New system - getting Japanese dx11 error on English client

Just recently got a new system, installed and everything was fine. Went to play the next day and get the following error after logging in and hitting "play"

https://imgur.com/t747ra4

I can downgrade to DX9 and play, but I get the error message about "not supported" so I'd like to get this resolved.

Edit: Not sure why my imgur image isn't show up -- not sure how to link images here. It's https://imgur.com/t747ra4

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

Were there any updates or changes made to the PC? When the crash happens, are there programs running in the background? What have you tried to alleviate the problem?

Could you provide a system report? Simply go to the 'Config' option on the Final Fantasy XIV launcher and to the right of 'System Information' click on 'Display.'

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

Thanks for the reply!

I did have some cumulative windows updates run immediately before this started happening, but I didn't see any dx11 or display driver updates. I went back and uninstalled those updates but still have the same problem.

After far as stuff I have tried:

1) Shutdown/disabled all other apps (mostly just had discord, dropbox and chrome (brave) browser running. Clean booted and disable all those. No effect.
2) Changed the display refresh rate from the default of 144 to 60Hz -- no effect.
3) Changed the fps settings in the game (I have to use Dx9 to get into the game). Tried "none", 144 and 72.

The error occurs right after I click the green "Play" button in the launcher. I never see the shadowbringers splash screen.

Here's the dump you requested:



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

MyDocument C:\Users\dfsno\Documents
FINAL FANTASY XIV ONLINE C:\Rec\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 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 V1.24
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 16226.301MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 18658.301MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 237.353GB SYSTEM_FREEDISC_SPACE 139.436GB
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 8113.150 MB
SYSTEM_GRAPHICS_DAC Internal
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (144Hz)
SYSTEM_GRAPHICS_DRIVER C:\Windows\System32\DriverStore\FileRepository\igdlh64.inf_amd64_6bb02522ea3fdb0d\igdumdim64.dll,C:\Windows\System32\DriverStore\FileRepository\igdlh64.inf_amd64_6bb02522ea3fdb0d\igd10iumd64.dll,C:\Windows\System32\DriverStore\FileRepository\igdlh64.inf_amd64_6bb02522ea3fdb0d\igd10iumd64.dll,C:\Windows\System32\DriverStore\FileRepository\igdlh64.inf_amd64_6bb02522ea3fdb0d\igd12umd64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 23.20.0016.5018
SYSTEM_GRAPHICS_DRIVER_DATE 3/26/2018 20:00:00
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 14174 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\nvac.inf_amd64_2fc0d3600c3c3d39\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nvac.inf_amd64_2fc0d3600c3c3d39\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nvac.inf_amd64_2fc0d3600c3c3d39\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nvac.inf_amd64_2fc0d3600c3c3d39\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 23.21.0013.8873
SYSTEM_GRAPHICS_DRIVER_DATE 12/17/2017 20:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English

SYSTEM_GRAPHICS_PIXEL_SHADER
SYSTEM_GRAPHICS_VERTEX_TEXTURE
SYSTEM_SOUND Speakers (Realtek High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {371A1F57-207E-4BD1-BF17-CD520F79E4AF}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.0001.8555
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 10/16/2018 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 {572E38C0-B46E-11E9-8001444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {496593E0-B483-11E9-8003444553540000}
SYSTEM_INPUT_NAME n52te
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 573 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {4965BAF0-B483-11E9-8004444553540000}
SYSTEM_INPUT_NAME n52te
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {572F2320-B46E-11E9-8002444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {572F2320-B46E-11E9-8003444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {DA9096C0-B46B-11E9-8004444553540000}
SYSTEM_INPUT_NAME HIDI2C Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {5730A9C0-B46E-11E9-8004444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 767 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {DA9096C0-B46B-11E9-8006444553540000}
SYSTEM_INPUT_NAME HIDI2C Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {DA9096C0-B46B-11E9-8008444553540000}
SYSTEM_INPUT_NAME Acer Airplane Mode Controller
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {496593E0-B483-11E9-8002444553540000}
SYSTEM_INPUT_NAME Virtual Hid Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 6 SYSTEM_GAMEPAD_BUTTON 24 SYSTEM_GAMEPAD_FOV 1
SYSTEM_INPUT {5730F7E0-B46E-11E9-8005444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0


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

FFXIVLauncher


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

Brave
Dropbox
Mozilla Firefox 58.0.2 (x86 en-US)
Norton Security Scan
Dropbox Update Helper
n52te Editor
Microsoft Visual C++ 2013 x86 Minimum Runtime - 12.0.21005
XSplit Gamecaster
FINAL FANTASY XIV ONLINE
Acer Jumpstart
Acer Configuration Manager
PredatorSense Service
Intel(R) Chipset Device Software
Realtek Card Reader
Intel(R) Trusted Connect Services Client
Microsoft Visual C++ 2015 Redistributable (x86) - 14.0.23026
Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.21005
Realtek Ethernet Controller Driver
Microsoft Visual C++ 2015 x86 Minimum Runtime - 14.0.23026
Google Update Helper
Microsoft Visual C++ 2015 x86 Additional Runtime - 14.0.23026
Microsoft VC++ redistributables repacked.
Intel(R) Trusted Connect Service Client x86
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.21005
Intel(R) Processor Graphics
Realtek High Definition Audio Driver
Microsoft Visual C++ 2013 x86 Additional Runtime - 12.0.21005
Mozilla Maintenance Service
Notepad++ (64-bit x64)
Vulkan Run Time Libraries 1.0.61.0
Vulkan Run Time Libraries 1.1.70.0
Update for Windows 10 for x64-based Systems (KB4023057)
Intel(R) Management Engine Components
DriverSetupUtility
Update for Windows 10 for x64-based Systems (KB4480730)
Box
Intel(R) Rapid Storage Technology
Microsoft VC++ redistributables repacked.
Dolby Audio X2 Windows APP
Intel(R) Management Engine Driver
Intel(R) Rapid Storage Technology
Care Center Service
Dolby Audio X2 Windows API SDK
Microsoft Visual C++ 2013 x64 Additional Runtime - 12.0.21005
Intel(R) Serial IO
Intel(R) Management Engine Components
Microsoft Visual C++ 2013 x64 Minimum Runtime - 12.0.21005
Quick Access Service
NVIDIA Ansel
NVIDIA Control Panel 388.73
NVIDIA Graphics Driver 388.73
NVIDIA GeForce Experience 3.11.0.73
NVIDIA Optimus Update 31.0.1.0
NVIDIA PhysX System Software 9.17.0524
NVIDIA Update 31.0.1.0
NVIDIA SHIELD Streaming
NVIDIA HD Audio Driver 1.3.36.6
NVIDIA Install Application
NVIDIA Backend
NVIDIA Container
NVIDIA TelemetryApi helper for NvContainer
NVIDIA LocalSystem Container
NVIDIA Message Bus for NvContainer
NVIDIA NetworkService Container
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 3.11.0.73
NVIDIA SHIELD Wireless Controller Driver
NVIDIA Update Core
NVIDIA Virtual Audio 4.02.2
Intel(R) Management Engine Components
Intel(R) Chipset Device Software
Intel(R) Trusted Connect Service Client x64
User Experience Improvement Program Service
Intel(R) Serial IO


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

C:\Program Files (x86)\Acer\PredatorSense Service\PSAgent.exe 0000230C
C:\Program Files (x86)\n52te\n52teHid.exe 00001724
C:\Program Files (x86)\n52te\n52teTra.exe 00002E90
C:\Program Files\Acer\Quick Access Service\QAAgent.exe 000015B8
C:\Program Files\Acer\Quick Access Service\ePowerButton_NB.exe 00000DF4
C:\Program Files\Dolby\Dolby DAX2\DAX2_APP\DolbyDAX2TrayIcon.exe 000022C0
C:\Program Files\Intel\Intel(R) Rapid Storage Technology\IAStorIcon.exe 00002878
C:\Program Files\Realtek\Audio\HDA\RAVBg64.exe 000026E8
C:\Program Files\Realtek\Audio\HDA\RAVCpl64.exe 00002604
C:\Program Files\Windows Defender\MSASCuiL.exe 0000257C
C:\Program Files\WindowsApps\Microsoft.SkypeApp_14.50.38.0_x64__kzf8qxf38zg5c\SkypeApp.exe 00002AD0
C:\Program Files\WindowsApps\Microsoft.SkypeApp_14.50.38.0_x64__kzf8qxf38zg5c\SkypeBackgroundHost.exe 00001D68
C:\Program Files\WindowsApps\Microsoft.XboxGamingOverlay_1.16.1012.0_x64__8wekyb3d8bbwe\GameBar.exe 0000173C
C:\Rec\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivlauncher.exe 00002B74
C:\Rec\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivsysinfo64.exe 00002448
C:\Windows\Explorer.EXE 00001774
C:\Windows\System32\DriverStore\FileRepository\igdlh64.inf_amd64_6bb02522ea3fdb0d\igfxEM.exe 0000178C
C:\Windows\System32\RuntimeBroker.exe 000018A8
C:\Windows\System32\smartscreen.exe 00001EC8
C:\Windows\SystemApps\Microsoft.LockApp_cw5n1h2txyewy\LockApp.exe 00001D30
C:\Windows\SystemApps\Microsoft.Windows.Cortana_cw5n1h2txyewy\SearchUI.exe 00001B28
C:\Windows\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe 00001AB0
C:\Windows\system32\ApplicationFrameHost.exe 00000A24
C:\Windows\system32\DllHost.exe 00002B5C
C:\Windows\system32\SearchProtocolHost.exe 0000260C
C:\Windows\system32\SettingSyncHost.exe 00001E14
C:\utils\volumouse.exe 0000167C
C:\utils\volumouse32.exe 00002B20
c:\windows\system32\sihost.exe 00000EB4
c:\windows\system32\svchost.exe 00000538
c:\windows\system32\taskhostw.exe 00001314

One extra bit of info -- I can successfully run the benchmark:


https://imgur.com/pv6ErNShttps://imgur.com/pv6ErNS

Good afternoon and thank you for the reply.

Do you notice a pattern when the crash occurs? Does it only occur when attempting to log on? Could you also try updating the graphics drivers?

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

If I have directx 11 enabled, it happens every time I try to play the game. The game immediately crashes. I can only play the game on directx 9.

I haven't tried upgrading drivers yet but I will and will report back.

I was able to upgrade the nVidia drivers from 388.73 to the latest ones (431.60). I still get an error when I launch, but the behavior is slightly different. Now the screen first goes black, and then I get an dialog box on the black screen, and it's now in English:

https://imgur.com/cHvBLf2

Thank you for the reply darcstar62.

If this is a new PC, you may want to try updating windows. If the automatic updates are already installed, make sure to install any 'Recommended' or 'Optional' updates.

Try setting the compatibility mode to Windows 7. Right-click on the ffxivboot.exe file and select ‘Properties.’ Then select the ‘Compatibility’ tab and choose Windows 7.

You may also want to try reinstalling the game. When you do, make sure to remove the locally-saved data folder (located My Documents > My Games > Final Fantasy XIV). Be sure to make a backup of this just in case it doesn't resolve the issue.

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

Thanks! I updated windows again (got a few more updates) and tried the compatibility changes your suggested. Unfortunately, neither of those worked.

So, after backing up as you suggested, I uninstalled and re-installed game, and that seems to have fixed the problem! Thanks again for your help!