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

You mentioned your friend is a new player, have they ever been able to log in, or has this been an issue from the start?

Double-check that Windows is completely up to date (including any 'Optional' and 'Recommended' updates).

Also try a clean reinstall of the graphics card drivers.

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