No in-game sound - black screen on exit

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Date & Time: 18-03-2019 | 19:46
Frequency: Constant
World name: Odin
Character name: Xiu Ye
Class/Level: PLD 70
Platform: PC
Connection: Wired
Other applications opened: Discord, Google Chrome


Steps:
1. Launch and login FFXIV
2. Pressed play and waited for the game menu
3. No game sound is coming out of my headset
4. Exiting game with via the menu
5. The client turns into a black screen which forces me to close the game via task manager


■ PC Specs

To obtain the system information, open the FFXIV launcher and select Config → System Information → Display.

-=-=-=-=- System Information -=-=-=-=-
SYSTEM_OS Windows 10 Pro 64-bit (6.2, Build 9200) (17763.rs5_release.180914-1434)
SYSTEM_CPU Intel(R) Core(TM) i5-7500 CPU @ 3.40GHz (4 CPUs), ~3.4GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 4 SYSTEM_CORE_PHYSICS 4
SYSTEM_BIOS BIOS Date: 11/07/17 21:23:37 Ver: 05.0000C
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 8150.703MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 16301.406MB
SYSTEM_STORAGE B:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 465.760GB SYSTEM_FREEDISC_SPACE 77.044GB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 110.839GB SYSTEM_FREEDISC_SPACE 8.081GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS NVIDIA GeForce GTX 1060 3GB
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP GeForce GTX 1060 3GB
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 2988.000 MB
SYSTEM_GRAPHICS_SHARED_VRAM 4075.352 MB
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (60Hz)
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7a8e74171e1b8492\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7a8e74171e1b8492\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7a8e74171e1b8492\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7a8e74171e1b8492\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 25.21.0014.1935
SYSTEM_GRAPHICS_DRIVER_DATE 3/1/2019 01:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_GRAPHICS NVIDIA GeForce GTX 1060 3GB
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY2
SYSTEM_GRAPHICS_CHIP GeForce GTX 1060 3GB
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 2988.000 MB
SYSTEM_GRAPHICS_SHARED_VRAM 4075.352 MB
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE 1600 x 900 (32 bit) (60Hz)
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7a8e74171e1b8492\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7a8e74171e1b8492\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7a8e74171e1b8492\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7a8e74171e1b8492\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 25.21.0014.1935
SYSTEM_GRAPHICS_DRIVER_DATE 3/1/2019 01:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_SOUND CABLE Input (VB-Audio Virtual Cable)
SYSTEM_SOUND_DEVICE_ID {461F890F-9F00-47FB-9987-A39739515EDB}
SYSTEM_SOUND_DEVICE_NAME vbaudio_cable64_win7.sys
SYSTEM_SOUND_DRIVER_VERSION 6.01.7600.16385
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 9/2/2014 00:00:00
SYSTEM_SOUND Headset Earphone (HyperX Virtual Surround Sound)
SYSTEM_SOUND_DEVICE_ID {EE3FE120-FD73-45AF-B520-8FDE851AD29C}
SYSTEM_SOUND_DEVICE_NAME USBAUDIO.sys
SYSTEM_SOUND_DRIVER_VERSION 6.02.17763.0001
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 9/14/2018 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 {0A1172A0-4CB4-11E8-8003444553540000}
SYSTEM_INPUT_NAME Razer Ornata Chroma
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {B3857780-EF54-11E8-8001444553540000}
SYSTEM_INPUT_NAME HyperX Virtual Surround Sound
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 2 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {B3859E90-EF54-11E8-8002444553540000}
SYSTEM_INPUT_NAME HyperX Virtual Surround Sound
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {8B9669A0-4CA7-11E8-8001444553540000}
SYSTEM_INPUT_NAME PC Control Pad
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 5 SYSTEM_GAMEPAD_BUTTON 12 SYSTEM_GAMEPAD_FOV 1
SYSTEM_INPUT {0A11C0C0-4CB4-11E8-8004444553540000}
SYSTEM_INPUT_NAME Razer Ornata Chroma
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 573 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0A0C4280-4CB4-11E8-8001444553540000}
SYSTEM_INPUT_NAME Razer Naga Hex
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 573 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0A11E7D0-4CB4-11E8-8005444553540000}
SYSTEM_INPUT_NAME Razer Ornata Chroma
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0A1172A0-4CB4-11E8-8002444553540000}
SYSTEM_INPUT_NAME Razer Naga Hex
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0A11E7D0-4CB4-11E8-8006444553540000}
SYSTEM_INPUT_NAME Razer Ornata Chroma
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0

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


Laptop Model Name:
Laptop Model Number:

Gamepad Manufacturer:
Gamepad Model Name:
Gamepad Part Number:

Browser Information
- Name and version of the browser currently in-use: Chrome v72.0.3626.121
- Internet Explorer Version: 11.379.17763.0

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There is no audio when I'm in-game. Everything else seems fine. Logging in and launching the game all goes without any problem. Also, when I close the game via the menu, my client turns into a black screen so I have to close the game through task manager. I can hear other audio on my pc without any problem.

I also contacted the chat support and they said that I should contact my manufacturer about it. Which I did. However, the manufacturer told me that it's a game only issue since I can hear everything else just fine.


Actions already are undertaken:

• Checking in-game settings
• Restarting game
• Restarting PC
• Reinstalling audio drivers
• Turning on Windowed mode
• Checking for Windows updates
• Reinstalling the game*
• Using a virtual cable
• Changing headphones

* = I reinstalled the game yesterday and the audio problem got fixed. However, when I launched the game today, the audio problem came back.

Headset = HyperX Cloud II

Edit: I turned on "Visual alerts" to see if there was any audio playing from the game. As you can guess, there was no audio bars on the sides (i turned the size to 100)

Call closed by caller. For resolution notes, please click here.