Game crashes my computer when watching certain Shadowbringers cutscenes.

When watching the cutscenes for "Extinguishing the Last Light" #7 and "Shadowbringers" #5. The game will crash my computer causing black screen and needing a restart for it to work again. I did a driver update and it seem to fix the issue but now it's happening again when ever I try to watch the cutscene. The game runs fine, but when ever those cutscenes play it continues to crash the computer, and I don't have the slightest idea on how to fix it.




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

MyDocument C:\Users\Levin\Documents
FINAL FANTASY XIV - A Realm Reborn C:\Program Files (x86)\SquareEnix
FINAL FANTASY XIV - A Realm Reborn Language 1 Region 2
ProxyEnable 0
ProxyServer unspecified
ProxyOverride unspecified


-=-=-=-=-=-=- System Information -=-=-=-=-=-=-

SYSTEM_OS Windows 10 Home 64-bit (6.2, Build 9200) (18362.19h1_release.190318-1202)
SYSTEM_CPU Intel(R) Core(TM) i5-7400 CPU @ 3.00GHz (4 CPUs), ~3.0GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 4 SYSTEM_CORE_PHYSICS 4
SYSTEM_BIOS 1.40
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 8160.195MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 11744.195MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 930.909GB SYSTEM_FREEDISC_SPACE 806.440GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS Radeon RX 580 Series
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP AMD Radeon Graphics Processor (0x67DF)
SYSTEM_GRAPHICS_MAKER Advanced Micro Devices, Inc.
SYSTEM_GRAPHICS_VRAM 4041.523 MB
SYSTEM_GRAPHICS_SHARED_VRAM 4080.098 MB
SYSTEM_GRAPHICS_DAC Internal DAC(400MHz)
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (59Hz)
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\c0324065.inf_amd64_81adb2fe7e7c6a58\aticfx64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\c0324065.inf_amd64_81adb2fe7e7c6a58\aticfx64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\c0324065.inf_amd64_81adb2fe7e7c6a58\aticfx64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\c0324065.inf_amd64_81adb2fe7e7c6a58\amdxc64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 23.20.15017.4003
SYSTEM_GRAPHICS_DRIVER_DATE 2/5/2018 20:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_SOUND Speakers (Realtek High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {16FF2A8F-7413-4799-A8FE-B81B0CE180A6}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.0001.8199
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 6/27/2017 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 {26046760-679D-11E9-8001444553540000}
SYSTEM_INPUT_NAME Wireless Controller
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 6 SYSTEM_GAMEPAD_BUTTON 14 SYSTEM_GAMEPAD_FOV 1
SYSTEM_INPUT {A6826B50-27E1-11E8-8001444553540000}
SYSTEM_INPUT_NAME Razer Naga Chroma
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 573 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {A682B970-27E1-11E8-8002444553540000}
SYSTEM_INPUT_NAME Razer Naga Chroma
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {A682B970-27E1-11E8-8003444553540000}
SYSTEM_INPUT_NAME Razer Naga Chroma
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {918FDFE0-2712-11E8-8003444553540000}
SYSTEM_INPUT_NAME USB Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {919006F0-2712-11E8-8004444553540000}
SYSTEM_INPUT_NAME USB Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 24 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {A682E080-27E1-11E8-8004444553540000}
SYSTEM_INPUT_NAME Razer Naga Chroma
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0


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

FFXIVLauncher
Game crashes after specific cutscene - Google Chrome
Microsoft Text Input Application
Activity - Discord
Settings
Settings
Microsoft Store
Microsoft Store


-=-=-=-=-=-=- Install Information -=-=-=-=-=-=-

Adobe AIR
Advanced Combat Tracker (remove only)
FF Logs Uploader
Google Chrome
League of Legends
Steam
TeamViewer 14
WinRAR 5.70 (32-bit)
Adobe AIR
Intel(R) Chipset Device Software
Java 8 Update 191
FINAL FANTASY XIV - A Realm Reborn
Microsoft Visual C++ 2012 Redistributable (x86) - 11.0.61030
Java Auto Updater
Google Update Helper
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.6161
Microsoft Visual C++ 2012 x86 Additional Runtime - 11.0.61030
Microsoft VC++ redistributables repacked.
Microsoft Visual C++ 2012 x86 Minimum Runtime - 11.0.61030
Microsoft Visual C++ 2017 Redistributable (x86) - 14.10.25008
Microsoft Visual C++ 2017 x86 Minimum Runtime - 14.10.25008
Microsoft Visual C++ 2012 Redistributable (x64) - 11.0.61030
Microsoft Visual C++ 2017 x86 Additional Runtime - 14.10.25008
AMD Settings
Realtek High Definition Audio Driver
Microsoft Visual C++ 2017 Redistributable (x64) - 14.10.25008
FF Logs Uploader
AMD Software
VA-11 Hall-A: Cyberpunk Bartender Action
Bloodstained: Ritual of the Night
Vulkan Run Time Libraries 1.0.65.0
Intel(R) Management Engine Components
AMD Settings
Intel(R) Management Engine Components
Microsoft Visual C++ 2012 x64 Additional Runtime - 11.0.61030
Microsoft Visual C++ 2008 Redistributable - x64 9.0.30729.6161
AMD Settings - Branding
Microsoft Visual C++ 2017 x64 Minimum Runtime - 14.10.25008
Intel(R) Chipset Device Software
Intel(R) Management Engine Components
Microsoft VC++ redistributables repacked.
Microsoft Visual C++ 2017 x64 Additional Runtime - 14.10.25008
Microsoft Visual C++ 2012 x64 Minimum Runtime - 11.0.61030
AMD Problem Report Wizard
Intel(R) ME UninstallLegacy
Update for Windows 10 for x64-based Systems (KB4023057)
Intel(R) Trusted Connect Service Client


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

C:\Program Files (x86)\Common Files\Java\Java Update\jucheck.exe 000023E4
C:\Program Files (x86)\Common Files\Java\Java Update\jusched.exe 00001D48
C:\Program Files (x86)\Google\Chrome\Application\chrome.exe 000022EC
C:\Program Files (x86)\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivlauncher.exe 000024DC
C:\Program Files (x86)\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivsysinfo64.exe 0000086C
C:\Program Files\AMD\CNext\CNext\RadeonSettings.exe 00000F40
C:\Program Files\Realtek\Audio\HDA\RtkNGUI64.exe 00001C30
C:\Program Files\WindowsApps\Microsoft.WindowsStore_11905.1001.4.0_x64__8wekyb3d8bbwe\WinStore.App.exe 00002364
C:\Program Files\WindowsApps\Microsoft.YourPhone_1.19061.410.0_x64__8wekyb3d8bbwe\YourPhone.exe 00001BB0
C:\Users\Levin\AppData\Local\Discord\app-0.0.305\Discord.exe 00001F6C
C:\Users\Levin\AppData\Local\Microsoft\OneDrive\OneDrive.exe 00001C64
C:\WINDOWS\Explorer.EXE 000015D0
C:\WINDOWS\system32\ApplicationFrameHost.exe 0000058C
C:\WINDOWS\system32\DllHost.exe 00001D00
C:\WINDOWS\system32\backgroundTaskHost.exe 00000590
C:\WINDOWS\system32\sihost.exe 0000130C
C:\WINDOWS\system32\svchost.exe 00001EF8
C:\WINDOWS\system32\taskhostw.exe 00001090
C:\Windows\ImmersiveControlPanel\SystemSettings.exe 00002768
C:\Windows\System32\RuntimeBroker.exe 000014C0
C:\Windows\System32\SecurityHealthSystray.exe 000011E4
C:\Windows\System32\Speech_OneCore\Common\SpeechRuntime.exe 000019BC
C:\Windows\System32\smartscreen.exe 00000678
C:\Windows\SystemApps\InputApp_cw5n1h2txyewy\WindowsInternal.ComposableShell.Experiences.TextInput.InputApp.exe 00001F28
C:\Windows\SystemApps\Microsoft.Windows.Cortana_cw5n1h2txyewy\SearchUI.exe 0000080C
C:\Windows\SystemApps\Microsoft.Windows.StartMenuExperienceHost_cw5n1h2txyewy\StartMenuExperienceHost.exe 0000128C
C:\Windows\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe 00000D0C

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

How long have you been experiencing this issue? Were any updates or changes made to the PC? You mentioned you updated drivers but the system report shows that they were updated back in 2018. Please update them as a new update is available.

Could you also doing a cleanboot? Open the task manager and select the 'Start up' Tab. Disable everything here and restart the PC.


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

Thank you for replying, this issue has been happening since the expansion came out and when I reached these scenes in game. I did do a update for my PC and while it did fix the issue at first it's back to crashing my PC again, while I tried to do another update it said I'm already up to date. Cleanboot doesn't seem to work as for which on I may download these updates or go to that would be helpful as well. This problem also seems to happen when using the "Shadowbringers Benchmark" where after a couple mins or two of running the benchmark will also crashed the computer, I really don't want to resort of my last option and unistalling and reinstalling and losing all my hot bars and HUD setup.

Thank you for the reply Levinhelp.

According to your system report, the drivers for your graphics card a bit out of date. You may want to update those to the most recent version. If possible, do a clean install when you update them.

Your hot bars and UI settings are in the locally-saved data folder (My Documents > My Games > Final Fantasy XIV). Make a back up of this when you reinstall and you shouldn't have to redo them.

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