Black screen with distorted buzz noise during dungeons, sometimes cutscenes

[Schmacob]

Hello, I recently built a new PC that seems to be having some issues with mainly this game only. I've started to notice a trend in where it happens, which seems to be shadowbringer dungeons and when I was going through the story I would get them towards the end. It essentially crashes my computer when it happens.
That being said, I do have a newer type of graphics card, the 5700 XT, and my previous system used a 980 and was fine with shadowbringers and never crashed while playing this game.

I've done a ton of troubleshooting on my own from uninstalling drivers through DDU and reinstalling, updating BIOS, making sure windows updates are up to date, reseating the graphics card while also making sure I was using two seperate PCI-E cords instead of the one with two 8 pins attached to it. I've upped speed fans to the point where the card is running pretty cool for the type of blower style graphics card it is. I've also made sure no additional settings through AMD Adrenaline were on.

I always thought the problem was just from being underload but if I load another graphic heavy game it seems to be fine.

The problem has also happened on my previous monitor so both HDMI and Display Port have been used and that also means that 60hz and 144hz have experienced the crash. Earlier while running the Holimster Switch dungeon, it did the black screen and distorted buzz noise for 2 seconds and came back on which was odd. Almost always it results in restarting my computer by itself.

It's gotten to a point where I'm limiting myself in the game because I don't want to punish a group by me crashing in the middle of a pull or other raid content.

[Schmacob]

For system specs

Asus X570 Prime Pro on BIOS vers. 1005
AMD Ryzen 3700x @ Stock Speed
Radeon 5700XT Reference Model
16GB Memory clocked at 3.2 running stable tested through memtest overnight
Running on an NVME Western Digital Black Drive
Windows 10 Home 1903, all latest updates as of 9/10/2019 installed
AMD Driver 19.9.1 with fan settings increased to prevent overheating. No additional overclocking.

[Schmacob]

I also forgot to mention that it happens on the character creation screen so it might not just be tied to Shadowbringers content.

[Einmimiria]

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

This only started happening after you built this PC, correct? You didn't have any issues with your old PC?

When the game crashes, do you receive any kind of error message?

Can you submit a Final Fantasy XIV system report? Simply go to the 'Config' option on the Final Fantasy XIV launcher and to the right of 'System Information' click on 'Display.'

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

[Schmacob]

Hey Einmimiria, thank you for your help.

The game gives me no error message and I can't find anything in the event viewer other than that the system had an unexpected shut down since it goes blank and crashes my PC. I ran Crystal Tower earlier and it was fine but running the first Shadowbringers dungeon did the same thing again as last night, instead of crashing now, it does the blank screen with a short buzz noise and comes back to the game. It was crashing my whole system to the point of restarting it.

And yes correct, it started when I built the new PC, my older PC had an intel 3570k and nvidia 980. That being said I kind of expected a few hardware issues with it being all new technology that AMD came out with. I wasn't sure if maybe the 5700XT drivers just weren't cutting it for FF14 yet or what but it's a very odd problem. I've ran FF14 back on an AMD card when it first came out and didn't have any issues either.



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

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SYSTEM_CPU AMD Ryzen 7 3700X 8-Core Processor (16 CPUs), ~3.6GHz
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SYSTEM_DIRECTX_VERSION DirectX 12
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SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
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FFXIVLauncher
Black screen with distorted buzz noise during dungeons, sometimes cutscenes - Google Chrome
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[Dynratygus]

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

Do you experience crashing with any other program? Also when the game crashes, is there anything over heating?

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

[Schmacob]

Thank you for the reply, I have once gotten the same crash on another game before. It only happened once however. All the other games I've played that would be considered heavier than FF14 seem to be fine. It just crashed on me maybe 5 minutes ago and I was actively monitoring the temps. My graphics card was at 72c peak and thats with the fans very high past default.
I have no overlays on, including the AMD one.
I experienced a 11000002 error earlier but it did not crash my computer like my original issue. It merely closed the game. I read in another thread to run in compatibility mode which I am doing now.

[Dynratygus]

Good afternoon and thank you for the reply

Are there any programs or overlays running when the game crashes. If so, could you disable them? Does the crash happen when Final Fantasy XIV is the only program running?

Thank you for visiting the Final fantasy XIV Technical Support Forums

[Schmacob]

Hi, sorry for the late reply but I have disabled Radeon Overlay as well. No other overlays are used. I thought the problem was fixed where I underclocked my card so it doesn't go past 70c at a reasonable fan speed but it still did it earlier today running an expert. I'm just confused as to why it almost always happens in Shadowbringers content.
I've ran it in compatibility mode now. While earlier it was not a complete crash, it did it for about 2 seconds and recovered itself.
The only other program running in the background is Steam and Wattman for my underclock from Radeon. The crash would happen even when I had that aspect of the display driver uninstalled completely.
Maybe it's just a driver issue? I know Navi cards are new from AMD so perhaps FF14 just hates the architecture for some reason.

[Dynratygus]

Good morning and thank you for the reply.

If you have not done so already, please try doing a cleanboot. Open the task manager and select the 'Start up' Tab. Disable everything here and restart the PC.

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