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

You mentioned that you only have one character, correct? Have you attempted to create a new character and do you run into the same problem when you log into that one?

As for other troubleshooting options, try some of the following:

-Set compatibility mode to Windows 7 (right click on the ffxivboot.exe file and select ‘Properties.’ Then select the ‘Compatibility’ tab and choose Windows 7).

-Make sure that any anti-virus software they have has the appropriate exceptions

-Try a clean boot. Simply open the task manager and select the 'Start up' tab. Disable everything here and restart the PC.

If these do not resolve the issue, I'd suggest reinstalling the game.

We hope we can be of assistance in helping you enjoy the exciting world of Final Fantasy XIV!