Unable to log-in since 5.57 patch, always game crash on loading screen

[ValerianA]

Hello,

Today is the first day since the 5.57 patch that I wanted to log-in and the game always crashes on loading screen with the "Unexpected error" generic message.

- I can actually launch the game, I can get into the Shadowbringers logo main screen, I can get into the Character Select screen, but then the game always crashes during the loading screen to log-in into the game world.

- The last time I played the game was last week, I think Thursday. I haven't made any changes to my computer hardware or software since then. The only change during that period was the 5.57 patch
- I have several other games installed and they all work fine
- I don't have any other programs running in the background, only Steam, which needs to be running as I have FFXIV Steam version

troubleshooting steps I have tried so far:
- checked DXDIAG to make sure the latest DirectX is installed (it is)
- switched between various game display settings (fulscreen/windowed)
- installed latest drivers for my GPU
- tried switching from DirectX 11 to DX9 version of the game. With DirectX9 the game doesn't launch at all, shows Fatal DirectX error
- resetted System Settings from the Launcher-Config page
-checked the hard-drive for any errors
None of it helped.


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

MyDocument C:\Users\42073\Documents
ProxyEnable 0
ProxyServer unspecified
ProxyOverride *.local


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

SYSTEM_OS Windows 10 Home 64bitový (6.2, build 9200) (19041.vb_release.191206-1406)
SYSTEM_CPU Intel(R) Core(TM) i5-8300H CPU @ 2.30GHz (8 CPUs), ~2.3GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 8 SYSTEM_CORE_PHYSICS 4
SYSTEM_BIOS E16P5IMS.10A
SYSTEM_LANGUAGE čeština (Místní nastavení: čeština)
SYSTEM_MEMORY 8038.973MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 12390.973MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 237.177GB SYSTEM_FREEDISC_SPACE 175.962GB
SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 912.746GB SYSTEM_FREEDISC_SPACE 727.477GB
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 4019.486 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_a086f01cc7be643a\igdumdim64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_a086f01cc7be643a\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_a086f01cc7be643a\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_a086f01cc7be643a\igd12umd64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 27.20.0100.8681
SYSTEM_GRAPHICS_DRIVER_DATE 9/5/2020 02:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE Angličtina
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_GRAPHICS NVIDIA GeForce GTX 1060
SYSTEM_GRAPHICS_DEVICE Unknown
SYSTEM_GRAPHICS_CHIP NVIDIA GeForce GTX 1060
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 10071 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\nvmii.inf_amd64_12434f9db2b78206\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvmii.inf_amd64_12434f9db2b78206\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvmii.inf_amd64_12434f9db2b78206\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvmii.inf_amd64_12434f9db2b78206\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 30.00.0014.7111
SYSTEM_GRAPHICS_DRIVER_DATE 6/21/2021 02:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE Angličtina

SYSTEM_GRAPHICS_PIXEL_SHADER
SYSTEM_GRAPHICS_VERTEX_TEXTURE
SYSTEM_SOUND Speakers (Realtek(R) Audio)
SYSTEM_SOUND_DEVICE_ID {5651F5ED-270A-4ED4-BAAC-450E95B9B28D}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.0.1.8496
SYSTEM_SOUND_DRIVER_LANGUAGE Angličtina
SYSTEM_SOUND_DRIVER_DATE 7/24/2018 02:00:00
SYSTEM_INPUT {6F1D2B60-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Myš
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 3 SYSTEM_GAMEPAD_BUTTON 8 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {6F1D2B61-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Klávesnice
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 128 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {7AA38410-D3A2-11E9-8001444553540000}
SYSTEM_INPUT_NAME MSI EPF USB
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {7AB1B4E0-D3A2-11E9-8003444553540000}
SYSTEM_INPUT_NAME Radio Switch Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0


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

FFXIVLauncher
Technical Support - Post New Thread - Google Chrome
Microsoft Text Input Application


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

MSI App Player
Google Chrome
MSI Feature Navigator
Battery Calibration
Help Desk
Dragon Center
Microsoft Edge
Microsoft Edge Update
Steam
The Elder Scrolls Online
Microsoft Visual C++ 2013 x86 Minimum Runtime - 12.0.21005
MSI Feature Navigator
Microsoft Visual C++ 2015-2019 Redistributable (x64) - 14.28.29325
Realtek Card Reader
Microsoft VC++ redistributables repacked.
Battery Calibration
Help Desk
Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.21005
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.6161
Microsoft Visual C++ 2019 X86 Additional Runtime - 14.28.29325
Intel® PROSet/Wireless Software
Dragon Center
Intel(R) Trusted Connect Services Client
Intel(R) Trusted Connect Service Client x86
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.21005
Microsoft Visual C++ 2015-2019 Redistributable (x86) - 14.28.29325
OpenOffice 4.1.7
Intel(R) Chipset Device Software
Microsoft Visual C++ 2019 X86 Minimum Runtime - 14.28.29325
Microsoft Visual C++ 2010 x86 Redistributable - 10.0.40219
Realtek High Definition Audio Driver
Microsoft Visual C++ 2013 x86 Additional Runtime - 12.0.21005
KB9X Radio Switch Driver
Guild Wars 2
FINAL FANTASY XIV Online
VLC media player
Intel(R) Management Engine Components
Microsoft Visual C++ 2010 x64 Redistributable - 10.0.40219
Microsoft Visual C++ 2019 X64 Additional Runtime - 14.28.29325
Intel® PROSet/Wireless WiFi Software
Update for Windows 10 for x64-based Systems (KB4023057)
FileMaker Pro 16
FileMaker Pro 16 (x64)
Update for Windows 10 for x64-based Systems (KB4480730)
Intel(R) Rapid Storage Technology
Intel(R) PRO/Wireless Driver
Intel(R) Rapid Storage Technology
Microsoft Visual C++ 2008 Redistributable - x64 9.0.30729.6161
Intel(R) Chipset Device Software
Microsoft VC++ redistributables repacked.
Bonjour
Killer Ethernet Performance Driver Suite UWD
Microsoft Visual C++ 2019 X64 Minimum Runtime - 14.28.29325
Microsoft Visual C++ 2013 x64 Additional Runtime - 12.0.21005
FileMaker Pro 19
FileMaker Pro 19 (x64)
Microsoft Visual C++ 2013 x64 Minimum Runtime - 12.0.21005
NVIDIA Ovladače grafiky 471.11
NVIDIA Systémový software PhysX 9.19.0218
NVIDIA Install Application
Intel(R) Management Engine Components
Intel(R) Management Engine Driver
Intel(R) Trusted Connect Service Client x64
Intel(R) Management Engine Components
Intel® Optane™ Pinning Explorer Extensions
Microsoft Update Health Tools


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

C:\Program Files (x86)\Google\Chrome\Application\chrome.exe 00002BC8
C:\Program Files\Intel\Intel(R) Rapid Storage Technology\IAStorIcon.exe 00002AAC
C:\Program Files\WindowsApps\Microsoft.YourPhone_1.21042.143.0_x64__8wekyb3d8bbwe\YourPhone.exe 0000228C
C:\Program Files\WindowsApps\Microsoft.ZuneVideo_10.21021.10311.0_x64__8wekyb3d8bbwe\Video.UI.exe 00002A60
C:\WINDOWS\Explorer.EXE 00000D10
C:\WINDOWS\System32\DriverStore\FileRepository\cui_dch.inf_amd64_b8e01d9e8716d2a7\igfxEM.exe 000010BC
C:\WINDOWS\System32\SynTPEnh.exe 00001F44
C:\WINDOWS\System32\svchost.exe 00001C24
C:\WINDOWS\SystemApps\Microsoft.Windows.Search_cw5n1h2txyewy\SearchApp.exe 00001E40
C:\WINDOWS\SystemApps\Microsoft.Windows.StartMenuExperienceHost_cw5n1h2txyewy\StartMenuExperienceHost.exe 00001C80
C:\WINDOWS\SystemApps\MicrosoftWindows.Client.CBS_cw5n1h2txyewy\InputApp\TextInputHost.exe 000028F8
C:\WINDOWS\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe 000016AC
C:\WINDOWS\system32\ApplicationFrameHost.exe 000021F8
C:\WINDOWS\system32\SettingSyncHost.exe 000021AC
C:\WINDOWS\system32\sihost.exe 0000049C
C:\WINDOWS\system32\svchost.exe 0000142C
C:\WINDOWS\system32\taskhostw.exe 00000CCC
C:\Windows\System32\DriverStore\FileRepository\realtekservice.inf_amd64_18c775e07a6aaafd\RtkAudUService64.exe 0000274C
C:\Windows\System32\RuntimeBroker.exe 000025F0
C:\Windows\System32\SecurityHealthSystray.exe 000026B8
C:\Windows\System32\oobe\UserOOBEBroker.exe 0000065C
D:\Steam\GameOverlayUI.exe 00000DF8
D:\Steam\Steam.exe 00002B48
D:\Steam\bin\cef\cef.win7x64\steamwebhelper.exe 0000170C
D:\Steam\steamapps\common\FINAL FANTASY XIV Online\boot\ffxivlauncher.exe 00000124
D:\Steam\steamapps\common\FINAL FANTASY XIV Online\boot\ffxivsysinfo64.exe 000012BC

[Dynratygus]

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

Does this issue occur if the game is installed on the C drive? If you have not done so, could you try and reinstall the game on the C drive?

Thank you for visiting the Final Fantasy XIV Technical Support Forums

[ValerianA]

Hello,

This is now resolved. I did a fresh re-download and re-install of the game and now its working again.

[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!