Hard Crashing During Specfic Effects

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10-25-2021, 01:22 AM
Trinean

Hard Crashing During Specfic Effects

Hello.

I'm getting hard crashes only during effects that seem to have something in common, but I can't figure it out. These crashes only occur with FFXIV, all other graphics-intensive games, videos, and such never give me any problems. This is solely to do with FFXIV, I could not replicate the results with anything else.

By hard crash I mean that:

-I get a black screen/no signal screen
-The audio becomes locked on a constant stutter of the last sound played
-I can't Alt+Tab out or open the Task Manager or anything at all
-The only way to stop it is to manually restart

The info on my system is:
-CPU: AMD Athlon X4 740 Quad Core Processor 3.20 GHz
-RAM: 16 GB DDR3
-GPU: AMD Radeon RX 480
-Windows 10
-DirectX11
-SSD

The scenes and effects that cause this all seem to deal with fire, smoke, and white magic effects (as in the color of the effect on screen is white/blue-white). The thing is, it isn't every instance of fire, smoke, or white magic. The crashes are always preceded by a framerate loss/skip.

Using SpeedFan I do know that during these scenes the heat of my GPU and CPU spikes, and it's likely the crash is due to overheating. But I do not understand what is causing that spike in temperature, as these effects are the only instances I can replicate with the heat spiking in such a way.

Some specific examples of instances where it may cause a crash:

-The final boss of Matoya's Relict, the Mother Porxie, uses an ability called "Open Flame" that places red reticles on each player, then explodes in circles of flames. When those flames appear, about halfway through the animation my system will lock up as I described up above.

-If looking in "The Unending Journey" menus of cutscenes, under "Main Scenario: Shadowbringers" > "Shadowbringers Main Scenario Quests" > the "Shadowbringers" tab at the bottom, and then slide the slider over once for "Cutscene 5": this is another that causes me to crash - guaranteed. Without using spoilers, there is a moment where a group of people begin to channel white beams. It is when the effects for these beams comes that my computer locks up.

-The second boss of The Grand Cosmos, Leannan Sith, uses an ability called "Ireful Wind". It is a large AoE that brings up large tornadoes of green-ish wind all across the arena. When the tornadoes first show, about halfway through their animation my system will lock up.

There are others, but those are the most reliable ones for testing.

I have tried:
-Completely reinstalling my graphics card driver, included using third party tools to clean out any trace of previous drivers, etc.
-I have changed all the settings in the FFXIV "System Configuration" graphics menu, even going down them one-by-one.
-I have tried windowed, borderless windowed, fullscreen, etc.
-Completely reinstalling DirectX11
-Tweaking setting in the Radeon software
-A complete FFXIV uninstall/reinstall
-Reformatting my system

My best guesses are it is something to do with a sort of combination incompatibility between DirectX11, my GPU/software, and FFXIV itself. I'm thinking maybe multiple redundant filterings are being layered between all of them, or something along those lines.

Any info or advice would be greatly appreciated.
10-25-2021, 04:56 AM
Jahf

I'm experiencing the exact same issues..

The info on my system is:
-CPU: Intel Core i9-9900K@3.60GHz
-RAM: 32GB
-GPU: NVidia GeFORCE RTX 2060 Super
-Windows 10
-DirectX11
-SSD

I've also tried all the steps listed that you've tried:
-Completely reinstalling my graphics card driver, included using third party tools to clean out any trace of previous drivers, etc.
-I have changed all the settings in the FFXIV "System Configuration" graphics menu, even going down them one-by-one.
-I have tried windowed, borderless windowed, fullscreen, etc.
-Completely reinstalling DirectX11
-Tweaking setting in the NVidia software
-A complete FFXIV uninstall/reinstall
-Reformatting my system
10-26-2021, 01:32 AM
Dynratygus

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

Can you submit a Final Fantasy XIV 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.
10-26-2021, 04:08 PM
Jahf

I'm experiencing the exact same issues..

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10-27-2021, 08:44 PM
Trinean

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

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SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 7/12/2021 20:00:00
SYSTEM_SOUND Speakers (High Definition Audio Device)
SYSTEM_SOUND_DEVICE_ID {20E5C2E0-8262-44C0-8849-F7A6351558A7}
SYSTEM_SOUND_DEVICE_NAME HdAudio.sys
SYSTEM_SOUND_DRIVER_VERSION 10.0.19041.264
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 5/8/2020 20:00:00
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 {446D7650-EBAF-11EA-800B444553540000}
SYSTEM_INPUT_NAME Razer Basilisk
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 573 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {4637AF00-EBAF-11EA-800C444553540000}
SYSTEM_INPUT_NAME Razer Basilisk
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {4637D610-EBAF-11EA-800D444553540000}
SYSTEM_INPUT_NAME Razer Basilisk
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {4637FD20-EBAF-11EA-800E444553540000}
SYSTEM_INPUT_NAME Razer Basilisk
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {328D32E0-EBAF-11EA-8005444553540000}
SYSTEM_INPUT_NAME Joystick (Razer Tartarus V2)
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 6 SYSTEM_GAMEPAD_BUTTON 24 SYSTEM_GAMEPAD_FOV 1
SYSTEM_INPUT {33BD9C90-EBAF-11EA-8006444553540000}
SYSTEM_INPUT_NAME HID-compliant consumer control device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1024 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {33BDEAB0-EBAF-11EA-8007444553540000}
SYSTEM_INPUT_NAME Razer Tartarus V2
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 573 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {33BE38D0-EBAF-11EA-8008444553540000}
SYSTEM_INPUT_NAME Razer Tartarus V2
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {353D37B0-EBAF-11EA-8009444553540000}
SYSTEM_INPUT_NAME Razer Tartarus V2
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {366F2800-EBAF-11EA-800A444553540000}
SYSTEM_INPUT_NAME Razer Tartarus V2
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {471F9E00-EBAF-11EA-800F444553540000}
SYSTEM_INPUT_NAME HID-compliant consumer control device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1024 SYSTEM_GAMEPAD_FOV 0

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

FFXIVLauncher
Discord
Settings
Microsoft Text Input Application
Settings
Hard Crashing During Specfic Effects — Mozilla Firefox

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

Battle.net
Creation Kit: Fallout 4
LAME v3.99.3 (for Windows)
Microsoft Edge
Microsoft Edge Update
Notepad++ (32-bit x86)
Overwatch
Razer Synapse
SpeedFan (remove only)
Microsoft Visual C++ 2019 X86 Minimum Runtime - 14.24.28127
Microsoft Visual C++ 2012 Redistributable (x86) - 11.0.61030
Bethesda.net Launcher
Java Auto Updater
Ant Video downloader (Native messaging host)
Microsoft Visual C++ 2015-2019 Redistributable (x64) - 14.28.29913
Web Companion
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.6161
OpenOffice 4.1.7
Adobe Refresh Manager
Adobe Acrobat Reader DC
Microsoft Visual C++ 2012 x86 Additional Runtime - 11.0.61030
Microsoft Visual C++ 2012 x86 Minimum Runtime - 11.0.61030
LOOT version 0.16.0
Microsoft Visual C++ 2012 Redistributable (x64) - 11.0.61030
Microsoft Visual C++ 2015-2019 Redistributable (x86) - 14.24.28127
Microsoft Visual C++ 2019 X86 Additional Runtime - 14.24.28127
7-Zip 19.00 (x64)
AMD Software
GIMP 2.10.20
Mozilla Firefox (x64 en-US)
Mozilla Maintenance Service
Fallout 4
FINAL FANTASY XIV Online
Monster Hunter: World
VLC media player
WinRAR 5.91 (64-bit)
AMD DVR64
Java 8 Update 301 (64-bit)
Microsoft Update Health Tools
Microsoft Visual C++ 2012 x64 Additional Runtime - 11.0.61030
OpenShot Video Editor version 2.5.1
Microsoft Visual C++ 2008 Redistributable - x64 9.0.30729.6161
Microsoft Visual C++ 2019 X64 Additional Runtime - 14.28.29913
AMD Settings
AMD WVR64
Branding64
Microsoft Visual C++ 2012 x64 Minimum Runtime - 11.0.61030
Microsoft Visual C++ 2019 X64 Minimum Runtime - 14.28.29913

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

C:\Games\Steam\Steam.exe 000009F8
C:\Games\Steam\bin\cef\cef.win7x64\steamwebhelper.exe 00002010
C:\Games\Steam\steamapps\common\FINAL FANTASY XIV Online\boot\ffxivlauncher.exe 00002E28
C:\Games\Steam\steamapps\common\FINAL FANTASY XIV Online\boot\ffxivsysinfo64.exe 00002984
C:\Program Files (x86)\Common Files\Java\Java Update\jucheck.exe 00000494
C:\Program Files (x86)\Common Files\Java\Java Update\jusched.exe 00001D50
C:\Program Files (x86)\Razer\Synapse3\Service\..\UserProcess\Razer Synapse Service Process.exe 00000BB4
C:\Program Files\AMD\CNext\CNext\AMDRSSrcExt.exe 000010A8
C:\Program Files\AMD\CNext\CNext\QtWebEngineProcess.exe 00000560
C:\Program Files\AMD\CNext\CNext\Radeonsoftware.exe 00001E40
C:\Program Files\AMD\CNext\CNext\cncmd.exe 00001308
C:\Program Files\Mozilla Firefox\firefox.exe 00002D54
C:\Program Files\WindowsApps\Microsoft.Windows.Photos_2021.21090.10007.0_x64__8wekyb3d8bbwe\Microsoft.Photos.exe 00001F40
C:\Program Files\WindowsApps\Microsoft.YourPhone_1.21084.79.0_x64__8wekyb3d8bbwe\YourPhone.exe 00001A04
C:\Users\Todd\AppData\Local\Discord\app-1.0.9003\Discord.exe 000018CC
C:\WINDOWS\Explorer.EXE 00001584
C:\WINDOWS\SystemApps\Microsoft.LockApp_cw5n1h2txyewy\LockApp.exe 00001384
C:\WINDOWS\SystemApps\Microsoft.Windows.Search_cw5n1h2txyewy\SearchApp.exe 00001898
C:\WINDOWS\SystemApps\Microsoft.Windows.StartMenuExperienceHost_cw5n1h2txyewy\StartMenuExperienceHost.exe 00001394
C:\WINDOWS\SystemApps\MicrosoftWindows.Client.CBS_cw5n1h2txyewy\InputApp\TextInputHost.exe 00001F58
C:\WINDOWS\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe 00000AC8
C:\WINDOWS\system32\ApplicationFrameHost.exe 00002318
C:\WINDOWS\system32\DllHost.exe 00001B20
C:\WINDOWS\system32\backgroundTaskHost.exe 00002E48
C:\WINDOWS\system32\sihost.exe 00001084
C:\WINDOWS\system32\svchost.exe 0000258C
C:\WINDOWS\system32\taskhostw.exe 00001148
C:\Windows\ImmersiveControlPanel\SystemSettings.exe 0000265C
C:\Windows\System32\CompPkgSrv.exe 000000EC
C:\Windows\System32\RuntimeBroker.exe 000020BC
C:\Windows\System32\SystemSettingsBroker.exe 000011B4
C:\Windows\System32\oobe\UserOOBEBroker.exe 00001094
10-30-2021, 02:01 AM
Dynratygus

Greetings and thank you for the reply,

I suggest to perform a clean boot by opening the task manager and selecting the 'Start up' Tab. Then, Disable everything and then restart the PC. You may want try switching to DirectX9 by selecting the ‘Config’ button on the launcher.

Could you try using a registry cleaner such as CC cleaner? It will run and remove files that may have been left behind by installation another activity on the PC. To so, please remove the game and then restart the PC. Run the registry cleaner and then restart the computer. Once the computer has been reset please reinstall the game again. After reinstalling the game, please restart the PC once more. Once the PC has been reset, please launch the game.

Thank you for visiting the Final Fantasy Technical Support Forums
11-02-2021, 06:14 PM
Dan_Morgenstern

Were you able to fix the issue? It sounds very similar to mine.
Cheers. :)
11-03-2021, 02:37 AM
Trinean

Hello again

I've ran CCleaner and that so far seems to have helped with some of the effects, such as the "Open Flame" ability from the Matoya's Relict boss.

I also tried switching to DirectX9, but that made no difference as far as I could tell.

The clean boot also didn't seem to have any effect.

The problem with white/blue effects remains, such as in the cutscene I already listed above, or during the intermission cutscene of "Eden's Verse: Refulgence". These cutscenes still manage to hard crash everything.
11-03-2021, 05:44 AM
Dan_Morgenstern

Could you test if this issue also happens if you play "The Jade Stoa" Trial? It's my testing ground currently.

Also try if it happens while you have no Discord/Firefox open. For some reason these effect crashes happen for me only in these instances if I watch/stream to Twitch/Discord and open a lot of tabs.

So far this issue only occurs in "The Jade Stoa" Trial and "The Delubrum Reginae" Boss Nr3 Bomb Effect. But tbh. since this occurred I'm afraid to play Trials and Group content, since I don't want to spoil anyone's run with me dropping out.

Hard crashes seem to be reported way more often these days, because of effects and such. It's wild. So many different systems and for most people ONLY FFXIV is causing this issue.
11-06-2021, 02:17 AM
Thukoolo

Good morning everyone!

I apologize for the delay in my response to this issue. Just to clarify a bit more on the situation, does this issue only happen to one character or all characters?
Have you attempted to cap the FPS to see if this may help the issue? Does the game crash when no other programs are running in the background? Furthermore, please be sure that any anti-virus software you have has the appropriate exceptions for Final Fantasy XIV. Lastly, please disable Full Screen Optimizations to see if this may make a difference. To disable this feature, please find the "ffxiv_dx11.exe" and right click it and select properties. Then under the compatibility tab, there will be a check box labeled "Disable Full Screen Optimizations". Check it and click apply.

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

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