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  1. #1
    Player
    brightdowned's Avatar
    Join Date
    Jul 2020
    Posts
    4
    Character
    Yunuen Kantun
    World
    Zalera
    Main Class
    White Mage Lv 84

    game crashes when i start cutscene dx11.exe error

    started patch 5.1 without any issues, cutscenes played and dungeons ran without an issue, but when i got to the quest 'good for the soul' in amh araeng the game started crashing right as the cutscene started playing with the error message :

    An unexpected error has occurred. Exiting FINAL FANTASY XIV.
    2020-03-26_11:14

    ffxiv_dx11.exe+12C33ED
    ffxiv_dx11.exe+6161C
    ffxiv_dx11.exe+5FCA3
    ffxiv_dx11.exe+120FA90
    ffxiv_dx11.exe+121113F
    ffxiv_dx11.exe+1213BF5
    ffxiv_dx11.exe+45359C
    ffxiv_dx11.exe+18D1C2

    tried clean boot and restarting. pretty sure the graphics drivers are up to date. i also dont seem to have this issue with most other cutscenes ( only other one so far was the cutscene directly before the nier raid is made available in duty finder ). anyone have any suggestions on how to fix this?

    system information :

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

    MyDocument C:\Users\Name\Documents
    FINAL FANTASY XIV ONLINE E:\SquareEnix
    FINAL FANTASY XIV - A Realm Reborn Language 1 Region 2
    ProxyEnable 0
    ProxyServer unspecified
    ProxyOverride unspecified


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

    SYSTEM_OS Windows 10 Home 64-bit (6.2, Build 9200) (19041.vb_release.191206-1406)
    SYSTEM_CPU Intel(R) Core(TM) i7-8750H CPU @ 2.20GHz (12 CPUs), ~2.2GHz
    SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 12 SYSTEM_CORE_PHYSICS 6
    SYSTEM_BIOS 1.13.0
    SYSTEM_LANGUAGE English (Regional Setting: English)
    SYSTEM_MEMORY 16178.277MB
    SYSTEM_VIRTUAL_MEMORY 134217727.875MB
    SYSTEM_PAGE_FILE 18610.277MB
    SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 105.034GB SYSTEM_FREEDISC_SPACE 34.023GB
    SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 931.387GB SYSTEM_FREEDISC_SPACE 901.937GB
    SYSTEM_STORAGE E:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 1862.958GB SYSTEM_FREEDISC_SPACE 1856.789GB
    SYSTEM_DIRECTX_VERSION DirectX 12
    SYSTEM_GRAPHICS Intel(R) UHD Graphics 630
    SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
    SYSTEM_GRAPHICS_CHIP Intel(R) UHD Graphics Family
    SYSTEM_GRAPHICS_MAKER Intel Corporation
    SYSTEM_GRAPHICS_VRAM 128.000 MB
    SYSTEM_GRAPHICS_SHARED_VRAM 8089.139 MB
    SYSTEM_GRAPHICS_DAC Internal
    SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (60Hz)
    SYSTEM_GRAPHICS_DRIVER C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_4e0d0dbbb33e7306\igdumdim64.dll,C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_4e0d0dbbb33e7306\igd10iumd64.dll,C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_4e0d0dbbb33e7306\igd10iumd64.dll,C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_4e0d0dbbb33e7306\igd12umd64.dll
    SYSTEM_GRAPHICS_DRIVER_VERSION 26.20.0100.7262
    SYSTEM_GRAPHICS_DRIVER_DATE 9/24/2019 17:00:00
    SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
    3.0
    SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
    SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
    SYSTEM_GRAPHICS NVIDIA GeForce GTX 1060 with Max-Q Design
    SYSTEM_GRAPHICS_DEVICE Unknown
    SYSTEM_GRAPHICS_CHIP GeForce GTX 1060 with Max-Q Design
    SYSTEM_GRAPHICS_MAKER NVIDIA
    SYSTEM_GRAPHICS_VRAM 14141 MB
    SYSTEM_GRAPHICS_SHARED_VRAM SYSTEM_UNKNOWN
    SYSTEM_GRAPHICS_DAC Integrated RAMDAC
    SYSTEM_GRAPHICS_DISPLAY_MODE Unknown
    SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\nvdm.inf_amd64_32819e46e0a74605\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvdm.inf_amd64_32819e46e0a74605\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvdm.inf_amd64_32819e46e0a74605\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvdm.inf_amd64_32819e46e0a74605\nvldumdx.dll
    SYSTEM_GRAPHICS_DRIVER_VERSION 25.21.0014.1972
    SYSTEM_GRAPHICS_DRIVER_DATE 3/17/2019 17:00:00
    SYSTEM_GRAPHICS_DRIVER_LANGUAGE English

    SYSTEM_GRAPHICS_PIXEL_SHADER
    SYSTEM_GRAPHICS_VERTEX_TEXTURE
    SYSTEM_SOUND Headset Earphone (Wireless Controller)
    SYSTEM_SOUND_DEVICE_ID {E745D40E-9B62-47E5-A74E-016F307E1093}
    SYSTEM_SOUND_DEVICE_NAME USBAUDIO.sys
    SYSTEM_SOUND_DRIVER_VERSION 10.0.19041.388
    SYSTEM_SOUND_DRIVER_LANGUAGE English
    SYSTEM_SOUND_DRIVER_DATE 7/6/2020 17:00:00
    SYSTEM_SOUND Speakers/Headphones (Realtek(R) Audio)
    SYSTEM_SOUND_DEVICE_ID {80F767D1-D342-4AC1-85FF-3345F8C0D139}
    SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
    SYSTEM_SOUND_DRIVER_VERSION 6.0.1.8642
    SYSTEM_SOUND_DRIVER_LANGUAGE English
    SYSTEM_SOUND_DRIVER_DATE 2/21/2019 17:00:00
    SYSTEM_INPUT {6F1D2B60-D5A0-11CF-BFC7444553540000}
    SYSTEM_INPUT_NAME Mouse
    SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 3 SYSTEM_GAMEPAD_BUTTON 3 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 {C20F1D20-9B66-11E8-8002444553540000}
    SYSTEM_INPUT_NAME Intel(R) HID Event Filter
    SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
    SYSTEM_INPUT {C21055A0-9B66-11E8-8005444553540000}
    SYSTEM_INPUT_NAME Intel(R) HID Event Filter
    SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 5 SYSTEM_GAMEPAD_FOV 0
    SYSTEM_INPUT {C21118F0-9B66-11E8-8007444553540000}
    SYSTEM_INPUT_NAME HIDI2C Device
    SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
    SYSTEM_INPUT {5F1B19E0-9BCE-11E8-8001444553540000}
    SYSTEM_INPUT_NAME Wireless Controller
    SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 6 SYSTEM_GAMEPAD_BUTTON 14 SYSTEM_GAMEPAD_FOV 1
    SYSTEM_INPUT {C211DC40-9B66-11E8-8009444553540000}
    SYSTEM_INPUT_NAME Converted Portable Device Control device
    SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
    SYSTEM_INPUT {C212C6A0-9B66-11E8-800B444553540000}
    SYSTEM_INPUT_NAME Converted Portable Device Control device
    SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
    SYSTEM_INPUT {C21362E0-9B66-11E8-800D444553540000}
    SYSTEM_INPUT_NAME HIDI2C Device
    SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0


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

    Having Problems With Directx11 Causing The Game To Crash On Me Help | Ultima Linkshell - Google Chrome
    FFXIVLauncher
    Steam
    My Games
    Steam - News (1 of 4)
    Microsoft Text Input Application
    Microsoft Store
    Microsoft Store


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

    Intel(R) HID Event Filter
    Battle.net
    Dropbox
    Google Chrome
    Microsoft Edge
    Microsoft Edge Update
    McAfee LiveSafe
    NVIDIA Stereoscopic 3D Driver
    Overwatch
    Steam
    Toolkit
    Intel(R) Wireless Bluetooth(R)
    Intel(R) Trusted Connect Services Client
    Intel® PROSet/Wireless Software
    Dropbox Update Helper
    Intel Driver && Support Assistant
    Microsoft Visual C++ 2013 x86 Minimum Runtime - 12.0.21005
    FINAL FANTASY XIV ONLINE
    Thunderbolt™ Software
    McAfee WebAdvisor
    Intel® Driver & Support Assistant
    Intel(R) Chipset Device Software
    Dell Update
    Google Update Helper
    Intel(R) Dynamic Platform and Thermal Framework
    Microsoft Visual C++ 2015 x86 Additional Runtime - 14.0.24215
    Gyazo 4.1.2.0
    Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.21005
    Dell Update - SupportAssist Update Plugin
    Dell Digital Delivery
    Microsoft VC++ redistributables repacked.
    Microsoft Visual C++ 2015 x86 Minimum Runtime - 14.0.24215
    Intel(R) Trusted Connect Service Client x86
    Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.21005
    Microsoft Visual C++ 2015 Redistributable (x64) - 14.0.24215
    Microsoft Visual C++ 2015 Redistributable (x86) - 14.0.24215
    Intel(R) Processor Graphics
    Realtek High Definition Audio Driver
    Microsoft Visual C++ 2013 x86 Additional Runtime - 12.0.21005
    FINAL FANTASY XIV Online
    Vulkan Run Time Libraries 1.0.65.0
    Vulkan Run Time Libraries 1.0.65.1
    Dell Power Manager Service
    Intel(R) Management Engine Components
    Killer Ethernet Performance Driver Suite UWD
    Intel® Optane™ Pinning Explorer Extensions
    Update for Windows 10 for x64-based Systems (KB4023057)
    Update for Windows 10 for x64-based Systems (KB4480730)
    Intel(R) Rapid Storage Technology
    Intel(R) Management Engine Driver
    Microsoft Visual C++ 2015 x64 Minimum Runtime - 14.0.24215
    Windows Setup Remediations (x64) (KB4023057)
    Intel(R) Rapid Storage Technology
    Intel(R) Management Engine Components
    Intel(R) PRO/Wireless Driver
    Microsoft VC++ redistributables repacked.
    Microsoft Visual C++ 2013 x64 Additional Runtime - 12.0.21005
    Microsoft Visual C++ 2013 x64 Minimum Runtime - 12.0.21005
    Dell Mobile Connect Drivers
    NVIDIA Ansel
    NVIDIA 3D Vision Driver 419.72
    NVIDIA Control Panel 419.72
    NVIDIA Graphics Driver 419.72
    NVIDIA GeForce Experience 3.12.0.84
    NVIDIA Optimus Update 31.0.11.0
    NVIDIA PhysX System Software 9.17.0524
    NVIDIA Update 31.0.11.0
    NVIDIA SHIELD Streaming
    NVIDIA HD Audio Driver 1.3.35.1
    NVIDIA Install Application
    NVIDIA Backend
    NVIDIA Container
    NVIDIA TelemetryApi helper for NvContainer
    NVIDIA LocalSystem Container
    NVIDIA Message Bus for NvContainer
    NVIDIA NetworkService Container
    NVIDIA Session Container
    NVIDIA User Container
    NVIDIA Display Container
    NVIDIA Display Container LS
    NVIDIA Display Watchdog Plugin
    NVIDIA Display Session Container
    NVIDIA NodeJS
    NVIDIA Watchdog Plugin for NvContainer
    NVIDIA Telemetry Client
    NVIDIA Telemetry Container
    NVIDIA Virtual Host Controller
    Nvidia Share
    NVIDIA ShadowPlay 3.12.0.84
    NVIDIA SHIELD Wireless Controller Driver
    NVIDIA Update Core
    NVIDIA Virtual Audio 4.04.0
    SmartByte Drivers and Services
    Intel(R) Chipset Device Software
    Intel(R) Trusted Connect Service Client x64
    Intel(R) Management Engine Components
    Intel(R) Computing Improvement Program
    Intel® PROSet/Wireless WiFi Software
    Dell Update - SupportAssist Update Plugin
    Microsoft Visual C++ 2015 x64 Additional Runtime - 14.0.24215
    UpdateAssistant
    DSC/AA Factory Installer


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

    C:\Program Files (x86)\Google\Chrome\Application\chrome.exe 00002820
    C:\Program Files (x86)\Intel\Driver and Support Assistant\DSATray.exe 000032B0
    C:\Program Files (x86)\Steam\Steam.exe 000019A0
    C:\Program Files (x86)\Steam\bin\cef\cef.win7\steamwebhelper.exe 000045D4
    C:\Program Files (x86)\Toolkit\Toolkit.exe 00003378
    C:\Program Files\Common Files\McAfee\ModuleCore\ModuleCoreService.exe 00000324
    C:\Program Files\Common Files\McAfee\Platform\McUICnt.exe 00003B24
    C:\Program Files\Intel\SUR\QUEENCREEK\x64\esrv.exe 0000392C
    C:\Program Files\McAfee\WebAdvisor\UIHost.exe 00000E64
    C:\Program Files\McAfee\WebAdvisor\browserhost.exe 000022D8
    C:\Program Files\WindowsApps\Microsoft.WindowsStore_12007.1001.2.0_x64__8wekyb3d8bbwe\WinStore.App.exe 000029B4
    C:\Program Files\WindowsApps\Microsoft.XboxGamingOverlay_5.320.6242.0_x64__8wekyb3d8bbwe\GameBar.exe 000016F4
    C:\Program Files\WindowsApps\Microsoft.YourPhone_1.20062.97.0_x64__8wekyb3d8bbwe\YourPhone.exe 00002894
    C:\Users\Name\AppData\Local\Microsoft\OneDrive\20.114.0607.0002\FileCoAuth.exe 00003FE0
    C:\Users\Name\AppData\Local\Microsoft\OneDrive\OneDrive.exe 00003124
    C:\Users\Name\Documents\My Games\FINAL FANTASY XIV - A Realm Reborn\downloads\ffxivupdater.exe 00001C10
    C:\WINDOWS\Explorer.EXE 00001CD0
    C:\WINDOWS\System32\DriverStore\FileRepository\cui_dch.inf_amd64_f3a64c75ee4defb7\igfxEM.exe 00001EA0
    C:\WINDOWS\SystemApps\Microsoft.Windows.StartMenuExperienceHost_cw5n1h2txyewy\StartMenuExperienceHost.exe 00002358
    C:\WINDOWS\system32\ApplicationFrameHost.exe 0000222C
    C:\WINDOWS\system32\DllHost.exe 00003FAC
    C:\WINDOWS\system32\SearchFilterHost.exe 00002C7C
    C:\WINDOWS\system32\SettingSyncHost.exe 00002938
    C:\WINDOWS\system32\backgroundTaskHost.exe 00003EF4
    C:\WINDOWS\system32\cmd.exe 00003210
    C:\WINDOWS\system32\conhost.exe 00001BD0
    C:\WINDOWS\system32\ctfmon.exe 00001EE8
    C:\WINDOWS\system32\sihost.exe 00001B2C
    C:\WINDOWS\system32\svchost.exe 000011E0
    C:\WINDOWS\system32\taskhostw.exe 00001D10
    C:\WINDOWS\system32\wbem\unsecapp.exe 00003648
    C:\Windows\System32\CompPkgSrv.exe 00003FE8
    C:\Windows\System32\DriverStore\FileRepository\wavesapo.inf_amd64_043a570d84e7e965\WavesSvc64.exe 00003078
    C:\Windows\System32\RtkAudUService64.exe 000030D4
    C:\Windows\System32\RuntimeBroker.exe 0000443C
    C:\Windows\System32\SecurityHealthSystray.exe 00000B70
    C:\Windows\SystemApps\Microsoft.LockApp_cw5n1h2txyewy\LockApp.exe 000029A8
    C:\Windows\SystemApps\Microsoft.Windows.Search_cw5n1h2txyewy\SearchApp.exe 00002444
    C:\Windows\SystemApps\MicrosoftWindows.Client.CBS_cw5n1h2txyewy\InputApp\TextInputHost.exe 00003F20
    E:\SteamLibrary\steamapps\common\FINAL FANTASY XIV Online\boot\ffxivlauncher.exe 0000200C
    E:\SteamLibrary\steamapps\common\FINAL FANTASY XIV Online\boot\ffxivsysinfo64.exe 0000450C
    (0)

  2. #2
    Moderator
    Join Date
    Jan 2020
    Posts
    1,594
    Good morning 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) Update and reinstall the drivers for your graphics card
    6) Perform a clean boot by opening the task manager and select the 'Start up' Tab. Disable everything
    7) Install Windows, Steam and FINAL FANTASY XIV onto the same drive.

    Thank you for visiting the Final Fantasy XIV Technical Support Forums
    (0)

  3. #3
    Player
    brightdowned's Avatar
    Join Date
    Jul 2020
    Posts
    4
    Character
    Yunuen Kantun
    World
    Zalera
    Main Class
    White Mage Lv 84
    this issue occured within the same play session that i ended 5.0 and started 5.1 in, so nothing could have changed within the device to my knowledge. the temperature is fine and nothing is overheating, and all other programs have been quit completely. fullscreen optimizations are turned off and ive completely updated the drivers that i could. tried a clean boot and a complete reinstall of the game. the issue is still persisting
    (0)

  4. #4
    Moderator
    Join Date
    Jan 2020
    Posts
    1,594
    Good afternoon and thank you for posting on the Final Fantasy XIV Technical Support Forums.

    Unfortunately, the device information in the provided System Report does indicate that the laptop being used does not meet the minimum specifications required to play FINAL FANTASY XIV most notably the Intel(R) HD Graphics Family chipset. We do not support Intel graphics cards for FINAL FANTASY XIV. However, I did notice there is an NVIDIA device that is not listed as the primary graphics card. This suggests that you may be running NVIDIA Optimus which controls whether your system utilizes the base Intel card or the NVIDIA card to conserve battery power. Please try disabling NVIDIA Optimus and see if the error persists. For instructions on how to force the NVIDIA card to be enabled or to disable Optimus, please contact NVIDIA Support.

    Thank you for visiting the Final Fantasy XIV Technical Support Forums.
    (0)

  5. #5
    Player
    CadenThael's Avatar
    Join Date
    Oct 2015
    Posts
    4
    Character
    Caeden Thael
    World
    Odin
    Main Class
    Warrior Lv 44
    Hi, did you manage to get sorted? If so what worked? I just started having this exact same issue last night and today except with the quest "into the dark" in Rak'Tika. The rest of the game runs perfectly as soon as I click to initiate the quest I get that same crash
    (0)