Game crashing after recent purchase of full game.

So, I'm trying to help a friend who I invited to the game and is not as technically inclined so I'm posting about this on their behalf.

They have been playing on a trial account for a couple of months now, but yesterday I purchased the complete edition of the game for their birthday. We played together for about an hour or so after that with no issues, but today when they tried playing the game, after being on for a brief minute or so while we were talking through tells, they opened up an in-game menu (quest log I believe) and the game crashed and wouldn't let them get back on past the character select screen. I helped them update their graphics drivers which were a few versions behind the current Nvidia drivers just in case that was it and managed to fully log in with the settings reset on the launcher, and also a second time with the recommended settings from GeForce Experience. Thought it was fixed, but just a few minutes later they told me it crashed again. I will post below the error message and the system info from their launcher. My friend is currently trying a reinstall of the game to see if that fixes it, but in case it doesn't, I wanted to see if there was anything else we should try.

https://i.postimg.cc/Wb4b3zFq/FF14-Error.png



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

MyDocument D:\My Files\OneDrive\Documents
FINAL FANTASY XIV - A Realm Reborn D:\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) (17134.rs4_release.180410-1804)
SYSTEM_CPU AMD Ryzen 5 1500X Quad-Core Processor (8 CPUs), ~3.5GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 8 SYSTEM_CORE_PHYSICS 4
SYSTEM_BIOS BIOS Date: 01/15/18 14:38:50 Ver: 05.0000D
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 16316.844MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 20412.844MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 111.252GB SYSTEM_FREEDISC_SPACE 7.318GB
SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 931.511GB SYSTEM_FREEDISC_SPACE 863.427GB
SYSTEM_STORAGE F:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 1397.264GB SYSTEM_FREEDISC_SPACE 1260.934GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS NVIDIA GeForce GTX 760
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY6
SYSTEM_GRAPHICS_CHIP GeForce GTX 760
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 2007.125 MB
SYSTEM_GRAPHICS_SHARED_VRAM 8158.422 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_4b310b124a4f2d9f\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_4b310b124a4f2d9f\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_4b310b124a4f2d9f\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_4b310b124a4f2d9f\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 26.21.0014.3136
SYSTEM_GRAPHICS_DRIVER_DATE 7/2/2019 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 {ED4E86A5-058D-48F1-BC98-DE12455FF95B}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.0001.8308
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 11/21/2017 00:00:00
SYSTEM_SOUND Speakers (Yeti Stereo Microphone)
SYSTEM_SOUND_DEVICE_ID {D13E7EEB-4990-4ED5-9C76-1B264F0EA097}
SYSTEM_SOUND_DEVICE_NAME USBAUDIO.sys
SYSTEM_SOUND_DRIVER_VERSION 6.02.17134.0001
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 4/11/2018 00:00:00
SYSTEM_INPUT {6F1D2B60-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 3 SYSTEM_GAMEPAD_BUTTON 8 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 {8F3804F0-3226-11E9-8001444553540000}
SYSTEM_INPUT_NAME Blackweb Gaming Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 897 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {8F385310-3226-11E9-8002444553540000}
SYSTEM_INPUT_NAME Blackweb Gaming Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {132AA280-48C1-11E9-8001444553540000}
SYSTEM_INPUT_NAME Logitech RumblePad 2 USB
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 4 SYSTEM_GAMEPAD_BUTTON 12 SYSTEM_GAMEPAD_FOV 1
SYSTEM_INPUT {E187E3A0-45B0-11E8-8001444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 767 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {E18BB430-45B0-11E8-8002444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {E18D3AD0-45B0-11E8-8003444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {E18DD710-45B0-11E8-8004444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {E1926AF0-45B0-11E8-8009444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {E18DD710-45B0-11E8-8005444553540000}
SYSTEM_INPUT_NAME Corsair Gaming K55 RGB Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 4096 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {EF45F5E0-47D0-11E9-8001444553540000}
SYSTEM_INPUT_NAME ophone
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 1 SYSTEM_GAMEPAD_BUTTON 8 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0DE61F70-4660-11E8-8002444553540000}
SYSTEM_INPUT_NAME Corsair composite virtual input device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1024 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {E18FF9F0-45B0-11E8-8006444553540000}
SYSTEM_INPUT_NAME Corsair Gaming K55 RGB Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {EF46B930-47D0-11E9-8002444553540000}
SYSTEM_INPUT_NAME ophone
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {E190BD40-45B0-11E8-8007444553540000}
SYSTEM_INPUT_NAME Corsair Gaming K55 RGB Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {E1918090-45B0-11E8-8008444553540000}
SYSTEM_INPUT_NAME Corsair Gaming K55 RGB Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {C62E74A0-2306-11E9-8001444553540000}
SYSTEM_INPUT_NAME 2.4G Wireless Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0


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

TeamViewer Panel
FFXIVLauncher
NVIDIA GeForce Overlay
@DelphinusVyse - Discord
Sticky Notes
TeamViewer


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

ASRock Restart to UEFI v1.0.5
Battle.net
Brave
EaseUS Partition Master 12.9
Google Chrome
Steam
TeamViewer 14
World of Warcraft
Webroot SecureAnywhere
Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.30501
Microsoft Visual C++ 2013 x86 Minimum Runtime - 12.0.21005
FINAL FANTASY XIV - A Realm Reborn
Microsoft Visual C++ 2015 Redistributable (x64) - 14.0.24123
Google Update Helper
OEM Application Profile
Realtek Ethernet Controller Driver
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.6161
Google Update Helper
OpenOffice 4.1.5
CORSAIR iCUE Software
Balanced
Realtek High Definition Audio Driver
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.30501
Microsoft Visual C++ 2013 x86 Additional Runtime - 12.0.21005
AMD Software
AMD Ryzen Master
CCleaner
CPUID HWMonitor 1.40
Logitech Gaming Software 8.98
Speccy
Sword Art Online: Fatal Bullet
AMD Ryzen Master
Microsoft Visual C++ 2015 x64 Additional Runtime - 14.0.24123
Malwarebytes version 3.7.1.2839
Microsoft Visual C++ 2008 Redistributable - x64 9.0.30729.6161
Microsoft Visual C++ 2013 x64 Additional Runtime - 12.0.21005
Microsoft Visual C++ 2013 x64 Minimum Runtime - 12.0.21005
NVIDIA Ansel
NVIDIA Control Panel 431.36
NVIDIA Graphics Driver 431.36
NVIDIA GeForce Experience 3.19.0.107
NVIDIA PhysX System Software 9.19.0218
NVIDIA Update 37.0.0.0
DisplayDriverAnalyzer
NVIDIA SHIELD Streaming
NVIDIA HD Audio Driver 1.3.38.16
NVIDIA Install Application
NVIDIA ABHub
NVIDIA Backend
NVIDIA Container
NVIDIA TelemetryApi helper for NvContainer
NVIDIA LocalSystem Container
NVIDIA Message Bus for NvContainer
NVIDIA NetworkService Container
NVAPI Monitor plugin for NvContainer
NVIDIA Session Container
NVIDIA User Container
NVIDIA Display Container
NVIDIA Display Container LS
NVIDIA Display Watchdog Plugin
NVIDIA Display Session Container
NVIDIA NodeJS
NVIDIA Watchdog Plugin for NvContainer
NVIDIA Telemetry Client
NVIDIA Telemetry Container
NVIDIA Virtual Host Controller
Nvidia Share
NVIDIA ShadowPlay 3.19.0.107
NVIDIA SHIELD Wireless Controller Driver
NVIDIA Update Core
NVIDIA Virtual Audio 4.13.0.0
Update for Windows 10 for x64-based Systems (KB4023057)
Microsoft Visual C++ 2015 x64 Minimum Runtime - 14.0.24123


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

C:\Program Files (x86)\Battle.net\Battle.net.exe 00001320
C:\Program Files (x86)\Corsair\Corsair Utility Engine\iCUE.exe 00000910
C:\Program Files (x86)\EaseUS\EaseUS Partition Master 12.9\bin\TrayPopupE\TrayTipAgentE.exe 0000232C
C:\Program Files (x86)\NVIDIA Corporation\NvNode\NVIDIA Web Helper.exe 00001310
C:\Program Files (x86)\Steam\Steam.exe 000031F4
C:\Program Files (x86)\Steam\bin\cef\cef.win7x64\steamwebhelper.exe 000036F8
C:\Program Files (x86)\TeamViewer\TeamViewer.exe 00003CC8
C:\Program Files\Logitech Gaming Software\LAClient\LAClient.exe 00002EB8
C:\Program Files\Logitech Gaming Software\LCore.exe 00002E64
C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe 00002330
C:\Program Files\NVIDIA Corporation\NVIDIA GeForce Experience\NVIDIA Share.exe 00003E18
C:\Program Files\NVIDIA Corporation\NvContainer\nvcontainer.exe 00000398
C:\Program Files\Realtek\Audio\HDA\RAVCpl64.exe 00002FD8
C:\Program Files\Webroot\WRSA.exe 00001218
C:\Program Files\Windows Defender\MSASCuiL.exe 00002D24
C:\Program Files\WindowsApps\Microsoft.MicrosoftStickyNotes_3.6.75.0_x64__8wekyb3d8bbwe\Microsoft.Notes.exe 00000E40
C:\Program Files\WindowsApps\Microsoft.SkypeApp_14.48.51.0_x64__kzf8qxf38zg5c\SkypeApp.exe 000020C4
C:\Program Files\WindowsApps\Microsoft.SkypeApp_14.48.51.0_x64__kzf8qxf38zg5c\SkypeBackgroundHost.exe 000020E8
C:\Program Files\WindowsApps\Microsoft.SkypeApp_14.48.51.0_x64__kzf8qxf38zg5c\SkypeBridge\SkypeBridge.exe 0000386C
C:\Program Files\WindowsApps\Microsoft.ZuneVideo_10.19031.11411.0_x64__8wekyb3d8bbwe\Video.UI.exe 000029A4
C:\ProgramData\Battle.net\Agent\Agent.6732\Agent.exe 00002660
C:\Users\gmcke\AppData\Local\Discord\app-0.0.305\Discord.exe 00001B44
C:\Users\gmcke\AppData\Local\Temp\Twitch\Twitch.exe 00002DB0
C:\Users\gmcke\AppData\Roaming\Twitch\Bin\Electron\TwitchUI.exe 0000343C
C:\Users\gmcke\AppData\Roaming\Twitch\Bin\TwitchAgent.exe 00000D8C
C:\WINDOWS\Explorer.EXE 00000518
C:\WINDOWS\SystemApps\Microsoft.Windows.Cortana_cw5n1h2txyewy\SearchUI.exe 00001C30
C:\WINDOWS\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe 00001D64
C:\WINDOWS\system32\ApplicationFrameHost.exe 00002B44
C:\WINDOWS\system32\DllHost.exe 00002C7C
C:\WINDOWS\system32\SettingSyncHost.exe 00002200
C:\WINDOWS\system32\conhost.exe 00003BB0
C:\Windows\System32\RuntimeBroker.exe 00002CE8
C:\Windows\System32\smartscreen.exe 00004360
D:\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivlauncher.exe 00004698
D:\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivsysinfo64.exe 00000EC8
c:\windows\system32\sihost.exe 00001308
c:\windows\system32\svchost.exe 00001674
c:\windows\system32\taskhostw.exe 00001454

Thank you for posting in the Final Fantasy XIV Technical Support Forums.


Did they experience this crash when playing the trial version of the game? Does the crash happen when the game is run on DirectX 9? Please also try doing a cleanboot. Open the task manager and select the 'Start up' Tab. Disable everything here and restart the PC.


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