Game crash on cutscenes

[themekatron]

The issue first started with just one cutscene - the one that takes place after you accept the quest "welcome to ishgard" or something. Once this happened I tried very hard to trouble shoot and then the same problem happened on my second character which is post level 50. It seems the issue is only affecting the characters who are past the lvl 50 content or transitioning to the next expac content. It does not show an error code. The game just shuts down when it tries to load a cutscene past lvl 50 msq.

Over the course of last few days which I was waiting for a reply to my ticket I have tried pretty much every thing to fix this issue. For convenience i will list everything I have tried so far.

1. reinstalled the game (4 times) - twice without any firewall or antivirus to prevent files from being not downloaded.
2. updated windows and all the drivers on my PC.
3. Reinstalled my graphics card and manually clean reinstalled all gpu drivers.
4. tried using direct x 9 to see if it solves the issue but when I use Direct x 9, instead of the game crashing I just get an infinite loading screen.
5. tried playing the game WITHOUT any graphics card and still it crashes at the exact same place. EVERY time.
6. The ticket numbers are as follows : 16609492

[Enkidoh]

Okay, firstly, before you do anything else, can you provide a list of your computer information (you can do this by simply opening the Windows start menu and clicking on Programs, and then under the Square Enix folder and FFXIV A Realm Reborn, select the 'Final Fantasy XIV System Information' option (which has the FFXIV meteor logo with a cogwheel on it). This will list your computer's system configuration which can help SE figure out exactly what is causing this frustrating issue by seeing exactly how your computer is set up. Click the 'Copy to Clipboard' option and then paste it into your post here.

Otherwise, another thing I can think of is are your copies of Direct X 11 and 9 updated? (I know you said Windows is updated, but my experience is Windows doesn't usually update Direct X as well and so it needs to be updated seperately - especially Direct X 9 which requires a final patch to update it to 'Direct X 9c', which FFXIV requires to run. It's frustating, but that's Microsoft for you). Both are seperate programs and need to be updated seperately and should be able to be found on the Microsoft website.

Either way, don't give up!

[themekatron]

System info : NVIDIA Geforce GTX 1060 3GB.
Driver version 466.7
intel (R) Core (TM)I5-8400 CPU@ 2.80GHZ
16.92 GB RAM
1920 x 1080, 60 GHZ monitor.

I currently have the latest version of direct x 12 installed on my PC and yes i ensured that it was updated to the latest version. I have also tried using direct x 9 version to check and see if it works. But that just leads to an infinite loading screen. Please let me know if any additional info is required. I have tried pretty much every trouble shooting tip i cld find on the first 3 pages of google search.
Still havent heard back from support unfortunately. Hopefully the chat can help me.

[Rhaervis]

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

As you have already created a support ticket, this thread will be moved to ‘Support Center Ticket Created’.

Good luck with your adventures through Eorzea!