Problems with cutscenes audio

I just returned to the game, and using a Bluetooth Headphones, and I cant hear any of the cutscenes voiceovers when im using the headset, with my laptop speakers there is no problem. And it only happends in the game, the bgm is heard louder than the voices and in the cutscenes they are muffled and heard in like an echo.

I dont know what else to look for, in the forums there was an old thread that one of the moderators of the forums said to create a personal thread and paste the system information


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

MyDocument C:\Users\o_oma\Documents
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 Intel(R) Core(TM) i7-8750H CPU @ 2.20GHz (12 CPUs), ~2.2GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 12 SYSTEM_CORE_PHYSICS 6
SYSTEM_BIOS FX504GM.307
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 16238.871MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 18670.871MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 237.422GB SYSTEM_FREEDISC_SPACE 126.821GB
SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 931.511GB SYSTEM_FREEDISC_SPACE 742.060GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS Intel(R) UHD Graphics 630
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP Intel(R) UHD Graphics Family
SYSTEM_GRAPHICS_MAKER Intel Corporation
SYSTEM_GRAPHICS_VRAM 128.000 MB
SYSTEM_GRAPHICS_SHARED_VRAM 8119.436 MB
SYSTEM_GRAPHICS_DAC Internal
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (120Hz)
SYSTEM_GRAPHICS_DRIVER C:\Windows\System32\DriverStore\FileRepository\igdlh64.inf_amd64_28d80681d3523b1c\igdumdim64.dll,C:\Windows\System32\DriverStore\FileRepository\igdlh64.inf_amd64_28d80681d3523b1c\igd10iumd64.dll,C:\Windows\System32\DriverStore\FileRepository\igdlh64.inf_amd64_28d80681d3523b1c\igd10iumd64.dll,C:\Windows\System32\DriverStore\FileRepository\igdlh64.inf_amd64_28d80681d3523b1c\igd12umd64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 25.20.0100.6446
SYSTEM_GRAPHICS_DRIVER_DATE 11/18/2018 19:00:00
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
SYSTEM_GRAPHICS_DEVICE Unknown
SYSTEM_GRAPHICS_CHIP GeForce GTX 1060
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 14171 MB
SYSTEM_GRAPHICS_SHARED_VRAM SYSTEM_UNKNOWN
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE Unknown
SYSTEM_GRAPHICS_DRIVER C:\Windows\System32\DriverStore\FileRepository\nvami.inf_amd64_1ca8cf09fd6670ec\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nvami.inf_amd64_1ca8cf09fd6670ec\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nvami.inf_amd64_1ca8cf09fd6670ec\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nvami.inf_amd64_1ca8cf09fd6670ec\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 26.21.0014.3136
SYSTEM_GRAPHICS_DRIVER_DATE 7/2/2019 19:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English

SYSTEM_GRAPHICS_PIXEL_SHADER
SYSTEM_GRAPHICS_VERTEX_TEXTURE
SYSTEM_SOUND Headset (HIFI ELITE Hands-Free)
SYSTEM_SOUND_DEVICE_ID {EE10052A-64AF-4CB6-BC67-3E6F6B5C5722}
SYSTEM_SOUND_DEVICE_NAME BthHfAud.sys
SYSTEM_SOUND_DRIVER_VERSION 6.02.17134.0001
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 11/8/2018 00:00:00
SYSTEM_SOUND Headphones (HIFI ELITE Stereo)
SYSTEM_SOUND_DEVICE_ID {1A39719B-FA68-4FED-94F4-CE45AAAFB871}
SYSTEM_SOUND_DEVICE_NAME BthA2DP.sys
SYSTEM_SOUND_DRIVER_VERSION 6.02.17134.0441
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 11/8/2018 00:00:00
SYSTEM_SOUND Speakers (Realtek(R) Audio)
SYSTEM_SOUND_DEVICE_ID {4BCEB88D-FAF9-48CF-AE98-31766E5C735C}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.0001.8639
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 2/19/2019 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 {18E79750-44DE-11E9-8007444553540000}
SYSTEM_INPUT_NAME 2.4G Keyboard Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 897 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {18E6ACF0-44DE-11E9-8006444553540000}
SYSTEM_INPUT_NAME 2.4G Keyboard Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {18E80C80-44DE-11E9-8008444553540000}
SYSTEM_INPUT_NAME 2.4G Keyboard Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {18E52650-44DE-11E9-8001444553540000}
SYSTEM_INPUT_NAME ASUS Wireless Radio Control
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {18E685E0-44DE-11E9-8005444553540000}
SYSTEM_INPUT_NAME HIDI2C Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0


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

FFXIVLauncher
Technical Support - Google Chrome
FINAL FANTASY XIV
Settings
Volume Mixer - Headset (HIFI ELITE Hands-Free)
AsGpuCheck
Bandeja de entrada - Hotmail ‎- Correo
Correo



Microsoft Edge
Microsoft Store
Microsoft Store
NVIDIA GeForce Overlay


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

Battle.net
Destiny 2
Google Chrome
Origin
Overwatch
Overwatch League Replay Viewer
Steam
Intel(R) Wireless Bluetooth(R)
Intel® PROSet/Wireless Software
FINAL FANTASY XIV ONLINE
Microsoft Visual C++ 2015 Redistributable (x64) - 14.0.24212
McAfee WebAdvisor
Microsoft Visual C++ 2015 x86 Minimum Runtime - 14.0.24212
Microsoft Visual C++ 2015 Redistributable (x86) - 14.0.24212
ASUS GiftBox Service
ASUS GPU Check
Intel(R) Chipset Device Software
Google Update Helper
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.40660
Intel(R) Dynamic Platform and Thermal Framework
Langrisser version 1.1.0
Microsoft Visual C++ 2013 x86 Additional Runtime - 12.0.40660
Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.21005
Microsoft Visual C++ 2015 x86 Additional Runtime - 14.0.24212
Realtek Ethernet Controller Driver
WinFlash
ASUS Device Activation
Microsoft VC++ redistributables repacked.
Intel(R) Trusted Connect Services Client
Adobe Acrobat Reader DC - Español
Intel(R) Trusted Connect Service Client x86
Microsoft Visual C++ 2012 Redistributable (x64) - 11.0.61030
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.21005
Apex Legends
ASUS Hello
Microsoft Visual C++ 2013 x86 Minimum Runtime - 12.0.40660
Microsoft Visual C++ 2010 x86 Redistributable - 10.0.40219
Intel(R) Processor Graphics
ASUS Live Update
Microsoft Office 365 - en-us
Intel(R) Management Engine Components
Microsoft Visual C++ 2010 x64 Redistributable - 10.0.40219
Intel(R) Rapid Storage Technology
Intel(R) Management Engine Components
Microsoft Visual C++ 2012 x64 Additional Runtime - 11.0.61030
Intel(R) Management Engine Driver
Intel(R) Rapid Storage Technology
Microsoft VC++ redistributables repacked.
Backup and Sync from Google
Intel(R) PRO/Wireless Driver
Office 16 Click-to-Run Licensing Component
Office 16 Click-to-Run Extensibility Component
Office 16 Click-to-Run Localization Component
Microsoft Visual C++ 2013 x64 Additional Runtime - 12.0.21005
Intel® PROSet/Wireless WiFi Software
Intel(R) Serial IO
Microsoft Visual C++ 2013 x64 Minimum Runtime - 12.0.21005
DSB Notification
NVIDIA Ansel
NVIDIA Control Panel 431.36
NVIDIA Graphics Driver 431.36
NVIDIA GeForce Experience 3.19.0.107
NVIDIA Optimus Update 37.0.0.0
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
Intel(R) Chipset Device Software
Intel(R) Trusted Connect Service Client x64
Microsoft Visual C++ 2012 x64 Minimum Runtime - 11.0.61030
Update for Windows 10 for x64-based Systems (KB4023057)
Microsoft Visual C++ 2015 x64 Additional Runtime - 14.0.24212
ESET Security
Intel(R) Management Engine Components
Microsoft Visual C++ 2015 x64 Minimum Runtime - 14.0.24212
Intel(R) Serial IO


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

C:\Program Files (x86)\ASUS\ASUS GPU Check\AsGpuCheck.exe 00001AAC
C:\Program Files (x86)\ASUS\ASUS GiftBox Service\GiftBox.Agent.exe 00003588
C:\Program Files (x86)\ASUS\ASUS Hello\ASUSHelloBG.exe 00001FC0
C:\Program Files (x86)\Battle.net\Battle.net.exe 0000353C
C:\Program Files (x86)\Google\Chrome\Application\chrome.exe 00001D28
C:\Program Files (x86)\NVIDIA Corporation\NvNode\NVIDIA Web Helper.exe 00002624
C:\Program Files (x86)\Steam\Steam.exe 00003A84
C:\Program Files (x86)\Steam\bin\cef\cef.win7x64\steamwebhelper.exe 00002E6C
C:\Program Files\Common Files\Microsoft Shared\ClickToRun\AppVShNotify.exe 00003D5C
C:\Program Files\ESET\ESET Security\eguiproxy.exe 00002984
C:\Program Files\McAfee\WebAdvisor\UIHost.exe 0000066C
C:\Program Files\McAfee\WebAdvisor\browserhost.exe 0000474C
C:\Program Files\NVIDIA Corporation\NVIDIA GeForce Experience\NVIDIA Share.exe 00003650
C:\Program Files\NVIDIA Corporation\NvContainer\nvcontainer.exe 0000037C
C:\Program Files\NVIDIA Corporation\ShadowPlay\nvsphelper64.exe 000036E8
C:\Program Files\Windows Defender\MSASCuiL.exe 000029E0
C:\Program Files\WindowsApps\B9ECED6F.ASUSBatteryHealthCharging_1.0.7.0_x86__qmba6cd70vzyy\ASUS Battery Health Charging\BhcMgr.exe 00003AC8
C:\Program Files\WindowsApps\B9ECED6F.ASUSKeyboardHotkeys_1.0.10.0_x86__qmba6cd70vzyy\ATK Package\HControl.exe 00003AF0
C:\Program Files\WindowsApps\B9ECED6F.Splendid_1.0.14.0_x64__qmba6cd70vzyy\ACMON.exe 00000E44
C:\Program Files\WindowsApps\Microsoft.SkypeApp_14.48.51.0_x64__kzf8qxf38zg5c\SkypeApp.exe 000028C0
C:\Program Files\WindowsApps\Microsoft.SkypeApp_14.48.51.0_x64__kzf8qxf38zg5c\SkypeBackgroundHost.exe 000021D4
C:\Program Files\WindowsApps\Microsoft.SkypeApp_14.48.51.0_x64__kzf8qxf38zg5c\SkypeBridge\SkypeBridge.exe 0000371C
C:\Program Files\WindowsApps\Microsoft.Windows.Photos_2019.19051.16210.0_x64__8wekyb3d8bbwe\Microsoft.Photos.exe 00002A70
C:\Program Files\WindowsApps\Microsoft.WindowsStore_11905.1001.4.0_x64__8wekyb3d8bbwe\WinStore.App.exe 00003F74
C:\Program Files\WindowsApps\Microsoft.XboxGamingOverlay_1.16.1012.0_x64__8wekyb3d8bbwe\GameBar.exe 00002AF4
C:\Program Files\WindowsApps\ReaderNotificationClient_1.0.4.0_x86__e1rzdqpraam7r\AcrobatNotificationClient.exe 00003040
C:\Program Files\WindowsApps\microsoft.windowscommunicationsapps_16005.11629.20316.0_x64__8wekyb3d8bbwe\HxOutlook.exe 00001AA8
C:\Program Files\WindowsApps\microsoft.windowscommunicationsapps_16005.11629.20316.0_x64__8wekyb3d8bbwe\HxTsr.exe 00003B28
C:\ProgramData\Battle.net\Agent\Agent.6732\Agent.exe 00003404
C:\Users\o_oma\AppData\Local\Microsoft\OneDrive\OneDrive.exe 000001E0
C:\Windows\Explorer.EXE 000021B8
C:\Windows\ImmersiveControlPanel\SystemSettings.exe 00000B00
C:\Windows\System32\DriverStore\FileRepository\atkwmiacpiio.inf_amd64_434a570648ae44dd\ATKOSD2.exe 00001D78
C:\Windows\System32\DriverStore\FileRepository\atkwmiacpiio.inf_amd64_434a570648ae44dd\AsMonStartupTask64.exe 000003F4
C:\Windows\System32\DriverStore\FileRepository\igdlh64.inf_amd64_28d80681d3523b1c\igfxEM.exe 00001F78
C:\Windows\System32\DriverStore\FileRepository\igdlh64.inf_amd64_28d80681d3523b1c\igfxext.exe 00000C7C
C:\Windows\System32\GameBarPresenceWriter.exe 00001910
C:\Windows\System32\RtkAudUService64.exe 0000313C
C:\Windows\System32\RuntimeBroker.exe 0000052C
C:\Windows\System32\smartscreen.exe 00000E10
C:\Windows\SystemApps\Microsoft.LockApp_cw5n1h2txyewy\LockApp.exe 0000019C
C:\Windows\SystemApps\Microsoft.MicrosoftEdge_8wekyb3d8bbwe\MicrosoftEdge.exe 00001A9C
C:\Windows\SystemApps\Microsoft.MicrosoftEdge_8wekyb3d8bbwe\MicrosoftEdgeCP.exe 00003E54
C:\Windows\SystemApps\Microsoft.Windows.Cortana_cw5n1h2txyewy\RemindersServer.exe 00002890
C:\Windows\SystemApps\Microsoft.Windows.Cortana_cw5n1h2txyewy\SearchUI.exe 000025FC
C:\Windows\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe 00002508
C:\Windows\system32\ApplicationFrameHost.exe 00002614
C:\Windows\system32\DllHost.exe 00001F18
C:\Windows\system32\SearchFilterHost.exe 000043C4
C:\Windows\system32\SettingSyncHost.exe 000029A8
C:\Windows\system32\SndVol.exe 00003440
C:\Windows\system32\browser_broker.exe 0000231C
C:\Windows\system32\cmd.exe 000019F4
C:\Windows\system32\conhost.exe 00002928
C:\Windows\system32\ctfmon.exe 000020D0
D:\Final Fantasy XIV\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivlauncher.exe 000013C0
D:\Final Fantasy XIV\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivsysinfo64.exe 00000554
D:\Final Fantasy XIV\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\game\ffxiv_dx11.exe 000036DC
c:\windows\system32\sihost.exe 00001DD0
c:\windows\system32\svchost.exe 00002BCC
c:\windows\system32\taskhostw.exe 00001AD0

Good afternoon and thank you for posting on the Final Fantasy XIV Technical Support Forums. I apologize for the delay in our response.

What kind of headphones are you using? Do they have their own program or set of drivers?

You mentioned that they are bluetooth headphones, do they have a wired option? Does this make any difference?

You may want to try a clean boot as well. Simply open the task manager and select the 'Start up' tab. Disable everything here and restart the PC. This will make sure that no background processes are interfering with the game.

Also, check the Sounds Settings under the System Settings. Make sure the 'Voice' option is at full volume.

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