Game crash - DirectX problem

Hi

As recommended by the support chat i open a bug report for my problem. (ticket 12517176)

My problem is that the game crash evry time i try to join a specific dungeon, The Grand Cosmos.
From level 1 to 80 i had no problem of any type.

Whe the game crash the error is:
"
An unexpected error has occurred. Exiting FINAL FANTASY XIV.

ffxiv_dx11.exe + 127119D
ffxiv_dx11.exe + 611AC
ffxiv_dx11.exe + 5F833
ffxiv_dx11.exe + 11BEFC0
ffxiv_dx11.exe + 11C066F
ffxiv_dx11.exe + 11C3125
ffxiv_dx11.exe + 47765C
ffxiv_dx11.exe + 1B6852

"


Here's all my attempts to try solving the problem:
- reboot the game
- reboot pc
- set dx9 on config
- lower graphic, resolution and changed size to full screen and windows mode
- update graphic driver
- update windows
- installed the game again
- instelled the game on my laptop
- disabled antivirus
- restart pc in clean mode

all this didn't solve the problem.

I provide system information from config section of the launcher

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

MyDocument C:\Users\Tasco\Documents
FINAL FANTASY XIV ONLINE C:\SquareEnix
FINAL FANTASY XIV - A Realm Reborn Language 1 Region 3
ProxyEnable 0
ProxyServer unspecified
ProxyOverride <local>

Date of issue: 04-feb-2020
Time of issue: 11:00 PT
Frequency: always
World name: Zodiark
Character name@Home World name: Tasco Dwarfborne@Zodiark
Retainer name:None
NPC name:None
Monster name:None
Class/Level:Paladin/80
Party or solo:solo
In-game time: all the time
Area and coordinates: N/A
Housing: N/A

Steps:
1.join The Grand Cosmos Dungeon from duty find (main story quest)
2.when i join the dungeon just before the cutscene the game crash, it appens all the time


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

SYSTEM_OS Windows 10 Pro 64 bit (6.2, build 9200) (18362.19h1_release.190318-1202)
SYSTEM_CPU Intel(R) Core(TM) i7-4790K CPU @ 4.00GHz (8 CPUs), ~4.0GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 8 SYSTEM_CORE_PHYSICS 4
SYSTEM_BIOS BIOS Date: 02/16/16 09:02:05 Ver: V1.12B0
SYSTEM_LANGUAGE italiano (Impostazioni internazionali: italiano)
SYSTEM_MEMORY 16329.863MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 18761.863MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 445.758GB SYSTEM_FREEDISC_SPACE 83.079GB
SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 111.788GB SYSTEM_FREEDISC_SPACE 21.954GB
SYSTEM_STORAGE E:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 465.759GB SYSTEM_FREEDISC_SPACE 107.646GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS NVIDIA GeForce GTX 970
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP GeForce GTX 970
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 4043.500 MB
SYSTEM_GRAPHICS_SHARED_VRAM 8164.932 MB
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (144Hz)
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_3fbb9bb1983b9ed9\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_3fbb9bb1983b9ed9\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_3fbb9bb1983b9ed9\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_3fbb9bb1983b9ed9\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 26.21.0014.4219
SYSTEM_GRAPHICS_DRIVER_DATE 1/29/2020 01:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE Inglese
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_SOUND cuffie (Logitech G633 Gaming Headset)
SYSTEM_SOUND_DEVICE_ID {538C2BED-346B-43A1-9CA2-F03FF21C0A73}
SYSTEM_SOUND_DEVICE_NAME USBAUDIO.sys
SYSTEM_SOUND_DRIVER_VERSION 6.02.18362.0001
SYSTEM_SOUND_DRIVER_LANGUAGE Inglese
SYSTEM_SOUND_DRIVER_DATE 3/18/2019 00:00:00
SYSTEM_SOUND Realtek Digital Output (Realtek High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {1DEF52C5-305B-4E2C-AF65-03DE202ED2C6}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.0001.7801
SYSTEM_SOUND_DRIVER_LANGUAGE Inglese
SYSTEM_SOUND_DRIVER_DATE 4/19/2016 00:00:00
SYSTEM_SOUND casse (Realtek High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {791DBCCC-1740-49CE-9862-43206ACAC392}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.0001.7801
SYSTEM_SOUND_DRIVER_LANGUAGE Inglese
SYSTEM_SOUND_DRIVER_DATE 4/19/2016 00:00:00
SYSTEM_SOUND Altoparlanti (XSplit Stream Audio Renderer)
SYSTEM_SOUND_DEVICE_ID {98DD9965-9D2C-4DA1-9845-FFED668A9A3E}
SYSTEM_SOUND_DEVICE_NAME xspltspk.sys
SYSTEM_SOUND_DRIVER_VERSION 1.00.0000.0002
SYSTEM_SOUND_DRIVER_LANGUAGE Inglese
SYSTEM_SOUND_DRIVER_DATE 6/26/2014 00:00:00
SYSTEM_SOUND MSI MAG271C (High Definition Audio Device)
SYSTEM_SOUND_DEVICE_ID {C9849397-00E4-41A4-A13A-3C1EA3454D53}
SYSTEM_SOUND_DEVICE_NAME HdAudio.sys
SYSTEM_SOUND_DRIVER_VERSION 6.02.18362.0356
SYSTEM_SOUND_DRIVER_LANGUAGE Inglese
SYSTEM_SOUND_DRIVER_DATE 9/4/2019 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 Tastiera
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 128 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {FF9CBEA0-22E0-11E6-8002444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 652 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {FF9D0CC0-22E0-11E6-8003444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {FF9D0CC0-22E0-11E6-8004444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0266F8F0-B65F-11E6-8001444553540000}
SYSTEM_INPUT_NAME Corsair K70R Gaming Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 4096 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {A6427C30-C9FE-11E6-8002444553540000}
SYSTEM_INPUT_NAME Logitech G633 Gaming Headset
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 2 SYSTEM_GAMEPAD_BUTTON 9 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {A6433F80-C9FE-11E6-8003444553540000}
SYSTEM_INPUT_NAME Logitech G633 Gaming Headset
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {A643DBC0-C9FE-11E6-8004444553540000}
SYSTEM_INPUT_NAME Logitech G633 Gaming Headset
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0


-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-


Thanks