Game Freezes When Turning Off Headphones

[Calliann78]

For some reason or another, if I turn off my wireless headset to use the HDMI Audio when playing the game, the game completely freezes and I can't force quit the game, therefore having to restart my PC.

I have tried Alt + F4, Task Manager as well as other means. Task Manager will open up, but I can't view the screen as the game will not minimize. It's just completely frozen there.

The wireless headset I am using is a Turtle Beach Stealth 700

[Rhaervis]

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

To prevent repeating previously attempted troubleshooting, what have you tried to alleviate the problem? Does this issue happen when Final Fantasy XIV is the only program running? Also, could you provide a system report? 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.

[Calliann78]

Not sure what I can do in order to troubleshoot. I've updated the headset's firmware, I've tried wired and wireless. The headset connects to an XBOX wireless adapter, and that adapter has the latest drivers.
I use PC Matic to maintain my drivers, as well as Turtle Beach and XBOX websites.

It happens every single time I turn off the headset. I literally have to exit the game, turn off the headset, then restart the game to play through my speakers. When I turn on my headset, I have to exit the game, turn on my headset, then re-enter the game to play through my headphones.



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

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FINAL FANTASY XIV - A Realm Reborn Language 1 Region 2
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-=-=-=-=-=-=- System Information -=-=-=-=-=-=-

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SYSTEM_SOUND Headphones (Xbox Controller)
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SYSTEM_SOUND_DRIVER_DATE 7/6/2020 20:00:00
SYSTEM_INPUT {6F1D2B60-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Mouse
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SYSTEM_INPUT {6F1D2B61-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Keyboard
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SYSTEM_INPUT {FFFCCA80-C9FC-11EA-8001444553540000}
SYSTEM_INPUT_NAME Gaming Mouse G502
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {FFFE0300-C9FC-11EA-8002444553540000}
SYSTEM_INPUT_NAME Gaming Mouse G502
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SYSTEM_INPUT {FFFE2A10-C9FC-11EA-8003444553540000}
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SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {FFFE2A10-C9FC-11EA-8004444553540000}
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SYSTEM_INPUT {FFFE5120-C9FC-11EA-8005444553540000}
SYSTEM_INPUT_NAME PS/2+USB Keyboard
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SYSTEM_INPUT {FFFE5120-C9FC-11EA-8006444553540000}
SYSTEM_INPUT_NAME Gaming Mouse G502
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FFXIVLauncher
FINAL FANTASY XIV
Game Freezes When Turning Off Headphones and 6 more pages - Personal - Microsoft​ Edge
Volume Mixer - C32F391 (NVIDIA High Definition Audio)
Microsoft Text Input Application
Netflix
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Mail
Inbox - Sympatico ‎- Mail
NVIDIA GeForce Overlay
Spotify Premium
Microsoft Store
Microsoft Store


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

Battle.net
Diablo III
Microsoft Edge
Microsoft Edge Update
PC Matic 3.0.0.11
PC Matic Super Shield 3.0.28.0
PC Pitstop Info Center 1.0.0.19
Steam
FINAL FANTASY XIV ONLINE
Microsoft Visual C++ 2017 Redistributable (x86) - 14.13.26020
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AdVenture Capitalist
Clicker Heroes
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NVIDIA GeForce Experience 3.20.4.14
NVIDIA Optimus Update 38.0.5.0
NVIDIA PhysX System Software 9.19.0218
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NVIDIA ShadowPlay 3.20.4.14
NVIDIA SHIELD Wireless Controller Driver
NVIDIA Update Core
NVIDIA Virtual Audio 4.13.0.0
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-=-=-=-=-=-=- Proccess Information -=-=-=-=-=-=-

C:\Program Files (x86)\Microsoft\Edge\Application\msedge.exe 000020F4
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C:\Program Files (x86)\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\game\ffxiv_dx11.exe 00001768
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[Dynratygus]

Good morning and thank you for the reply.

Does this this issue occur when a different headset is used? Additionally, do you experience this crash when headphones are not used?

Thank you for visiting the Final Fantasy XIV Technical Support Forums

[Calliann78]

Ok so here goes.

I don't have any other wireless headset. Only this Turtle Beach Stealth 700 (Xbox One). This is the ONLY game I am having issues with.

Description of issues:

I turn on my headset, then fire up FF14. Everything works well.
When I turn off my headset, the game just freezes. I can access the Start Menu, but I cannot access any other apps, not even Task Manager. The apps are open and working, but the FF14 window remains on top of everything else.
I tried clicking the X in the corner of the game window when I try switching apps using Alt + TAB.
I tried RightClicking the game icon in my taskbar and selecting Close. Nothing happens
I need to restart my PC.

Now My PC is on, I fire up FF14, play the sound through my speakers which use the HDMI audio from my video card. My monitor has an audio port.
Everything is working fine.

I turn on my headset, the game keeps going well, the sound remains on my speakers, unable to change it to my headset unless I restart the game.
Only then the game recognizes my headset.

but if I turn off my headset, or batteries get low and headset turns off automatically, game freezes and we are back to square one.

I'm willing to help you guys do anything that needs to be done, in order to help others who may have this issue.
Just tell me what needs to be done, let's work at this together.

[Dynratygus]

Good morning and thank you for the reply.

We apologize for the delay in our response to your concern. Could you try updating and reinstalling the sound drivers?

Thank you for visiting the Final Fantasy XIV Technical Support Forums

[worldofneil]

It's nothing to do with your local software, it's a known problem with the game (and has been for 7 years now). If you change/remove the audio device that the game is using, it will probably crash. This was confirmed by SE here back in 2018 (although it has been bought up before that):

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

Final Fantasy XIV will use the default audio device to play sound. When you remove the headphones, you are removing the default audio device and the game can crash as a result of this. We recommend logging out of the game in order to switch audio devices.

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

If you search through the Closed Concerns forum you'll find many similar reports. There's also a lot of people asking for a way to switch the audio device in-game rather than have to exit the game. For whatever reasons SE doesn't seem to have any interest in changing how it works so I'm afraid you're probably just going to have to live with it.

[Calliann78]

That's what I was afraid of.

It's really an annoyance and it's like the only game I own (and I own over 200) that crashes/freezes like that. At least I don't need to reboot when playing in windowed mode. I can just open task manager and end task from there.

[Rhaervis]

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

Thank you for keeping us updated. We will be moving this thread to "Closed Concerns".

Good luck with your adventures through Eorzea!