saying they got it working.

As for my suggestion about updating and installing things, when I did a fresh install of my windows 10 since windows update was failing to install 1607 completely, I did not install any of my programming applications. When I went to install FF14, it told me I did not have some framework. I took a look and sure enough, I did not have any installed. It looks like only directX (whatever comes through the windows update) was installed.

I went ahead and grabbed the 2 I mentioned and things worked fine for me. This is why I am suggesting to others to try it if they do not have it installed as I believe FF14 is using them.

This isn't just an AMD problem as seems to be indicated by some previous posters, nor is it a Win 10 problem. I'm on Win 7 and have an NVIDIA GTX 760 and get this error too.

Macleod, what of the steps throughout the topic have you tried? All the steps I been posting is specific to Windows, specifically Windows XP, Windows Vista, Windows ME, Windows 7, Windows 8/8.1, and Windows 10.

If you are on a Mac or PS3/PS4, then my steps will not help.

Quote:

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Originally Posted by Ephemeris

DX9 crashes too, it just takes longer because it resets the screen and fixes itself a few times before freezing up completely.

As said above this issue was here before Creators update. It's a long standing problem with the game and AMD cards.

There is not much we can do on the user side, there either needs to be a driver update that corrects the issue or the game itself being fixed.

Reverting to 15.12 is not a good solution. Those drivers are quite old now and can can cause compatibility issues with newer cards and games, to the point that some won't even run with them.

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I think you're right. Last night on DX9, it froze up for a short time, went black, then resumed like normal. I'm assuming that's it crashing but recovering. But in DX11, it crashes to desktop every time.

Bumping this thread as I have a Radeon R9 380 sitting as a paperweight in my desk due to the issues here. Tried most of the fixes listed here before putting my old gtx 750 back in, hope something changes.

i just got this error today as odin was about dead.
nvidia 980ti,
i7 6700k
32gb ram.
was running directX11 mode.


first time i've encountered this particular issue, i only just rolled back from creators update 2 days ago as it was playing funny buggers with the cursor in game.

Quote:

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Originally Posted by FaileExperiment

I think you're right. Last night on DX9, it froze up for a short time, went black, then resumed like normal. I'm assuming that's it crashing but recovering. But in DX11, it crashes to desktop every time.

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Yes. That is exactly what happens in DX9. After a while it stops redrawing, then geometry randomly starts vanishing and it crashes.

New AMD driver: http://support.amd.com/en-us/kb-arti...ase-Notes.aspx . I'm not able to download the driver as of right now but if someone can try it and see if the issue is solved with it, that would be great.

Quote:

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Originally Posted by BellClannel

New AMD driver: http://support.amd.com/en-us/kb-arti...ase-Notes.aspx . I'm not able to download the driver as of right now but if someone can try it and see if the issue is solved with it, that would be great.

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Note I don't know if this driver is for every R9 300s series cards, I run a Sapphire Radeon R9 380.

Quote:

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Originally Posted by BellClannel

New AMD driver: http://support.amd.com/en-us/kb-arti...ase-Notes.aspx . I'm not able to download the driver as of right now but if someone can try it and see if the issue is solved with it, that would be great.

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Tried it; no change. Same crashes as normal.

Happens to me too, R9 380, no issues with other games. Luckily no issues with DX9 for me (yet).

Have you guys tried playing with your graphic settings? I know this is not a fix but it could make the game at least playable till a fix is found. Start by setting everything to performance mode/ lowest possible settings both in game and on your gpu, then if it doesn't crash you can start turning things back on. I'm sure some of you have already tried this but it's worth a shot.

Quote:

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Originally Posted by Scenic

Have you guys tried playing with your graphic settings? I know this is not a fix but it could make the game at least playable till a fix is found. Start by setting everything to performance mode/ lowest possible settings both in game and on your gpu, then if it doesn't crash you can start turning things back on. I'm sure some of you have already tried this but it's worth a shot.

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I've tried constraining things at both the application level and via the driver software, but none of it had any noticeable effect on crash frequency.

I've been getting the same error with my R9 380 radeon card since 2-3 months. I'm also forced to play the game with Directx 9. I really wish there was a permanent solution to this issue :/

Quote:

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Originally Posted by Vaulisel

I've tried constraining things at both the application level and via the driver software, but none of it had any noticeable effect on crash frequency.

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This makes me wonder if it's a background process that's triggering the crash. If someone who is computer savvy could try disabling all unnecessary processes and see if it effects the crash you might be able to find what's causing it. Don't try this if you don't know what you are doing though cause disabling the wrong thing could make your system unstable.

Quote:

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Originally Posted by Scenic

This makes me wonder if it's a background process that's triggering the crash. If someone who is computer savvy could try disabling all unnecessary processes and see if it effects the crash you might be able to find what's causing it. Don't try this if you don't know what you are doing though cause disabling the wrong thing could make your system unstable.

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Already Tried that...I also disabled every overlay I had and nothing. Directx9 is also crashing but its able to fix itself and keep in game, Directx11 just kicks me out and gives me the Fatal Directx Error. It's definitely with the Graphics Card Driver. 90% of people here are using AMD Radeon R9 300s series (more people have problem with the R9 380). We need to send enough reports to AMD to actually get the driver we need to fix this issue: http://www.amdsurveys.com/se.ashx?s=5A1E27D23A3DE979

Quote:

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Originally Posted by BellClannel

Already Tried that...I also disabled every overlay I had and nothing. Directx9 is also crashing but its able to fix itself and keep in game, Directx11 just kicks me out and gives me the Fatal Directx Error. It's definitely with the Graphics Card Driver. 90% of people here are using AMD Radeon R9 300s series (more people have problem with the R9 380). We need to send enough reports to AMD to actually get the driver we need to fix this issue: http://www.amdsurveys.com/se.ashx?s=5A1E27D23A3DE979

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I'm not up to buy a new part. I had this comp for a year now and there should be no need to get a new card for one game.

Quote:

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Originally Posted by BellClannel

Already Tried that...I also disabled every overlay I had and nothing. Directx9 is also crashing but its able to fix itself and keep in game, Directx11 just kicks me out and gives me the Fatal Directx Error. It's definitely with the Graphics Card Driver. 90% of people here are using AMD Radeon R9 300s series (more people have problem with the R9 380). We need to send enough reports to AMD to actually get the driver we need to fix this issue: http://www.amdsurveys.com/se.ashx?s=5A1E27D23A3DE979

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I had a similar issue with an older GTX card and a different game. The only way I was able to make the game stable was by rolling back to an old driver, a driver that was launched 2 years ago. If the issues is present in all AMD drivers there is not much you can do other then get a different card or wait for a fix. I can feel your pain, best of luck.

Guys, I had this issue over a year ago with a newly built computer. Please, let me summarize things of what to do. I want to let you know that if adjusting settings does not resolve stuff, then you have a defective part(s), which can also be hard to troubleshoot. The reason that the game tends to have the trouble is that most of the time you are not using most of the hardware power till you run games like this. So, here are the steps:

1. Check to make sure there are no hardware issues in the event view under windows.
2. Reinstall the graphic drivers with a CLEAN install. This will wipe any profile such as SLI settings.
3. Check to make sure that DirectX is updated. An earlier post of mine talked about this. (Windows 10 gets them through windows update, but may need to manually trigger for DX9 and DX11.)
4. If you are missing the .Net Framework 3.5 and the latest, install those. Again, an earlier post of mine explained how.
5. Make sure that all of the windows updates are installed. Some of them fix issues with the windows settings while others fix security vulnerabilities. Few actually add or change features.
6. For windows 10 users, try disabling the windows 10 gaming mode. (This will only be an option with windows 10 build 1703 or later, which currently is the creator update.) You can find more info at this link: http://gadgets.ndtv.com/games/featur...ows-10-1680332
7. Reinstall the game if still issues.
8. Check any software tool used to OC or enable game modes on graphic card and if you have any, try disabling them.

Now, if after all steps above have been done and still crashing, then some more extreme tech settings will have to be done. Be very careful with what I am about to suggest as these steps are typically used by those who overclock their systems. You do not want to set things too high that will cause overheating and damaging hardware. If you are too scared to do this, ask someone who knows how to. That being said, adjust these settings: (Do these one at a time to see if any of these help. If not fix, set the settings back and try the next step.)
1. In the BIOS, adjust the voltage level to the PCI Express/Graphic card by a very small percentage such as 0.5 volts. Go a little higher or a little lower.
2. In the BIOS, adjust the voltage level of the RAM, again go only about 0.1 volts or even 0.2 volts.
3. In the BIOS, adjust the CPU Ratio to 1 setting difference.
4. In the BIOS, adjust the CPU Voltage by the lowest increment of only 1 step. (I am not sure what the change amount is here.)

If all of these steps still do not resolve the issue, then:
1. Do a reset of the BIOS settings.
2. Then make sure you have the latest BIOS firmware installed.
3. Then, go in each setting for the RAM and CPU and make sure that everything is set to the correct setting, such as the latency and DRAM Timing. Sometimes the BIOS fails to pick up the profile.

Now, if after all of these steps and still getting errors, I am sorry to say this, but this is confirmation that a hardware is failing. It will be either the PSU, Motherboard, CPU, or graphic card, or multiple at once. You will have to start troubleshooting which component is failing. To be honest, this is usually rare if the computer has been working for more than a year. So, I am hoping it is not this case.

Quote:

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Originally Posted by Aladire

Guys, I had this issue over a year ago with a newly built computer. Please, let me summarize things of what to do. I want to let you know that if adjusting settings does not resolve stuff, then you have a defective part(s), which can also be hard to troubleshoot. The reason that the game tends to have the trouble is that most of the time you are not using most of the hardware power till you run games like this. So, here are the steps:

1. Check to make sure there are no hardware issues in the event view under windows.
2. Reinstall the graphic drivers with a CLEAN install. This will wipe any profile such as SLI settings.
3. Check to make sure that DirectX is updated. An earlier post of mine talked about this. (Windows 10 gets them through windows update, but may need to manually trigger for DX9 and DX11.)
4. If you are missing the .Net Framework 3.5 and the latest, install those. Again, an earlier post of mine explained how.
5. Make sure that all of the windows updates are installed. Some of them fix issues with the windows settings while others fix security vulnerabilities. Few actually add or change features.
6. For windows 10 users, try disabling the windows 10 gaming mode. (This will only be an option with windows 10 build 1703 or later, which currently is the creator update.) You can find more info at this link: http://gadgets.ndtv.com/games/featur...ows-10-1680332
7. Reinstall the game if still issues.

Now, if after all steps above have been done and still crashing, then some more extreme tech settings will have to be done. Be very careful with what I am about to suggest as these steps are typically used by those who overclock their systems. You do not want to set things too high that will cause overheating and damaging hardware. If you are too scared to do this, ask someone who knows how to. That being said, adjust these settings: (Do these one at a time to see if any of these help. If not fix, set the settings back and try the next step.)
1. In the BIOS, adjust the voltage level to the PCI Express/Graphic card by a very small percentage such as 0.5 volts. Go a little higher or a little lower.
2. In the BIOS, adjust the voltage level of the RAM, again go only about 0.1 volts or even 0.2 volts.
3. In the BIOS, adjust the CPU Ratio to 1 setting difference.
4. In the BIOS, adjust the CPU Voltage by the lowest increment of only 1 step. (I am not sure what the change amount is here.)

If all of these steps still do not resolve the issue, then:
1. Do a reset of the BIOS settings.
2. Then make sure you have the latest BIOS firmware installed.
3. Then, go in each setting for the RAM and CPU and make sure that everything is set to the correct setting, such as the latency and DRAM Timing. Sometimes the BIOS fails to pick up the profile.

Now, if after all of these steps and still getting errors, I am sorry to say this, but this is confirmation that a hardware is failing. It will be either the PSU, Motherboard, CPU, or graphic card, or multiple at once. You will have to start troubleshooting which component is failing. To be honest, this is usually rare if the computer has been working for more than a year. So, I am hoping it is not this case.

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You did not have this issue, nor are your posts helpful. They are taking the topic away from the problem and placing blame on the user.

It would be great if you would stop wasting people's time and making them spend hours on unnecessary legwork just to confirm that this is indeed a FFXIV problem, and as someone else said stop giving the SE staff who are at forums the impression that this is somehow easily resolvable and our fault.

If any of this was a hardware issue as you claim, it would:

1. Be present in every other modern game that either used DX11 or utilized computer resources to a high degree.
2. Result in BSODs or restarts rather than game crashes and DirectX errors.
3. Would not happen to so many users with identifiable similarities.

We are all playing other MMOs and other games with no issues at all.

This is a driver problem with this specific game and the fix has to come from either AMD or the developers, as was confirmed in the past. The drivers that were stable and worked flawlessly were the ones where AMD specifically addressed it and documented it in the patch notes.

Under any circumstance, do not fiddle with your voltage settings nor BIOS if you don't have an advanced understanding of hardware. Your computer does not need tweaking on such a low level in order to function properly, and you can seriously damage it to the point of it not working.

It has been happening to me also recently. Not that frequently but it does happen, especially at very inconvenient times. This did start happening after the latest Windows update. I had never had any video related issues before then. This does not happen at all on my other PC games running DX11. Seeing everyone else in here it seems to be a common thing. I would not come to the conclusion it may be hardware/software issue on your end. This is something FFXIV and Windows needs to be aware of and solve. Or maybe the Stormblood client we download next week will naturally fix it. Can't say for sure, so the team here needs to be aware of this regardless. I use an overclocked GTX780 and Windows 10 (64-bit) with the latest updates installed on both Windows and my video card.

EDIT: I did notice it happened more often when there was a lot going on. Like I was farming AS1 for lights and I crashed twice while doing so in the hour I was there. I never crashed in the open world or lower level instanced dungeons I went to. A lot of things were going on at once in AS1 when it happened. So I am wondering if there is some bug that crashes when it attempts to load too many animations on screen. I checked the status of my card and processor and they are no where near the amount for it to be considered overheating.

Quote:

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Originally Posted by Ephemeris

You did not have this issue, nor are your posts helpful. They are taking the topic away from the problem and placing blame on the user.

It would be great if you would stop wasting people's time and making them spend hours on unnecessary legwork just to confirm that this is indeed a FFXIV problem, and as someone else said stop giving the SE staff who are at forums the impression that this is somehow easily resolvable and our fault.

If any of this was a hardware issue as you claim, it would:

1. Be present in every other modern game that either used DX11 or utilized computer resources to a high degree.
2. Result in BSODs or restarts rather than game crashes and DirectX errors.
3. Would not happen to so many users with identifiable similarities.

We are all playing other MMOs and other games with no issues at all.

This is a driver problem with this specific game and the fix has to come from either AMD or the developers, as was confirmed in the past. The drivers that were stable and worked flawlessly were the ones where AMD specifically addressed it and documented it in the patch notes.

Under any circumstance, do not fiddle with your voltage settings nor BIOS if you don't have an advanced understanding of hardware. Your computer does not need tweaking on such a low level in order to function properly, and you can seriously damage it to the point of it not working.

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Fine. I will stop trying to help the people in this thread.

Just for your information, here is what my issue was and you can tell yourself if it is the same issue:
My computer did not crash. I did not get any BSOD as you say.
My monitor would occasionally go blank and then recover. I would see an error message, sometimes but not all the time, that my graphic drivers have stop responding and restarted successfully.
I would get a crash of the game and error 11000002 thrown.
The game would work fine in DX9. It was only crashing in DX11.
This was on Windows 10 before the anniversary update.
It was only one 1 of my computer, which has all new parts. My old desktop was fine and was not crashing on DX9 or DX11.
At the time, I was using Nvidia GeForce 680.
The error happens mostly when I am in a dungeon or in Iddyllshire. Rare did it happen when I was alone outside of towns.
The error happens randomly where sometimes I would be able to play for hours while other days I could play about 2 mins.
It was only happening in FF14 while WoW ran perfectly fine.

So, if this does not describe what is happening, then I must be reading a different thread.

Just so you know, just because there is a problem with hardware does not mean you would get BSOD. Sometimes a hardware problem can present itself in crashing drivers. I know this from the 16 years I have been building and repairing computers as well as providing tech support to others. I even work as one for a little over a year.

I would like to point out that for those with Nvidia cards, new drivers came out today. I read through the release notes and Windows 10 1703 Creator Update is now listed as a support. Maybe these drivers might fixed the issue for some.

New version is: 382.53

At first this thread was to ask for solutions, but it was also to confirm what I thought. It is 100% AMD and/or the developers side. I've tried nearly every solution and none have worked. What this thread is going to be is a place for the players to report if they have the problem or not. If we get enough people complaining then it will hopefully get the attention of the developers. Hopefully when they do notice, they will contact AMD and sort this situation out but there is a slim chance that will happen. This specific thread has been in the top 10 technical support threads constantly for the past couple of weeks now and hopefully that will be enough to get there attention. "Crossing Fingers".

MESSAGE TO DEVELOPERS: THIS PROBLEM IS NOT FIXED, JUST LOOKING AT THE COMMENTS AND THE VIEWS MORE THEN A COUPLE USERS HAVE THIS PROBLEM. HOPEFULLY IT WILL BE FIXED BEFORE STORMBLOOD.

I'm here for news, so as you had crash dx11 and even some dx9 with a r9 280 I had tried everything (driver adjustment change windows etc) I just passed on a 1060 gigabyte and voila ... no worries for 3 days

Quote:

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Originally Posted by BellClannel

At first this thread was to ask for solutions, but it was also to confirm what I thought. It is 100% AMD and/or the developers side. I've tried nearly every solution and none have worked. What this thread is going to be is a place for the players to report if they have the problem or not. If we get enough people complaining then it will hopefully get the attention of the developers. Hopefully when they do notice, they will contact AMD and sort this situation out but there is a slim chance that will happen. This specific thread has been in the top 10 technical support threads constantly for the past couple of weeks now and hopefully that will be enough to get there attention. "Crossing Fingers".

MESSAGE TO DEVELOPERS: THIS PROBLEM IS NOT FIXED, JUST LOOKING AT THE COMMENTS AND THE VIEWS MORE THEN A COUPLE USERS HAVE THIS PROBLEM. HOPEFULLY IT WILL BE FIXED BEFORE STORMBLOOD.

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I am using an Nvidia GTX780 and the same exact thing is happening to me. I think the issue lies in the recent Windows updates.

velhart not for me because i have this bug before windows 10. i just switch to an r9 280 to an 1060 gtx without doing nothing else and its work very well, and at start i bought my r9 280 from a friend who complained it make bug ff14,
Thinking I could fix the problem I bought him lol so if its bug on his pc, and my pc, I think we can say that it comes from amd (My friend was on windows 7)

Quote:

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Originally Posted by Shiroraikiri

velhart not for me because i have this bug before windows 10. i just switch to an r9 280 to an 1060 gtx without doing nothing else and its work very well, and at start i bought my r9 280 from a friend who complained it make bug ff14,
Thinking I could fix the problem I bought him lol so if its bug on his pc, and my pc, I think we can say that it comes from amd (My friend was on windows 7)

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Then how do I have this same exact issue the same exact time everyone else has after the creator update?

Ive been playing 2.0 since launch in 2013 and have been playing perfectly fine since then. 9 Months ago I decided to upgrade my rig extensively and I'm running Titan XP sli now with a 100hz 3440x1440p monitor for that amount of time with 0 issues. Well that all changed yesterday when I updated my windows 10 and my graphics card. Ive been getting this fatal error repeatedly after 5-30 minutes of gameplay. I literally can not play this game like this anymore so not that people care (SE seems to not give any F's) but Ill have to sit this upcoming expansion out for the time being. It sucks bad because I bought my retainers for the next 6 months which I will call SE customer support to see if I can revert it. I should not be forced to revert back to old drivers or old updates of windows to play this game, its ridiculous. My other games have 0 issues and I know that something is happening with the ffxiv code and the directx drivers on my gpu. I've tried everything listed here in this forum but going back to old updates and I wont do that. So looks like I wont be playing stormblood, not that anyone cares of course. and no u cant have my stuff.

because like explained earlier this problem CAN be because of creator but this bug is for amd card from a long time. in creator you can disable game mode etc for avoid the crash

So I have been having this problem pop up for a few weeks now. I upgraded from 2x stock speed Crossfire R9 270x's to a single GTX 1080 (EVGA FTW edition). I tried everything from reinstalling windows and the game, doing completely fresh driver installs, memtest and different power supplies to no avail. I was at my wits end last night until I saw a few people had mentioned how dx11 on this game hates overclocks, even factory OC's. So I dropped the core clock on my gpu back down to the stock speeds and have yet to crash.

Quote:

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Originally Posted by Shiroraikiri

because like explained earlier this problem CAN be because of creator but this bug is for amd card from a long time. in creator you can disable game mode etc for avoid the crash

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Game mode is disabled.

This issue clearly runs deeper than current AMD drivers being the cause. There are several reports in this thread from individuals using Nvidia cards experiencing the exact same error.

As some have said. This is not just an AMD issue as I have a 1080. I am a returning player and 6-8 months ago I did not have any issues. I recently re subbed to get ready for Stormblood and have been having issues. Refer to my post "All kinds of Crashes". I have tried almost everything that I can think of. I also do not seem to have troubles in other games. This almost has to be a software/driver issue and no changing to Dx 9 does not fix the issue.

Quote:

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Originally Posted by Antivia

This issue clearly runs deeper than current AMD drivers being the cause. There are several reports in this thread from individuals using Nvidia cards experiencing the exact same error.

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Were aware that Nvidia people are getting this problem. It is likely that it was probably a recent driver that Nividia put out. Also it could be that those users Windows are messed up. We are not saying it's just AMD users, we see the Nvidia users but there isn't a real pattern to Nvidia graphics cards. (Meaning a lot of different Nvidia graphic cards). AMD users in this thread have the same graphics card and have all had this problem for several months before the creator update. IMO Nividia users should play around with settings, disable overlays and disable the game setting in the new creators update as it is probably the cause for the error.

Hey Guys,

I'm having the same issue "Fatal DirectX Error 11000002" for Weeks now.
Unfortunately I don't have a solution to offer,
but I'm writing to support this Thread,... maybe... someone of Importance is reading this.

I tried a few things mentioned in this and other Threads.


I've had the error with the following setup:

Graphic: (msi) AMD Radeon R9 380
CPU: Intel Core i5 760 2.8 GHz
MB: ASRock P55 Extreme
Ram: 12 GB Kingston HyperX Ram

Windows 10 Pro 64-Bit Version 10.0.15063 (now Creator, but also with Pre-Creator Update)
Latest Radeon Software 17.6.1 and a few older ones

_______________________________
- I did a clean Windows installation to solve the Problem (didn't help...)
- I did not change any Hardware lately
- I'm not having any problems with other Games
_______________________________

Hopefully this Error is fixed with the Stormblood release (fingers crossed)



btw: If someone of Importance is reading this:
It would be nice to get some response from Square-Enix or an community manager in an support forum.
I'm used to better support from other official forums, like in Guild Wars 2 or World of Warcraft.

English is not my native language, so please excuse any misspellings and grammatical errors.

Thank you and have a nice day ;)