Computer forced to restart during various cutscenes in Shadowbringers

[Rhomagus]

I get no error messages when my computer just suddenly restarts on it's own in the middle of certain Shadowbringers cutscenes. The following issue arises in the following cutscenes:

• "View from Above" Cutscene #1 - When the machines collide with the Sin Eaters, the computer restarts upon explosion.
• "Extinguishing the Last Light" Cutscene #7 - Right as the Crystal Exarch's hood is blown back.
• "Shadowbringers" Cutscene #2 - Right after Emet-Selch delivers the line, "Surrender to your fate, and let the transformation take you."
• "Shadowbringers" Cutscene #5 - Right as the scene goes dark from the "lance of light" penetrating the boss.

All of these scenes tend to be heavy on light particle effects or explosions. I still get these crashes when switching to DirectX 9. Others with vastly superior systems to my own have also been having similar issues when running DirectX 11. Any help would be greatly appreciated.

[Dynratygus]

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

How long have you been experiencing these crashes? Were any updates updates or changes made to the PC the coincide with this issue? Outside switching between DX 9 and DX11, what have you tried to alleviate the issue?

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

[Rhomagus]

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

How long have you been experiencing these crashes?

For the past few days as that's when I first reached the point of these cutscenes.

Were any updates updates or changes made to the PC the coincide with this issue?

None that I'm aware.

Outside switching between DX 9 and DX11, what have you tried to alleviate the issue?

I've forced V-sync in Nvidia Display settings. Upgraded my Nvidia Geforce Experience Drivers. Alternated between the 60fps cap and none capped framerate in the Display Settings in game. Disabled Steam overlay. Disabled Windows Game Mode. Disabled Geforce Experience Overlay. Did a clean reboot. All to no avail.

Currently I'm reinstalling the game to see if that fixes the issues. I will report back soon with my findings.

UPDATE: Just reinstalled the game and the game still resets at the exact moments in the scenes as described above.

[Dynratygus]

Good afternoon and thank you for the reply.

In your next reply, could you 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.' Could you try changing the resolution? If you are playing in full screen, could you try playing in bordless or windowed mode? Please also try changing the compatibility mode. To change compatibility mode, right click 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.

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

[Rhomagus]

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[snowstriker]

Hello, I get the same issue during one of the cutscenes mentioned above:

"Extinguishing the Last Light" Cutscene #7 - Right as the Crystal Exarch's hood is blown back.

and I can reproduce it when viewing the cutscene in the Inn. The way I got past it originally was by clicking off my screen thus causing the FPS to dip to 15 (my inactive client FPS setting is set to 15). My GPU temps/usage did not get very high (I have an RTX 2080TI) so I'm not sure why clicking off even helped, unless it was just luck.

I have, however, also gotten this issue in another game so I'm unsure if it's FFXIV specific. I ordered a new power supply and will try again when it is installed.

The event log says: Kernel-Power ID 41 for the Critical issue. "The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly." which isn't terribly helpful.

[Dynratygus]

Good morning and than you for the reply.

Rhomagus, does the crash occur when the resolution of the game is changed?

snowstriker, could you crate your own thread with the following:

-Error messages received (if any)
- System report ( Simply go to the 'Config' option on the Final Fantasy XIV launcher and to the right of 'System Information' click on 'Display.')
-Other programs being used when running FFXIV:
-When does crash occur/How often:
-Techniques used to solve problem:

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

[Rhomagus]

Good morning and than you for the reply.

Rhomagus, does the crash occur when the resolution of the game is changed?

snowstriker, could you crate your own thread with the following:

-Error messages received (if any)
- System report ( Simply go to the 'Config' option on the Final Fantasy XIV launcher and to the right of 'System Information' click on 'Display.')
-Other programs being used when running FFXIV:
-When does crash occur/How often:
-Techniques used to solve problem:

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

I'm able to alleviate the issue when I lower the resolution to 1080p (24hz) Full Screen, but this is not ideal, as the rest of the game runs more than well everywhere else when playing 1080p (Borderless Window). Also, similar to snowstriker, our systems are more than enough to handle Final Fantasy XIV, his even more so than mine.

[Dynratygus]

Good afternoon and thank you for the reply.

Are you able to check if anything is over heating on the PC?


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

[Rhomagus]

Good afternoon and thank you for the reply.

Are you able to check if anything is over heating on the PC?


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

Just received a new Power Supply Unit (PSU) in the mail today. Temps seemed fine all over but I did notice that when I would play with an uncapped framerate my GPU usage was at a solid 100%. When I would instill a cap in the games settings (to 60 frames) I would still get the problem described as above.

Turns out the new PSU fixed the issue. Reviewing the scenes described above, even with my framerate capped, my GPU in Task Manager reads below 50% usage consistently, except during those scenes there would be a massive upward spike in GPU usage. With frames uncapped, my old PSU couldn't handle it but since it was at a consistent 100% there was no real sudden spike. When playing with capped frames, there'd be a massage jump from 35% usage to 100% usage within a second. This is effectively firing off a small explosion in my PSU.

I wasn't able to notice the spike before because it would crash to restart. Now with the new PSU, I can actually verify the spike as it can withstand everything XIV can throw at it. I can now cap the frames at 60 with no issues either, so that leaves headroom for overlays and background programs, though the GPU spikes are concerning, and those with uncapped frames but no monitor to display those frames past 60 or 144 may want to look into capping frames as that drastically reduces GPU utilization.

Thanks for your continued assistance with this issue Dynratygus.