Japanese error message when trying to start game

I have a friend trying to get into the game as a new player, but it immediately crashes on startup with a Japanese error message: https://imgur.com/a/WMANCrf

The game does not ever get past starting to draw the window and displaying the above error message.

We've installed and reinstalled the game twice (deleting the folder in My Documents each time), installed all windows updates, updated the video card driver to the latest version. Turning off DirectX 11 gives an error that DirectX must be up to date (it is). I've modified the config file to try full screen, full screen windowed, etc. It all gives the same error. We've tried running it without Discord running, thinking it might be an issue with overlays, but no success.

We've done a "clean" startup with no non-essential startups/services. I've even copied the contents of my game folder to her computer to see if that would help, nothing.


We're hoping someone here can help before she just gives up on the game.


System Information:


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

MyDocument C:\Users\Alis\Documents
FINAL FANTASY XIV ONLINE F:\FF14\SquareEnix
FINAL FANTASY XIV - A Realm Reborn Language 1 Region 2
ProxyEnable 0
ProxyServer unspecified
ProxyOverride unspecified

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

SYSTEM_OS Windows 7 Home Premium 64-bit (6.1, Build 7601) Service Pack 1 (7601.win7sp1_ldr.190612-0600)
SYSTEM_CPU Intel(R) Core(TM) i7-4770 CPU @ 3.40GHz (8 CPUs), ~3.4GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 8 SYSTEM_CORE_PHYSICS 4
SYSTEM_BIOS BIOS Date: 05/28/15 10:16:38 Ver: V1.11B0
SYSTEM_LANGUAGE føroyskt (Regional Setting: føroyskt)
SYSTEM_MEMORY 16384.000MB
SYSTEM_VIRTUAL_MEMORY 8388607.875MB
SYSTEM_PAGE_FILE 32766.145MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 119.143GB SYSTEM_FREEDISC_SPACE 24.540GB
SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 0.098GB SYSTEM_FREEDISC_SPACE 0.084GB
SYSTEM_STORAGE E:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 1863.015GB SYSTEM_FREEDISC_SPACE 1094.707GB
SYSTEM_STORAGE F:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 931.413GB SYSTEM_FREEDISC_SPACE 773.465GB
SYSTEM_DIRECTX_VERSION DirectX 11
SYSTEM_GRAPHICS Radeon (TM) RX 480 Graphics
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP AMD Radeon Graphics Processor (0x67DF)
SYSTEM_GRAPHICS_MAKER Advanced Micro Devices, Inc.
SYSTEM_GRAPHICS_VRAM 8169.383 MB
SYSTEM_GRAPHICS_SHARED_VRAM 3840.000 MB
SYSTEM_GRAPHICS_DAC Internal DAC(400MHz)
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (60Hz)
SYSTEM_GRAPHICS_DRIVER aticfx64.dll,aticfx64.dll,aticfx64.dll,amdxc64.dll,aticfx32,aticfx32,aticfx32,amdxc32,atiumd64.dll,atidxx64.dll,atidxx64.dll,atiumdag,atidxx32,atidxx32,atiumdva,atiumd6a.cap,atitmm64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 26.20.13001.16003
SYSTEM_GRAPHICS_DRIVER_DATE 12-07-2019 02:08:58
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 {485A4568-4CBA-4718-913F-8BA2849AA236}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.0001.8010
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 20-03-2018 20:43:41
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 {5D9F0060-3A56-11E8-8002444553540000}
SYSTEM_INPUT_NAME USB Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 1 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {5D9F0060-3A56-11E8-8003444553540000}
SYSTEM_INPUT_NAME USB Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {5D9F0060-3A56-11E8-8004444553540000}
SYSTEM_INPUT_NAME USB Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 21 SYSTEM_GAMEPAD_FOV 0

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

FFXIVLauncher
#general - Discord

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

Adobe Creative Cloud
Battle.net
BleachBit
Destiny 2
Canon Utilities Digital Photo Professional 4
Canon Utilities EOS Lens Registration Tool
EOS MOVIE Utility
Canon Utilities EOS Utility 2
Canon Utilities EOS Utility 3
Canon Utilities EOS Web Service Registration Tool
Guild Wars
Adobe Lightroom Classic CC
mIRC
Origin
Overwatch
Canon Utilities Picture Style Editor
PowerISO
Skype version 8.25
Steam
Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.30501
The Sims™ 3 Master Suite Stuff
The Sims™ 3 Outdoor Living Stuff
Microsoft Visual C++ 2013 x86 Minimum Runtime - 12.0.21005
The Sims™ 3 Diesel Stuff
Intel(R) USB 3.0 eXtensible Host Controller Driver
Java 8 Update 191
Samsung Magician
FINAL FANTASY XIV ONLINE
Microsoft Visual C++ 2012 Redistributable (x86) - 11.0.61030
Microsoft Visual C++ 2015 x86 Minimum Runtime - 14.0.24212
The Sims™ 3 Showtime
The Sims™ 3 Seasons
The Sims™ 3 Late Night
Microsoft Visual C++ 2015 Redistributable (x86) - 14.0.24212
The Sims™ 4
Java Auto Updater
The Sims™ 3 High-End Loft Stuff
Microsoft Visual C++ 2005 Redistributable
Adobe Photoshop CC 2015
The Sims™ 3 Town Life Stuff
Microsoft Visual C++ 2017 Redistributable (x64) - 14.14.26429
Microsoft Visual C++ 2015 x86 Additional Runtime - 14.0.24212
The Sims™ 3 Ambitions
Update for Microsoft .NET Framework 4.7.1 (KB4054852)
Update for Microsoft .NET Framework 4.7.1 (KB4096418)
Update for Microsoft .NET Framework 4.7.1 (KB4506997)
CpuCoreParking
AMD Settings
The Sims™ 3 Katy Perry's Sweet Treats
The Sims™ 3 Into the Future
Microsoft Visual C++ 2012 x86 Additional Runtime - 11.0.61030
The Sims™ 3 Supernatural
The Sims™ 3 World Adventures
Intel(R) Chipset Device Software
Microsoft Visual C++ 2012 x86 Minimum Runtime - 11.0.61030
The Sims™ 3
The Sims™ 3 Pets
Microsoft Visual C++ 2012 Redistributable (x64) - 11.0.61030
The Sims™ 3 Movie Stuff
The Sims™ 3 Island Paradise
The Sims™ 3 70s, 80s, & 90s Stuff
Microsoft WSE 3.0 Runtime
The Sims™ 3 Generations
The Sims™ 3 Fast Lane Stuff
Microsoft Visual C++ 2010 x86 Redistributable - 10.0.40219
Realtek High Definition Audio Driver
The Sims™ 3 University Life
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.30501
Microsoft Visual C++ 2013 x86 Additional Runtime - 12.0.21005
7-Zip 18.01 (x64)
AMD Software
CCleaner
Defraggler
Guild Wars 2
Mozilla Firefox 68.0.1 (x64 en-US)
Mozilla Maintenance Service
Speccy
Gems of War
Vulkan Run Time Libraries 1.0.65.0
Vulkan Run Time Libraries 1.1.70.0
Wacom Tablet
Microsoft Visual C++ 2017 x64 Minimum Runtime - 14.14.26429
Intel® Trusted Connect Service Client
Intel(R) Management Engine Components
Microsoft Visual C++ 2010 x64 Redistributable - 10.0.40219
Malwarebytes version 3.7.1.2839
Microsoft Visual C++ 2012 x64 Additional Runtime - 11.0.61030
AMD Problem Report Wizard
AMD DVR64
Intel(R) Chipset Device Software
Intel(R) Management Engine Components
Microsoft Visual C++ 2013 x64 Additional Runtime - 12.0.21005
Microsoft .NET Framework 4.7.1
adobe
Intel(R) Management Engine Components
Microsoft Visual C++ 2013 x64 Minimum Runtime - 12.0.21005
Microsoft Visual C++ 2017 x64 Additional Runtime - 14.14.26429
Microsoft Visual C++ 2012 x64 Minimum Runtime - 11.0.61030
Killer Performance Driver Suite
Speedtest by Ookla
Intel(R) ME UninstallLegacy
Microsoft .NET Framework 4.7.1
Branding64
AMD Settings

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

C:\Program Files (x86)\Common Files\Java\Java Update\jusched.exe 000005BC
C:\Program Files (x86)\Intel\Intel(R) USB 3.0 eXtensible Host Controller Driver\Application\iusb3mon.exe 00000BE4
C:\Program Files\AMD\CNext\CNext\RadeonSettings.exe 00000E64
C:\Program Files\Realtek\Audio\HDA\RtkNGUI64.exe 000004E4
C:\Program Files\Tablet\Wacom\Wacom_TabletUser.exe 0000101C
C:\Users\Alis\AppData\Local\Discord\app-0.0.305\Discord.exe 0000141C
C:\Windows\Explorer.EXE 00000B10
C:\Windows\system32\Dwm.exe 00000AF0
C:\Windows\system32\taskhost.exe 00000AA8
F:\FF14\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivlauncher.exe 00000AC0
F:\FF14\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivsysinfo64.exe 000017E0

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

You mentioned your friend is a new player, have they ever been able to log in, or has this been an issue from the start?

Double-check that Windows is completely up to date (including any 'Optional' and 'Recommended' updates).

Also try a clean reinstall of the graphics card drivers.

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