Game Crashing During Cutscenes

[Lyriona]

I first noticed this problem during the quest "The New King on the Block" when I went to wait at the destination for what my boyfriend says is a cutscene that introduces a talking cat. However, as soon as I clicked on the 'destination' my game crashes. I put in a support ticket, filled out the template they sent me, and haven't heard back. I moved on to working my MSQ and now I'm encountering the same issue during a duty where I'm controlling Alphinaud. I finish the round of adds and the screen goes black as if attempting to load a cutscene but then I get this error code box and the game crashes. My boyfriend scoured the internet and found suggestions that included deleting my FF14 files in my documents folder, disabling all background apps and doing a clean reboot, and loading the game without running anything. None of this did anything, except of course ruin my bar setup.

[Lyriona]

[Dynratygus]

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

I apologize for the delay in our response to your concern. How long has the game crash been occurring? Also does this only happen in game or does FFXIV crash when the game launcher is uploaded. Lyriona, could you also provide a system report? Simply go to the 'Config' option on the Final Fantasy XIV launcher and to the right of 'System Information' click on 'Display.'

Hope to see you online!

[Lyriona]

It's been going on a couple weeks now. It started with just being the one cutscene but now it's happening more frequently. I tried turning off Dx11 and also reinstalling the entire game and directX as well. I've changed the graphics, the resolution, turned on and off the depth of field for cutscenes. Tried playing with nothing else running. deleted the xbox programming from the laptop. Just all kinds of crazy suggestions and nothing works.


-=-=-=-=-=-=- FFXIV Information -=-=-=-=-=-=-

MyDocument C:\Users\whitn\Documents
FINAL FANTASY XIV - A Realm Reborn Language 1 Region 2
ProxyEnable 0
ProxyServer unspecified
ProxyOverride <local>


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

SYSTEM_OS Windows 10 Home 64-bit (6.2, Build 9200) (17134.rs4_release.180410-1804)
SYSTEM_CPU Intel(R) Core(TM) i5-6300HQ CPU @ 2.30GHz (4 CPUs), ~2.3GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 4 SYSTEM_CORE_PHYSICS 4
SYSTEM_BIOS 1.2.7
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 8058.844MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 19322.844MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 225.907GB SYSTEM_FREEDISC_SPACE 45.786GB
SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 931.481GB SYSTEM_FREEDISC_SPACE 694.381GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS Intel(R) HD Graphics 530
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP Intel(R) HD Graphics Family
SYSTEM_GRAPHICS_MAKER Intel Corporation
SYSTEM_GRAPHICS_VRAM 4055.750 MB
SYSTEM_GRAPHICS_SHARED_VRAM 4029.422 MB
SYSTEM_GRAPHICS_DAC Internal
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (60Hz)
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\ki127176.inf_amd64_86c658cabfb17c9c\igdumdim64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\ki127176.inf_amd64_86c658cabfb17c9c\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\ki127176.inf_amd64_86c658cabfb17c9c\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\ki127176.inf_amd64_86c658cabfb17c9c\igd12umd64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 23.20.0016.4973
SYSTEM_GRAPHICS_DRIVER_DATE 2/27/2018 18:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_GRAPHICS NVIDIA GeForce GTX 960M
SYSTEM_GRAPHICS_DEVICE Unknown
SYSTEM_GRAPHICS_CHIP GeForce GTX 960M
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM Unknown
SYSTEM_GRAPHICS_SHARED_VRAM SYSTEM_UNKNOWN
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE Unknown
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\nvdmi.inf_amd64_18632de8ab19033e\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvdmi.inf_amd64_18632de8ab19033e\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvdmi.inf_amd64_18632de8ab19033e\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvdmi.inf_amd64_18632de8ab19033e\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 25.21.0014.1735
SYSTEM_GRAPHICS_DRIVER_DATE 12/10/2018 18:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English

SYSTEM_GRAPHICS_PIXEL_SHADER
SYSTEM_GRAPHICS_VERTEX_TEXTURE
SYSTEM_SOUND Speakers / Headphones (Realtek Audio)
SYSTEM_SOUND_DEVICE_ID {58BB3B8A-0FC5-4DCD-9DF7-8136F209FE1E}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.0001.8578
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 11/20/2018 00:00:00
SYSTEM_INPUT {6F1D2B60-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 3 SYSTEM_GAMEPAD_BUTTON 8 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 {A9E6EBC0-D68F-11E7-8001444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 652 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {A9E712D0-D68F-11E7-8002444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {E54E3100-D7FE-11E5-8003444553540000}
SYSTEM_INPUT_NAME HIDI2C Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {A9E739E0-D68F-11E7-8003444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {E54EA630-D7FE-11E5-8005444553540000}
SYSTEM_INPUT_NAME Airplane Mode Switch
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0


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

FFXIVLauncher
Game Crashing During Cutscenes - Mozilla Firefox
NVIDIA GeForce Overlay
Blizzard Battle.net
#memes - Discord


-=-=-=-=-=-=- Install Information -=-=-=-=-=-=-

Battle.net
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Heroes of the Storm
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Intel(R) Processor Graphics
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CCleaner
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NVIDIA User Container
NVIDIA Display Container
NVIDIA Display Container LS
NVIDIA Display Watchdog Plugin
NVIDIA Display Session Container
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NVIDIA Watchdog Plugin for NvContainer
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NVIDIA Telemetry Container
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Intel(R) ME UninstallLegacy
Intel(R) Management Engine Components
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Microsoft Visual C++ 2015 x64 Additional Runtime - 14.0.24215


-=-=-=-=-=-=- Proccess Information -=-=-=-=-=-=-

C:\Program Files (x86)\Battle.net\Battle.net.exe 0000295C
C:\Program Files (x86)\Dell Update\DellUpTray.exe 00001704
C:\Program Files (x86)\NVIDIA Corporation\NvNode\NVIDIA Web Helper.exe 000025B4
C:\Program Files\Dell\Dell Foundation Services\DFS.Common.Agent.exe 00000554
C:\Program Files\Dell\DellDataVault\nvapiw.exe 00002EE4
C:\Program Files\ESET\ESET Security\egui.exe 00002994
C:\Program Files\Mozilla Firefox\firefox.exe 00000858
C:\Program Files\NVIDIA Corporation\NVIDIA GeForce Experience\NVIDIA Share.exe 000031A0
C:\Program Files\NVIDIA Corporation\NvContainer\nvcontainer.exe 000015C0
C:\Program Files\Realtek\Audio\HDA\RAVBg64.exe 000031EC
C:\Program Files\WindowsApps\Microsoft.Windows.Photos_2019.18112.20010.0_x64__8wekyb3d8bbwe\Microsoft.Photos.exe 00001C44
C:\ProgramData\Battle.net\Agent\Agent.6563\Agent.exe 000028E8
C:\Users\whitn\AppData\Local\Discord\app-0.0.304\Discord.exe 00002D78
C:\WINDOWS\Explorer.EXE 00001AFC
C:\WINDOWS\System32\DriverStore\FileRepository\ki127176.inf_amd64_86c658cabfb17c9c\igfxEM.exe 00001BBC
C:\WINDOWS\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe 00001DC0
C:\WINDOWS\TEMP\DPTF\esif_assist_64.exe 00001458
C:\WINDOWS\system32\DllHost.exe 0000085C
C:\WINDOWS\system32\SettingSyncHost.exe 000023D4
C:\WINDOWS\system32\conhost.exe 000015BC
C:\Windows\System32\RuntimeBroker.exe 00001238
C:\Windows\System32\smartscreen.exe 000021D0
C:\Windows\SystemApps\Microsoft.Windows.Cortana_cw5n1h2txyewy\SearchUI.exe 00001E34
D:\FINAL FANTASY XIV - A Realm Reborn\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivlauncher.exe 000014C8
D:\FINAL FANTASY XIV - A Realm Reborn\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivsysinfo64.exe 00000A68
c:\windows\system32\sihost.exe 00000DAC
c:\windows\system32\svchost.exe 00003094
c:\windows\system32\taskhostw.exe 00001834

[Lyriona]

Update: the issue is now affecting dungeons and loading screens. I tried to teleport during a hunt earlier, game crashed, and couldn't get back in due to loading screen. It started around Jan 4, that's the earliest I have it dated in my emails to the original ticket.

[Dynratygus]

Lyriona thank you for the information.

I apologize for the delay in our response to the problem. On the system, I noticed the graphics drivers look out of date. Please update them.

Have you not done so already, try doing a cleanboot by opening the task manager and select the 'Start up' Tab. Disable everything here and restart the PC.

Please also try changing the compatibility mode by right clicking on the exe file (Default location: C:\Program Files (x86)\SquareEnix\Final Fantasy XIV - A Realm Reborn\boot\ffxivboot.exe), right click it and select ‘Properties.’ Select the ‘Compatibility’ tab and select Windows 7.

Hope to see you online!