Black screen crashes during Shadowbringers MSQ cutscenes

[Xaneth]

I've had this problem multiple times already, in numerous MSQ cutscenes (started out in HW) - at some point, the screen goes black and although the sounds keep playing, my monitor behaves as if it's lost all signal from the PC. Everything becomes unresponsive and the only thing I can do is to reset my PC.

Up until yesterday, I was able to handle such issues by either closing Chrome in the background, or lowering the graphic details, and the next time the cutscene would play out successfully. However, since yesterday I can't get through a cutscene playing in the MSQ "Shadowbringers" (SPOILER ALERT BELOW)

after The Dying Gasp trial fight, after the scene where Alisaie helps Alphinaud and then there's a shot of Ryne

The game keeps crashing right at this exact moment over and over. So far I've tried:

• closing Chrome
• lowering the graphic details as low as possible and switching to Full Screen mode from Borderless Window
• reinstalling the game
• I even cleaned up my PC case from as much dust as I was able to

but nothing helped. I'm at my wits end here, since this seems to be one of the last 5.0 story cutscenes and because I can't even watch it, my hype is almost all but gone, replaced by frustration. This isn't at all how I envisioned feeling despair when experiencing this story.

Here are my specs:

• Windows 10 Pro 64 bit
• AMD Ryzen 5 2600 3,40 GHz
• 16 GB RAM
• Radeon RX 590 8 GB
• game installed on an SSD drive with 30 GB of free space

Anybody here can help me out? I think I'm going to go to YT, watch the cutscene there and just skip the one in game as a last resort, but this honestly is killing my immersion even more, and it's not the most practical solution in the long run.

Oh and I'd be grateful if someone here pointed out how do I use spoiler tags properly on this forum.

[Rhaervis]

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

Does this crash 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.

[Xaneth]

I have a Steam version, so obviously it's running in the background. I don't use any other platforms, like Discord or Uplay, when playing FFXIV. I often have a lot of Chrome tabs open in the background, but when the crash happens, closing them doesn't really help. Other than that, nothing else comes to mind... I mean, my Task Manager shows I have over 60 background processes and over 80 Windows processes, but they've always been there really, and there's no way for me to tell if any of them can be the reason, or if I could even shut them down without any repercussions.

Below you will find my system report. Thank you for your reply.




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

MyDocument C:\Users\Shleeva\Documents
ProxyEnable 0
ProxyServer unspecified
ProxyOverride *.local


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

SYSTEM_OS Windows 10 Pro 64-bitowy (6.2, kompilacja 9200) (18362.19h1_release.190318-1202)
SYSTEM_CPU AMD Ryzen 5 2600 Six-Core Processor (12 CPUs), ~3.4GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 12 SYSTEM_CORE_PHYSICS 6
SYSTEM_BIOS H.00
SYSTEM_LANGUAGE polski (Ustawienia regionalne: polski)
SYSTEM_MEMORY 16335.105MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 18767.105MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 222.940GB SYSTEM_FREEDISC_SPACE 25.913GB
SYSTEM_STORAGE F:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 929.874GB SYSTEM_FREEDISC_SPACE 146.861GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS Radeon RX 590 Series
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP AMD Radeon Graphics Processor (0x67DF)
SYSTEM_GRAPHICS_MAKER Advanced Micro Devices, Inc.
SYSTEM_GRAPHICS_VRAM 8171.840 MB
SYSTEM_GRAPHICS_SHARED_VRAM 8167.553 MB
SYSTEM_GRAPHICS_DAC Internal DAC(400MHz)
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (59Hz)
SYSTEM_GRAPHICS_DRIVER C:\Windows\System32\DriverStore\FileRepository\u0360073.inf_amd64_4d0a7206a56b4676\B360064\aticfx64.dll,C:\Windows\System32\DriverStore\FileRepository\u0360073.inf_amd64_4d0a7206a56b4676\B360064\aticfx64.dll,C:\Windows\System32\DriverStore\FileRepository\u0360073.inf_amd64_4d0a7206a56b4676\B360064\aticfx64.dll,C:\Windows\System32\DriverStore\FileRepository\u0360073.inf_amd64_4d0a7206a56b4676\B360064\amdxc64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 27.20.12033.1007
SYSTEM_GRAPHICS_DRIVER_DATE 10/16/2020 01:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE Angielski
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_SOUND Głośniki (Logitech USB Headset)
SYSTEM_SOUND_DEVICE_ID {EEAB844A-E33D-46AB-B8F9-D6E054BDE3AD}
SYSTEM_SOUND_DEVICE_NAME USBAUDIO.sys
SYSTEM_SOUND_DRIVER_VERSION 6.02.18362.0997
SYSTEM_SOUND_DRIVER_LANGUAGE Angielski
SYSTEM_SOUND_DRIVER_DATE 7/17/2020 00:00:00
SYSTEM_SOUND Linia (Voicemod Virtual Audio Device (WDM))
SYSTEM_SOUND_DEVICE_ID {A7E97675-00EB-47A7-8751-9D47985BE2CC}
SYSTEM_SOUND_DEVICE_NAME vmdrv.sys
SYSTEM_SOUND_DRIVER_VERSION 10.00.10011.16384
SYSTEM_SOUND_DRIVER_LANGUAGE Angielski
SYSTEM_SOUND_DRIVER_DATE 1/10/2018 00:00:00
SYSTEM_INPUT {6F1D2B60-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Mysz
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 3 SYSTEM_GAMEPAD_BUTTON 5 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {6F1D2B61-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Klawiatura
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 128 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0E92E800-DFC9-11E9-8005444553540000}
SYSTEM_INPUT_NAME Game Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0E92E800-DFC9-11E9-8006444553540000}
SYSTEM_INPUT_NAME Game Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0E909E10-DFC9-11E9-8003444553540000}
SYSTEM_INPUT_NAME Controller (XBOX 360 For Windows)
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 5 SYSTEM_GAMEPAD_BUTTON 10 SYSTEM_GAMEPAD_FOV 1
SYSTEM_INPUT {0E909E10-DFC9-11E9-8001444553540000}
SYSTEM_INPUT_NAME USB Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0E935D30-DFC9-11E9-8007444553540000}
SYSTEM_INPUT_NAME Game Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 24 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0E909E10-DFC9-11E9-8004444553540000}
SYSTEM_INPUT_NAME Logitech USB Headset
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 4 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0E935D30-DFC9-11E9-8008444553540000}
SYSTEM_INPUT_NAME Game Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0E935D30-DFC9-11E9-8009444553540000}
SYSTEM_INPUT_NAME Game Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0E909E10-DFC9-11E9-8002444553540000}
SYSTEM_INPUT_NAME USB Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 24 SYSTEM_GAMEPAD_FOV 0


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

FFXIVLauncher
Black screen crashes during Shadowbringers MSQ cutscenes - Google Chrome
Kawalorn
Steam
Microsoft Text Input Application
Friends List


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

ASIO4ALL
Audacity 2.3.2
PLAY 6.1.5
FL Studio ASIO
Google Chrome
Huawei E3372
PACE License Support Win64
LogMeIn Hamachi
Microsoft Edge
Microsoft Edge Update
NapiProjekt (2.2.0.2399)
Native Instruments Guitar Rig 5
Native Instruments Kontakt 5
Native Instruments Service Center
NC Launcher 2
Origin
SONiVOX Twist 2
Steam
Uplay
ForHonor
Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.30501
Microsoft Visual C++ 2013 x86 Minimum Runtime - 12.0.21005
Guitar Pro 6
AMD Settings
Microsoft Visual C++ 2019 X86 Minimum Runtime - 14.24.28127
Microsoft Visual C++ 2012 Redistributable (x86) - 11.0.61030
TP-Link TL-WN725N Driver
EW Spaces II 2.0.2
Crysis®3
BOSS TONE STUDIO for KATANA MkII version 1.0.2 (27)
Google Update Helper
Microsoft Visual C++ 2015-2019 Redistributable (x64) - 14.25.28508
Microsoft Visual C++ 2005 Redistributable
Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.21005
e-pity 11.2.0 za rok 2019
Microsoft Visual C++ 2005 Redistributable
Office 16 Click-to-Run Extensibility Component
Office 16 Click-to-Run Localization Component
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.17
FFmpeg (Windows) for Audacity wersja 2.2.2
Adobe Refresh Manager
Adobe Acrobat DC
Xpand!2 Content
Microsoft Visual C++ 2012 x86 Additional Runtime - 11.0.61030
Microsoft Visual C++ 2012 x86 Minimum Runtime - 11.0.61030
Xpand!2 Factory Content
Microsoft Visual C++ 2012 Redistributable (x64) - 11.0.61030
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.21005
Xpand!2
Microsoft Visual C++ 2015-2019 Redistributable (x86) - 14.24.28127
Microsoft Visual C++ 2019 X86 Additional Runtime - 14.24.28127
LogMeIn Hamachi
Microsoft Visual C++ 2010 x86 Redistributable - 10.0.40219
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.30501
Microsoft Visual C++ 2013 x86 Additional Runtime - 12.0.21005
Microsoft Visual C++ 2008 Redistributable - x86 9.0.21022
AMD Software
Focusrite Control 3.4.4
Focusrite Thunderbolt 4.25.0.335
Focusrite USB 4.63.24.564
GIMP 2.10.18
Microsoft Office Professional Plus 2019 - pl-pl
KATANA Driver
MXGP 2019 - The Official Motocross Videogame
Aokana - Four Rhythms Across the Blue
Making Lovers
Senren＊Banka Trial version
PlanetSide 2
Desperados - Wanted Dead or Alive
Alien Shooter
DARK SOULS™ III
FINAL FANTASY XIV Online
Nioh: Complete Edition
MONSTER HUNTER: WORLD
Soldat
Baldr Sky
DOOM Eternal
Muv-Luv
Muv-Luv Alternative
Muv-Luv photonflowers*
Muv-Luv photonmelodies♮
CHAOS;CHILD
STL Ignite - Emissary Plug-In Bundle
WinRAR 5.71 (64-bitowy)
Native Instruments Guitar Rig 5
Native Instruments Service Center
AMD WVR64
Microsoft Visual C++ 2010 x64 Redistributable - 10.0.40219
MuseScore 3
MPC-HC 1.7.13 (64-bit)
Microsoft Visual C++ 2008 Redistributable - x64 9.0.21022
Microsoft Visual C++ 2012 x64 Additional Runtime - 11.0.61030
PACE License Support Win64
Native Instruments Kontakt 5
Bonjour
AMD User Experience Program Installer
Microsoft Visual C++ 2019 X64 Additional Runtime - 14.25.28508
Voicemod
Branding64
Office 16 Click-to-Run Licensing Component
Office 16 Click-to-Run Extensibility Component 64-bit Registration
Microsoft Visual C++ 2013 x64 Additional Runtime - 12.0.21005
Microsoft Update Health Tools
AMD Settings
Microsoft Visual C++ 2013 x64 Minimum Runtime - 12.0.21005
Microsoft Visual C++ 2005 Redistributable (x64)
Xpand!2 VST64
Microsoft Visual C++ 2012 x64 Minimum Runtime - 11.0.61030
Microsoft Visual C++ 2019 X64 Minimum Runtime - 14.25.28508
EW Installation Center


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

C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\AdobeCollabSync.exe 00002540
C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\acrotray.exe 00000AB4
C:\Program Files (x86)\Google\Chrome\Application\chrome.exe 00001F88
C:\Program Files (x86)\Steam\GameOverlayUI.exe 00000278
C:\Program Files (x86)\Steam\Steam.exe 00000514
C:\Program Files (x86)\Steam\bin\cef\cef.win7x64\steamwebhelper.exe 00000D60
C:\Program Files (x86)\Steam\steamapps\common\FINAL FANTASY XIV Online\boot\ffxivlauncher.exe 0000131C
C:\Program Files (x86)\Steam\steamapps\common\FINAL FANTASY XIV Online\boot\ffxivsysinfo64.exe 00001C64
C:\Program Files\AMD\CNext\CNext\Radeonsoftware.exe 000025CC
C:\Program Files\FocusriteUSB\Focusrite Notifier.exe 00002434
C:\Program Files\WindowsApps\AcrobatNotificationClient_1.0.4.0_x86__e1rzdqpraam7r\AcrobatNotificationClient.exe 000003EC
C:\Program Files\WindowsApps\Microsoft.Windows.Photos_2020.20090.1002.0_x64__8wekyb3d8bbwe\Microsoft.Photos.exe 00001EEC
C:\Program Files\WindowsApps\Microsoft.YourPhone_1.20101.78.0_x64__8wekyb3d8bbwe\YourPhone.exe 000013DC
C:\Program Files\WindowsApps\Microsoft.ZuneVideo_10.20082.10421.0_x64__8wekyb3d8bbwe\Video.UI.exe 000037D0
C:\ProgramData\MobileBrServ\tray.exe 0000375C
C:\Users\Shleeva\AppData\Local\Microsoft\OneDrive\OneDrive.exe 000024A4
C:\Windows\Explorer.EXE 00000D40
C:\Windows\System32\RuntimeBroker.exe 000008BC
C:\Windows\System32\SecurityHealthSystray.exe 00002054
C:\Windows\System32\svchost.exe 00001088
C:\Windows\SystemApps\InputApp_cw5n1h2txyewy\WindowsInternal.ComposableShell.Experiences.TextInput.InputApp.exe 00002EB8
C:\Windows\SystemApps\Microsoft.Windows.Cortana_cw5n1h2txyewy\SearchUI.exe 00001BE4
C:\Windows\SystemApps\Microsoft.Windows.StartMenuExperienceHost_cw5n1h2txyewy\StartMenuExperienceHost.exe 000017DC
C:\Windows\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe 00002C98
C:\Windows\system32\SettingSyncHost.exe 000017A8
C:\Windows\system32\sihost.exe 00000AF4
C:\Windows\system32\svchost.exe 000010B4
C:\Windows\system32\taskhostw.exe 00000E14
F:\Program Files (x86)\LogMeIn Hamachi\hamachi-2-ui.exe 000018E4

[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) Remove any mods or injectors from the game or system
4) 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'.
5) Remove any unnecessary USB or audio devices (controllers, headphones, flash drives etc.)
6) Update and reinstall the drivers for your graphics card
7) 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.

[Rhaervis]

Thank you for posting in the Final Fantasy XIV Technical Support Forums.

Due to no response from the original poster, this thread will be moved to 'Closed Concerns.' If anyone is still having this particular problem, please create a new thread and we will assist you in any way we can.

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