Character not popping up on log-in screen

So this is a really weird situation.

My boyfriend and I have been playing the game for near two years now and we used to be on PS3s, then went to PS4s through the transfer service over a year ago. Recently, my boyfriend's PS4 broke, just shut off and wouldn't turn on - apparently it just died. So, he was able to get a new PS4, redownloaded FFXIV all over again and logged in (it never requested a registration code or anything, as we've already bought our games and their registration codes, etc.) Anyways, so when he gets to the main page, where it says 'Start', 'Datacenter', etc. (the part you click right before you click your character), it says he has no character, that he needs to choose his datacenter. So he did, which is Aether then server, Jenova but then the very beginning cutscene starts and no character choosing screen ever comes up, like he has to make a new one all over again. He still has his character, on his MogStation account, it's right there just sitting there, he has his subscription active and his service account active but for some reason, the game won't let him access his character as if it doesn't exist. What is the problem? And why is is this happening?

(I hope this is the right area to place this)

EDIT: After fiddling with it more, it appears the game was having some odd latency issue where it wouldn't load in his character - Problem solved.