stuck in loading screen

[moonmist90]

HI, so I'm posting for a friend who can't post in the forms for 14 days yet because he just came back and had an issue with getting his user id back. He stuck in the loading screen for the quest "Devine Intervention" well trying to partake in the duty for it. He would talk to haurchefant in the "The Supreme Sacred Tribunal of Halonic Inquisitory Doctrine" building of Ishguard. he would get done talking to Haurchefant and click the "ok" then nothing but a black screen and a loading circle in the bottom right corner.

[Dynratygus]

Good afternoon and thank you for visiting the Final Fantasy XIV Technical Support Forums

What have they tried so far to alleviate the issue? Additionally are they connected directly to the router?

Thank you for visiting the Final Fantasy XIV Technical Support Forums

[moonmist90]

Sorry, for the delay I was at work. We have reinstalled the game as well as switching DirectX 11, we tried switching to DirectX 9. We tried reinstalling DirectX. We have uninstalled/turned off anything that could be overlaid, I.E. discord and stream. We tried directly connecting to the router. We even did a registry clean well the game was uninstalled and reinstalled it to make sure there was no errors there. We checked for missing files, and all are there. We switched the graphics to lowest setting as well.

[moonmist90]

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

MyDocument C:\Users\ganda\OneDrive\Documents
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) i7-9700K CPU @ 3.60GHz (8 CPUs), ~3.6GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 8 SYSTEM_CORE_PHYSICS 8
SYSTEM_BIOS 2203
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 32683.293MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 37547.293MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 465.161GB SYSTEM_FREEDISC_SPACE 292.305GB
SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 1863.000GB SYSTEM_FREEDISC_SPACE 479.304GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS NVIDIA GeForce RTX 2080
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP GeForce RTX 2080
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 8010.000 MB
SYSTEM_GRAPHICS_SHARED_VRAM 16341.646 MB
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE 3840 x 2160 (32 bit) (30Hz)
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_3621da861144492b\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_3621da861144492b\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_3621da861144492b\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_3621da861144492b\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 27.21.0014.6109
SYSTEM_GRAPHICS_DRIVER_DATE 12/30/2020 18:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_SOUND Realtek Digital Output (Realtek(R) Audio)
SYSTEM_SOUND_DEVICE_ID {D2742149-F70E-421B-AA05-975C25530CC8}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.0.8971.1
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 6/15/2020 18:00:00
SYSTEM_SOUND Speakers (Steam Streaming Microphone)
SYSTEM_SOUND_DEVICE_ID {D247F380-CBC9-43DC-B6F5-D62A523ED41A}
SYSTEM_SOUND_DEVICE_NAME SteamStreamingMicrophone.sys
SYSTEM_SOUND_DRIVER_VERSION 8.33.15.17
SYSTEM_SOUND_DRIVER_LANGUAGE
SYSTEM_SOUND_DRIVER_DATE 7/27/2017 18:00:00
SYSTEM_SOUND Speakers (Steam Streaming Speakers)
SYSTEM_SOUND_DEVICE_ID {F5E57DFE-A9DB-493B-AF13-94C5C4AE5E6A}
SYSTEM_SOUND_DEVICE_NAME SteamStreamingSpeakers.sys
SYSTEM_SOUND_DRIVER_VERSION 17.56.13.764
SYSTEM_SOUND_DRIVER_LANGUAGE
SYSTEM_SOUND_DRIVER_DATE 7/19/2017 18:00:00
SYSTEM_SOUND Speakers ([AV] Samsung Soundbar K450 K-Series Stereo)
SYSTEM_SOUND_DEVICE_ID {E0A7B25B-2E03-4117-906E-C4F667BD5BE0}
SYSTEM_SOUND_DEVICE_NAME BthA2dp.sys
SYSTEM_SOUND_DRIVER_VERSION 10.0.19041.1
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 12/5/2019 18:00:00
SYSTEM_SOUND U32H85x (NVIDIA High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {8187315F-D17E-4366-A5F9-A60137CDE846}
SYSTEM_SOUND_DEVICE_NAME nvhda64v.sys
SYSTEM_SOUND_DRIVER_VERSION 1.3.38.40
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 10/15/2020 18:00:00
SYSTEM_INPUT {6F1D2B60-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 3 SYSTEM_GAMEPAD_BUTTON 8 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 {4F77ADB0-C2A0-11E9-8001444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {4F77FBD0-C2A0-11E9-8002444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 767 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {4F77FBD0-C2A0-11E9-8003444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0883C760-A4E9-11E9-8005444553540000}
SYSTEM_INPUT_NAME H100i Platinum
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0883C760-A4E9-11E9-8001444553540000}
SYSTEM_INPUT_NAME G510s Gaming Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 7 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {0883C760-A4E9-11E9-8002444553540000}
SYSTEM_INPUT_NAME G510s Gaming Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {4F7822E0-C2A0-11E9-8004444553540000}
SYSTEM_INPUT_NAME USB Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {EAD11EE0-A4FF-11E9-8001444553540000}
SYSTEM_INPUT_NAME Corsair composite virtual input device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1024 SYSTEM_GAMEPAD_FOV 0


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

FFXIVLauncher
Steam
Microsoft Text Input Application
Microsoft Store
Microsoft Store
Settings
Settings


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

Battle.net
Call of Duty Modern Warfare
Diablo III
Google Chrome
Microsoft Edge
OpenAL
Origin
Overwolf
PC Cleaner v7.4.0.3
Rockstar Games Launcher
Rockstar Games Social Club
Steam
Uplay
World of Warcraft
World of Warcraft Classic
Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.30501
Microsoft Visual C++ 2013 x86 Minimum Runtime - 12.0.21005
Java 8 Update 271
Microsoft Visual C++ 2015-2019 Redistributable (x64) - 14.24.28127
Microsoft Visual C++ 2019 X86 Minimum Runtime - 14.24.28127
Microsoft Visual C++ 2012 Redistributable (x86) - 11.0.61030
Java Auto Updater
Google Update Helper
Mass Effect Andromeda
CORSAIR iCUE Software
Microsoft Visual C++ 2005 Redistributable
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.6161
Microsoft Visual C++ 2012 x86 Additional Runtime - 11.0.61030
Intel® PROSet/Wireless Software
Microsoft Visual C++ 2012 x86 Minimum Runtime - 11.0.61030
Microsoft Visual C++ 2012 Redistributable (x64) - 11.0.61030
STAR WARS Jedi - Fallen Order™
Microsoft Visual C++ 2015-2019 Redistributable (x86) - 14.24.28127
Microsoft Visual C++ 2019 X86 Additional Runtime - 14.24.28127
Microsoft Visual C++ 2010 x86 Redistributable - 10.0.40219
Realtek Audio Driver
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.30501
Minecraft Launcher
Microsoft Visual C++ 2013 x86 Additional Runtime - 12.0.21005
Microsoft Visual C++ 2008 Redistributable - x86 9.0.21022
Bitdefender Total Security
Bitdefender Agent
CPUID ASUS CPU-Z 1.92
DAEMON Tools Lite
Logitech Gaming Software 8.82
Lust Epidemic
Age of Empires: Definitive Edition
Kingdoms of Amalur: Re-Reckoning
Acting Lessons
Destiny 2
Cyberpunk 2077
Being a DIK
Horizon Zero Dawn
STAR WARS Jedi: Fallen Order™
Red Dead Redemption 2
STAR WARS™: Squadrons
Mass Effect™: Andromeda Deluxe Edition
Third Crisis
Kingdoms of Amalur: Re-Reckoning Soundtrack
Night of the Dead
Ancestors: The Humankind Odyssey Official Soundtrack
The Outer Worlds Soundtrack
American Truck Simulator
Transport Giant
Grand Theft Auto V
No Man's Sky
Stranded Deep
ARK: Survival Evolved
Assassin's Creed Syndicate
FINAL FANTASY VI
FINAL FANTASY XIV Online
Borderlands 3
Divinity: Original Sin Enhanced Edition - Soundtrack
Divinity: Original Sin 2
Transport Fever
Borderlands 2
Satisfactory
Ancestors: The Humankind Odyssey
The Outer Worlds
MONSTER HUNTER: WORLD
BATTLETECH
Surviving the Aftermath
Generation Zero
DOOM Eternal
Farming Simulator 19
Age of Empires II: Definitive Edition
Sekiro™: Shadows Die Twice
SpellForce 3: Soul Harvest
XCOM: Chimera Squad
Evenicle
Halo: The Master Chief Collection
Turbo LAN v10.24
WinRAR 5.50 (64-bit)
Microsoft Visual C++ 2010 x64 Redistributable - 10.0.40219
Microsoft Visual C++ 2012 x64 Additional Runtime - 11.0.61030
Intel(R) PRO/Wireless Driver
Logitech G HUB
Microsoft Visual C++ 2008 Redistributable - x64 9.0.30729.6161
Logitech Gaming Software
Microsoft Visual C++ 2019 X64 Minimum Runtime - 14.24.28127
Microsoft Visual C++ 2019 X64 Additional Runtime - 14.24.28127
Microsoft Visual C++ 2013 x64 Additional Runtime - 12.0.21005
Intel® PROSet/Wireless WiFi Software
Microsoft Visual C++ 2013 x64 Minimum Runtime - 12.0.21005
NVIDIA Graphics Driver 461.09
NVIDIA GeForce Experience 3.20.5.70
NVIDIA Optimus Update 38.0.5.0
NVIDIA PhysX System Software 9.19.0218
NVIDIA Update 38.0.5.0
NVIDIA FrameView SDK 1.1.4923.29214634
NVIDIA SHIELD Streaming
NVIDIA HD Audio Driver 1.3.38.40
NVIDIA Install Application
NVIDIA ABHub
NVIDIA Backend
NVIDIA Container
NVIDIA TelemetryApi helper for NvContainer
NVIDIA LocalSystem Container
NVIDIA Message Bus for NvContainer
NVAPI Monitor plugin for NvContainer
NVIDIA NetworkService Container
NVIDIA Session Container
NVIDIA User Container
NvModuleTracker
NVIDIA NodeJS
NVIDIA Watchdog Plugin for NvContainer
NVIDIA Telemetry Client
NVIDIA Virtual Host Controller
Nvidia Share
NVIDIA ShadowPlay 3.20.5.70
NVIDIA SHIELD Wireless Controller Driver
NVIDIA Update Core
NVIDIA USBC Driver 1.46.831.832
NVIDIA Virtual Audio 4.13.0.0
Microsoft Visual C++ 2012 x64 Minimum Runtime - 11.0.61030


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

C:\Program Files (x86)\Common Files\Java\Java Update\jusched.exe 000034D4
C:\Program Files (x86)\NVIDIA Corporation\NvNode\NVIDIA Web Helper.exe 00000E00
C:\Program Files\ASUS\Turbo LAN\cfosspeed.exe 00003054
C:\Program Files\Bitdefender\Bitdefender Security\bdagent.exe 00003AEC
C:\Program Files\DAEMON Tools Lite\DTShellHlp.exe 00003FF8
C:\Program Files\LGHUB\lghub.exe 00002D7C
C:\Program Files\LGHUB\lghub_agent.exe 000023C4
C:\Program Files\Logitech Gaming Software\Applets\LCDClock.exe 000022C0
C:\Program Files\Logitech Gaming Software\Applets\LCDCountdown.exe 000009EC
C:\Program Files\Logitech Gaming Software\Applets\LCDMedia.exe 000025A0
C:\Program Files\Logitech Gaming Software\Applets\LCDPop3.exe 00003168
C:\Program Files\Logitech Gaming Software\Applets\LCDRSS.exe 00000EF8
C:\Program Files\Logitech Gaming Software\LCore.exe 000030B0
C:\Program Files\NVIDIA Corporation\NvContainer\nvcontainer.exe 00002118
C:\Program Files\WindowsApps\AudibleInc.AudibleforWindowsPhone_10.5.66.0_x64__xns73kv1ymhp2\AudibleRT.WindowsPhone.exe 0000095C
C:\Program Files\WindowsApps\Microsoft.Windows.Photos_2020.20110.11001.0_x64__8wekyb3d8bbwe\Microsoft.Photos.exe 0000122C
C:\Program Files\WindowsApps\Microsoft.WindowsStore_12011.1001.1.0_x64__8wekyb3d8bbwe\WinStore.App.exe 0000161C
C:\Program Files\WindowsApps\Microsoft.XboxGamingOverlay_5.420.11102.0_x64__8wekyb3d8bbwe\GameBar.exe 00000F30
C:\Program Files\WindowsApps\Microsoft.XboxGamingOverlay_5.420.11102.0_x64__8wekyb3d8bbwe\GameBarFTServer.exe 00003D4C
C:\Program Files\WindowsApps\Microsoft.YourPhone_1.20112.72.0_x64__8wekyb3d8bbwe\YourPhone.exe 00002C14
C:\Users\ganda\AppData\Local\Microsoft\OneDrive\20.201.1005.0009\FileCoAuth.exe 00001CE4
C:\Users\ganda\AppData\Local\Microsoft\OneDrive\OneDrive.exe 000026D4
C:\Users\ganda\AppData\Local\NVIDIA\NvBackend\ApplicationOntology\NvOAWrapperCache.exe 000014C8
C:\WINDOWS\Explorer.EXE 000020A8
C:\WINDOWS\System32\svchost.exe 00003A90
C:\WINDOWS\SystemApps\Microsoft.Windows.StartMenuExperienceHost_cw5n1h2txyewy\StartMenuExperienceHost.exe 0000273C
C:\WINDOWS\SystemApps\MicrosoftWindows.Client.CBS_cw5n1h2txyewy\InputApp\TextInputHost.exe 00003794
C:\WINDOWS\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe 00003738
C:\WINDOWS\system32\ApplicationFrameHost.exe 000015C4
C:\WINDOWS\system32\DllHost.exe 00004070
C:\WINDOWS\system32\SettingSyncHost.exe 00002D80
C:\WINDOWS\system32\conhost.exe 000030D8
C:\WINDOWS\system32\sihost.exe 00000D40
C:\WINDOWS\system32\svchost.exe 00002210
C:\WINDOWS\system32\taskhostw.exe 00000E68
C:\WINDOWS\system32\wbem\unsecapp.exe 0000351C
C:\Windows\ImmersiveControlPanel\SystemSettings.exe 00001254
C:\Windows\System32\RtkAudUService64.exe 00000E14
C:\Windows\System32\RuntimeBroker.exe 00003580
C:\Windows\System32\oobe\UserOOBEBroker.exe 00004200
C:\Windows\SystemApps\Microsoft.Windows.Search_cw5n1h2txyewy\SearchApp.exe 00002A28
D:\Program Files (x86)\Corsair\CORSAIR iCUE Software\iCUE.exe 000034BC
D:\Program Files (x86)\Steam\Steam.exe 00003848
D:\Program Files (x86)\Steam\bin\cef\cef.win7x64\steamwebhelper.exe 00003E08
D:\Program Files (x86)\Steam\steamapps\common\FINAL FANTASY XIV Online\boot\ffxivlauncher.exe 00001018
D:\Program Files (x86)\Steam\steamapps\common\FINAL FANTASY XIV Online\boot\ffxivsysinfo64.exe 0000426C

[Rhaervis]

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) 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
8) Install Windows, Steam and FINAL FANTASY XIV onto the same drive

Additionally, if it is only happening with this one character, you may want to try 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.

[moonmist90]

Moving it to the c drive worked. Thank you!

[Rhaervis]

Good morning 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!