Instance refusing to load, unable to proceed with the main scenario quests

[Audrye]

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

Date & Time: 3/03/2018, 9:25 AM
Frequency: Always
World name: Balmung
Character name: M'laiboli Rihll
Retainer name: None
NPC name: Hozan
Monster name: None
Class/Level: Red Mage, Lvl 53
Party or solo: Solo
Race: F, Miqo'te - Seekers of the Sun
In-game time: 7:35 PM
Area and coordinates: Eastern Thanalan, X: 13.8 - Y: 29.2
Housing: None
Steps:
1. Speak with Hozan in "Keeping the Flame Alive"
2. Cutscene goes black for a few seconds
3. An error pops up onto my screen and force closes the game down
*Add more steps if necessary

I'm receiving this error upon loading into the cutscene and instance:
An Unexpected Error has occurred. Exiting Final Fantasy XIV. 2018-02-09_05:37

ffxiv.exe+ 1523E4
ffxiv.exe+ 156292
ffxiv.exe+ 155BCB
ffxiv.exe+ 155311
ffxiv.exe+ 15080F
ffxiv.exe+ D185F5
KERNEL32.DLL+ 18654
ntdll.dll+64A77

This is the only instance where I've experience this error! I completed the Tribunal instance in the main scenario questline beforehand, where I had no issues. After this issue popped up as I was speaking to Hozan, I went through and completed the very first Dark Knight quest/instance to see if it was an issue - and have confirmed it is not. It only happens during 'Keeping the Flame Alive'.

Connection Specs
- Type of internet connection/provider: Telstra, Wi-Fi
- Modem maker/model number: Technicolor TG799vac

■ PC Specs

SYSTEM_OS Windows 10 Home 64-bit (6.2, Build 9200) (16299.rs3_release.170928-1534)
SYSTEM_CPU Intel(R) Core(TM) i7-4770T CPU @ 2.50GHz (8 CPUs), ~2.5GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 8 SYSTEM_CORE_PHYSICS 4
SYSTEM_BIOS 80.11
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 16274.246MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 19274.246MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 1846.453GB SYSTEM_FREEDISC_SPACE 1097.658GB
SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 14.643GB SYSTEM_FREEDISC_SPACE 1.811GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS Intel(R) HD Graphics 4600
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP Intel(R) HD Graphics Family
SYSTEM_GRAPHICS_MAKER Intel Corporation
SYSTEM_GRAPHICS_VRAM 112.500 MB
SYSTEM_GRAPHICS_SHARED_VRAM 2048.000 MB
SYSTEM_GRAPHICS_DAC Internal
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (60Hz)
SYSTEM_GRAPHICS_DRIVER igdumdim64.dll,igd10iumd64.dll,igd10iumd64.dll,igd12umd64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 20.19.0015.4360
SYSTEM_GRAPHICS_DRIVER_DATE 12/21/2015 11:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_GRAPHICS NVIDIA GeForce 810A
SYSTEM_GRAPHICS_DEVICE Unknown
SYSTEM_GRAPHICS_CHIP GeForce 810A
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 10157 MB
SYSTEM_GRAPHICS_SHARED_VRAM SYSTEM_UNKNOWN
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE Unknown
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\nvhdc.inf_amd64_2707c70d42c54b
4e\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvhdc.inf_amd64_
2707c70d42c54b4e\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\n
vhdc.inf_amd64_2707c70d42c54b4e\nvldumdx.dll,C:\WINDOWS\System32\DriverStore
\FileRepository\nvhdc.inf_amd64_2707c70d42c54b4e\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 23.21.0013.8873
SYSTEM_GRAPHICS_DRIVER_DATE 12/18/2017 11:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English

SYSTEM_GRAPHICS_PIXEL_SHADER
SYSTEM_GRAPHICS_VERTEX_TEXTURE
SYSTEM_SOUND Speakers (Realtek High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {46232C82-6D04-4353-95AD-35DEBF61338A}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.0001.7548
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 6/30/2015 00:00:00
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 {D3A653C0-085A-11E5-8001444553540000}
SYSTEM_INPUT_NAME Wireless Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 573 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {D3B91870-085A-11E5-8003444553540000}
SYSTEM_INPUT_NAME Wireless Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {D3B93F80-085A-11E5-8004444553540000}
SYSTEM_INPUT_NAME Wireless Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {D3B96690-085A-11E5-8005444553540000}
SYSTEM_INPUT_NAME Wireless Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {A8111D50-E514-11E7-8001444553540000}
SYSTEM_INPUT_NAME Razer Naga Epic Chroma
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 573 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {A8140380-E514-11E7-8002444553540000}
SYSTEM_INPUT_NAME Razer Naga Epic Chroma
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {A814EDE0-E514-11E7-8003444553540000}
SYSTEM_INPUT_NAME Razer Naga Epic Chroma
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {D3A98810-085A-11E5-8002444553540000}
SYSTEM_INPUT_NAME CoolTouch® USB Interface 1
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {A815FF50-E514-11E7-8004444553540000}
SYSTEM_INPUT_NAME Razer Naga Epic Chroma
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0


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

-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-

Browser Information
- Name and version of the browser currently in-use: Google Chrome, Version 64.0.3282.186 (Official Build) (64-bit)
- Internet Explorer Version:
Microsoft Edge 41.16299.248.0
Microsoft EdgeHTML 16.16299

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[Ariellendera]

Hello Audrye, Thank you for posting on the Final Fantasy XIV Technical Support Forums

I will be moving this thread to the "bug reports"

Thank you for playing Final Fantasy XIV! Hope to see you online.

[Ranelegon]

Greetings, M'laiboli Rihll!

Thank you for your patience while your concern was being investigated, and we apologize for any inconvenience this has caused you. Unfortunately, the development team was unable to reproduce the difficulties that you have been experiencing. However, they did mention that reinstalling your game client may help resolve the situation. If you continue experiencing the same issues after reinstalling your game client, please resubmit your report with those details, and we will make sure to bring your report to the attention of the development team for further review. Thanks again for your patience and understanding!

FINAL FANTASY XIV Support Team