Game freezes/crashes system (Suspected Directx error)

[Sajen]

At times while playing, doesn't matter what I am doing, I will either receive a Directx error OR both monitors will go black and the entire system freeze requiring a manual power down.

No other programs running, all non-essential processes stopped, reinstalled game, clean install of GPU drivers, cleaned registry, disabled/enable anti-virus, scanned for malware, ensure bios/chipset were current, performed memory test, gpu test, cpu test, verified voltage to peripherals and monitored temperatures.



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

MyDocument C:\Users\Travis\Documents
FINAL FANTASY XIV - A Realm Reborn C:\Program Files (x86)\SquareEnix
FINAL FANTASY XIV - A Realm Reborn Language 1 Region 2
ProxyEnable 0
ProxyServer unspecified
ProxyOverride unspecified


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

SYSTEM_OS Windows 10 Pro 64-bit (6.2, Build 9200) (18362.19h1_release.190318-1202)
SYSTEM_CPU Intel(R) Core(TM) i5-4590 CPU @ 3.30GHz (4 CPUs), ~3.3GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 4 SYSTEM_CORE_PHYSICS 4
SYSTEM_BIOS BIOS Date: 08/18/14 16:11:04 Ver: 21.03
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 8060.539MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 16764.539MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 464.848GB SYSTEM_FREEDISC_SPACE 119.104GB
SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 0.098GB SYSTEM_FREEDISC_SPACE 0.063GB
SYSTEM_STORAGE E:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 465.662GB SYSTEM_FREEDISC_SPACE 442.107GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS AMD Radeon R9 200 Series
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP AMD Radeon Graphics Processor (0x67B0)
SYSTEM_GRAPHICS_MAKER Advanced Micro Devices, Inc.
SYSTEM_GRAPHICS_VRAM 4072.391 MB
SYSTEM_GRAPHICS_SHARED_VRAM 4030.270 MB
SYSTEM_GRAPHICS_DAC Internal DAC(400MHz)
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (59Hz)
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\u0342855.inf_amd64_b40622b25c29110f\B342717\aticfx64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\u0342855.inf_amd64_b40622b25c29110f\B342717\aticfx64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\u0342855.inf_amd64_b40622b25c29110f\B342717\aticfx64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\u0342855.inf_amd64_b40622b25c29110f\B342717\amdxc64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 26.20.11015.5009
SYSTEM_GRAPHICS_DRIVER_DATE 5/21/2019 17:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_GRAPHICS AMD Radeon R9 200 Series
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY2
SYSTEM_GRAPHICS_CHIP AMD Radeon Graphics Processor (0x67B0)
SYSTEM_GRAPHICS_MAKER Advanced Micro Devices, Inc.
SYSTEM_GRAPHICS_VRAM 4072.391 MB
SYSTEM_GRAPHICS_SHARED_VRAM 4030.270 MB
SYSTEM_GRAPHICS_DAC Internal DAC(400MHz)
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (60Hz)
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\u0342855.inf_amd64_b40622b25c29110f\B342717\aticfx64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\u0342855.inf_amd64_b40622b25c29110f\B342717\aticfx64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\u0342855.inf_amd64_b40622b25c29110f\B342717\aticfx64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\u0342855.inf_amd64_b40622b25c29110f\B342717\amdxc64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 26.20.11015.5009
SYSTEM_GRAPHICS_DRIVER_DATE 5/21/2019 17:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_GRAPHICS Intel(R) HD Graphics 4600
SYSTEM_GRAPHICS_DEVICE Unknown
SYSTEM_GRAPHICS_CHIP Intel(R) HD Graphics Family
SYSTEM_GRAPHICS_MAKER Intel Corporation
SYSTEM_GRAPHICS_VRAM 2160 MB
SYSTEM_GRAPHICS_SHARED_VRAM SYSTEM_UNKNOWN
SYSTEM_GRAPHICS_DAC Internal
SYSTEM_GRAPHICS_DISPLAY_MODE Unknown
SYSTEM_GRAPHICS_DRIVER igdumdim64.dll,igd10iumd64.dll,igd10iumd64.dll,igd12umd64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 20.19.0015.5063
SYSTEM_GRAPHICS_DRIVER_DATE 10/28/2018 17:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English

SYSTEM_GRAPHICS_PIXEL_SHADER
SYSTEM_GRAPHICS_VERTEX_TEXTURE
SYSTEM_SOUND Speakers (Realtek High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {C3640706-5B83-4CE6-B595-952596959C4B}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.0001.8678
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 4/9/2019 00:00:00
SYSTEM_SOUND Realtek Digital Output(Optical) (Realtek High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {170EC9B7-B0BA-48FC-9AE2-47E7A0230488}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.0001.8678
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 4/9/2019 00:00:00
SYSTEM_SOUND 6 - BenQ GL2460 (AMD High Definition Audio Device)
SYSTEM_SOUND_DEVICE_ID {5638155B-54EB-4F7E-86EE-E9FEE61F34EA}
SYSTEM_SOUND_DEVICE_NAME AtihdWT6.sys
SYSTEM_SOUND_DRIVER_VERSION 10.00.0001.0010
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 4/30/2019 00:00:00
SYSTEM_SOUND Speakers / Headphones (2- Plantronics HD1)
SYSTEM_SOUND_DEVICE_ID {B45ADA93-824E-496D-AF42-7B182B599878}
SYSTEM_SOUND_DEVICE_NAME RIG5020HD.sys
SYSTEM_SOUND_DRIVER_VERSION 8.01.0015.8543
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 9/16/2015 00:00:00
SYSTEM_SOUND Realtek Digital Output (Realtek High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {D0EF34AD-DFE1-44DB-A94B-A93496E102AB}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.0001.8678
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 4/9/2019 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 {69418E90-7987-11E8-8001444553540000}
SYSTEM_INPUT_NAME Razer DeathAdder Elite
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 573 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {694251E0-7987-11E8-8006444553540000}
SYSTEM_INPUT_NAME Razer DeathAdder Elite
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {694278F0-7987-11E8-8008444553540000}
SYSTEM_INPUT_NAME Razer DeathAdder Elite
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {6941B5A0-7987-11E8-8002444553540000}
SYSTEM_INPUT_NAME Razer BlackWidow Ultimate
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 573 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {694278F0-7987-11E8-8009444553540000}
SYSTEM_INPUT_NAME Razer DeathAdder Elite
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {6941DCB0-7987-11E8-8003444553540000}
SYSTEM_INPUT_NAME Razer BlackWidow Ultimate
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {694203C0-7987-11E8-8005444553540000}
SYSTEM_INPUT_NAME Plantronics HD1
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 7 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {694203C0-7987-11E8-8004444553540000}
SYSTEM_INPUT_NAME Razer BlackWidow Ultimate
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {694251E0-7987-11E8-8007444553540000}
SYSTEM_INPUT_NAME Razer BlackWidow Ultimate
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {6CC56930-0855-11E9-8001444553540000}
SYSTEM_INPUT_NAME Razer Chroma HDK
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 573 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {6CC5B750-0855-11E9-8002444553540000}
SYSTEM_INPUT_NAME Razer Chroma HDK
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {6CC5DE60-0855-11E9-8003444553540000}
SYSTEM_INPUT_NAME Razer Chroma HDK
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {6CC5DE60-0855-11E9-8004444553540000}
SYSTEM_INPUT_NAME Razer Chroma HDK
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0


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

FFXIVLauncher
Technical Support - Post New Thread - Google Chrome
Settings
Settings
#general - Discord
Microsoft Store
Microsoft Store


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

Battle.net
Diablo III
Google Chrome
OBS Studio
Overwatch
Overwatch Test
Razer Synapse
Resident Evil 2
SpeedFan (remove only)
Steam
Sid Meier's Civilization V
VLC media player
Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.30501
Razer Synapse
Microsoft Visual C++ 2013 x86 Minimum Runtime - 12.0.21005
OpenOffice 4.1.6
Microsoft Visual C++ 2017 Redistributable (x86) - 14.14.26429
UE4 Prerequisites (x64)
Samsung Magician
Plantronics® RIG 500 Software for Dolby® Headphone
FINAL FANTASY XIV - A Realm Reborn
Microsoft Visual C++ 2012 Redistributable (x86) - 11.0.61030
Google Update Helper
Microsoft Visual C++ 2017 x86 Additional Runtime - 14.14.26429
Microsoft Visual C++ 2017 x86 Minimum Runtime - 14.14.26429
Chrome Remote Desktop Host
Microsoft Visual C++ 2017 Redistributable (x64) - 14.14.26429
Microsoft Visual C++ 2005 Redistributable
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.17
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.6161
AMD Settings
Microsoft Visual C++ 2012 x86 Additional Runtime - 11.0.61030
Microsoft Visual C++ 2012 x86 Minimum Runtime - 11.0.61030
Microsoft Visual C++ 2012 Redistributable (x64) - 11.0.61030
Microsoft Visual C++ 2010 x86 Redistributable - 10.0.40219
Intel(R) Processor Graphics
Realtek High Definition Audio Driver
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.30501
Microsoft Visual C++ 2013 x86 Additional Runtime - 12.0.21005
Microsoft Visual C++ 2008 Redistributable - x86 9.0.21022
AMD Software
Tomb Raider
The Forest
Cities: Skylines
The Council
Borderlands 2
The Turing Test
Sid Meier's Civilization V
Borderlands
Vulkan Run Time Libraries 1.1.70.0
WhoCrashed 6.61
WinRAR 5.60 (64-bit)
Microsoft Visual C++ 2017 x64 Minimum Runtime - 14.14.26429
Catalyst Control Center Next Localization KO
RAPID Mode
Microsoft Visual C++ 2010 x64 Redistributable - 10.0.40219
Catalyst Control Center Next Localization HU
Catalyst Control Center Next Localization FI
Catalyst Control Center Next Localization FR
Catalyst Control Center Next Localization TH
Malwarebytes version 3.7.1.2839
UE4 Prerequisites (x64)
Catalyst Control Center Next Localization CS
Microsoft Visual C++ 2012 x64 Additional Runtime - 11.0.61030
AMD Settings
Catalyst Control Center Next Localization DA
Catalyst Control Center Next Localization RU
Microsoft Visual C++ 2008 Redistributable - x64 9.0.30729.6161
AMD Problem Report Wizard
Debug Diagnostics 2 Update 2
Catalyst Control Center Next Localization TR
Microsoft Visual C++ 2013 x64 Additional Runtime - 12.0.21005
Catalyst Control Center Next Localization ES
Microsoft Visual C++ 2013 x64 Minimum Runtime - 12.0.21005
Catalyst Control Center Next Localization SV
Catalyst Control Center Next Localization IT
Microsoft Visual C++ 2017 x64 Additional Runtime - 14.14.26429
Catalyst Control Center Next Localization CHT
Update for Windows 10 for x64-based Systems (KB4023057)
Microsoft Visual C++ 2012 x64 Minimum Runtime - 11.0.61030
Catalyst Control Center Next Localization DE
Catalyst Control Center Next Localization EL
AMD User Experience Program Installer
Catalyst Control Center Next Localization NO
Catalyst Control Center Next Localization NL
Catalyst Control Center Next Localization BR
Catalyst Control Center Next Localization CHS
Catalyst Control Center Next Localization JA
Branding64
Catalyst Control Center Next Localization PL


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

C:\Program Files (x86)\Google\Chrome\Application\chrome.exe 00002310
C:\Program Files (x86)\Razer\Razer Services\Razer Central\CefSharp.BrowserSubprocess.exe 00002620
C:\ProgramFiles (x86)\Razer\Razer Services\Razer Central\Razer Central.exe 00002A84
C:\ProgramFiles (x86)\Razer\Synapse3\Service\..\UserProcess\Razer Synapse Service Process.exe 00002120
C:\ProgramFiles (x86)\Razer\Synapse3\WPFUI\Framework\Razer Synapse 3 Host\Razer Synapse3.exe 000028F0
C:\Program Files (x86)\Razer\Synapse\RzSynapse.exe 00002B5C
C:\Program Files (x86)\Samsung\RAPID\CacheFilter\SamsungRapidApp.exe 0000168C
C:\Program Files (x86)\Samsung\Samsung Magician\SamsungMagician.exe 00001CF0
C:\Program Files (x86)\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivlauncher.exe 00001370
C:\Program Files (x86)\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivsysinfo64.exe 00003168
C:\Program Files\AMD\CNext\CNext\AMDRSServ.exe 00002464
C:\Program Files\AMD\CNext\CNext\RadeonSettings.exe 00002070
C:\Program Files\AMD\CNext\CNext\amdow.exe 00001690
C:\Program Files\Plantronics\HD1\optimus3D_x64.exe 00002064
C:\Program Files\Realtek\Audio\HDA\RAVBg64.exe 00002104
C:\Program Files\Realtek\Audio\HDA\RtkNGUI64.exe 00001CD4
C:\ProgramFiles\WindowsApps\Microsoft.WindowsStore_11904.1001.1.0_x64__8wekyb3d8bbwe\WinStore.App.exe 00001E5C
C:\ProgramFiles\WindowsApps\Microsoft.YourPhone_1.19051.545.0_x64__8wekyb3d8bbwe\YourPhone.exe 00001F1C
C:\Users\Travis\AppData\Local\Discord\app-0.0.305\Discord.exe 00002C28
C:\WINDOWS\Explorer.EXE 000016AC
C:\WINDOWS\System32\rundll32.exe 00000F30
C:\WINDOWS\System32\svchost.exe 00002960
C:\WINDOWS\system32\ApplicationFrameHost.exe 000021A0
C:\WINDOWS\system32\DllHost.exe 00002448
C:\WINDOWS\system32\SearchFilterHost.exe 00001184
C:\WINDOWS\system32\SettingSyncHost.exe 00001814
C:\WINDOWS\system32\conhost.exe 000010FC
C:\WINDOWS\system32\ctfmon.exe 00000DA0
C:\WINDOWS\system32\igfxEM.exe 00000FAC
C:\WINDOWS\system32\schtasks.exe 000010D8
C:\WINDOWS\system32\sihost.exe 00000B7C
C:\WINDOWS\system32\svchost.exe 000017E8
C:\WINDOWS\system32\taskhostw.exe 00000C64
C:\Windows\ImmersiveControlPanel\SystemSettings.exe 00003304
C:\Windows\System32\RuntimeBroker.exe 00002384
C:\Windows\System32\smartscreen.exe 00001E10
C:\Windows\SystemApps\Microsoft.Windows.Cortana_cw5n1h2txyewy\SearchUI.exe 00001C5C
C:\Windows\SystemApps\Microsoft.Windows.StartMenuExperienceHost_cw5n1h2txyewy\StartMenuExperienceHost.exe 00001A88
C:\Windows\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe 00002B14

[Dynratygus]

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

How long have you been having this issue? Have there been any updates or changes made to the PC?

Hope to see you online!

[Sajen]

Dynratygus,

No changes other than the May Windows 10 update. I have since updated to the most current build (1903) and also installed the latest insider build bug fixes to try and remedy in addition to troubleshooting steps mentioned above. It's also worth mentioning this is the only application that causes the issue. I read on other posts to try and run in compatibility mode as well, which has been done.

[Dynratygus]

Good afternoon and thank you for the reply.

I noticed on the system report, you have a graphics driver that dates back to October 2018. Please update the driver to a more recent version. Also, what is the exact graphics card on your PC?

Hope to see you online

[Sajen]

Sapphire R290x Tri-X OC. Also, The installed GPU software is 19.5.2 which is most current per AMD/Radeon. You seem to be referencing the on-board Intel drivers which are disabled but most current..

https://ibb.co/tXRskXn

[Sajen]

Super not helpful. I think you may be losing another subscriber.

System 09:48：You are now connected to Agent Piati.

Agent Piati 09:48：Hello and thank you for contacting the SQUARE ENIX Support Center. Just a few moments while I review the information on the ticket. While I look over your ticket information, may I have your first name please?

Customer 09:48：Hello Piati, my name is Travis.

Agent Piati 09:48：Hello Travis. For clarification, you are receiving a Direct X Error when trying to play Final Fantasy XIV?

Customer 09:48：Correct.

Agent Piati 09:49：Alright. I can provide some suggestions that you can try to help resolve the error, as well as inform to make a post on our official forums if you would like.

Customer 09:50：I posted to the official site, as have others, and no solutions have been offered.

Customer 09:51：So far I have uninstalled and reinstalled game. Ensured all drivers are current. Cleaned registry. Ran mal-ware scan. Verified no overheating of components.Ran game in compatibility mode. Ran stress tests on memory, CPU and GPU. Updated Windows 10 to most current build. Disabled all overlays and non-essential programs/processes.

Agent Piati 09:52：That is a good bit of things to try. I can provide more suggestions if possible. Many apologies if some of the suggestions are repeats.

Agent Piati 09:54：Please try the following troubleshooting methods in order to resolve the issue:

- Update/reinstall your graphics card drivers (preferably a clean install)
- Disable all programs/overlays running in the background
- Make sure your anti-virus software has the appropriate exceptions for Final Fantasy XIV
- Set compatibility mode to Windows 7 (Right-click the exe file, select 'Properties,' select the 'Compatibility' tab and choose Windows 7.
- Perform a clean boot*

*To perform a clean boot for Windows 8/10: Open the Task Manager and select the 'Start Up' Tab. disable everything here and restart the PC.

Windows 7: Click Start, type 'msconfig.exe' in the Start Search Box, then press Enter to start the System Configuration utility. On the General tab, click the Selective Startup option, and then click to clear the Load Startup Items check box. On the Services tab, click to select the Hide All Microsoft Services check box, and then click Disable All.

Agent Piati 09:54：Should the issue still persist after attempting all the listed troubleshooting, we advise that you reinstall the game (make sure to delete any FFXIV files in the 'My Documents' > 'My Games' > 'Final Fantasy XIV' folder). You can re-download the game client at the following link. : http://www.finalfantasyxiv.com/playersdownload/na. We recommend that the game be installed on the C: drive, as installing it on any drive that is not the default may cause more problems.

Customer 09:55：So, I've done all those things.

Agent Piati 09:55：Alright. Let me see if I can find anymore suggestions for this error.

Agent Piati 09:59：Many apologies. Have you forwarded the necessary ports?

Customer 10:00：On router? yes.

Agent Piati 10:00：Just for clarification:

▼TCP
54992 through 54994,
55006 through 55007,
55021 through 55040

These ports, correct?

Customer 10:01：let me verify

Agent Piati 10:01：Much appreciated

Customer 10:03：Yes.

Agent Piati 10:04：I can perform a tracert to see if there is any packet loss, if you would like?

Customer 10:06：sure.

Customer 10:07：XX.XX.XXX.XX

Agent Piati 10:07：Many thanks. One moment please.

Agent Piati 10:13：I do see packet loss from 14-30. Who/what is your ISP?

Customer 10:13：Comcast.

Customer 10:14：I don't see how internet connection effects Directx though.

Agent Piati 10:14：That is where it shows the connection dropping off.

Agent Piati 10:15：With the loss from 14-30, it just means that something from you to our servers is causing interference with being able to access the game. It might not be the exact cause of the DirectX error, however that is a factor to include.

Customer 10:16：So what could other factor's be?

Agent Piati 10:18：Have you reinstalled DirectX? I do know that the issue could also be with the drivers. I see that you said you updated them, however it may need to be reinstalled.

Customer 10:18：I have.

Customer 10:18：Ran a dxdiag as well.

Customer 10:18：It's becoming unplayable due to the frequent crashes.

Agent Piati 10:20：I do apologize. I can go ahead and take all of this information and forwarded it as feedback to the appropriate department. I wish there were more suggestions I could provided, however we are limited with what technical information we have to provide for these errors. If anything, I would also advise contacting your Internet Service Provider and making a report with them.

System 10:22：Succeeded in sending tracert.PNG

Customer 10:22：Attached is my tracert to the Aether server.

Agent Piati 10:22：I am not able to see images per security purposes. Many apologies.

Customer 10:23： 1 5 ms 3 ms 4 ms testwifi.here [192.168.86.1]
2 16 ms 16 ms 12 ms 96.120.61.69
3 16 ms 17 ms 18 ms ae-102-rur01.salem.or.bverton.comcast.net [162.151.212.45]
4 13 ms 12 ms 11 ms ae-2-rur02.salem.or.bverton.comcast.net [68.85.146.170]
5 21 ms 17 ms 19 ms 96.108.80.73

Customer 10:23： 6 20 ms 21 ms 24 ms be-33490-cr01.seattle.wa.ibone.comcast.net [68.86.92.217]
7 25 ms 20 ms 20 ms be-10847-pe02.seattle.wa.ibone.comcast.net [68.86.86.226]
8 22 ms 21 ms 21 ms ae-31.a00.sttlwa01.us.bb.gin.ntt.net [129.250.66.149]
9 36 ms 35 ms 38 ms ae-14.r05.sttlwa01.us.bb.gin.ntt.net [129.250.5.133]
10 28 ms 23 ms 25 ms ae-6.r23.sttlwa01.us.bb.gin.ntt.net [129.250.2.88]

Customer 10:23： 11 34 ms 40 ms 35 ms ae-3.r23.snjsca04.us.bb.gin.ntt.net [129.250.3.124]
12 36 ms 41 ms 41 ms ae-45.r01.snjsca04.us.bb.gin.ntt.net [129.250.3.175]
13 39 ms 41 ms 39 ms ae-4.r00.scrmca02.us.bb.gin.ntt.net [129.250.7.57]
14 38 ms 41 ms 47 ms xe-0-1-0-1-1.r00.scrmca02.us.ce.gin.ntt.net [129.250.195.46]
15 38 ms 39 ms 42 ms 204.2.229.234
16 37 ms 47 ms 50 ms 204.2.229.9

Agent Piati 10:24：I see no loss for that tracert. However when I ran the tracert there was loss. I am not sure what more I can suggest in regards to the error received. I do apologize again for the inconvenience.

Customer 10:24：I am simply showing the tracert from me to the server as ok. if you're seeing issues on your side.. that implies it's on your end.

Customer 10:25：Pleas eescalate the situation as I would like to experience the expansion without crashed. Thank you.

Agent Piati 10:25：I will forwarded all the feedback provided to me to the appropriate department. Apologies that there isn't an immediate fix to the error received. Are there any different concerns or questions I can assist you with right now?

Customer 10:26：No, how will I be contacted for a follow-up?

Agent Piati 10:26：You are more than welcome to contact us back. For feedback that is forwarded, we do not have a follow up of contact. I can assure you, though, that the reports will be read. I just cannot guarantee any kind of implementation.

Customer 10:27：Nice

Agent Piati 10:27：Apologies again. Is there any other feedback that I can forward along with the current report?

Customer 10:27：Nope.

Agent Piati 10:27：Understood. Thanks again for contacting the SQUARE ENIX Support Center! If you encounter any other questions or concerns, please do not hesitate to contact us again and we will be happy to assist.

We are always looking for ways to improve our customer experience, and our customer service survey is a great way to make your voice heard. If you would like to leave feedback regarding your experience with us, please feel free to complete a brief survey we will send to you. Take care!

System 10:28：Agent Piati has ended the chat session.

[Dynratygus]

Thank you for the reply.

If you have anything over clocked please set it to factory speeds. Everything mentioned in your previous contact would be standard trouble shooting for a crash such as this.

Hope to see you online!

[Sajen]

Dynratygus,

Nothing is OC'd now or ever. I just formatted PC, I'll let you know if the issue occurs. If it does, it should happen within 24 hours.

Update: System format did NOT resolve.

[Einmimiria]

Thank you for the update Sajen.

The error you are experiencing is a rather vague one, unfortunately. This makes it difficult to determine where exactly the issue stems from. If you followed the suggestions from your contact with chat support (as well as all the other troubleshooting you've done), it's possible you may be experiencing a hardware issue. It's difficult to tell exactly what part or parts may be the issue, if this is the case. Is it possible to try the game on a different device to see if the errors still occur?

Thank you for visiting the Final Fantasy XIV Technical Support Forums.

[Sajen]

On Mon 6/10/2019 6:22:20 PM your computer crashed or a problem was reported
crash dump file: C:\WINDOWS\LiveKernelReports\WATCHDOG\WATCHDOG-20190610-1822.dmp
This was probably caused by the following module: atikmpag.sys (0xFFFFF80434E106E0)
Bugcheck code: 0x117 (0xFFFFB8000104E460, 0xFFFFF80434E106E0, 0x0, 0x0)
Error: VIDEO_TDR_TIMEOUT_DETECTED
file path: C:\WINDOWS\System32\DriverStore\FileRepository\u0342568.inf_amd64_6bbd8abe5e4e65fe\B342566\atikmpag.sys
product: AMD driver
company: Advanced Micro Devices, Inc.
description: AMD multi-vendor Miniport Driver
Bug check description: This indicates that the display driver failed to respond in a timely fashion.
A third party driver was identified as the probable root cause of this system error. It is suggested you look for an update for the following driver: atikmpag.sys (AMD multi-vendor Miniport Driver, Advanced Micro Devices, Inc.).
Google query: atikmpag.sys Advanced Micro Devices, Inc. VIDEO_TDR_TIMEOUT_DETECTED