Cut-scenes refusing to load

[Yin-chan]

When submitting a bug report, please use the below template and thoroughly fill out the necessary information.

Date & Time: 18 February 2018 @ 01:41 AEST
Frequency: Every time
World name: Aegis
Character name: Yin Chan
Retainer name: N/A
NPC name: Cid, Nashu
Monster name: N/A
Class/Level: N/A
Party or solo: Solo
In-game time:
Area and coordinates: The Fringes (x30.7 y32.0), Kugane (x11.7 y8.8)
Housing: N/A
Steps:
1. Click Cid for "Return to the Rift" or Nashu for "A Hingan Tale: Nashu Goes East"
2. Follow dialogue and enter cut-scene.
3. Cut-scene does not load, shows loading symbol but no amount of waiting loads the scene.
*Add more steps if necessary

Connection Specs
- Type of internet connection/provider: Optus ADSL+2
- Modem maker/model number: Sagemcom/F@ST3864V2

■ PC Specs

-=-=-=-=-=-=- System Information -=-=-=-=-=-=-

SYSTEM_OS Windows 10 Pro 64-bit (6.2, Build 9200) (15063.rs2_release.170317-1834)
SYSTEM_CPU Intel(R) Core(TM) i5-6600K CPU @ 3.50GHz (4 CPUs), ~3.5GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 4 SYSTEM_CORE_PHYSICS 4
SYSTEM_BIOS BIOS Date: 11/20/15 09:55:50 Ver: 05.0000B
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 16311.484MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 32695.484MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 110.860GB SYSTEM_FREEDISC_SPACE 12.116GB
SYSTEM_STORAGE I:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 0.098GB SYSTEM_FREEDISC_SPACE 0.063GB
SYSTEM_STORAGE J:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 1862.576GB SYSTEM_FREEDISC_SPACE 256.427GB
SYSTEM_STORAGE K:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 0.391GB SYSTEM_FREEDISC_SPACE 0.293GB
SYSTEM_STORAGE L:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 232.883GB SYSTEM_FREEDISC_SPACE 49.195GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS NVIDIA GeForce GTX 960
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP GeForce GTX 960
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 4053.313 MB
SYSTEM_GRAPHICS_SHARED_VRAM 8155.742 MB
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (60Hz)
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7a39871618b19f06\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7a39871618b19f06\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7a39871618b19f06\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7a39871618b19f06\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 23.21.0013.9077
SYSTEM_GRAPHICS_DRIVER_DATE 1/23/2018 10:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_GRAPHICS NVIDIA GeForce GTX 960
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY2
SYSTEM_GRAPHICS_CHIP GeForce GTX 960
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 4053.313 MB
SYSTEM_GRAPHICS_SHARED_VRAM 8155.742 MB
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE 1280 x 1024 (32 bit) (60Hz)
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7a39871618b19f06\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7a39871618b19f06\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7a39871618b19f06\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_7a39871618b19f06\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 23.21.0013.9077
SYSTEM_GRAPHICS_DRIVER_DATE 1/23/2018 10:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_SOUND Room Speakers (Realtek High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {CD4FD3D8-A763-48DA-9D77-1C06CE90950D}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.0001.7543
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 6/23/2015 00:00:00
SYSTEM_SOUND TV-0 (NVIDIA High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {58535C4B-DEBE-4C90-93EF-E7ADCE64A320}
SYSTEM_SOUND_DEVICE_NAME nvhda64v.sys
SYSTEM_SOUND_DRIVER_VERSION 1.03.0034.0026
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 5/1/2017 00:00:00
SYSTEM_SOUND Realtek Digital Output (Realtek High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {77B03550-AF77-4276-8CFA-3878BC31B773}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.0001.7543
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 6/23/2015 00:00:00
SYSTEM_INPUT {6F1D2B60-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 3 SYSTEM_GAMEPAD_BUTTON 7 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 {504ED5A0-9F85-11E7-8001444553540000}
SYSTEM_INPUT_NAME Game KB
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 573 SYSTEM_GAMEPAD_FOV 0


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

FFXIVLauncher
In-Game Bugs - Post New Thread - Google Chrome
Windows Shell Experience Host


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Need for Speed Underground 2
Notepad++ (32-bit x86)
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Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.30501
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Java SE Development Kit 8 Update 131
Xamarin.Bonjour v1.0.13
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Microsoft .NET CoreRuntime For CoreCon
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Microsoft ASP.NET Web Tools Packages 15.0 - ENU
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Windows IoT Extension SDK
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Visual C++ Library CRT Appx Package
WinAppDeploy
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Microsoft System CLR Types for SQL Server 2016
Realtek Ethernet Controller Driver
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Microsoft Portable Library Multi-Targeting Pack
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Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.6161
Windows SDK for Windows Store Managed Apps Libs
Intellisense Lang Pack Mobile Extension SDK 10.0.15063.0
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Windows Software Development Kit - Windows 10.0.15063.137
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Microsoft Visual C++ 2012 x86 Additional Runtime - 11.0.61030
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Windows SDK Desktop Libs x64
Microsoft Visual C++ 2012 x86 Minimum Runtime - 11.0.61030
Windows Desktop Extension SDK Contracts
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WinRT Intellisense IoT - Other Languages
Intel Extreme Tuning Utility
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Windows Mobile Connectivity Tools 10.0.15063.0 - Desktop x86
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-=-=-=-=-=-=- Proccess Information -=-=-=-=-=-=-

C:\Program Files (x86)\Google\Chrome\Application\chrome.exe 000002CC
C:\Users\Miku\AppData\Local\Discord\app-0.0.300\Discord.exe 0000230C
C:\WINDOWS\Explorer.EXE 000009C0
C:\WINDOWS\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe 000018C4
C:\WINDOWS\system32\ApplicationFrameHost.exe 000005D0
C:\WINDOWS\system32\DllHost.exe 00001694
C:\Windows\System32\IME\SHARED\imebroker.exe 00001484
C:\Windows\System32\RuntimeBroker.exe 000019E8
C:\Windows\System32\SystemSettingsBroker.exe 000027CC
C:\Windows\SystemApps\Microsoft.Windows.Cortana_cw5n1h2txyewy\SearchUI.exe 00001914
L:\My Games\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivlauncher.exe 000004C0
L:\My Games\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivsysinfo64.exe 000001EC
c:\windows\system32\sihost.exe 000017A4
c:\windows\system32\svchost.exe 00001B1C
c:\windows\system32\taskhostw.exe 00001004

[Ranelegon]

Greetings, Yin Chan!

Thank you for your patience while your difficulties with the cutscenes were being investigated, and we apologize for the inconvenience this has caused you. Unfortunately, after thoroughly investigating the concern, the development team was unable to reproduce the difficulties that you have described. It is recommended that you reinstall the FINAL FANTASY XIV game client to see if it helps resolve the matter. If you continue to experience the same difficulties, please resubmit a new report. Thanks again for your patience and understanding!

FINAL FANTASY XIV Support Team