Sporadic hard crashes without clear unified cause

[twilytgardnfaery]

I've been reluctant to post a support request because I can't nail down what the problem is myself, but I'm at my wit's end and I need help. I have tried reinstalling the entire game clean, I've updated drivers AND tried rolled them back, I've replaced my graphics card entirely, and still, seemingly completely at random, I will crash out of the game with no error message. I've combed my event viewer for some indication of what's going on, but I've yet to find anything.

My most recent crash saw me trying to switch classes while standing in Mor Dhona, but others have occurred while interacting with the summoning bell, standing in the Barracks at my Grand Company, while running dungeons (which has caused me to avoid playing my main class, which is PLD, for MONTHS, lest I crash out and kill my whole party), and standing idly in any number of locations, both open world and instanced (e.g. my personal estate).

Technical details from the launcher here, I DO have a dxdiag saved if that's useful, but it looks like the launcher generates a report inclusive of that information.


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[Rhaervis]

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

Have any changes happened to the device before the issue began? We would also like to recommend several other troubleshooting steps:

1) Make sure that your hardware is not overheating and remove any overclocks you may have on your graphics card or processor. Please check that any fans or vents are clear of blocks.
2) Disable any additional programs that could cause interference with the game itself including chat programs. Also, remove any custom configurations made using graphics driver-level programs.
3) Turn off Fullscreen Optimizations. Find the executable file for the game (normally found in the install folder), right-click it and select 'Properties'. Under the 'Compatibility' tab, check the box labeled 'Disable Fullscreen Optimizations', then click 'Apply'.
4) Remove any unnecessary USB or audio devices (controllers, headphones, flash drives etc.)
5) Perform a clean boot by opening the task manager and select the 'Start up' Tab. Disable everything

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

[twilytgardnfaery]

There were no changes to the device, however, the beginning of the crashes coincided with the release of 5.2. It made raiding this tier pretty frustrating.

I can confirm from the start that it's not a heat issue, as that was among the other items I'd already investigated as a possible cause. I do not run any overlays or other things that have any direct interaction with the game.

Could you clarify for me what you mean by "custom configurations made using graphics driver-level programs"? Do you mean the optimization through the software that came with my graphics card? I went ahead and reset that to factory, but I want to make sure I've gotten this right.

The other problem, of course, is that because the crashes are sporadic in nature, it's difficult to pin down whether or not the problem has actually been resolved, or if it's just stopped happening for a few days. When I installed the new graphics card, I didn't crash for a good week or two, but yesterday I crashed out 4 or 5 times over the course of the evening. I'll be back both to check on that custom configuration question and if it blows up in my face again. Thank you for your assistance so far.

[Gameesh]

If with hard crash you mean your PC freezing completely I had this happen as well recently.
It's pretty scary actually...

[Mihari]

I have the same problem since I have exchanged my graphic card from a GTX970Ti to a GTX2070Ti. I tried all mentioned things, but nothing worked. I currently can only play, when I disable DX11 in the launcher and play with the old "DX9" version.

It is curious because FFXIV is the only game which is crashing. It also uses only around 60% of the performance of the graphic and my whole system itself has enough performance for more and isn't getting hot at all.

I hope Square Enix is fixing the DX11 problem (which exists for a lot of users) soon.

[Einmimiria]

There were no changes to the device, however, the beginning of the crashes coincided with the release of 5.2. It made raiding this tier pretty frustrating.

I can confirm from the start that it's not a heat issue, as that was among the other items I'd already investigated as a possible cause. I do not run any overlays or other things that have any direct interaction with the game.

Could you clarify for me what you mean by "custom configurations made using graphics driver-level programs"? Do you mean the optimization through the software that came with my graphics card? I went ahead and reset that to factory, but I want to make sure I've gotten this right.

The other problem, of course, is that because the crashes are sporadic in nature, it's difficult to pin down whether or not the problem has actually been resolved, or if it's just stopped happening for a few days. When I installed the new graphics card, I didn't crash for a good week or two, but yesterday I crashed out 4 or 5 times over the course of the evening. I'll be back both to check on that custom configuration question and if it blows up in my face again. Thank you for your assistance so far.

Thanks you for the reply twilytgardnfaery.

By custom configurations, we mean any driver-level changes using your graphics card proprietary software. In this case, any changes you would have made using the Nvidia Control Panel. If you did a clean reinstall of your graphics drivers, it would have reset these to default.

To clarify, did you have a chance try any of the other troubleshooting options?

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