Hard Freezes on 2 Separate, Identical Windows PCs

Good morning

We recently bought two completely new identical PCs for my kids and created two new trial accounts for them in FFXIV.
Both new PCs suffer from the exact same problem: At some point during play, or even when the intro cinematic is running, the entire PC completely freezes (audio gets stuck, no mouse movement, no keyboard reaction) and only a hard reset can get it back to life.
We have 4 PCs in total: 2 running FFXIV without any problems, 2 crashing.

Additional info:
- Only FFXIV exhibits this behaviour, other games run without any problems
- The Shadowbringers benchmark seems to run without any issues (also at highest settings, several loops)
- Windows 10 event log shows nothing helpful
- Monitored temperatures, nothing's overheating
- No visible spikes in any resource requirement before the crash
- Can't be a hardware defect, unless the two machines have exactly the same defect (which is highly unlikely)

We've already tried the following:
- Windowed mode/full screen mode switch
- Running in Windows 8 compatibility mode
- Disabled full screen optimisations
- Running in lowest quality settings (Standard (Laptop))
- Clean boot (switched off all startup apps, except for the defender icon)
- Tried latest video drivers
- Tried older drivers (which are installed on one of the working machines)
- Always used DDU to uninstall previous drivers
- Uninstalled and re-installed FFXIV
- Disabled all audio devices, except for one
- Disabled all audio devices
- Used various setups for frame rate caps (maybe there's a magic one?)

I've attached the system info below. We were going to play together as four, but unfortunately FFXIV is currently unplayable on the two new machines, which is a shame. And as mentioned above, only FFXIV, the game itself, seems to have this problem.

I hope you can help us with this.


[edit] missing a word


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

MyDocument C:\Users\andre\Documents
FINAL FANTASY XIV - A Realm Reborn Language 1 Region 3
ProxyEnable 0
ProxyServer unspecified
ProxyOverride unspecified


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

SYSTEM_OS Windows 10 Home 64-bit (6.2, Build 9200) (18362.19h1_release.190318-1202)
SYSTEM_CPU Intel(R) Core(TM) i7-8700 CPU @ 3.20GHz (12 CPUs), ~3.2GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 12 SYSTEM_CORE_PHYSICS 6
SYSTEM_BIOS 360H4W0X.115
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 16309.629MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 19253.629MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 236.385GB SYSTEM_FREEDISC_SPACE 63.508GB
SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 1823.016GB SYSTEM_FREEDISC_SPACE 1822.859GB
SYSTEM_STORAGE E:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 40.000GB SYSTEM_FREEDISC_SPACE 23.435GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS NVIDIA GeForce GTX 1060 6GB
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP GeForce GTX 1060 6GB
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 6052.000 MB
SYSTEM_GRAPHICS_SHARED_VRAM 8154.814 MB
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1200 (32 bit) (59Hz)
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_db678424d2641c3d\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_db678424d2641c3d\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_db678424d2641c3d\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_db678424d2641c3d\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 26.21.0014.3200
SYSTEM_GRAPHICS_DRIVER_DATE 7/24/2019 01:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_SOUND Speakers (Realtek(R) Audio)
SYSTEM_SOUND_DEVICE_ID {00ED8982-7AAE-497E-9DDD-E3BACCE094A2}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.8757.0001
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 7/17/2019 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 Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 128 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {2A7C72D0-3EF5-11EA-8001444553540000}
SYSTEM_INPUT_NAME G203 Prodigy Gaming Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 652 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {2A7D0F10-3EF5-11EA-8002444553540000}
SYSTEM_INPUT_NAME USB Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {2A7D8440-3EF5-11EA-8003444553540000}
SYSTEM_INPUT_NAME G203 Prodigy Gaming Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {2A7E4790-3EF5-11EA-8006444553540000}
SYSTEM_INPUT_NAME USB Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 24 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {2A7DAB50-3EF5-11EA-8004444553540000}
SYSTEM_INPUT_NAME G203 Prodigy Gaming Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {2A7DF970-3EF5-11EA-8005444553540000}
SYSTEM_INPUT_NAME G203 Prodigy Gaming Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {2A7E6EA0-3EF5-11EA-8008444553540000}
SYSTEM_INPUT_NAME Texas Instruments USBtoI2C Solution
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0


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

FFXIVLauncher
Technical Support - Post New Thread - Mozilla Firefox
Microsoft Text Input Application
Mail
Inbox - Mail
Settings
Settings
Microsoft Store
Microsoft Store


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

Battle.net
CyberLink PowerRecover
World of Warcraft
Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.30501
Microsoft Visual C++ 2013 x86 Minimum Runtime - 12.0.21005
FINAL FANTASY XIV ONLINE
Microsoft Visual C++ 2017 Redistributable (x86) - 14.13.26020
Microsoft Visual C++ 2017 Redistributable (x64) - 14.13.26020
Microsoft Visual C++ 2017 x86 Additional Runtime - 14.13.26020
Microsoft Visual C++ 2017 x86 Minimum Runtime - 14.13.26020
Realtek High Definition Audio Driver
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.30501
Microsoft Visual C++ 2013 x86 Additional Runtime - 12.0.21005
Logitech Gaming Software 9.00
Mozilla Firefox 72.0.2 (x64 en-US)
Mozilla Maintenance Service
SupportAPP
Microsoft Visual C++ 2017 x64 Minimum Runtime - 14.13.26020
CyberLink PowerRecover
Intel® Optane™ Pinning Explorer Extensions
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 432.00
NVIDIA Graphics Driver 432.00
NVIDIA 3D Vision Controller Driver 390.41
NVIDIA Optimus Update 31.2.0.0
NVIDIA PhysX System Software 9.19.0218
DisplayDriverAnalyzer
NVIDIA HD Audio Driver 1.3.38.16
NVIDIA Install Application
NVIDIA Display Container
NVIDIA Display Container LS
NVIDIA Display Watchdog Plugin
NVIDIA Display Session Container
NVIDIA Telemetry Client
NVIDIA Telemetry Container
NVIDIA Update Core
Microsoft Visual C++ 2017 x64 Additional Runtime - 14.13.26020


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

C:\Program Files (x86)\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivlauncher.exe 00002494
C:\Program Files (x86)\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivsysinfo64.exe 000010B0
C:\Program Files\Mozilla Firefox\firefox.exe 000026BC
C:\Program Files\WindowsApps\Microsoft.SkypeApp_14.56.102.0_x64__kzf8qxf38zg5c\SkypeApp.exe 00001BB8
C:\Program Files\WindowsApps\Microsoft.SkypeApp_14.56.102.0_x64__kzf8qxf38zg5c\SkypeBackgroundHost.exe 00001BE4
C:\Program Files\WindowsApps\Microsoft.WindowsStore_12001.1001.5.0_x64__8wekyb3d8bbwe\WinStore.App.exe 00002394
C:\Program Files\WindowsApps\Microsoft.XboxGamingOverlay_3.37.29002.0_x64__8wekyb3d8bbwe\GameBar.exe 00002648
C:\Program Files\WindowsApps\Microsoft.XboxGamingOverlay_3.37.29002.0_x64__8wekyb3d8bbwe\GameBarFT.exe 00002498
C:\Program Files\WindowsApps\Microsoft.XboxGamingOverlay_3.37.29002.0_x64__8wekyb3d8bbwe\GameBarFTServer.exe 000027B8
C:\Program Files\WindowsApps\microsoft.windowscommunicationsapps_16005.12430.20136.0_x64__8wekyb3d8bbwe\HxOutlook.exe 00001B88
C:\Program Files\WindowsApps\microsoft.windowscommunicationsapps_16005.12430.20136.0_x64__8wekyb3d8bbwe\HxTsr.exe 00001440
C:\WINDOWS\Explorer.EXE 00000D60
C:\WINDOWS\System32\svchost.exe 00001F7C
C:\WINDOWS\system32\ApplicationFrameHost.exe 0000237C
C:\WINDOWS\system32\DllHost.exe 000008AC
C:\WINDOWS\system32\SettingSyncHost.exe 00001B70
C:\WINDOWS\system32\sihost.exe 000013E4
C:\WINDOWS\system32\svchost.exe 0000119C
C:\WINDOWS\system32\taskhostw.exe 00000D44
C:\Windows\ImmersiveControlPanel\SystemSettings.exe 000028B4
C:\Windows\System32\CompPkgSrv.exe 000020AC
C:\Windows\System32\RuntimeBroker.exe 00002770
C:\Windows\System32\SecurityHealthSystray.exe 000021F0
C:\Windows\System32\smartscreen.exe 00001774
C:\Windows\SystemApps\InputApp_cw5n1h2txyewy\WindowsInternal.ComposableShell.Experiences.TextInput.InputApp.exe 00002500
C:\Windows\SystemApps\Microsoft.Windows.Cortana_cw5n1h2txyewy\SearchUI.exe 000018F4
C:\Windows\SystemApps\Microsoft.Windows.StartMenuExperienceHost_cw5n1h2txyewy\StartMenuExperienceHost.exe 00000BB4

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

Were the PC's purchased pre-built? Has there been anything new installed on the PC's besides the game? I would also like to recommend updating the drivers as I noticed that your graphics card drivers are a little out of date and newer patches (even for the Free Trial) are going to utilize newer driver versions.

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

Hi Rhaervis
Thanks for the reply!

The PCs were pre-built (Medion Akoya P67045).
If i remember correctly, I installed the following things before FFXIV:
- Firefox
- Logitech Gaming Software
- Latest Nvidia drivers (without Geforce Experience)
- Other games before FFXIV: League of Legends

Later I uninstalled the Nvidia drivers again and put an earlier version on (one that's running FFXIV without problems on a different machine).

I will update the drivers again to the latest version.

I do have an update to the situation, however:
Today we were able to play together without crashing for 2-3 hours in total. The change I made was: I set Vsync in the NVidia control panel to "off" and also switched off the frame limiter inside of the game.
In the end, one of the PCs crashed again after a long time. The other one didn't crash at all.

So switching off vsync and frame limiters improved the situation significantly, but apparently didn't fully resolve it.
I didn't do any further testing, but it's a bit weird that the game is so sensitive to these settings on these two machines.
(As a side note, on my own PC I didn't have to do any trickery with such settings, the game just ran).