Game Crashing after selecting Character

I'm posting this on behalf of a friend. I talked him into trying the game out a few weeks ago. Hes not very technical when it comes to issue with things not running right. So I am trying to figure out what I can to help him. Ever since the 3.4 patch came out, the game has been crashing for him. Once he selects his character the game will then proceed to load and then just close out without any error back to the desktop. I helped him using a tool do a GPU driver uninstall and cleaning. He then updated to the most current drivers. That didn't work so I had him uninstall the game and reinstall from scratch. I had to give him my disks originally cause when he would try to install via digital download, that would fail every time. I would like to note that he does not have Heavensward purchased. I did have him install the content from the disk anyways, figure it would be less to download. He is running win10, 16gig ram, and a 7800 series amd gpu.

I know there was a thread in the solved section that had this same issue. But he claims to have updated a game via steam and that somehow fixed his issue. My friend doesn't use steam so that is not a for him. If there is any info i need to get from him, please let me know.