Black screen launcher

[Senko]

Hello,
I have an issue where when I try to launch the launcher I will only get a black screen with a loading mouse icon.
I already looked up for solutions and tried going directly to use the boot.exe, reset internet explorer settings, reinstall the game, reinitialize my pc and updating my drivers. Shutting down both the firewall and Windows defender and allowing ff14 through them. Launching the game as admin and in win7-8 compatibility mode.
I seem to have this issue since a Windows update in mai (that I used to delay as much as possible after Rolling back to a previous update. what I can't do anymore)
Now sometimes the game will randomly let the launcher load, usually not completly. But most of the time I have this loading black screen launcher and I'm out of ideas how to fix this.

Hopefully someone has a solution,
Thank you

[Dynratygus]

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

Is there an error message that appears or is just the back screen? Outside of the Windows update, were any other updates or changes made to the PC?

Thank you for visiting the Final Fantasy XIV Technical Support Forums

[Senko]

Hello
I didn't see any error messages no. It just happens sometimes after rebooting the pc and can stay like that for hours or just "randomly work" again without me finding what was the cause of this.

[Dynratygus]

Good afternoon and thank you for the 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.'

Thank you for visiting the Final Fantasy XIV Technical Support Forums

[Senko]

Sorry for the delay
Here's the system report,
Thank you


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

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


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

SYSTEM_OS Windows 10 Famille 64 bits (6.2, version 9200) (18362.19h1_release.190318-1202)
SYSTEM_CPU Intel(R) Core(TM) i7-5700HQ CPU @ 2.70GHz (8 CPUs), ~2.7GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 8 SYSTEM_CORE_PHYSICS 4
SYSTEM_BIOS E1812IMS.110
SYSTEM_LANGUAGE français (Paramètres régionaux*: français)
SYSTEM_MEMORY 16339.277MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 18771.277MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 236.694GB SYSTEM_FREEDISC_SPACE 125.697GB
SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 912.771GB SYSTEM_FREEDISC_SPACE 26.143GB
SYSTEM_STORAGE F:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 476.813GB SYSTEM_FREEDISC_SPACE 104.288GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS NVIDIA GeForce GTX 965M
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP GeForce GTX 965M
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 3952.250 MB
SYSTEM_GRAPHICS_SHARED_VRAM 8169.639 MB
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (60Hz)
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\nvmii.inf_amd64_07703699a6423cd4\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvmii.inf_amd64_07703699a6423cd4\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvmii.inf_amd64_07703699a6423cd4\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvmii.inf_amd64_07703699a6423cd4\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 26.21.0014.3648
SYSTEM_GRAPHICS_DRIVER_DATE 9/25/2019 19:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE Anglais
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_GRAPHICS NVIDIA GeForce GTX 965M
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY2
SYSTEM_GRAPHICS_CHIP GeForce GTX 965M
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 3952.250 MB
SYSTEM_GRAPHICS_SHARED_VRAM 8169.639 MB
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (60Hz)
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\nvmii.inf_amd64_07703699a6423cd4\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvmii.inf_amd64_07703699a6423cd4\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvmii.inf_amd64_07703699a6423cd4\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvmii.inf_amd64_07703699a6423cd4\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 26.21.0014.3648
SYSTEM_GRAPHICS_DRIVER_DATE 9/25/2019 19:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE Anglais
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_SOUND Haut-parleurs (Logitech G633 Gaming Headset)
SYSTEM_SOUND_DEVICE_ID {B6BCD5D0-A85E-4F50-B76D-8F27AC96916E}
SYSTEM_SOUND_DEVICE_NAME USBAUDIO.sys
SYSTEM_SOUND_DRIVER_VERSION 6.02.18362.0001
SYSTEM_SOUND_DRIVER_LANGUAGE Anglais
SYSTEM_SOUND_DRIVER_DATE 12/8/2016 00:00:00
SYSTEM_SOUND VG248 (NVIDIA High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {191570F8-276A-4F76-9916-798A15CE93E5}
SYSTEM_SOUND_DEVICE_NAME nvhda64v.sys
SYSTEM_SOUND_DRIVER_VERSION 1.03.0038.0021
SYSTEM_SOUND_DRIVER_LANGUAGE Anglais
SYSTEM_SOUND_DRIVER_DATE 6/21/2019 00:00:00
SYSTEM_SOUND Realtek Digital Output (Realtek High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {8B9BD275-6E00-4DD2-8BE3-4916703C8FEF}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.0001.8010
SYSTEM_SOUND_DRIVER_LANGUAGE Anglais
SYSTEM_SOUND_DRIVER_DATE 12/6/2016 00:00:00
SYSTEM_SOUND Haut-parleurs (Realtek High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {A0E7BA9F-7F93-4A6A-9AFB-E8A10FEE86BD}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.0001.8010
SYSTEM_SOUND_DRIVER_LANGUAGE Anglais
SYSTEM_SOUND_DRIVER_DATE 12/6/2016 00:00:00
SYSTEM_INPUT {6F1D2B60-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Souris
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 3 SYSTEM_GAMEPAD_BUTTON 5 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {6F1D2B61-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Clavier
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 128 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {EE989550-EDC8-11E9-8002444553540000}
SYSTEM_INPUT_NAME Logitech G633 Gaming Headset
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 2 SYSTEM_GAMEPAD_BUTTON 9 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {EE9B0650-EDC8-11E9-8003444553540000}
SYSTEM_INPUT_NAME Logitech G633 Gaming Headset
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {EE9B0650-EDC8-11E9-8004444553540000}
SYSTEM_INPUT_NAME Logitech G633 Gaming Headset
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {EE9B0650-EDC8-11E9-8006444553540000}
SYSTEM_INPUT_NAME Radio Switch Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {EE989550-EDC8-11E9-8001444553540000}
SYSTEM_INPUT_NAME Sensei Raw Gaming Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {EE9B0650-EDC8-11E9-8007444553540000}
SYSTEM_INPUT_NAME SteelSeries Sensei [RAW]
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 265 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {EE9B0650-EDC8-11E9-8008444553540000}
SYSTEM_INPUT_NAME Sensei Raw Gaming Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 4096 SYSTEM_GAMEPAD_FOV 0


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

FFXIVLauncher
Microsoft Edge
Black screen launcher et 1 page supplémentaire ‎- Microsoft Edge
Microsoft Edge
Steam
Paramètres
Paramètres
Compagnon de la console Xbox
Compagnon de la console Xbox
Microsoft Store
Microsoft Store
Microsoft Edge
Spotify Free


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

Steam
Microsoft Visual C++ 2015 x86 Additional Runtime - 14.0.24215
Microsoft Visual C++ 2015 x86 Minimum Runtime - 14.0.24215
Microsoft Visual C++ 2015 Redistributable (x64) - 14.0.24215
Microsoft Visual C++ 2015 Redistributable (x86) - 14.0.24215
Microsoft Visual C++ 2010 x86 Redistributable - 10.0.40219
Realtek High Definition Audio Driver
MTG Arena
Tropico 5
CODE VEIN
Synaptics Pointing Device Driver
Microsoft Visual C++ 2010 x64 Redistributable - 10.0.40219
Microsoft Visual C++ 2015 x64 Minimum Runtime - 14.0.24215
NVIDIA Ansel
Panneau de configuration NVIDIA 436.48
NVIDIA Pilote graphique 436.48
NVIDIA Logiciel système PhysX 9.19.0218
NVIDIA Pilote audio HD : 1.3.38.21
NVIDIA Install Application
NVIDIA Display Container
NVIDIA Display Container LS
NVIDIA Display Watchdog Plugin
NVIDIA Display Session Container
Microsoft Visual C++ 2015 x64 Additional Runtime - 14.0.24215


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

C:\PROGRAM FILES\SYNAPTICS\SYNTP\SYNTPHELPER.EXE 00001704
C:\Program Files (x86)\Steam\Steam.exe 00002BF0
C:\Program Files (x86)\Steam\bin\cef\cef.win7x64\steamwebhelper.exe 00001330
C:\Program Files\Realtek\Audio\HDA\RtkNGUI64.exe 00002A5C
C:\Program Files\Synaptics\SynTP\SynTPEnh.exe 00000EF4
C:\Program Files\WindowsApps\Microsoft.SkypeApp_14.53.85.0_x64__kzf8qxf38zg5c\SkypeApp.exe 00002298
C:\Program Files\WindowsApps\Microsoft.SkypeApp_14.53.85.0_x64__kzf8qxf38zg5c\SkypeBackgroundHost.exe 00001C9C
C:\Program Files\WindowsApps\Microsoft.SkypeApp_14.53.85.0_x64__kzf8qxf38zg5c\SkypeBridge\SkypeBridge.exe 00001E8C
C:\Program Files\WindowsApps\Microsoft.WindowsStore_11910.1001.5.0_x64__8wekyb3d8bbwe\WinStore.App.exe 00000510
C:\Program Files\WindowsApps\Microsoft.XboxApp_48.58.11001.0_x64__8wekyb3d8bbwe\XboxApp.exe 0000249C
C:\Program Files\WindowsApps\Microsoft.YourPhone_1.19092.399.0_x64__8wekyb3d8bbwe\YourPhone.exe 000022D4
C:\Program Files\WindowsApps\SpotifyAB.SpotifyMusic_1.117.543.0_x86__zpdnekdrzrea0\Spotify.exe 00002D30
C:\Users\Alex\AppData\Local\Discord\app-0.0.305\Discord.exe 0000316C
C:\Users\Alex\AppData\Local\Microsoft\OneDrive\OneDrive.exe 00002AA4
C:\WINDOWS\Explorer.EXE 00001464
C:\WINDOWS\SystemApps\Microsoft.LockApp_cw5n1h2txyewy\LockApp.exe 0000220C
C:\WINDOWS\SystemApps\Microsoft.MicrosoftEdge_8wekyb3d8bbwe\MicrosoftEdge.exe 00001C74
C:\WINDOWS\SystemApps\Microsoft.Windows.Cortana_cw5n1h2txyewy\SearchUI.exe 00001BB0
C:\WINDOWS\SystemApps\Microsoft.Windows.StartMenuExperienceHost_cw5n1h2txyewy\StartMenuExperienceHost.exe 000019D0
C:\WINDOWS\system32\ApplicationFrameHost.exe 00001C1C
C:\WINDOWS\system32\DllHost.exe 00001EC4
C:\WINDOWS\system32\MicrosoftEdgeSH.exe 000018AC
C:\WINDOWS\system32\SearchFilterHost.exe 00000FE4
C:\WINDOWS\system32\SearchProtocolHost.exe 00000DF4
C:\WINDOWS\system32\SettingSyncHost.exe 000020A4
C:\WINDOWS\system32\backgroundTaskHost.exe 00002D5C
C:\WINDOWS\system32\browser_broker.exe 00001E1C
C:\WINDOWS\system32\ctfmon.exe 0000110C
C:\WINDOWS\system32\sihost.exe 00000F98
C:\WINDOWS\system32\svchost.exe 0000089C
C:\WINDOWS\system32\taskhostw.exe 00001040
C:\WINDOWS\system32\wbem\unsecapp.exe 00001558
C:\Windows\ImmersiveControlPanel\SystemSettings.exe 0000139C
C:\Windows\System32\MicrosoftEdgeCP.exe 00002EB4
C:\Windows\System32\RuntimeBroker.exe 00000844
C:\Windows\System32\SecurityHealthSystray.exe 00002958
C:\Windows\System32\smartscreen.exe 00002924
D:\MyGames\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivlauncher.exe 000015F0
D:\MyGames\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivsysinfo64.exe 00001F84

[Dynratygus]

Good afternoon and thank you for the reply.

Are you connected to the internet through WIFi or directly to the router? The error you are describing with the black screen is a connection issue.

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

[Senko]

Hello and thank you
I use the WIFi yes. Might the issue be fixed just by using a cable to the router?
It didn't do the issue again so far using the cable.
Thank you for the help!

[Dynratygus]

Good afternoon and thank you for the reply

The error could have been caused by a variety of things. Using a cable helps keep the connection to the game a bit more stable.

Thank you for visiting the Final Fantasy XIV Technical Support Forums