FFXIV PC issues

[Queen-Goomy]

Hello, all!

Me again! Wanted to hop on here again, as my twin sister has once again been having issues while playing FFXIV, and was wondering if I could get some guidance on how to resolve the issues.
Just today, we got her PC back from our local repair shop (who found nothing wrong with the components, hardware, etc and only replaced some of the thermal paste).
At the moment, she has been experiencing:
-DX11 error message, proceeding with a series of long number codes
-Screen will suddenly freeze, turn white, and then a pop-up will read "FFXIV is not responding" with the immediate closure of the game right after
-While in game, the screen will suddenly turn back, with a one-beep sound coming after, and then a complete reboot of the PC itself.
I have checked with my boyfriend, and all of the wires are in the right place at the back of the motherboard (he has a theory that the monitor's plug was in the wrong slot, so the PC was using internal graphics instead of the PC's, but everything is all right there.
She is all up to date with drivers, general Windows 11 updates, and the launcher is all up to date, so very puzzled about what the issue might be. I had a theory that Windows OneDrive might be causing an issue, but I can't confirm. :/
Any help would be super appreciated!

Thank you!

[Ukhisteysubuh]

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

We appreciate you for reaching out to us about the error you're experiencing. We know how impotant a seamless gaming experience is, and we're help to help! There are a number of situations that can cause the error you are describing. Please try the following troubleshooting methods in order to resolve the issue:

- Check to make sure that your PC meets the minimum system requirements. Be aware that integrated graphics cards (e.g. Intel HD graphics) are not supported. If so, try adjusting various graphical settings, resolutions and switching between windowed and fullscreen to see if this affects the issue.

- Update your Windows Operating System using Windows Update. Make sure to install any optional updates as these aren't installed automatically.

- Update/reinstall your graphics card drivers (preferably a clean install)

- Disable all programs/overlays running in the background

- Make sure your anti-virus software has the appropriate exceptions for FINAL FANTASY XIV

- Make sure that your hardware is not overheating and remove any overclocks you may have on your GPU or CPU. Check that any fans or vents aren't being blocked.

- Remove any mods or injectors from the game or system (Reshade, Nvidia Freestyle, etc.). Also, remove any custom configurations made using driver-level programs (Nvidia Control Panel, Radeon Crimson).

- 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'.

- Perform a clean boot by doing the following: Open the Task Manager and select the 'Start Up' Tab. disable everything here and restart the PC.

Should the issue still persist after attempting all the listed troubleshooting, we advise that you reinstall the game (make sure to remove or rename the 'Final Fantasy XIV' folder in the 'My Documents' > 'My Games' folder). You can re-download the game client at the following link. : http://www.finalfantasyxiv.com/playersdownload/na

We recommend that the game be installed on the C: drive, as installing it on any drive that is not the default may cause more problems.

If the issue is still present after the reinstallation of the game, please respond to this post with a FINAL FANTASY XIV System Report. On the game launcher, select 'Config' option and to the right of 'System Information' click on 'Display.'

We look forward to your response!

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

[Queen-Goomy]

Good afternoon,

Thank you very much for your message and for listing some potential solutions!
I wanted to give you an update on my end so far on how it's all going regarding my sister's PC issues when running FFXIV:
At this moment in time, I have been able to roll back her GPU version (her graphics being an AMD Radeon™ RX 7700 XT 12GB Graphics Card, in which her previous version was 26.6.4) to 26.3.1, originally released in March this year, and so far, this has gotten rid of the white/black screens and rebooting.
Still experiencing the DirectX error that reads "A fatal DirectX error has occurred. (11000002)" and causes the game to close.
Going to give some of your suggestions a shot and will let you know the results.

Thank you so much again, and have a good rest of your week!

[Ukhisteysubuh]

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

We appreciate your response and understand that you're still working through the troubleshooting steps we previously provided. We apologize for any inconvenience you may be experiencing due to the game crashes.

These DirectX crashes may be caused by a variety of issues. We first suggest lowering the graphics settings in game, as the intense graphics in dungeons can cause the game to crash. We also suggest updating your graphics card's drivers to the most recent version. If you are using DirectX 11 and are experiencing this issue, we would suggest reverting back to Direct X 9 to see if the issue still persists.

If the crashing persists after attempting these solutions, please make a post in the official bug forums so the development team may review the issue.

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

[Queen-Goomy]

Good afternoon,

I hope you had a great weekend!
Here is an update on my sister's PC, as I was able to hop on today and try your suggestions from the previous post. As follows:
- Making sure her PC met the system requirements for the current expansion (Dawntrail) and that everything is compatible. Her specs were:
}Phanteks XT Pro Ultra ATX Case Tempered Glass Window, White, 4x aRGB Fans
}GMax 750W RPG Rampage Full-Modular 80 Plus Bronze Power Supply unit
}ASUS PRIME B650M-A WIFI 6 II DDR5 PCIe 4.0 m-ATX Motherboard
}AMD Ryzen™ 5 7600X, AM5, 6 Core, 4.7GHz, 5.3GHz Turbo (COOLER REQ.)
}Corsair iCUE LINK H100i RGB AIO CPU Cooler, Black, 2x120mm QX120 RGB Fans
}32GB (2x16GB) DDR5 5200MHz RAM - Corsair Vengeance
}AMD Radeon™ RX 7700 XT 12GB Graphics Card (750W Power Supply REQ.)
}1TB M.2 PCIe 4.0 (x4) NVMe SSD
}2TB 3.5" SATA III 6GB/s Hard Disk Drive
}Integrated 7.1 High Definition 8-Channel Audio
}Built-In High Speed WIFI and Bluetooth
- Updated Windows 11 operating system, as well as any additional updates
- Managed to update and reinstall her AMD graphics driver (clean install) using DDU to its latest version
- Disabled Discord as well as AMD Gaming HUD while the game is launched and running
- That Windows Defender has excluded FFXIV (from file path: C:/Program Files (x86) \SquareEnix\FINAL FANTASY XIV - A Realm Reborn
- System is clear of dust and debris (went into my local repair shop recently to get it looked over to see if it was a PC issue, rather than a game issue, and everything is running fine with no overheating occuring
- She does not use mods of any kind, so I skipped this suggestion, and in the AMD Game Hud, there are no enhancers on
- Was able to turn off "Full Screen Optimisations", as suggested previously
- Performed the clean boot via Task Manager

While in game, I was also able to:
- Turn the game from Full-Screen Mode to Windowed Mode and then back to Full-Screen Mode
- Lower some of the graphical settings, such as her graphics settings, smoothing, shadows, etc
So far, at 15:36 GMT today, she has gotten the "Unexpected Error Has Occurred. Exiting FINAL FANTASY XIV" message, so not sure what might be causing this, as well as a frozen screen. This is the only error so far, since I did those potential fixes this morning.
I am absolutely not a PC expert, so looking forward to your reply on what to try next. I am guessing the only other option would be to do a clean install of the game itself?

Speak soon!

[Thampbayoyows]

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


Thank you for the detailed update and for taking the time to perform those troubleshooting steps.
We are glad to hear that the black screen crashes and unexpected PC restarts appear to have been resolved, as this suggests that a portion of the issue may have been related to the graphics driver or system-level instability.

Since FINAL FANTASY XIV is still freezing and generating the "Unexpected Error Has Occurred. Exiting FINAL FANTASY XIV" message, we would like to investigate whether the issue is related to game data, configuration files, or another application interacting with the game.

As a next step, please try the following:

1. Verify that the FFXIV configuration folder is not being synchronized by OneDrive
The game's configuration files should normally be located in:

Documents\My Games\FINAL FANTASY XIV - A Realm Reborn

If this folder is being redirected or synchronized through OneDrive, please temporarily disable synchronization for this folder and test again.


2. Create fresh configuration files
Before making any changes, please back up the above folder.
Then rename:

FINAL FANTASY XIV - A Realm Reborn

to:

FINAL FANTASY XIV - A Realm Reborn.old

Launch the game again and allow it to generate new configuration files.


3. Verify or restore the game installation
If using the Steam version, please verify the integrity of the game files through Steam.
If using the Windows version, please use the launcher's repair/restore functionality if available.

4. Submit a DXDiag report

If the issue continues after the above steps, please provide a DXDiag report and let us know:

Approximately how long the game runs before crashing
Whether the crash occurs in a specific zone, duty, cutscene, or activity
Whether the DirectX error (11000002) is still appearing, or if the only remaining issue is the "Unexpected Error Has Occurred" message


This information will help us determine whether we are dealing with a configuration issue, corrupted game data, or another underlying cause.

We look forward to your reply.


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

[NekoGakurakugai]

I had the exact same problem with my Nvidia GeForce 3070 Ti. The solution is to completely uninstall the graphics driver using the free software DDU. Also, clear the shader cache. After that, restart your PC, install the graphics driver again and restart your pc again. It's possible that there are corrupted images stored in the shader cache. Since I did this, I haven't had any more crashes.

[Queen-Goomy]

Good afternoon,

Thank you so much for your reply! I have made a mental note of all of the possible next steps and will try to give these a go sometime this week. I have also let my twin sister know that she needs to start recording when the game crashes, what type of error message pops up, and where her WOL was when the crash happened.

Speak soon!

[Queen-Goomy]

Hi, NekoGakurakugai

Thank you so much for your message, and sorry to hear you have been having a similar situation to my sister.
She has an AMD graphics drive, and I was able to hop onto her PC and use DDU to do a clean uninstall and reinstall. Have yet to try a clear of the shader cache. Would you happen to know how to do this? I am absolutely not a computer expert, so any help would mean a lot on how to try this method.
Speak soon!

[NekoGakurakugai]

Hi, NekoGakurakugai

Thank you so much for your message, and sorry to hear you have been having a similar situation to my sister.
She has an AMD graphics drive, and I was able to hop onto her PC and use DDU to do a clean uninstall and reinstall. Have yet to try a clear of the shader cache. Would you happen to know how to do this? I am absolutely not a computer expert, so any help would mean a lot on how to try this method.
Speak soon!

Open DDU, select your graphics card, then choose the option to uninstall the graphics card driver. At the bottom, there's an option called "Shader Cache Only." Click on it.

Scroll down a little. You can see it on the website. It's marked in the picture.

https://nvidia.custhelp.com/app/answ...er-cache-files