Controller Randomly Unresponsive

Recently (within the last couple of weeks) my controller has started to randomly become unresponsive. Basically, the game will fail to detect a button click or the character/camera will keep going in the direction the joystick was when the disconnect started. This lasts a few seconds before connecting again. The controller never loses power (the lights never turn off).

I do not play on Steam, I play directly through the FF XIV Launcher from SquareEnix.

I have tried to reconfigure the controller in game to no effect. I also tried two different controllers (an Xbox One controller and my primary controller an AfterGlow Prismatic Wired Controller for Xbox One model 048-007). Finally I checked my graphics settings (I read somewhere that was a possible fix) but my settings are all set low already.

The controller was purchased about four months ago, this issue only started a few weeks back (about when Heaven on High was released).

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

You mentioned this happened a few weeks ago, did anything change/update on your PC around that time?

Is the controller you use wired or wireless? If wired, have you tried using another USB port?

How often does it occur? Every few minutes or is it less frequent than that?

You never completely lose control of the controller, correct? It will always return to normal after a few moments?

Can you submit a Final Fantasy XIV system report? Simply go to the 'Config' option on the Final Fantasy XIV launcher and to the right of 'System Information' click on 'Display.'

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

You mentioned this happened a few weeks ago, did anything change/update on your PC around that time?
- I did have a Windows Update late June, and when I looked at my driver list it said the Microsoft Device Association Root Enumerator did not update properly. I did the driver update yesterday and tested the controller, it seemed to work ok but I couldn't test it for long. I was expecting to log on later today to test one more time before saying if that fixed the issue.

Is the controller you use wired or wireless? If wired, have you tried using another USB port?
- I'm using a wired controller, I tried two different ports with the same result.

How often does it occur? Every few minutes or is it less frequent than that?
- It occurs almost at random, at the best times ones every few (maybe 5) minutes, other times maybe every 30-45 seconds. The effect lasts around 3-7 seconds.

You never completely lose control of the controller, correct? It will always return to normal after a few moments?
- That is correct, it does eventually return to normal.

Hello Thank you for your response.

Can you submit a Final Fantasy XIV system report? Simply go to the 'Config' option on the Final Fantasy XIV launcher and to the right of 'System Information' click on 'Display.'

Hopefully we can assist more from there.

Hope to be of assistance. Thank you for playing Final Fantasy XIV! Hope to see you online.

-=-=-=-=-=-=- FFXIV Information -=-=-=-=-=-=-

MyDocument C:\Users\denis\Documents
FINAL FANTASY XIV - A Realm Reborn C:\Program Files (x86)\SquareEnix
FINAL FANTASY XIV - A Realm Reborn Language 1 Region 2
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-=-=-=-=-=-=- System Information -=-=-=-=-=-=-

SYSTEM_OS Windows 10 Pro 64-bit (6.2, Build 9200) (17134.rs4_release.180410-1804)
SYSTEM_CPU Intel(R) Core(TM) i5-3317U CPU @ 1.70GHz (4 CPUs), ~1.7GHz
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SYSTEM_LANGUAGE English (Regional Setting: English)
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SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 5961.723MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 464.425GB SYSTEM_FREEDISC_SPACE 142.973GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS Intel(R) HD Graphics 4000
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
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SYSTEM_GRAPHICS_MAKER Intel Corporation
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SYSTEM_GRAPHICS_DAC Internal
SYSTEM_GRAPHICS_DISPLAY_MODE 1360 x 768 (32 bit) (60Hz)
SYSTEM_GRAPHICS_DRIVER igdumdim64.dll,igd10iumd64.dll,igd10iumd64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 10.18.0010.4358
SYSTEM_GRAPHICS_DRIVER_DATE 12/20/2015 20:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_SOUND Speaker/HP (Realtek High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {9D709B13-01FF-4652-8781-9F1810BEC36B}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.0001.7572
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 7/29/2015 00:00:00
SYSTEM_INPUT {6F1D2B60-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 3 SYSTEM_GAMEPAD_BUTTON 5 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 {8D24CC90-A1E5-11E5-8002444553540000}
SYSTEM_INPUT_NAME GPIO Button Driver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 2 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {8D24CC90-A1E5-11E5-8003444553540000}
SYSTEM_INPUT_NAME GPIO Button Driver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 2 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {8D34F930-A1E5-11E5-8005444553540000}
SYSTEM_INPUT_NAME Atmel maXTouch Control
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {FE867060-AE7C-11E6-8002444553540000}
SYSTEM_INPUT_NAME Controller (Xbox One For Windows)
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 5 SYSTEM_GAMEPAD_BUTTON 10 SYSTEM_GAMEPAD_FOV 1
SYSTEM_INPUT {8D34F930-A1E5-11E5-8007444553540000}
SYSTEM_INPUT_NAME STM32 eMotion2
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0


-=-=-=-=-=-=- Application Information -=-=-=-=-=-=-

FFXIVLauncher
Microsoft Edge
Controller Randomly Unresponsive and 1 more page ‎- Microsoft Edge
Microsoft Edge
Microsoft Edge
Microsoft Edge
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Microsoft Edge
Microsoft Edge
Microsoft Edge
Microsoft Edge
Microsoft Edge
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Adobe Flash Player 30 NPAPI
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Steam
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Alan Wake
Fable - The Lost Chapters
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Brother MFL-Pro Suite MFC-J4510DW
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paint.net


-=-=-=-=-=-=- Proccess Information -=-=-=-=-=-=-

C:\Program Files (x86)\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivlauncher.exe 000038A4
C:\Program Files (x86)\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivsysinfo64.exe 00002B70
C:\Program Files\Lenovo\iMController\PluginHost\Lenovo.Modern.ImController.PluginHost.SettingsApp.exe 00001650
C:\Program Files\Realtek\Audio\HDA\RAVBg64.exe 00002C80
C:\Program Files\Realtek\Audio\HDA\RAVCpl64.exe 0000292C
C:\Program Files\Synaptics\SynTP\SynLenovoHelper.exe 000015A4
C:\Program Files\Synaptics\SynTP\SynTPEnh.exe 00001D44
C:\Program Files\Synaptics\SynTP\SynTPLpr.exe 00001B40
C:\Program Files\Windows Defender\MSASCuiL.exe 00003548
C:\Program Files\WindowsApps\Facebook.Facebook_140.1268.45465.0_x86__8xx8rvfyw5nnt\WinUAPEntry.exe 00002F18
C:\Program Files\WindowsApps\Microsoft.SkypeApp_12.1815.210.0_x64__kzf8qxf38zg5c\SkypeHost.exe 00002AA0
C:\Program Files\WindowsApps\Microsoft.Windows.Photos_2018.18041.15530.0_x64__8wekyb3d8bbwe\Microsoft.Photos.exe 000000EC
C:\Program Files\WindowsApps\Microsoft.WindowsStore_11806.1001.21.0_x64__8wekyb3d8bbwe\WinStore.App.exe 000028B0
C:\Program Files\WindowsApps\SpotifyAB.SpotifyMusic_1.85.257.0_x86__zpdnekdrzrea0\SpotifyWebHelper.exe 000036A8
C:\Program Files\WindowsApps\microsoft.windowscommunicationsapps_16005.10228.20127.0_x64__8wekyb3d8bbwe\HxOutlook.exe 00003730
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C:\WINDOWS\Explorer.EXE 00001C2C
C:\WINDOWS\SysWOW64\rundll32.exe 000009B8
C:\WINDOWS\System32\LPlatSvc.exe 0000086C
C:\WINDOWS\System32\TpShocks.exe 00001F6C
C:\WINDOWS\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe 00001FAC
C:\WINDOWS\system32\ApplicationFrameHost.exe 00002850
C:\WINDOWS\system32\DllHost.exe 00002B20
C:\WINDOWS\system32\SearchProtocolHost.exe 00003FB0
C:\WINDOWS\system32\SettingSyncHost.exe 0000269C
C:\WINDOWS\system32\backgroundTaskHost.exe 0000131C
C:\WINDOWS\system32\browser_broker.exe 00002988
C:\WINDOWS\system32\igfxEM.exe 00001FD0
C:\WINDOWS\system32\igfxHK.exe 00002028
C:\WINDOWS\system32\rundll32.exe 00002C84
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C:\Windows\System32\smartscreen.exe 000032AC
C:\Windows\SystemApps\Microsoft.LockApp_cw5n1h2txyewy\LockApp.exe 00003010
C:\Windows\SystemApps\Microsoft.MicrosoftEdge_8wekyb3d8bbwe\MicrosoftEdge.exe 000028E8
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C:\Windows\SystemApps\Microsoft.Windows.Cortana_cw5n1h2txyewy\PlacesServer.exe 000004AC
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c:\windows\system32\sihost.exe 00001DD0
c:\windows\system32\svchost.exe 00002E98
c:\windows\system32\taskhostw.exe 00001EE4

After updating the enumerator driver it seems like my controller isn't phasing out anymore, at least so far. I've tried a trial, a raid and regular running around and it seems to be working. I suppose you can close this case for now and I'll reopen it or start a new one if it starts up again.

Thank you for all of your help!

Thank you for the update TahecaFemcuh.

It seems you were able to find a solution to your issue.

This thread will be moved to the 'Closed Concerns' subforum as the thread creator has found a resolution to their issue.

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