DX9/11 error when entering quest progression cutscene.

Date & Time: April 13, 11:45 am PDT and various times over past two days
Frequency: every time I try
World name: Mateus
Character name: Vachirsrung Kha
NPC name: Sanson
Class/Level: BRD 60
Party or solo: solo
In-game time: 10:02 pm last attempt
Area and coordinates: Sea of Clouds (X: 18.9 Y: 5.4 Z: 2.6)
Steps:
1. I click on Sanson to do the BRD 60 quest, "The Ballad of Oblivion."
2. The screen goes black in preparation for cutscene, with the loading spiral in the corner.
3. Nothing more happens, even after several minutes of waiting. I have to click the X in the upper right corner to exit the game and try again.

The same thing occurs with both DX9 and DX11, windowed and fullscreen. I cannot progress the quest. A similar thing happened with the BRD job quest "On the Road Again" when I attempted to speak with Sanson in the East Shroud by Amarissaix's Spire: the client crashed with a window full of DX11 errors. I was able to bypass it by switching to DX9. It doesn't work this time, and I've also received the DX11 and DX9 errors windows on previous attempts to progress this quest. There are no overlays running and my graphics drivers and system patches are up to date. These errors have occurred only with this quest line. This is really frustrating. :( I just want to finish leveling BRD and really don't want to have to buy a job skip for a character that's already 60 just to bypass this.

Edit: Tried again after leveling roulette and received this crash error:
https://i.imgur.com/Rduw33r.png

Edit 2: Tested a theory and tried again after trials roulette using DX9 and yep, received a new crash error:
https://i.imgur.com/X724fqb.png


Connection Specs
- Type of internet connection/provider:
- Modem maker/model number: Hitron CGNM-2250

PC Specs
-=-=-=-=- System Information -=-=-=-=-

SYSTEM_OS Windows 7 Home Premium 64-bit (6.1, Build 7601) Service Pack 1 (7601.win7sp1_ldr.170427-1518)
SYSTEM_CPU Intel(R) Core(TM) i5-2500K CPU @ 3.30GHz (4 CPUs), ~3.3GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 4 SYSTEM_CORE_PHYSICS 4
SYSTEM_BIOS BIOS Date: 05/07/12 11:25:28 Ver: 34.02
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 16384.000MB
SYSTEM_VIRTUAL_MEMORY 8388607.875MB
SYSTEM_PAGE_FILE 32766.184MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 931.413GB SYSTEM_FREEDISC_SPACE 225.306GB
SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 465.759GB SYSTEM_FREEDISC_SPACE 319.093GB
SYSTEM_DIRECTX_VERSION DirectX 11
SYSTEM_GRAPHICS NVIDIA GeForce GTX 750 Ti
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP GeForce GTX 750 Ti
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 1984.000 MB
SYSTEM_GRAPHICS_SHARED_VRAM 7936.000 MB
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE 1680 x 1050 (32 bit) (60Hz)
SYSTEM_GRAPHICS_DRIVER nvd3dumx.dll,nvwgf2umx.dll,nvwgf2umx.dll,nvd3dum,nvwgf2um,nvwgf2um
SYSTEM_GRAPHICS_DRIVER_VERSION 23.21.0013.9135
SYSTEM_GRAPHICS_DRIVER_DATE 2018-03-25 10:12:06
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_SOUND Speakers (3- High Definition Audio Device)
SYSTEM_SOUND_DEVICE_ID {02A50F13-2F56-4940-B3B1-7603D737D7DD}
SYSTEM_SOUND_DEVICE_NAME HdAudio.sys
SYSTEM_SOUND_DRIVER_VERSION 6.01.7601.17514
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 2010-11-20 4:44:23
SYSTEM_SOUND Headset (Skullcandy Slayer)
SYSTEM_SOUND_DEVICE_ID {CA95BF09-704D-4D1F-8C4D-4E5142387E72}
SYSTEM_SOUND_DEVICE_NAME USBAUDIO.sys
SYSTEM_SOUND_DRIVER_VERSION 6.01.7601.18208
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 2013-07-12 4:40:58
SYSTEM_INPUT {6F1D2B60-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 3 SYSTEM_GAMEPAD_BUTTON 7 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 {219B0B60-CE8B-11E0-8001444553540000}
SYSTEM_INPUT_NAME PTZ-430
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 2 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {9292E8E0-3840-11E2-8001444553540000}
SYSTEM_INPUT_NAME Razer Anansi
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {92933700-3840-11E2-8002444553540000}
SYSTEM_INPUT_NAME Razer Anansi
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 573 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {77A38C10-8D94-11E3-8001444553540000}
SYSTEM_INPUT_NAME Skullcandy Slayer
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 2 SYSTEM_GAMEPAD_BUTTON 5 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {725670D0-CE09-11E0-8006444553540000}
SYSTEM_INPUT_NAME Wacom Virtual Hid Driver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 8 SYSTEM_GAMEPAD_BUTTON 5 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {7256E600-CE09-11E0-8008444553540000}
SYSTEM_INPUT_NAME Wacom Virtual Hid Driver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 8 SYSTEM_GAMEPAD_BUTTON 5 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {72575B30-CE09-11E0-800B444553540000}
SYSTEM_INPUT_NAME Wacom Virtual Hid Driver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0

-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-

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

I see you've already tried a few things that we would normally suggest. However, it doesn't look like you've tried a selective start up. Click Start, type msconfig.exe in the Start Search box, and then press Enter to start the System Configuration utility. On the General tab, click the Selective startup option, and then click to clear the Load startup items check box. On the Services tab, click to select the Hide all Microsoft services check box, and then click Disable all.

Also make sure that any anti-virus that you have has the proper exceptions for Final Fantasy XIV. If either of the two update, it might cause interference and issues like this one.

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

Selective startup didn't work. :( Went straight from computer boot to game to NPC, and tried both DX11 and 9. Black screen both times.

Edit: Disabled a service that had snuck on in the background and tried again. Received this DX11 error.
https://i.imgur.com/bHGFICX.png

DX9 gave me another black screen.

Hello Kalkha, Thank you for posting on the Final Fantasy XIV Technical Support Forums

Based on the information provided, we have come to the conclusion that a complete reinstall of the game may be necessary. Please uninstall Final Fantasy XIV from your computer. Make sure to delete any remaining FFXIV files from your computer, including any potential files in your ‘Documents’ folder. Then reinstall the game from scratch. If you need a digital version of this, it can be found here: http://www.finalfantasyxiv.com/playersdownload/na/. Any updates or expansions will be downloaded to your computer once logged into the appropriate account.

Hope to be of assistance.

Hello everyone,

Due to no response from the original poster, this thread will be moved to 'Closed Concerns.' If anyone is still having this particular problem, please create a new thread and we will assist you in any way we can.

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