game crashes when i start cutscene dx11.exe error

started patch 5.1 without any issues, cutscenes played and dungeons ran without an issue, but when i got to the quest 'good for the soul' in amh araeng the game started crashing right as the cutscene started playing with the error message :

An unexpected error has occurred. Exiting FINAL FANTASY XIV.
2020-03-26_11:14

ffxiv_dx11.exe+12C33ED
ffxiv_dx11.exe+6161C
ffxiv_dx11.exe+5FCA3
ffxiv_dx11.exe+120FA90
ffxiv_dx11.exe+121113F
ffxiv_dx11.exe+1213BF5
ffxiv_dx11.exe+45359C
ffxiv_dx11.exe+18D1C2

tried clean boot and restarting. pretty sure the graphics drivers are up to date. i also dont seem to have this issue with most other cutscenes ( only other one so far was the cutscene directly before the nier raid is made available in duty finder ). anyone have any suggestions on how to fix this?

system information :

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

MyDocument C:\Users\Name\Documents
FINAL FANTASY XIV ONLINE E:\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) (19041.vb_release.191206-1406)
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 1.13.0
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 16178.277MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 18610.277MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 105.034GB SYSTEM_FREEDISC_SPACE 34.023GB
SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 931.387GB SYSTEM_FREEDISC_SPACE 901.937GB
SYSTEM_STORAGE E:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 1862.958GB SYSTEM_FREEDISC_SPACE 1856.789GB
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 8089.139 MB
SYSTEM_GRAPHICS_DAC Internal
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (60Hz)
SYSTEM_GRAPHICS_DRIVER C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_4e0d0dbbb33e7306\igdumdim64.dll,C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_4e0d0dbbb33e7306\igd10iumd64.dll,C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_4e0d0dbbb33e7306\igd10iumd64.dll,C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_4e0d0dbbb33e7306\igd12umd64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 26.20.0100.7262
SYSTEM_GRAPHICS_DRIVER_DATE 9/24/2019 17:00:00
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 with Max-Q Design
SYSTEM_GRAPHICS_DEVICE Unknown
SYSTEM_GRAPHICS_CHIP GeForce GTX 1060 with Max-Q Design
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 14141 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\nvdm.inf_amd64_32819e46e0a74605\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvdm.inf_amd64_32819e46e0a74605\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvdm.inf_amd64_32819e46e0a74605\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvdm.inf_amd64_32819e46e0a74605\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 25.21.0014.1972
SYSTEM_GRAPHICS_DRIVER_DATE 3/17/2019 17:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English

SYSTEM_GRAPHICS_PIXEL_SHADER
SYSTEM_GRAPHICS_VERTEX_TEXTURE
SYSTEM_SOUND Headset Earphone (Wireless Controller)
SYSTEM_SOUND_DEVICE_ID {E745D40E-9B62-47E5-A74E-016F307E1093}
SYSTEM_SOUND_DEVICE_NAME USBAUDIO.sys
SYSTEM_SOUND_DRIVER_VERSION 10.0.19041.388
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 7/6/2020 17:00:00
SYSTEM_SOUND Speakers/Headphones (Realtek(R) Audio)
SYSTEM_SOUND_DEVICE_ID {80F767D1-D342-4AC1-85FF-3345F8C0D139}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.0.1.8642
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 2/21/2019 17:00:00
SYSTEM_INPUT {6F1D2B60-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 3 SYSTEM_GAMEPAD_BUTTON 3 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 {C20F1D20-9B66-11E8-8002444553540000}
SYSTEM_INPUT_NAME Intel(R) HID Event Filter
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {C21055A0-9B66-11E8-8005444553540000}
SYSTEM_INPUT_NAME Intel(R) HID Event Filter
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 5 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {C21118F0-9B66-11E8-8007444553540000}
SYSTEM_INPUT_NAME HIDI2C Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {5F1B19E0-9BCE-11E8-8001444553540000}
SYSTEM_INPUT_NAME Wireless Controller
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 6 SYSTEM_GAMEPAD_BUTTON 14 SYSTEM_GAMEPAD_FOV 1
SYSTEM_INPUT {C211DC40-9B66-11E8-8009444553540000}
SYSTEM_INPUT_NAME Converted Portable Device Control device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {C212C6A0-9B66-11E8-800B444553540000}
SYSTEM_INPUT_NAME Converted Portable Device Control device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {C21362E0-9B66-11E8-800D444553540000}
SYSTEM_INPUT_NAME HIDI2C Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0


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

Having Problems With Directx11 Causing The Game To Crash On Me Help | Ultima Linkshell - Google Chrome
FFXIVLauncher
Steam
My Games
Steam - News (1 of 4)
Microsoft Text Input Application
Microsoft Store
Microsoft Store


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

Intel(R) HID Event Filter
Battle.net
Dropbox
Google Chrome
Microsoft Edge
Microsoft Edge Update
McAfee LiveSafe
NVIDIA Stereoscopic 3D Driver
Overwatch
Steam
Toolkit
Intel(R) Wireless Bluetooth(R)
Intel(R) Trusted Connect Services Client
Intel® PROSet/Wireless Software
Dropbox Update Helper
Intel Driver && Support Assistant
Microsoft Visual C++ 2013 x86 Minimum Runtime - 12.0.21005
FINAL FANTASY XIV ONLINE
Thunderbolt™ Software
McAfee WebAdvisor
Intel® Driver & Support Assistant
Intel(R) Chipset Device Software
Dell Update
Google Update Helper
Intel(R) Dynamic Platform and Thermal Framework
Microsoft Visual C++ 2015 x86 Additional Runtime - 14.0.24215
Gyazo 4.1.2.0
Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.21005
Dell Update - SupportAssist Update Plugin
Dell Digital Delivery
Microsoft VC++ redistributables repacked.
Microsoft Visual C++ 2015 x86 Minimum Runtime - 14.0.24215
Intel(R) Trusted Connect Service Client x86
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.21005
Microsoft Visual C++ 2015 Redistributable (x64) - 14.0.24215
Microsoft Visual C++ 2015 Redistributable (x86) - 14.0.24215
Intel(R) Processor Graphics
Realtek High Definition Audio Driver
Microsoft Visual C++ 2013 x86 Additional Runtime - 12.0.21005
FINAL FANTASY XIV Online
Vulkan Run Time Libraries 1.0.65.0
Vulkan Run Time Libraries 1.0.65.1
Dell Power Manager Service
Intel(R) Management Engine Components
Killer Ethernet Performance Driver Suite UWD
Intel® Optane™ Pinning Explorer Extensions
Update for Windows 10 for x64-based Systems (KB4023057)
Update for Windows 10 for x64-based Systems (KB4480730)
Intel(R) Rapid Storage Technology
Intel(R) Management Engine Driver
Microsoft Visual C++ 2015 x64 Minimum Runtime - 14.0.24215
Windows Setup Remediations (x64) (KB4023057)
Intel(R) Rapid Storage Technology
Intel(R) Management Engine Components
Intel(R) PRO/Wireless Driver
Microsoft VC++ redistributables repacked.
Microsoft Visual C++ 2013 x64 Additional Runtime - 12.0.21005
Microsoft Visual C++ 2013 x64 Minimum Runtime - 12.0.21005
Dell Mobile Connect Drivers
NVIDIA Ansel
NVIDIA 3D Vision Driver 419.72
NVIDIA Control Panel 419.72
NVIDIA Graphics Driver 419.72
NVIDIA GeForce Experience 3.12.0.84
NVIDIA Optimus Update 31.0.11.0
NVIDIA PhysX System Software 9.17.0524
NVIDIA Update 31.0.11.0
NVIDIA SHIELD Streaming
NVIDIA HD Audio Driver 1.3.35.1
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 3.12.0.84
NVIDIA SHIELD Wireless Controller Driver
NVIDIA Update Core
NVIDIA Virtual Audio 4.04.0
SmartByte Drivers and Services
Intel(R) Chipset Device Software
Intel(R) Trusted Connect Service Client x64
Intel(R) Management Engine Components
Intel(R) Computing Improvement Program
Intel® PROSet/Wireless WiFi Software
Dell Update - SupportAssist Update Plugin
Microsoft Visual C++ 2015 x64 Additional Runtime - 14.0.24215
UpdateAssistant
DSC/AA Factory Installer


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

C:\Program Files (x86)\Google\Chrome\Application\chrome.exe 00002820
C:\Program Files (x86)\Intel\Driver and Support Assistant\DSATray.exe 000032B0
C:\Program Files (x86)\Steam\Steam.exe 000019A0
C:\Program Files (x86)\Steam\bin\cef\cef.win7\steamwebhelper.exe 000045D4
C:\Program Files (x86)\Toolkit\Toolkit.exe 00003378
C:\Program Files\Common Files\McAfee\ModuleCore\ModuleCoreService.exe 00000324
C:\Program Files\Common Files\McAfee\Platform\McUICnt.exe 00003B24
C:\Program Files\Intel\SUR\QUEENCREEK\x64\esrv.exe 0000392C
C:\Program Files\McAfee\WebAdvisor\UIHost.exe 00000E64
C:\Program Files\McAfee\WebAdvisor\browserhost.exe 000022D8
C:\Program Files\WindowsApps\Microsoft.WindowsStore_12007.1001.2.0_x64__8wekyb3d8bbwe\WinStore.App.exe 000029B4
C:\Program Files\WindowsApps\Microsoft.XboxGamingOverlay_5.320.6242.0_x64__8wekyb3d8bbwe\GameBar.exe 000016F4
C:\Program Files\WindowsApps\Microsoft.YourPhone_1.20062.97.0_x64__8wekyb3d8bbwe\YourPhone.exe 00002894
C:\Users\Name\AppData\Local\Microsoft\OneDrive\20.114.0607.0002\FileCoAuth.exe 00003FE0
C:\Users\Name\AppData\Local\Microsoft\OneDrive\OneDrive.exe 00003124
C:\Users\Name\Documents\My Games\FINAL FANTASY XIV - A Realm Reborn\downloads\ffxivupdater.exe 00001C10
C:\WINDOWS\Explorer.EXE 00001CD0
C:\WINDOWS\System32\DriverStore\FileRepository\cui_dch.inf_amd64_f3a64c75ee4defb7\igfxEM.exe 00001EA0
C:\WINDOWS\SystemApps\Microsoft.Windows.StartMenuExperienceHost_cw5n1h2txyewy\StartMenuExperienceHost.exe 00002358
C:\WINDOWS\system32\ApplicationFrameHost.exe 0000222C
C:\WINDOWS\system32\DllHost.exe 00003FAC
C:\WINDOWS\system32\SearchFilterHost.exe 00002C7C
C:\WINDOWS\system32\SettingSyncHost.exe 00002938
C:\WINDOWS\system32\backgroundTaskHost.exe 00003EF4
C:\WINDOWS\system32\cmd.exe 00003210
C:\WINDOWS\system32\conhost.exe 00001BD0
C:\WINDOWS\system32\ctfmon.exe 00001EE8
C:\WINDOWS\system32\sihost.exe 00001B2C
C:\WINDOWS\system32\svchost.exe 000011E0
C:\WINDOWS\system32\taskhostw.exe 00001D10
C:\WINDOWS\system32\wbem\unsecapp.exe 00003648
C:\Windows\System32\CompPkgSrv.exe 00003FE8
C:\Windows\System32\DriverStore\FileRepository\wavesapo.inf_amd64_043a570d84e7e965\WavesSvc64.exe 00003078
C:\Windows\System32\RtkAudUService64.exe 000030D4
C:\Windows\System32\RuntimeBroker.exe 0000443C
C:\Windows\System32\SecurityHealthSystray.exe 00000B70
C:\Windows\SystemApps\Microsoft.LockApp_cw5n1h2txyewy\LockApp.exe 000029A8
C:\Windows\SystemApps\Microsoft.Windows.Search_cw5n1h2txyewy\SearchApp.exe 00002444
C:\Windows\SystemApps\MicrosoftWindows.Client.CBS_cw5n1h2txyewy\InputApp\TextInputHost.exe 00003F20
E:\SteamLibrary\steamapps\common\FINAL FANTASY XIV Online\boot\ffxivlauncher.exe 0000200C
E:\SteamLibrary\steamapps\common\FINAL FANTASY XIV Online\boot\ffxivsysinfo64.exe 0000450C

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

Have any changes happened to the device before the issue began? We would also like to recommend several other troubleshooting steps:

1) Make sure that your hardware is not overheating and remove any overclocks you may have on your graphics card or processor. Please check that any fans or vents are clear of blocks.
2) Disable any additional programs that could cause interference with the game itself including chat programs. Also, remove any custom configurations made using graphics driver-level programs.
3) Turn off Fullscreen Optimizations. Find the executable file for the game (normally found in the install folder), right-click it and select 'Properties'. Under the 'Compatibility' tab, check the box labeled 'Disable Fullscreen Optimizations', then click 'Apply'.
4) Remove any unnecessary USB or audio devices (controllers, headphones, flash drives etc.)
5) Update and reinstall the drivers for your graphics card
6) Perform a clean boot by opening the task manager and select the 'Start up' Tab. Disable everything
7) Install Windows, Steam and FINAL FANTASY XIV onto the same drive.

Thank you for visiting the Final Fantasy XIV Technical Support Forums

this issue occured within the same play session that i ended 5.0 and started 5.1 in, so nothing could have changed within the device to my knowledge. the temperature is fine and nothing is overheating, and all other programs have been quit completely. fullscreen optimizations are turned off and ive completely updated the drivers that i could. tried a clean boot and a complete reinstall of the game. the issue is still persisting

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

Unfortunately, the device information in the provided System Report does indicate that the laptop being used does not meet the minimum specifications required to play FINAL FANTASY XIV most notably the Intel(R) HD Graphics Family chipset. We do not support Intel graphics cards for FINAL FANTASY XIV. However, I did notice there is an NVIDIA device that is not listed as the primary graphics card. This suggests that you may be running NVIDIA Optimus which controls whether your system utilizes the base Intel card or the NVIDIA card to conserve battery power. Please try disabling NVIDIA Optimus and see if the error persists. For instructions on how to force the NVIDIA card to be enabled or to disable Optimus, please contact NVIDIA Support.

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

Hi, did you manage to get sorted? If so what worked? I just started having this exact same issue last night and today except with the quest "into the dark" in Rak'Tika. The rest of the game runs perfectly as soon as I click to initiate the quest I get that same crash