Two accounts sharing the same issue: Game crashed during quest-teleport

[PaganMom]

My account, and my husbands account share the same issue at this moment in time. I've opened a ticket about it in-game on my alt on the account in question, but have received no useful information, no tips, no workarounds, nothing.

The game client produces no crash log, no error notification at the time it crashes, and it does it every time we both try to log into our main characters - which are in fact married in game as well. This has been an ongoing issue for the last two, almost three weeks now, and we'd really like to see a resolution on the matter as soon as physically possible.

The issue: Persona Dramatis cinematic to board the Prima Vista to the tiring room doesn't even load, it crashes the game on both mine and my husbands characters and will not allow us to log back in to finish the quest. For the last (closing on) three weeks now, we've tried to log back in on these characters, only to have the client yet again, producing no error flag, or notification or log, crashes out completely, booting us completely off of the game entirely. We have no mods, no apps, or anything else loaded. I play on the Steam client on my Asus Tuf 504SE laptop, and he plays on his Asus Tuf 505 laptop.

We both use Windows 10 x64 and yes, everything is up to date, we checked that the day it first happened. We don't have any antivirus blocking the game from playing, and far as I can tell (I'm the more tech savvy between my husband and I.) we have no reports of malware, viruses, or worms to mention. I've been pulling my hair out by the roots trying to sort this matter out, and my husband was told today that his first ticket is STILL open, and has yet to be answered or resolved. Can we speed this along to tech support and get this looked into or what?

[SolSoldier]

Husband of above here. Three weeks and ongoing since the game closed without error report or code when loading into the Prima Vista Tiring Room.

My account states my character is IN the Prima Vista Tiring Room but when I attempt to log in on the character game closes with no warning and no error code to report with.

This, for me, is not the first time I've had a bug like this occur and it's ridiculous. Love the game, have put honestly hundreds of dollars into gametime, emotes, outfits, mounts, and boosts for other characters. This should not be taking a month or longer at this point to be resolved.

[MercX]

I've been having the same issue since last year. My work around was purchasing the game for my ps4 to get loaded so i can eventually log back in on my PC. Unfortunately after i completed a Duty, i can't log in at all with this same error described above. I've tried every recommended fix outside uninstalling and reinstalling. I even installed a new video card but still cant log in. Just stays stuck on the loading screen.

SO basically its like this. I completed a duty on the PC and exited the instance. It stood loading for over 5 minutes with the chat channel still active. I forced the game to close and restarted. I selected my character who completed the duty on the ship in the StormBlood expansion and the screen went to the loading screen. It then makes a sound similar to a ring being collected in Sonic the hedgehog, but remains loading no matter how long i wait. I log into the PS4 version, played a bit til i got to the Ruby sea to negotiate the Fee to cross the sea. I tried to log into the character on the PC, who is at the Ruby sea but am unable to. It just stuck on the loading screen. I can log into another character just fine who is currently in ARR.

With DX11 on, I get no error codes. When i changed to have it off, I finally got an error code (after many many attempts to log in):

ntdll.dll+5E1A9
AcLayers.DLL+2C555
ffxiv.exe+1001677
ffxiv.exe+FE4b54
ffxiv.exe+5BEAB
ffxiv.exe+5AB22
ffxiv.exe+59374
ffxiv.exe+3C30CB

I am not sure if it related to me not being able to log in with that character on my PC, but its finally an error code.

I am running Win 10 Home 64bit, 16 gb ram, DirectX 12 installed, AMD Radeon R7 360 series and it is the Steam version.

Edit: Logged into the ps 4 version and teleported to New Gridania. I then logged into the PC version and was able to get in with no problem. I then teleported back to Ruby sea and it crashed. I got an error code but it went too fast and was able to read or get a print screen. Will try to get those error codes at another time.

[Kirika-]

AcLayers.DLL is a library file for Microsoft Office Access.
I'm really not sure why Access would be part of the crash related to FF14, but maybe try running Microsoft's repair module for Office and see if it helps:
https://support.microsoft.com/en-us/...e-a6b40c5bb88b
See section:
Repair Office from the Control Panel

[PaganMom]

Neither my husband or I have had any error thrown our way with the game crashes, and it continues to be a problem, a month after the first reported crash on our accounts. We've tried every single step offered by devs in other threads to find a solution and repair the problem and nothing is working. Reinstalling won't fix anything, and uninstalling won't either. So when is a technical support person to supposed to recognize this is a serious issue? Cause we both have spent quite a bit on this game for these two characters and not being able to play them because of a technical problem with a quest chain is downright disappointing. Even Blizzard has better technical support than this, SE...come on now, get on the ball already!

[Kirika-]

Neither my husband or I have had any error thrown our way with the game crashes, and it continues to be a problem, a month after the first reported crash on our accounts. We've tried every single step offered by devs in other threads to find a solution and repair the problem and nothing is working. Reinstalling won't fix anything, and uninstalling won't either. So when is a technical support person to supposed to recognize this is a serious issue? Cause we both have spent quite a bit on this game for these two characters and not being able to play them because of a technical problem with a quest chain is downright disappointing. Even Blizzard has better technical support than this, SE...come on now, get on the ball already!

Can you post a Final Fantasy XIV system report?
Go to the Config option on the Final Fantasy XIV launcher and to the right of System Information click the Display button.
On the new window, click Copy to Clipboard and then paste it into a Post here.

[Cortawraith]

could be a similar problem that I have occasionally. When I teleport, the game sometimes crashes. I get an error message, though.
It happens mostly when I try to teleport to Wolves' Den Pier.


I'm still waiting on a reply from a moderator, though. Haven't hear back a couple of day, now.

[Rhaervis]

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

We apologize for the delay in responding. As the SQUARE ENIX Support Center was closed for the Thanksgiving holiday, there will be some delays in support. We would like to recommend deleting the locally-saved data folder (My Documents > My Games > Final Fantasy XIV). Make sure to create a backup of this so you can replace it if it doesn't solve the issue.

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

[worldofneil]

Reinstalling won't fix anything, and uninstalling won't either.

Sorry, but have you actually tried reinstalling it? I wasn't sure whether to read that as you had and it didn't change anything or you hadn't because you didn't believe it'd fix anything.

There's no file verification tool so if you're got corrupted files it cause cause crashes and the only way to be sure would be to uninstall and reinstall. It's a real pain, but unfortunately necessary so you can confirm you don't have any corrupted files.

If you're saying you already did then I apologise and please ignore this post!

[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.