PC rebooting when launching FFXIV since patch 5.21

[Hayze]

Since performing the update for FFXIV’s patch 5.21 my PC has crashed every time I have tried to initiate the game.
I have updated all drivers and performed the windows 10 update. I have uninstalled and reinstalled FFXIV the problem continues, I have performed a clean install of the graphic card's drivers (NVidia GTX970) and then tried a roll back to the previous driver. I have examined the event log after each shut down but this is only recording the pc shutting down due to an unknown cause not the reason for the shut down. I have also run hardware checks. I can load the launcher, enter details, click play the pc will then reboot before it would have normally reached the Shadowbringers top screen, sometime the pc will reboot several times before being able to reinitialise windows. Prior to the patch being applied I had no issues at all. I also tested this with my partner's PC how also had no issue pre patch. However again once installed the patch the same issue, the same crash at the same point in the game loading process. Following extensive searching I found a post which advised clicking Reset System Settings in the launcher, this allowed me to log in but when changing to full screen or expanding the screen to fit in windowed mode it crashes the pc, it also crashes the PC when trying to limit the FPS to 60, up until this patch I played with unlimited FPS in max graphics setting with no issues.
After crashing the pc and rebooting when I next open the launcher this will default to the user agreement as if I had never played the game before.
The game is now completely unplayable on both mine and my partners pc!
This is her system log as I have uninstalled the game once again.

Please help!!

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

MyDocument C:\Users\Emily\Documents
FINAL FANTASY XIV - A Realm Reborn C:\Program Files (x86)\SquareEnix
FINAL FANTASY XIV - A Realm Reborn Language 1 Region 3
ProxyEnable 0
ProxyServer unspecified
ProxyOverride *.local


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

SYSTEM_OS Windows 10 Home 64-bit (6.2, Build 9200) (18362.19h1_release.190318-1202)
SYSTEM_CPU Intel(R) Core(TM) i5-4690K CPU @ 3.50GHz (4 CPUs), ~3.5GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 4 SYSTEM_CORE_PHYSICS 4
SYSTEM_BIOS BIOS Date: 10/21/14 10:45:03 Ver: 04.06.05
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 8076.813MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 16268.813MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 111.210GB SYSTEM_FREEDISC_SPACE 12.720GB
SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 0.098GB SYSTEM_FREEDISC_SPACE 0.064GB
SYSTEM_STORAGE F:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 931.511GB SYSTEM_FREEDISC_SPACE 677.880GB
SYSTEM_STORAGE G:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 31.988GB SYSTEM_FREEDISC_SPACE 31.231GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS NVIDIA GeForce GTX 970
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP GeForce GTX 970
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 4043.500 MB
SYSTEM_GRAPHICS_SHARED_VRAM 4038.406 MB
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (59Hz)
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_5ef913e2bcf39373\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_5ef913e2bcf39373\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_5ef913e2bcf39373\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_5ef913e2bcf39373\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 26.21.0014.4259
SYSTEM_GRAPHICS_DRIVER_DATE 3/4/2020 00:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_GRAPHICS Intel(R) HD Graphics 4600
SYSTEM_GRAPHICS_DEVICE Unknown
SYSTEM_GRAPHICS_CHIP Intel(R) HD Graphics Family
SYSTEM_GRAPHICS_MAKER Intel Corporation
SYSTEM_GRAPHICS_VRAM 2160 MB
SYSTEM_GRAPHICS_SHARED_VRAM SYSTEM_UNKNOWN
SYSTEM_GRAPHICS_DAC Internal
SYSTEM_GRAPHICS_DISPLAY_MODE Unknown
SYSTEM_GRAPHICS_DRIVER igdumdim64.dll,igd10iumd64.dll,igd10iumd64.dll,igd12umd64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 20.19.0015.4835
SYSTEM_GRAPHICS_DRIVER_DATE 10/16/2017 00:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English

SYSTEM_GRAPHICS_PIXEL_SHADER
SYSTEM_GRAPHICS_VERTEX_TEXTURE
SYSTEM_SOUND Realtek Digital Output (Realtek High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {36A2F1C8-9B15-4170-92CA-399B06B4BDAE}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.0001.7727
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 1/22/2016 00:00:00
SYSTEM_INPUT {6F1D2B60-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 3 SYSTEM_GAMEPAD_BUTTON 5 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 {957326A0-4864-11E6-8001444553540000}
SYSTEM_INPUT_NAME 2.4G Keyboard Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 897 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {9C3E1350-A8E1-11E5-8001444553540000}
SYSTEM_INPUT_NAME USB Multimedia Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {95739BD0-4864-11E6-8002444553540000}
SYSTEM_INPUT_NAME 2.4G Keyboard Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {9C3E8880-A8E1-11E5-8002444553540000}
SYSTEM_INPUT_NAME USB Multimedia Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 30 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {9573C2E0-4864-11E6-8003444553540000}
SYSTEM_INPUT_NAME 2.4G Keyboard Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0

[Dynratygus]

Good afternoon and thank you for the reply.

You mention the issue also happens on your computer as well. Could you provide a system report for your PC as well? 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

[Hayze]

Thank you for your reply,
I have, since the post, reinstalled windows and the game only with no luck on my partners pc the crash continues.
My config is:

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

MyDocument C:\Users\Floyd\Documents
FINAL FANTASY XIV - A Realm Reborn Language 1 Region 3
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) i7-4790K CPU @ 4.00GHz (8 CPUs), ~4.0GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 8 SYSTEM_CORE_PHYSICS 4
SYSTEM_BIOS F2
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 16244.844MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 32628.844MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 446.433GB SYSTEM_FREEDISC_SPACE 345.777GB
SYSTEM_STORAGE E:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 0.098GB SYSTEM_FREEDISC_SPACE 0.065GB
SYSTEM_STORAGE F:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 931.413GB SYSTEM_FREEDISC_SPACE 316.431GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS NVIDIA GeForce GTX 970
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP GeForce GTX 970
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 4043.500 MB
SYSTEM_GRAPHICS_SHARED_VRAM 8122.422 MB
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (59Hz)
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_33895c186dfc2a0d\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_33895c186dfc2a0d\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_33895c186dfc2a0d\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_33895c186dfc2a0d\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 26.21.0014.4250
SYSTEM_GRAPHICS_DRIVER_DATE 2/24/2020 00:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_GRAPHICS NVIDIA GeForce GTX 970
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY2
SYSTEM_GRAPHICS_CHIP GeForce GTX 970
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 4043.500 MB
SYSTEM_GRAPHICS_SHARED_VRAM 8122.422 MB
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (59Hz)
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_33895c186dfc2a0d\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_33895c186dfc2a0d\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_33895c186dfc2a0d\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_33895c186dfc2a0d\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 26.21.0014.4250
SYSTEM_GRAPHICS_DRIVER_DATE 2/24/2020 00:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_GRAPHICS Intel(R) HD Graphics 4600
SYSTEM_GRAPHICS_DEVICE Unknown
SYSTEM_GRAPHICS_CHIP Intel(R) HD Graphics Family
SYSTEM_GRAPHICS_MAKER Intel Corporation
SYSTEM_GRAPHICS_VRAM 2160 MB
SYSTEM_GRAPHICS_SHARED_VRAM SYSTEM_UNKNOWN
SYSTEM_GRAPHICS_DAC Internal
SYSTEM_GRAPHICS_DISPLAY_MODE Unknown
SYSTEM_GRAPHICS_DRIVER igdumdim64.dll,igd10iumd64.dll,igd10iumd64.dll,igd12umd64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 20.19.0015.4835
SYSTEM_GRAPHICS_DRIVER_DATE 10/16/2017 00:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English

SYSTEM_GRAPHICS_PIXEL_SHADER
SYSTEM_GRAPHICS_VERTEX_TEXTURE
SYSTEM_SOUND Digital Audio (S/PDIF) (High Definition Audio Device)
SYSTEM_SOUND_DEVICE_ID {5223BACF-98E5-4ADA-9BD1-BB7AD4E6F630}
SYSTEM_SOUND_DEVICE_NAME HdAudio.sys
SYSTEM_SOUND_DRIVER_VERSION 6.02.18362.0356
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 9/4/2019 00:00:00
SYSTEM_SOUND ASUS VE278 (2- NVIDIA High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {0635F411-1217-494B-8B12-2369B9533E41}
SYSTEM_SOUND_DEVICE_NAME nvhda64v.sys
SYSTEM_SOUND_DRIVER_VERSION 1.03.0038.0021
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 7/21/2019 00:00:00
SYSTEM_SOUND Digital Audio (S/PDIF) (High Definition Audio Device)
SYSTEM_SOUND_DEVICE_ID {F019CDA4-BD30-4152-A66A-64FE8EF5E994}
SYSTEM_SOUND_DEVICE_NAME HdAudio.sys
SYSTEM_SOUND_DRIVER_VERSION 6.02.18362.0356
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 9/4/2019 00:00:00
SYSTEM_SOUND ASUS VE278 (2- NVIDIA High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {F47086D4-A352-4C66-A38C-7C6D67705D56}
SYSTEM_SOUND_DEVICE_NAME nvhda64v.sys
SYSTEM_SOUND_DRIVER_VERSION 1.03.0038.0021
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 7/21/2019 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 {BAB308B0-0B3F-11E7-8002444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {BAB3CC00-0B3F-11E7-8003444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {BAB3F310-0B3F-11E7-8004444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {BAB41A20-0B3F-11E7-8005444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 767 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {BAB44130-0B3F-11E7-8006444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {BAB46840-0B3F-11E7-8007444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {55726AC0-E341-11E6-8006444553540000}
SYSTEM_INPUT_NAME 2.4G Keyboard Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 897 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {557291D0-E341-11E6-8007444553540000}
SYSTEM_INPUT_NAME 2.4G Keyboard Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {5572B8E0-E341-11E6-8008444553540000}
SYSTEM_INPUT_NAME 2.4G Keyboard Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0


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

FFXIVLauncher
PC rebooting when launching FFXIV since patch 5.21 - Reply to Topic - Google Chrome

Thanks

[Dynratygus]

Thank you for the reply.

When this error happens, is there an error message that appears? If so, could you provide it in your next reply?

Thank you for visiting the Final Fantasy XIV Technical Support Forums

[Hayze]

No, no error message just the following in event viewer:

Event 41, Kernel-Power - The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.

[Einmimiria]

Thank you for the reply Hayze.

Is any part of your system overclocked? If so, try removing these alterations.

I'd also recommend trying a clean boot. Simply open the task manager and select the 'Start up' tab. Disable everything here and restart the PC. This will make sure that no background processes are interfering with the game. When you play the game, make sure not to start any other programs.

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

[Hayze]

Thank you for your reply,
No, neither unit has any overclocking.
No the fault continues when performing a clean boot on both PC's, in both cases i was able to log in but the second i enlarged the window it crashed both units.
I have continued to research the fault and many articles point to it being a power supply issue, however this raises issues as the fault only appeared after performing the ffxiv update on each PC, each PC was also updated at a different times. The chances of two power supplies failing within a week of each other is slim, my partners no longer plays ffxiv and only keeps a copy on her PC for my use. We are sourcing a new Power supply to test this possibility.

[Dynratygus]

Good afternoon and thank you for the reply.

Please keep us updated in regard to the issue.

Thank you for visiting the Final Fantasy XIV Technical Support Forums