Consistent Crash during Leviathan Cutscene

[Rhomagus]

The game seems to run fine everywhere else except during the cutscene played during the quest, "The Lord of the Whorl". The scene plays out fine all the way until the very moment Leviathan bursts out from the water. At that point, my system goes straight to restarting itself, almost every time.

The only reason I say almost is because it's been able to make it past that moment on very rare occasions. When I immediately try to watch the cutscene again to see if what I've done has fixed the situation, the crash happens again.

Things I've tried:
Reinstall of the following:
- Final Fantasy XIV onto a different hard drive, Nvidia Drivers, Nvidia Geforce Experience, Windows 10
Lowering graphical quality presets from Maximum to Standard (Laptop)
Replaying the Cutscene on different characters

So far this only happens at this very exact moment in this one scene in the entire game. Any help in remedying this would be greatly appreciated as I don't want this same thing to happen in Shadowbringers. Thank you.

[Hadewych]

if your computer restart seems not a driver softwer side problem, its definetly hardwar, run memtest to check your ram, change the thermal paste of your cpu and graphic card, and look itself if the graphic card can run heavy benchmarks like furmark. Im sure or your graphic card or your ram is dying.

[Dynratygus]

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

How long have you been experiencing the crash? Is there an error message that appears? If so, could you provide the error message in your next reply? 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!

[Rhomagus]

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

How long have you been experiencing the crash? Is there an error message that appears? If so, could you provide the error message in your next reply? 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!

I've been experiencing the crash since 06/13/2019. Unfortunately there is no error message, the screen goes black as soon as Leviathan jumps out of the water and forces a system restart.

Here is my system information:



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

MyDocument C:\Users\Rhomagus\Documents
ProxyEnable 0
ProxyServer unspecified
ProxyOverride unspecified


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

SYSTEM_OS Windows 10 Pro 64-bit (6.2, Build 9200) (17763.rs5_release.180914-1434)
SYSTEM_CPU Intel(R) Core(TM) i7 CPU 940 @ 2.93GHz (8 CPUs), ~2.9GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 8 SYSTEM_CORE_PHYSICS 4
SYSTEM_BIOS BIOS Date: 09/02/09 18:58:13 Ver: 08.00.15
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 24566.113MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 28150.113MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 476.270GB SYSTEM_FREEDISC_SPACE 394.731GB
SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 1863.015GB SYSTEM_FREEDISC_SPACE 221.630GB
SYSTEM_STORAGE E:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 2794.394GB SYSTEM_FREEDISC_SPACE 149.063GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS NVIDIA GeForce GTX 980 Ti
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP GeForce GTX 980 Ti
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 6097.625 MB
SYSTEM_GRAPHICS_SHARED_VRAM 12283.057 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_b49751b9038af669\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_b49751b9038af669\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_b49751b9038af669\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_b49751b9038af669\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 26.21.0014.3086
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_SOUND Speakers (Yeti Stereo Microphone)
SYSTEM_SOUND_DEVICE_ID {8FCBEAB2-8D54-46CA-85A5-3E21126F7609}
SYSTEM_SOUND_DEVICE_NAME USBAUDIO.sys
SYSTEM_SOUND_DRIVER_VERSION 6.02.17763.0001
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 9/14/2018 00:00:00
SYSTEM_SOUND Digital Audio (S/PDIF) (High Definition Audio Device)
SYSTEM_SOUND_DEVICE_ID {1B374A7F-3F25-44CF-9EE7-7D5987F8D83D}
SYSTEM_SOUND_DEVICE_NAME HdAudio.sys
SYSTEM_SOUND_DRIVER_VERSION 6.02.17763.0001
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 9/14/2018 00:00:00
SYSTEM_SOUND SONY TV XV (NVIDIA High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {5AA89FBD-A193-44A0-83FE-B4A9EC06A88A}
SYSTEM_SOUND_DEVICE_NAME nvhda64v.sys
SYSTEM_SOUND_DRIVER_VERSION 1.03.0038.0016
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 3/18/2019 00:00:00
SYSTEM_SOUND Digital Audio (S/PDIF) (High Definition Audio Device)
SYSTEM_SOUND_DEVICE_ID {8DEF1B5C-5767-4F75-9EE3-68FBBE21F1B5}
SYSTEM_SOUND_DEVICE_NAME HdAudio.sys
SYSTEM_SOUND_DRIVER_VERSION 6.02.17763.0001
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 9/14/2018 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 {0B5B9D50-8EE1-11E9-8003444553540000}
SYSTEM_INPUT_NAME G19 Gaming Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 7 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0B5D23F0-8EE1-11E9-8004444553540000}
SYSTEM_INPUT_NAME G19 Gaming Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0B59EFA0-8EE1-11E9-8001444553540000}
SYSTEM_INPUT_NAME Gaming Mouse G600
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0B5E5C70-8EE1-11E9-8005444553540000}
SYSTEM_INPUT_NAME G19 Gaming Keyboard (Macro interface)
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0B5AB2F0-8EE1-11E9-8002444553540000}
SYSTEM_INPUT_NAME Steam Controller
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0B6190C0-8EE1-11E9-8006444553540000}
SYSTEM_INPUT_NAME Steam Controller
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0B62A230-8EE1-11E9-8007444553540000}
SYSTEM_INPUT_NAME Steam Controller
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0B63B3A0-8EE1-11E9-8008444553540000}
SYSTEM_INPUT_NAME Steam Controller
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0


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

FFXIVLauncher
Microsoft Edge
Consistent Crash during Leviathan Cutscene and 4 more pages ‎- Microsoft Edge
Steam
Microsoft Edge
Microsoft Edge
Microsoft Edge
Microsoft Edge
/watch - DevTools
Microsoft Edge
LBRY
Microsoft Edge
Microsoft Edge
Mail
Inbox - Outlook ‎- Mail
Settings
Settings
Microsoft Store
Microsoft Store
Microsoft Edge
Microsoft Edge


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

OBS Studio
Steam
Microsoft Visual C++ 2013 x86 Minimum Runtime - 12.0.21005
Microsoft Visual C++ 2017 Redistributable (x86) - 14.13.26020
Microsoft Visual C++ 2017 Redistributable (x64) - 14.13.26020
Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.21005
Microsoft Visual C++ 2017 x86 Additional Runtime - 14.13.26020
Microsoft Visual C++ 2017 x86 Minimum Runtime - 14.13.26020
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.21005
Microsoft Visual C++ 2013 x86 Additional Runtime - 12.0.21005
LBRY 0.33.1
FINAL FANTASY XIV Online
Microsoft Visual C++ 2017 x64 Minimum Runtime - 14.13.26020
Microsoft Visual C++ 2013 x64 Additional Runtime - 12.0.21005
Microsoft Visual C++ 2013 x64 Minimum Runtime - 12.0.21005
NVIDIA Ansel
NVIDIA Control Panel 430.86
NVIDIA Graphics Driver 430.86
NVIDIA Optimus Update 37.0.0.0
NVIDIA PhysX System Software 9.19.0218
NVIDIA HD Audio Driver 1.3.38.16
NVIDIA Install Application
NVIDIA Display Container
NVIDIA Display Container LS
NVIDIA Display Watchdog Plugin
NVIDIA Display Session Container
NVIDIA Update Core
Microsoft Visual C++ 2017 x64 Additional Runtime - 14.13.26020


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

C:\Program Files (x86)\Steam\Steam.exe 00002458
C:\Program Files (x86)\Steam\bin\cef\cef.win7\steamwebhelper.exe 000004A8
C:\Program Files (x86)\Steam\steamapps\common\FINAL FANTASY XIV Online\boot\ffxivlauncher.exe 00003380
C:\Program Files (x86)\Steam\steamapps\common\FINAL FANTASY XIV Online\boot\ffxivsysinfo64.exe 00001F3C
C:\Program Files\LBRY\LBRY.exe 000006A0
C:\Program Files\LBRY\resources\static\daemon\lbrynet.exe 000018EC
C:\Program Files\WindowsApps\Microsoft.SkypeApp_14.46.60.0_x64__kzf8qxf38zg5c\SkypeApp.exe 00001A0C
C:\Program Files\WindowsApps\Microsoft.SkypeApp_14.46.60.0_x64__kzf8qxf38zg5c\SkypeBackgroundHost.exe 00001A28
C:\Program Files\WindowsApps\Microsoft.SkypeApp_14.46.60.0_x64__kzf8qxf38zg5c\SkypeBridge\SkypeBridge.exe 00001154
C:\Program Files\WindowsApps\Microsoft.Windows.Photos_2019.19041.16510.0_x64__8wekyb3d8bbwe\Microsoft.Photos.exe 00000E8C
C:\Program Files\WindowsApps\Microsoft.WindowsStore_11905.1001.4.0_x64__8wekyb3d8bbwe\WinStore.App.exe 00002B3C
C:\Program Files\WindowsApps\Microsoft.YourPhone_1.19051.545.0_x64__8wekyb3d8bbwe\YourPhone.exe 00001A98
C:\Program Files\WindowsApps\microsoft.windowscommunicationsapps_16005.11629.20174.0_x64__8wekyb3d8bbwe\HxOutlook.exe 00001970
C:\Program Files\WindowsApps\microsoft.windowscommunicationsapps_16005.11629.20174.0_x64__8wekyb3d8bbwe\HxTsr.exe 00002B74
C:\WINDOWS\Explorer.EXE 00001048
C:\WINDOWS\System32\svchost.exe 00001658
C:\WINDOWS\system32\ApplicationFrameHost.exe 0000198C
C:\WINDOWS\system32\DllHost.exe 00001C28
C:\WINDOWS\system32\MicrosoftEdgeSH.exe 000006EC
C:\WINDOWS\system32\SearchProtocolHost.exe 00001750
C:\WINDOWS\system32\SettingSyncHost.exe 00001DC4
C:\WINDOWS\system32\browser_broker.exe 00001BD0
C:\WINDOWS\system32\conhost.exe 000008D4
C:\WINDOWS\system32\sihost.exe 0000134C
C:\WINDOWS\system32\svchost.exe 00001594
C:\WINDOWS\system32\taskhostw.exe 000007A8
C:\Windows\ImmersiveControlPanel\SystemSettings.exe 000025EC
C:\Windows\System32\MicrosoftEdgeCP.exe 00003630
C:\Windows\System32\MicrosoftEdgeDevTools.exe 00001B24
C:\Windows\System32\RuntimeBroker.exe 00000E68
C:\Windows\System32\SecurityHealthSystray.exe 00002384
C:\Windows\System32\Speech_OneCore\Common\SpeechRuntime.exe 0000194C
C:\Windows\System32\SystemSettingsBroker.exe 000016CC
C:\Windows\System32\smartscreen.exe 000021BC
C:\Windows\SystemApps\InputApp_cw5n1h2txyewy\WindowsInternal.ComposableShell.Experiences.TextInput.InputApp.exe 000017CC
C:\Windows\SystemApps\Microsoft.MicrosoftEdge_8wekyb3d8bbwe\MicrosoftEdge.exe 00001A54
C:\Windows\SystemApps\Microsoft.Windows.Cortana_cw5n1h2txyewy\RemindersServer.exe 000019A4
C:\Windows\SystemApps\Microsoft.Windows.Cortana_cw5n1h2txyewy\SearchUI.exe 00001630
C:\Windows\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe 00001764

[Dynratygus]

Thank you for reply.

Please make sure all your drivers are updated (audio drivers re from 2018). Could you also try doing a cleanboot? Open the task manager and select the 'Start up' Tab. Disable everything here and restart the PC.

Hope to see you online!

[Rhomagus]

Thank you for reply.

Please make sure all your drivers are updated (audio drivers re from 2018). Could you also try doing a cleanboot? Open the task manager and select the 'Start up' Tab. Disable everything here and restart the PC.

Hope to see you online!

Done, but the issue still persists.

[Einmimiria]

Thank you for the update Rhomagus.

When you reinstalled the game, did you remove the locally-saved data folder (located My Documents > My Games > Final Fantasy XIV)?

If this does not work, you may want to try setting the compatibility mode to Windows 7. Right-click on the ffxivboot.exe file and select ‘Properties.’ Then select the ‘Compatibility’ tab and choose Windows 7.

As mentioned above, if your PC is restarting, it may be something hardware related. Can you see if any part of your PC is overheating?

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