Crashing issues in certain instances.

[_Tyrfing]

Hello, I have been experiencing issues where the game crashes to desktop when I enter into certain instances, namely: Sigmascape V1.0, Sigmascape V3.0, The Royal City of Rabanastre, The Ridorana Lighthouse, and certain cutscenes in the Stormblood Post game MSQ. I have tried reinstalling the game, and my drivers are updated to the latest versions, so I am not sure exactly how to alleviate these issues. They started sometime after Patch 4.2 as I was able to do all the sigmascape raids and then when I took a break from the game and returned after 4.5 I could no longer enter them without crashing. Thanks for any help.

[Dynratygus]

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

Do you get an error message when the game crashes? If so, could you provide the error message? Does this crash occur on all your characters or just one?

Thank you for visiting the Final Fantasy XIV Technical Support Forums

[_Tyrfing]

Hello,
The error message is
"An unexpected error has occurred. Exiting Final Fantasy XIV. 2019-12-04_ 10:29
ntdll.dll+3ACEF
AcLayers.DLL+6FD6
d3d11.dll+144A1
d3d11.dll+1CFB
d3d11.dll+7CC7F
d3d11.dll+1E6A7
d3d11.dll+2AF09
d3d11.dll+2B4D2"
I only play on the one character so I've never encountered it on my other one.

[Dynratygus]

Good afternoon and thank you for the reply.

Could you try deleting the locally saved content ((My Documents > My Games > Final Fantasy XIV)? Please also provide system report by going 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

[_Tyrfing]

I deleted the locally saved content but the game still crashed when I tried to go into the Guardian fight. Here is the system report:


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

MyDocument C:\Users\Ryan\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 Intel(R) Core(TM) i7-7700HQ CPU @ 2.80GHz (8 CPUs), ~2.8GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 8 SYSTEM_CORE_PHYSICS 4
SYSTEM_BIOS GL702VSK.311
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 16340.727MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 28710.105MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 929.678GB SYSTEM_FREEDISC_SPACE 277.568GB
SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 931.480GB SYSTEM_FREEDISC_SPACE 88.394GB
SYSTEM_STORAGE E:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 465.744GB SYSTEM_FREEDISC_SPACE 190.074GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS NVIDIA GeForce GTX 1070
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP GeForce GTX 1070
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 8081.000 MB
SYSTEM_GRAPHICS_SHARED_VRAM 8170.363 MB
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (120Hz)
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\nvami.inf_amd64_647dff284c83a66c\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvami.inf_amd64_647dff284c83a66c\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvami.inf_amd64_647dff284c83a66c\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvami.inf_amd64_647dff284c83a66c\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 26.21.0014.3160
SYSTEM_GRAPHICS_DRIVER_DATE 7/16/2019 16:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_SOUND Speakers (Realtek High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {5A458C2D-0FE2-45E2-B93D-993668C17691}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.0001.8018
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 12/14/2016 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 {98B19AB0-EF18-11E8-8002444553540000}
SYSTEM_INPUT_NAME Razer Ornata Chroma
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 573 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0ED68460-9981-11E7-8009444553540000}
SYSTEM_INPUT_NAME Gaming Mouse G303
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0ED4D6B0-9981-11E7-8008444553540000}
SYSTEM_INPUT_NAME Gaming Mouse G303
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {98B19AB0-EF18-11E8-8001444553540000}
SYSTEM_INPUT_NAME Razer Ornata Chroma
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {98B1C1C0-EF18-11E8-8003444553540000}
SYSTEM_INPUT_NAME Razer Ornata Chroma
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0ED1F080-9981-11E7-8001444553540000}
SYSTEM_INPUT_NAME ASUS Wireless Radio Control
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {98B1E8D0-EF18-11E8-8004444553540000}
SYSTEM_INPUT_NAME Razer Ornata Chroma
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0ED3EC50-9981-11E7-8006444553540000}
SYSTEM_INPUT_NAME HIDI2C Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0ED41360-9981-11E7-8007444553540000}
SYSTEM_INPUT_NAME ASASTeK COMPUTER INC.
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0ED6D280-9981-11E7-800A444553540000}
SYSTEM_INPUT_NAME Gaming Mouse G303
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 652 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0ED2DAE0-9981-11E7-8003444553540000}
SYSTEM_INPUT_NAME ASASTeK COMPUTER INC.
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 573 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0ED6F990-9981-11E7-800B444553540000}
SYSTEM_INPUT_NAME Gaming Mouse G303
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0


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

FFXIVLauncher
Tweeten
FFXIV_CHR0040002E92BC77E0
#general - Discord
Settings
Settings
Microsoft Text Input Application
Microsoft Store
Microsoft Store
Crashing issues in certain instances. - Waterfox Classic
ffxiv ui save - Google Search - Waterfox Classic


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

Adobe Flash Player 32 NPAPI
ASUS GIFTBOX
Battle.net
Call of Duty Black Ops 4
Deluge 1.3.15
GameFirst IV
Google Chrome
HandBrake 1.1.1
WPS Office for ASUS
MEGAsync
NordVPN
OpenAL
Overwatch
PowerISO
qBittorrent 3.3.16
Razer Chroma SDK
Razer Synapse
Samsung Portable SSD Software
Steam
TeamViewer 11
Uplay
VLC media player
ZeroTier One
Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.30501
ASUS Splendid Video Enhancement Technology
Microsoft Visual C++ 2013 x86 Minimum Runtime - 12.0.21005
Microsoft Visual C++ 2012 Redistributable (x86) - 11.0.61030
GameFirst IV
NordVPN
Microsoft SQL Server Compact 3.5 SP2 ENU
Asus Sonic Suite Plugins
Intel® PROSet/Wireless Software
Google Update Helper
Intel(R) Dynamic Platform and Thermal Framework
GOG Galaxy
Microsoft Visual C++ 2005 Redistributable
ASUS PTP Driver
ASUS Input Configuration
Intel(R) Wireless Bluetooth(R)
ZeroTier One
Realtek Ethernet Controller Driver
Device Setup
WinFlash
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.6161
XSplit Gamecaster
ASUS USB Charger Plus
ATK Package
Microsoft Visual C++ 2012 x86 Additional Runtime - 11.0.61030
Intel(R) Chipset Device Software
Microsoft Visual C++ 2012 x86 Minimum Runtime - 11.0.61030
Microsoft Visual C++ 2017 Redistributable (x86) - 14.10.25008
Devil May Cry HD Collection: Devil May Cry HD
Launcher Prerequisites (x64)
Microsoft Visual C++ 2017 x86 Minimum Runtime - 14.10.25008
Microsoft Visual C++ 2012 Redistributable (x64) - 11.0.61030
Genesys USB Mass Storage Device
ROG Gaming Center
Windows 10 Update Assistant
Microsoft XNA Framework Redistributable 4.0 Refresh
Microsoft Visual C++ 2017 x86 Additional Runtime - 14.10.25008
Microsoft Visual C++ 2010 x86 Redistributable - 10.0.40219
Realtek High Definition Audio Driver
Microsoft Visual C++ 2017 Redistributable (x64) - 14.10.25008
Microsoft VC++ redistributables repacked.
Thunderbolt(TM) Software
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.30501
Microsoft Visual C++ 2013 x86 Additional Runtime - 12.0.21005
ASUS Live Update
Microsoft Visual C++ 2008 Redistributable - x86 9.0.21022
7-Zip 18.05 (x64)
Windows Driver Package - ASUS (AsusPTPDrv) HIDClass (08/15/2016 11.0.0.13)
CDisplayEx 1.10.29
Windows Driver Package - ASUS (AsusHFilter) HIDClass (12/19/2016 1.0.0.2)
Intel Security Software Manager
Microsoft Office 365 - en-us
Call of Duty: Black Ops II
Dark Messiah of Might & Magic Single Player
Call of Duty: Black Ops II - Zombies
DmC Devil May Cry
Killing Floor 2
Rogue Legacy
A Hat in Time
Hyper Light Drifter
Cuphead
The Witcher 3: Wild Hunt
Call of Duty: Black Ops III
LISA
Tom Clancy's Rainbow Six Siege
Hollow Knight
FINAL FANTASY VII
Undertale
FINAL FANTASY XIV Online
Team Fortress 2
UNDER NIGHT IN-BIRTH Exe:Late
Bayonetta
Nioh: Complete Edition
MONSTER HUNTER: WORLD
Dead Cells
Holdfast: Nations At War
Hunt: Showdown
Devil May Cry 5
Devil May Cry HD Collection
Yume Nikki
Stick Fight: The Game
DRAGON QUEST® XI: Echoes of an Elusive Age™
Sekiro™: Shadows Die Twice
TAP-NordVPN 9.21.2
Waterfox Classic 56.3 (x64 en-US)
LauncherSetup
Intel(R) Management Engine Components
Intel(R) Management Engine Components
Microsoft Visual C++ 2010 x64 Redistributable - 10.0.40219
Intel® PROSet/Wireless WiFi Software
SonicStudioSetup
CheckDevicesConfigurator
Microsoft Visual C++ 2012 x64 Additional Runtime - 11.0.61030
SonicRadarSetup
ZeroTier One Virtual Network Port
Microsoft Visual C++ 2008 Redistributable - x64 9.0.30729.6161
Epic Games Launcher Prerequisites (x64)
Intel® Trusted Connect Service Client
Intel(R) Chipset Device Software
ProfileSwitcherCleanup
Microsoft Visual C++ 2017 x64 Minimum Runtime - 14.10.25008
Office 16 Click-to-Run Licensing Component
Office 16 Click-to-Run Extensibility Component
Office 16 Click-to-Run Localization Component
Microsoft Visual C++ 2013 x64 Additional Runtime - 12.0.21005
Intel(R) Serial IO
Microsoft Visual C++ 2013 x64 Minimum Runtime - 12.0.21005
Microsoft HEVC Media Extension Installation for Microsoft.HEVCVideoExtension_1.0.2512.0_x64__8wekyb3d8bbwe (x64)
Intel(R) PRO/Wireless Driver
NVIDIA Ansel
NVIDIA Control Panel 431.60
NVIDIA PhysX System Software 9.19.0218
DisplayDriverAnalyzer
NVIDIA HD Audio Driver 1.3.38.16
NVIDIA Install Application
NVIDIA Display Container
NVIDIA Display Container LS
NVIDIA Display Watchdog Plugin
NVIDIA Display Session Container
NVIDIA Telemetry Client
NVIDIA Telemetry Container
ProductDaemonSetup
NahimicSettingsConfigurator
Microsoft Visual C++ 2017 x64 Additional Runtime - 14.10.25008
Microsoft Visual C++ 2012 x64 Minimum Runtime - 11.0.61030
Microsoft SQL Server Compact 3.5 SP2 x64 ENU
FINAL FANTASY XV BENCHMARK
Intel(R) Management Engine Components
Intel(R) Serial IO
Microsoft VC++ redistributables repacked.
Update for Windows 10 for x64-based Systems (KB4023057)


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

C:\Program Files (x86)\ASUS\ATK Package\ATK Media\DMedia.exe 00001FF0
C:\Program Files (x86)\ASUS\ATK Package\ATKOSD2\ATKOSD2.exe 00000450
C:\Program Files (x86)\ASUS\ROG Gaming Center\ROGGamingKey.exe 00001CD4
C:\Program Files (x86)\ASUS\USBChargerPlus\USBChargerPlus.exe 00001C90
C:\Program Files (x86)\Razer\Synapse3\Service\..\UserProcess\Razer Synapse Service Process.exe 00001C58
C:\Program Files (x86)\Steam\Steam.exe 000033A4
C:\Program Files (x86)\Steam\bin\cef\cef.win7x64\steamwebhelper.exe 00004AC8
C:\Program Files\ASUSTeKcomputer.Inc\SS2\UserInterface\SS2UILauncher.exe 0000370C
C:\Program Files\ASUSTeKcomputer.Inc\SS2\UserInterface\SS2svc32.exe 000021A0
C:\Program Files\ASUSTeKcomputer.Inc\SS2\UserInterface\x64\SS2svc64.exe 000035DC
C:\Program Files\Common Files\Microsoft Shared\ClickToRun\AppVShNotify.exe 00003DF4
C:\Program Files\Realtek\Audio\HDA\RAVBg64.exe 000021D4
C:\Program Files\Realtek\Audio\HDA\RtkNGUI64.exe 000021DC
C:\Program Files\Waterfox\waterfox.exe 00004B54
C:\Program Files\WindowsApps\Microsoft.GamingApp_1912.1001.6.0_x64__8wekyb3d8bbwe\app\Xbox.exe 00002994
C:\Program Files\WindowsApps\Microsoft.GamingApp_1912.1001.6.0_x64__8wekyb3d8bbwe\app\XboxAppServices.exe 0000270C
C:\Program Files\WindowsApps\Microsoft.SkypeApp_14.55.131.0_x64__kzf8qxf38zg5c\SkypeApp.exe 00003DEC
C:\Program Files\WindowsApps\Microsoft.SkypeApp_14.55.131.0_x64__kzf8qxf38zg5c\SkypeBridge\SkypeBridge.exe 00000298
C:\Program Files\WindowsApps\Microsoft.WindowsStore_11911.1001.9.0_x64__8wekyb3d8bbwe\WinStore.App.exe 00002004
C:\Program Files\WindowsApps\Microsoft.XboxGamingOverlay_3.36.6003.0_x64__8wekyb3d8bbwe\GameBar.exe 0000107C
C:\Program Files\WindowsApps\Microsoft.XboxGamingOverlay_3.36.6003.0_x64__8wekyb3d8bbwe\GameBarFT.exe 00004BC4
C:\Program Files\WindowsApps\Microsoft.XboxGamingOverlay_3.36.6003.0_x64__8wekyb3d8bbwe\GameBarFTServer.exe 00002AB4
C:\Program Files\WindowsApps\Microsoft.YourPhone_1.19111.85.0_x64__8wekyb3d8bbwe\YourPhone.exe 000019CC
C:\Program Files\WindowsApps\Microsoft.ZuneVideo_10.19101.10711.0_x64__8wekyb3d8bbwe\Video.UI.exe 00000964
C:\ProgramData\Samsung Apps\Portable SSD\SamsungPortableSSDMon.exe 00001F00
C:\Users\Ryan\AppData\Local\Discord\app-0.0.305\Discord.exe 00005E58
C:\Users\Ryan\AppData\Local\Tweeten\app-4.6.1\tweeten.exe 00003F4C
C:\WINDOWS\Explorer.EXE 00001E1C
C:\WINDOWS\TEMP\DPTF\esif_assist_64.exe 00001128
C:\WINDOWS\system32\ApplicationFrameHost.exe 00002D50
C:\WINDOWS\system32\DllHost.exe 00002698
C:\WINDOWS\system32\SearchFilterHost.exe 00000760
C:\WINDOWS\system32\SettingSyncHost.exe 00001104
C:\WINDOWS\system32\ctfmon.exe 00001E84
C:\WINDOWS\system32\sihost.exe 0000144C
C:\WINDOWS\system32\svchost.exe 00001F6C
C:\WINDOWS\system32\taskhostw.exe 00001514
C:\Windows\ImmersiveControlPanel\SystemSettings.exe 00003284
C:\Windows\System32\RuntimeBroker.exe 000019E8
C:\Windows\System32\SecurityHealthSystray.exe 0000243C
C:\Windows\System32\SystemSettingsBroker.exe 00005490
C:\Windows\System32\smartscreen.exe 00004AEC
C:\Windows\SystemApps\InputApp_cw5n1h2txyewy\WindowsInternal.ComposableShell.Experiences.TextInput.InputApp.exe 000041F4
C:\Windows\SystemApps\Microsoft.LockApp_cw5n1h2txyewy\LockApp.exe 0000104C
C:\Windows\SystemApps\Microsoft.Windows.Cortana_cw5n1h2txyewy\SearchUI.exe 00005F94
C:\Windows\SystemApps\Microsoft.Windows.StartMenuExperienceHost_cw5n1h2txyewy\StartMenuExperienceHost.exe 000023E4
C:\Windows\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe 000033F4
E:\SteamLibrary\steamapps\common\FINAL FANTASY XIV Online\boot\ffxivlauncher.exe 000058E4
E:\SteamLibrary\steamapps\common\FINAL FANTASY XIV Online\boot\ffxivsysinfo64.exe 000060EC

[Dynratygus]

Good afternoon and thank you for the reply.

Does the crash occur when other programs are being run in the background? Additionally your system report shows your graphics drivers were last updated in July. Could you make sure they are updated to the most recent version?

Thank you for visiting the Final Fantasy XIV Technical Support Forums

[Sajen]

Same issue. I see your are using Razer products, same as I. Windows reliability monitor shows numerous razergamemanager crash reports that align with my directx errors. Try disabling Razer programs and see if issue persists. I just disabled myself and awaiting results.

[_Tyrfing]

I installed the most recent driver and it seemed to fix some of the problem. As far as I can tell having background applications open did not affect the crashing.
I can load into sigmascape raids now but when I leave Guardian the game crashes. I also tried going into ridorana lighthouse and the game crashed basically every time a new area loaded. I was able to load in an reenter the instance but it crashed after each boss and I was never able to load into the area for belias while they fought it. Although I was able to beat the raid I was trying to map the area out since I got auto teleported to the next boss between crashes and in this time I was removed by the post instance timer so while the game considers Ridorana beaten I haven't cleared it as the quest is concerned so I will have to do it again and it still crashes as of now.

[Dynratygus]

Good morning and thank you for the reply.

If you have not done so already, could you do a clean boot. 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

[_Tyrfing]

Hello, I tried a quick boot and went into Ridorana again but it still crashed when walking into the Famfrit area. I noticed the first time I did the raid that the ambient light boxes around the lanterns intermittently placed on the path of the instance seemed to be glitched because it was just a yellow rectangle around it instead of light. I believe the issue is graphical but even with the lowest setting it still crashes and it's not an issue elsewhere really.