Don't even bother contacting support if you have a crash issue.

[MrBinary]

I'm very disappointed in Square Enix. They have the complete and total WORST support I have ever had the displeasure of dealing with. After having the same issue with the DX11 client that a bulk of the PC community seems to be having for quite a while, I figured I'd contact support to see if they had any input due to their absolute lack of a voice on the forums.

So I sent them a brief ticket with an explanation of the crashes and the various fixes I had already attempted, as well as the AppCrash error from my event viewer listed below:

Faulting application name: ffxiv_dx11.exe, version: 1.0.0.0, time stamp: 0x55ae90ad
Faulting module name: ffxiv_dx11.exe, version: 1.0.0.0, time stamp: 0x55ae90ad
Exception code: 0xc0000005
Fault offset: 0x0000000000d9e659
Faulting process id: 0x4b54
Faulting application start time: 0x01d0c72eba05fd5b
Faulting application path: G:\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\game\ffxiv_dx11.exe
Faulting module path: G:\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\game\ffxiv_dx11.exe
Report Id: f89b4d9c-3321-11e5-81a2-446d5756a041

This is generally the same error tag that most people were getting, so I was hoping Square would be able to supply at least a little insight into the issue or what steps they may have taken to resolve it.

After 2 days (an additional day over how long it would take them to respond, but it could be a busy week so that's forgiven) I received this message as a reply:

Wait, what? European? I live in Canada, did Canada rejoin the British Colonies again without my knowing? Fairly certain we have been in North America for a while and our own country since 1867.

Confused, I went to my account page:

Look at that! An NA account! Guess I'm not a part of Europe after all.
I have no idea how Square got the idea that I had a European account from an AppCrash error and a description of the problem, but this cookie-cutter reply with absolutely no help is completely ridiculous.

Square, I love your games and I've been playing them for as long as I can remember. PLEASE do something about your support. There is absolutely no redeemable excuse for this quality of support.

We need replies from mods on the forums, we need announcements and updates about crash issues like this. We need information. We have no idea as players if you're even looking into the issues we're experiencing or doing anything to repair them.

/rant

[sucht]

i thought as much :/
maybe Square has not a clue about PC's?!

[Raist]

the 0xc0000005 errors are some of the worst to diagnose. Without seeing the additional parameters given with the blue screen or (hopefully) saved with the event log, it is hard to narrow down where the culprit may be. It is basically reporting an access violation error--often bound to a problem with a driver. Something has locked a memory address and then something else tried to use the same space (or it was otherwise unresponsive--so it could actually be a physical problem).

It could be a driver for any device on your system--even something not bound to hardware like antivirus or a firewall. Could even be malware for that matter. Could be a corrupted swap file or bad sector within the swap file. Could be a bad cell in the memory. It could even be tied into a bad Windows Update (it has happened before).

Basically--something tried to access a memory location that was in use, locked, or otherwise could not access it. Anyone trying to help you track it down is going to need more information on your system--may be better to find someone locally that is computer savvy if you can. There is a LOOOOONG laundry list to go through. It may require you to strip every nonessential hardware/device from running while you try to play the game to try to narrow it down...and even then you may still come up empty-handed.

[MrBinary]

the 0xc0000005 errors are some of the worst to diagnose. Without seeing the additional parameters given with the blue screen or (hopefully) saved with the event log, it is hard to narrow down where the culprit may be. It is basically reporting an access violation error--often bound to a problem with a driver. Something has locked a memory address and then something else tried to use the same space (or it was otherwise unresponsive--so it could actually be a physical problem).

It could be a driver for any device on your system--even something not bound to hardware like antivirus or a firewall. Could even be malware for that matter. Could be a corrupted swap file or bad sector within the swap file. Could be a bad cell in the memory. It could even be tied into a bad Windows Update (it has happened before).

Basically--something tried to access a memory location that was in use, locked, or otherwise could not access it. Anyone trying to help you track it down is going to need more information on your system--may be better to find someone locally that is computer savvy if you can. There is a LOOOOONG laundry list to go through. It may require you to strip every nonessential hardware/device from running while you try to play the game to try to narrow it down...and even then you may still come up empty-handed.

Thank you for the reply, I am well aware of the difficulty of trying to diagnose this and how many things could be the cause. The issue I am bringing up is not the error as there is a whole separate forum dedicated to it, but more the way SE handled the ticket and the pure absurdity of the reply I received.

This was to draw attention to the pure lack of quality of SE's support.

[sucht]

the 0xc0000005 errors are some of the worst to diagnose. Without seeing the additional parameters given with the blue screen or (hopefully) saved with the event log, it is hard to narrow down where the culprit may be. It is basically reporting an access violation error--often bound to a problem with a driver. Something has locked a memory address and then something else tried to use the same space (or it was otherwise unresponsive--so it could actually be a physical problem).

It could be a driver for any device on your system--even something not bound to hardware like antivirus or a firewall. Could even be malware for that matter. Could be a corrupted swap file or bad sector within the swap file. Could be a bad cell in the memory. It could even be tied into a bad Windows Update (it has happened before).

Basically--something tried to access a memory location that was in use, locked, or otherwise could not access it. Anyone trying to help you track it down is going to need more information on your system--may be better to find someone locally that is computer savvy if you can. There is a LOOOOONG laundry list to go through. It may require you to strip every nonessential hardware/device from running while you try to play the game to try to narrow it down...and even then you may still come up empty-handed.

if the problem was on my PC(or on somebody else's pc for that matter), be it hardware, software or what ever, then this error is bound to come up with other applications/games that use directx11 and x64, but i have this problem just with Final Fantasy XIV and i bet that this is true for most if not all People complaining here on this forum.

[Raist]

if the problem was on my PC(or on somebody else's pc for that matter), be it hardware, software or what ever, then this error is bound to come up with other applications/games that use directx11 and x64, but i have this problem just with Final Fantasy XIV and i bet that this is true for most if not all People complaining here on this forum.

not necessarily...not with the way Windows runs on Virtual Memory, amongst a host of other variables at play.

[sucht]

not necessarily...not with the way Windows runs on Virtual Memory, amongst a host of other variables at play.

you are right of course, i always forget that we are talking about Windows and the things it does
but i think it would have been better to not make the game x64 directx11, they should have just polished the directx9 stuff like AO, bad Shadows and so on.

and sorry MrBinary for hijacking your thread, and talking about the same stuff discussed in other threads about the damn directx11 crashes.

[Raist]

meh.. could just be a glitch in the auto responder. Who knows. In the past, I've always gotten a response from an actual person later in the week (sometimes longer). My point is they may not be able to help you with the issue--you are missing some key data. There should be additional arguments that help narrow things down a bit (up to four banks if I remember right).

As for the complaint about the quality of service...should probably voice that more through the appropriate feedback channels. It may wind up getting locked, moved, or deleted from the Tech Support forum.