PS4: wierd window/menu interaction problem

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Date & Time: 2020-06-14 02:05 CET
Frequency: rare
World name: Masamune
Character name: Ommos Ravenger
Retainer name: N/A
NPC name: N/A
Monster name: N/A
Class/Level: SMN/80
Party or solo: Solo, but also happens in party
In-game time: ET 19:08, ST 00:05
Area and coordinates: Kholusia X:23.4, Y:13.7
Housing: N/A
Steps:
1. See video on twitch: https://www.twitch.tv/videos/650622869
2. The wierd window/menu interaction problem seems to occur sometimes when a window pops-up on the location the virtual mouse is at. In this case it is the map window that pops-up and I can't close it anymore with the circle button.
3. Then I proceed to open the Inventory, which also exhibits the problem, as well as the Timers window after that. It also occurs in the main menu.
4. The only way to get back to a normal behaving situation is to go into the HUD Layout and slightly modify the layout and save it.
5. Then I show via the Timers and the map window that the problem has disappeared.

Connection Specs
- Type of internet connection/provider: 500Mb/s Fiber, Trined (The Netherlands)
- Modem maker/model number: don't know

■ PS4 Specs

Model Number of the PlayStation®4 You Are Using
- Model Number: PS4 Pro

Model Number of the PlayStation®Vita You Are Using
- Model Number: N/A

Information About the Peripherals You Are Using
-Type: Standard DS4 controller
-Maker: Sony
-Model Number: DS4
-Type: Logitech K400r wireless keyboard
-Maker: Logitech
-Model Number: K400r

Why is this moved from bug-report to technical support?
To me this seems to be a bug in the game. I am already having this problem for a long time (years), but it only occurs rarely because I make a point of it to move the virtual mouse cursor to the edge of the screen to minimise the chance to have a window pop-up on top of it.

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

We apologize for the delay in responding. Is there possibly a mouse or another peripheral device that the PS4 would mistake for a controller plugged in?

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As stated in the report there is a logitech keyboard with a sort of a mousepad connected. At the moment the problem starts occurring, I am absolutely not using that one though.
When the problem situation has started though, I sometimes use the ESC key on my keyboard to close a window, instead of using the virtual mouse with the touchpad on the controller, as using the ESC key is way faster.

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

Does the issue persist with the keyboard disconnected from the PS4?

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Well, it happened again and the result can be seen at the beginning of the stream on https://www.twitch.tv/videos/671571185

The following are the steps that happened:
0:00:00 I say 'hello' to my Free Company (with the keyboard)
0:00:12 I open the 'Party Finder' window (I normally set it to look for Hunt only) via the short-cut I put on my hotbar
I try to move the cursor with the up and down on the d-pad of the controller and as you see it doesn't work. Somtimes the cursor appears for a short time, but it will not move to the menu or any other entry.
0:00:39 I pull out the dongle that connects my wireless keyboard to the PS4, so now only the standard Sony DS4 is connected. (The big scrambled block on the left covers the keyboard disconnect message, which is standard PS4 streaming behaviour to cover sensitive information like user-id)
I continue to try moving the cursor with only the DS4 connected, with absolutely zero success.
0:01:15 As I have show that the problem persists when only the DS4 is connected, I reconnect the keyboard dongle. (the big scrambled block on the left covers the keyboard connect message)
Continuing to try to move the cursor is still unsuccessful.
0:01:26 I use the ESC key on the keyboard to cancel the Party Finder window
0:01:29 You can see the cursor is not showing as normal in the main menu too.
0:01:25 I open the HUD Layout and move the inventory grid with the mouse-pad on the keyboard a little
0:02:06 I cancel the HUD Layout by using the mouse-pad and mouse-buttons on the keyboard
0:02:20 The mouse cursor now works normally in the main menu again (via the d-pad of the DS4)
0:02:32 And also the mouse cursor works normally again in the Party Finder window (via the d-pad of the DS4)

I hope this shows you enough information to have any clue what the problem is here.
This problem occurs very rarely (this is the first time since the previous report from above).

I can watch the video right now but from the sound of things, are you leaving it in virtual mouse mode all the time? If so, I don't think it's designed for that.

Hi, I have virtual mouse mode enabled in the settings, but are never using it by using L1-R3.
I always use the touchpad on my DS4 or on my wireless keyboard to move the mouse.

I use that same KB, with the touch pad and I know if I accidentally brush the touchpad while using normal controller method the cursor stays in the center and I can no longer select items. Usually I just switch the kb on and off and things return to normal. I think the game tries to switch to virtual mouse mode automatically when it registers touch pad movement. It might also be slightly janky due to the PS4 controller having a touchpad as well. Don't know if this insight helps. Hope your issue gets resolved.

That is not what is described as the virtual mouse mode. The documentation shows that then virtual mouse mode is activated, an on-screen prompt appear showing the possible actions in this mode. This is certainly not happening in my case.
I verified tonight that when I use L1+R3, virtual mouse mode is actually entered and I can exit that in the normal way. That is however certainly not what I am seeing when my originally described problem occurs.
It is true that the mouse pointer somehow appear on-screen when my wierd problem occurs. This happens while I am not aware that I am in any way touching either the touchpad on the keyboard or the touchpad on the controller.

For the moment I have turned off virtual mouse mode in the settings because I am not using that. My belief is that this will however not be the solution to my original problem.

Any ofiicial reply from Tech Support people why this is moved here and not qualified as a bug (where I originally reported this)?

I've had the exact same bug/issue a couple of times too. Sometimes it works to turn off the keyboard, wait a bit, and turn it on again, but usually I have to close the game completely (not just log out, actually close the game) and just start it up and log in again... :/ Playing on a PS4 slim (sometimes on an original PS4) with a keyboard plugged in.

Good afternoon and thank you for the reply.

We apologize for the delay in our response to your concern. Are you able to try and use a different keyboard? Does the issue happen when the keyboard is not plugged into the system?

Thank you for visiting the Final Fantasy XIV Technical Support Forums

As I already showed somewhere earlier in this thread, the problem persists when I remove the keyboard dongle from the PS4. And I don't have a spare USB keyboard.

This problem occurs only very rarely. As you can see between the first report I made and the second occurence was about 3 weeks. Do you really expect me to play this game for weeks without a keyboard? This is a social game too, how am I to communicate with other players if I have no keyboard?

This problem should not be happening and based on my videos, devs (with access to the engine source) should get some idea why my cursor is stuck like that when the problem occurs. That is why I originally posted this is the bug report forum section and not in the tech support section. I work in software development myself and have a good idea when something might be a tech support problem or when there is some kind of problem in the code handling this situation.

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

Due to no response from the original poster, this thread will be moved to 'Closed Concerns.' If anyone is still having this particular problem, please create a new thread and we will assist you in any way we can.

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