Can no longer log in with a specific character after entering a new area
Date & Time: Began 28/04/2021 5pm
Frequency: Every time
World name: Mateus
Character name: Nunui Nui
Retainer name: N/A
NPC name: N/A
Monster name: N/A
Class/Level: Level 71 WHM
Party or solo: Solo
In-game time: Any
Area and coordinates: The Prima Vista Tiring Room
Housing: N/A
Steps:
1. Accepted quest "Dramatis Personae" in Kugane
2. During loading screen to The Prima Vista Tiring Room (where my character is currently located according to the character selection menu, even though I never loaded into it) the game closed with no error message.
3. Now any attempt to log in with this specific character causes the game to close shortly after the loading screen has begun, once again with no error message.
Other characters I have created are not affected and play fine, and my game was also running with no problems for months prior to this. Following all the advice I received from customer support such as updating, changing various settings, various reinstallations, deleting the locally-saved data folder etc has had no effect. I also waited several days to try logging in again following further advice that it might be a server-side issue but the problem still continues. I basically cannot get back in with my character anymore as every attempt means trying to load into this new area which boots me right back out. Thank you for your time.
-=-=-=-=-=-=- System Information -=-=-=-=-=-=-
SYSTEM_OS Windows 10 Home 64-bit (6.2, Build 9200) (19041.vb_release.191206-1406)
SYSTEM_CPU Intel(R) Core(TM) i5-7200U CPU @ 2.50GHz (4 CPUs), ~2.7GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 4 SYSTEM_CORE_PHYSICS 2
SYSTEM_BIOS F.10
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 8077.223MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 11661.223MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 118.009GB SYSTEM_FREEDISC_SPACE 39.370GB
SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 931.483GB SYSTEM_FREEDISC_SPACE 580.208GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS Intel(R) HD Graphics 620
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP Intel(R) HD Graphics Family
SYSTEM_GRAPHICS_MAKER Intel Corporation
SYSTEM_GRAPHICS_VRAM 128.000 MB
SYSTEM_GRAPHICS_SHARED_VRAM 4038.611 MB
SYSTEM_GRAPHICS_DAC Internal
SYSTEM_GRAPHICS_DISPLAY_MODE 1366 x 768 (32 bit) (60Hz)
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\ki128824.inf_amd64_e40269bb8a74197d\igdumdim64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\ki128824.inf_amd64_e40269bb8a74197d\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\ki128824.inf_amd64_e40269bb8a74197d\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\ki128824.inf_amd64_e40269bb8a74197d\igd12umd64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 24.20.0100.6194
SYSTEM_GRAPHICS_DRIVER_DATE 6/20/2018 01:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_SOUND Headphones (LE_WH-1000XM3 Stereo)
SYSTEM_SOUND_DEVICE_ID {0618C483-4E67-403C-B563-6AA795AD6784}
SYSTEM_SOUND_DEVICE_NAME BthA2dp.sys
SYSTEM_SOUND_DRIVER_VERSION 10.0.19041.1
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 12/6/2019 01:00:00
SYSTEM_SOUND Headset (LE_WH-1000XM3 Hands-Free AG Audio)
SYSTEM_SOUND_DEVICE_ID {74E973ED-E644-4EA3-9A0F-57646FB5DCD4}
SYSTEM_SOUND_DEVICE_NAME BthHfAud.sys
SYSTEM_SOUND_DRIVER_VERSION 10.0.19041.1
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 12/6/2019 01:00:00
SYSTEM_SOUND Speaker/Headphone (Realtek High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {5ABACA05-22F8-4519-B090-4B67912A1153}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.0.1.8554
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 10/15/2018 01:00:00
SYSTEM_INPUT {6F1D2B60-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 3 SYSTEM_GAMEPAD_BUTTON 5 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 {0089ED10-0C9D-11EB-8001444553540000}
SYSTEM_INPUT_NAME 2.4G Wireless Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {9BC64E40-2AD7-11E8-8002444553540000}
SYSTEM_INPUT_NAME HP Wireless Button Driver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0