Consistent crash / PC hard-lock during specific cutscenes

[TrinneMercier]

I'm experiencing game crashes during specific cutscenes that completely lock up my PC. The screen goes black, and the system is non-responsive to input devices. I have to hard reset the PC with the power button.

This occurs at the same spot in the three cutscenes where I've encountered it (all Main Story Quest, in 4.0 content -- I haven't tried going back and finding earlier content that does this). It even happens when viewing the cutscenes again in the Inn room.

I can reproduce the crash every time. As an example, if I view cutscene #5 from "The Die Is Cast", it will crash during the second line of dialog. It doesn't matter how long I wait before progressing past the first line of dialog, it's always the same exact spot about two seconds after the second person starts speaking.

Please help. This is extremely frustrating. I've just come back after a two-year break on a new PC and new FFXIV installation.

System specs:
AMD Ryzen 3600
Zotac GeForce 1070 Super (newest drivers, 11/5/19)
16 GB RAM
Windows 10 Home 64-bit (fully updated)
Game running under DirectX 11 (I've tried Full-Screen and Borderless Windowed)

System info:

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

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


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

SYSTEM_OS Windows 10 Home 64-bit (6.2, Build 9200) (18362.19h1_release.190318-1202)
SYSTEM_CPU AMD Ryzen 5 3600 6-Core Processor (12 CPUs), ~3.6GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 12 SYSTEM_CORE_PHYSICS 6
SYSTEM_BIOS H.10
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 16333.305MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 18765.305MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 953.238GB SYSTEM_FREEDISC_SPACE 777.772GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS NVIDIA GeForce RTX 2070 SUPER
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP GeForce RTX 2070 SUPER
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 8011.000 MB
SYSTEM_GRAPHICS_SHARED_VRAM 8166.652 MB
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1200 (32 bit) (59Hz)
SYSTEM_GRAPHICS_DRIVER C:\Windows\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_c54903cb687d7726\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_c54903cb687d7726\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_c54903cb687d7726\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_c54903cb687d7726\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 26.21.0014.4120
SYSTEM_GRAPHICS_DRIVER_DATE 11/5/2019 18:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_GRAPHICS NVIDIA GeForce RTX 2070 SUPER
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY2
SYSTEM_GRAPHICS_CHIP GeForce RTX 2070 SUPER
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 8011.000 MB
SYSTEM_GRAPHICS_SHARED_VRAM 8166.652 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_c54903cb687d7726\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_c54903cb687d7726\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_c54903cb687d7726\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_c54903cb687d7726\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 26.21.0014.4120
SYSTEM_GRAPHICS_DRIVER_DATE 11/5/2019 18:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_SOUND Speakers (Realtek(R) Audio)
SYSTEM_SOUND_DEVICE_ID {FD0D6DAD-992C-4CD4-9CB7-DFA3425C1948}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.8720.0001
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 6/3/2019 00:00:00
SYSTEM_SOUND JLC37BC3002 (6- NVIDIA High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {14567506-313D-48D5-AAB0-87A00993BB57}
SYSTEM_SOUND_DEVICE_NAME nvhda64v.sys
SYSTEM_SOUND_DRIVER_VERSION 1.03.0038.0021
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 6/21/2019 00:00:00
SYSTEM_SOUND Realtek Digital Output (Realtek(R) Audio)
SYSTEM_SOUND_DEVICE_ID {D1B59B0F-BDB5-4900-8365-CBFC4B40C863}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.8720.0001
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 6/3/2019 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 {07C32960-D7D4-11E9-8001444553540000}
SYSTEM_INPUT_NAME Logitech G710 Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 7 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {07C32960-D7D4-11E9-8002444553540000}
SYSTEM_INPUT_NAME Logitech G710 Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {07C32960-D7D4-11E9-8003444553540000}
SYSTEM_INPUT_NAME G Pro Gaming Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 652 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {07C32960-D7D4-11E9-8004444553540000}
SYSTEM_INPUT_NAME G Pro Gaming Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {07C32960-D7D4-11E9-8005444553540000}
SYSTEM_INPUT_NAME G Pro Gaming Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {07C32960-D7D4-11E9-8006444553540000}
SYSTEM_INPUT_NAME G Pro Gaming Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0


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

FFXIVLauncher
Steam
Microsoft Edge
Microsoft Edge
Microsoft Edge
Microsoft Store
Microsoft Store


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

Avast Free Antivirus
Google Chrome
Steam
Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.30501
Balanced
Microsoft Visual C++ 2013 x86 Minimum Runtime - 12.0.21005
Epic Games Launcher
Microsoft Visual C++ 2017 Redistributable (x86) - 14.13.26020
Google Update Helper
Microsoft Visual C++ 2017 Redistributable (x64) - 14.14.26429
Microsoft Visual C++ 2005 Redistributable
OEM Application Profile
Microsoft Visual C++ 2017 x86 Additional Runtime - 14.13.26020
Microsoft Visual C++ 2017 x86 Minimum Runtime - 14.13.26020
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.17
Launcher Prerequisites (x64)
Microsoft Visual C++ 2010 x86 Redistributable - 10.0.40219
Realtek High Definition Audio Driver
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.30501
Microsoft Visual C++ 2013 x86 Additional Runtime - 12.0.21005
Microsoft Visual C++ 2008 Redistributable - x86 9.0.21022
AMD Software
Mozilla Firefox 70.0.1 (x64 en-US)
Mozilla Maintenance Service
FINAL FANTASY XIV Online
AMD Ryzen Master
Microsoft Visual C++ 2017 x64 Minimum Runtime - 14.14.26429
Microsoft Visual C++ 2010 x64 Redistributable - 10.0.40219
Epic Games Launcher Prerequisites (x64)
Microsoft Visual C++ 2013 x64 Additional Runtime - 12.0.21005
Microsoft Visual C++ 2013 x64 Minimum Runtime - 12.0.21005
Microsoft Visual C++ 2017 x64 Additional Runtime - 14.14.26429
NVIDIA Graphics Driver 441.20
NVIDIA GeForce Experience 3.20.1.57
NVIDIA Optimus Update 38.0.2.0
NVIDIA PhysX System Software 9.19.0218
NVIDIA Update 38.0.2.0
NVIDIA SHIELD Streaming
NVIDIA HD Audio Driver 1.3.38.21
NVIDIA Install Application
NVIDIA ABHub
NVIDIA Backend
NVIDIA Container
NVIDIA TelemetryApi helper for NvContainer
NVIDIA LocalSystem Container
NVIDIA Message Bus for NvContainer
NVIDIA NetworkService Container
NVAPI Monitor plugin for NvContainer
NVIDIA Session Container
NVIDIA User Container
NVIDIA NodeJS
NVIDIA Watchdog Plugin for NvContainer
NVIDIA Telemetry Client
NVIDIA Virtual Host Controller
Nvidia Share
NVIDIA ShadowPlay 3.20.1.57
NVIDIA SHIELD Wireless Controller Driver
NVIDIA Update Core
NVIDIA USBC Driver 1.38.831.832
NVIDIA Virtual Audio 4.13.0.0


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

C:\Program Files (x86)\NVIDIA Corporation\NvNode\NVIDIA Web Helper.exe 000020D4
C:\Program Files (x86)\Steam\Steam.exe 000026BC
C:\Program Files (x86)\Steam\bin\cef\cef.win7x64\steamwebhelper.exe 000029B0
C:\Program Files (x86)\Steam\steamapps\common\FINAL FANTASY XIV Online\boot\ffxivlauncher.exe 00002B58
C:\Program Files (x86)\Steam\steamapps\common\FINAL FANTASY XIV Online\boot\ffxivsysinfo64.exe 00002CAC
C:\Program Files\AVAST Software\Avast\AvastUI.exe 00002684
C:\Program Files\Mozilla Firefox\firefox.exe 00000424
C:\Program Files\NVIDIA Corporation\NvContainer\nvcontainer.exe 000018B4
C:\Windows\Explorer.EXE 00001DB8
C:\Windows\System32\CompPkgSrv.exe 00002D78
C:\Windows\System32\MicrosoftEdgeCP.exe 00002820
C:\Windows\System32\RtkAudUService64.exe 0000269C
C:\Windows\System32\RuntimeBroker.exe 00001D0C
C:\Windows\System32\SecurityHealthSystray.exe 00002608
C:\Windows\System32\smartscreen.exe 000025D4
C:\Windows\SystemApps\Microsoft.MicrosoftEdge_8wekyb3d8bbwe\MicrosoftEdge.exe 00002E6C
C:\Windows\SystemApps\Microsoft.Windows.Cortana_cw5n1h2txyewy\SearchUI.exe 00002144
C:\Windows\SystemApps\Microsoft.Windows.StartMenuExperienceHost_cw5n1h2txyewy\StartMenuExperienceHost.exe 00001C5C
C:\Windows\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe 00000554
C:\Windows\system32\ApplicationFrameHost.exe 00002FC4
C:\Windows\system32\DllHost.exe 00002B2C
C:\Windows\system32\MicrosoftEdgeSH.exe 00000D04
C:\Windows\system32\browser_broker.exe 00002CDC
C:\Windows\system32\conhost.exe 00002100
C:\Windows\system32\sihost.exe 00001BC0
C:\Windows\system32\svchost.exe 000016F0
C:\Windows\system32\taskhostw.exe 00001AB4

[Dynratygus]

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

Have any updates or changes been made to the PC ? How long have you been experiencing this issue?

Thank you for visiting the Final Fantsy XIV Technical Support Forums

[TrinneMercier]

This is a new PC. I started playing again a couple of weeks ago after a very long break, and just started on the Main Story Quest again yesterday, when the cutscene crashes started. There isn't much at all installed on this PC yet.

I never had any issues on my previous PC (but I hadn't played in about two years).

[TrinneMercier]

Other things I've tried with no success:
- Disabling overlays in all programs (Discord, GeForce Experience, and Steam)
- Disabling other programs that start at launch (other than the Realtek audio drivers)
- Checking the Windows Event Viewer for errors (there's nothing, just a "the system stopped unexpectedly" error on the next boot-up)

[Dynratygus]

Good afternoon and thank you for the reply.

Outside of restarting the PC, what have you tried to alleviate the issue?

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

[TrinneMercier]

As said above:
- Disabled overlays in all programs (Discord, GeForce Experience, and Steam)
- Disabled other programs that start at launch (other than the Realtek audio drivers)
- Checked the Windows Event Viewer for errors (there's nothing, just a "the system stopped unexpectedly" error on the next boot-up)

In addition:
- Checked that Windows 10 is up to date
- Checked that my video and audio drivers are up to date
- Monitored CPU and GPU temperature (both are fine, even when the issue occurs)
- Ran Memtest86 to check for memory errors

Other graphics-intensive games have run fine on this PC. Control, Forza Horizon 4, and The Outer Worlds all ran flawlessly. As does FFXIV, except when encountering spots in these specific cutscenes.

[TrinneMercier]

Aha. The crashes do NOT happen when running FFXIV in DirectX 9.0c mode.

I tried viewing all three cutscenes that had been causing issues, and they all played normally under DX9. So it's almost definitely a DX11 issue specific to FFXIV.

Any ideas? I'd much rather run in DX11 (and it sounds like DX9 support is going away at some point).

[Dynratygus]

Good afternoon and thank you for the reply.

Could you try doing a clean reinstall of Final Fantasy XIV? Additionally, you may want to try deleting the locally-saved data folder (My Documents > My Games > Final Fantasy XIV).

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

[TrinneMercier]

Tried fully reinstalling the game after clearing my user folders, and I still get the cutscene crashes.

The only troubleshooting step I've tried that has worked is running the game in DirectX 9.0c mode.

[Dynratygus]

Good afternoon and thank you for the reply.

If you have not done so already, could you try doing a cleanboot? Open the task manager (CTRL+SHIFT+ESC) and select the 'Start up' Tab. Disable everything here and restart the PC.

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