I try to complete the quest "Fear and Odin in the Shroud" and the cutscene crashes.

[Theodore_Lablanc]

When submitting a bug report, please use the below template and thoroughly fill out the necessary information.

Date & Time: 6/25/21 9:39 P.M.
Frequency: Every time the cutscene loads.
World name: Sargatanas
Character name: Theodore Lablanc
Retainer name: None
NPC name: O-App-Pesi
Monster name: None
Class/Level: Level 59 White Mage
Party or solo: Solo
In-game time: Around 10 A.M.
Area and coordinates: South Shroud (X=33.7, Y=23.2, Z=0.2).
Housing: None
Steps:
1. Talk to O-App-Pesi to complete "Fear and Odin in the Shroud."
2. Wait for the cutscene to load
3. The game will experience a fatal error between the first and third textbox, and subsequently, crash."
*Add more steps if necessary

Connection Specs
- Type of internet connection/provider: Spectrum Internet
- Modem maker/model number: Do not know

■ PC Specs

To obtain the system information, open the FFXIV launcher and select Config → System Information → Display.

-=-=-=-=- System Information -=-=-=-=-
SYSTEM_OS Windows 10 Pro 64-bit (6.2, Build 9200) (19041.vb_release.191206-1406)
SYSTEM_CPU Intel(R) Core(TM) i7-10610U CPU @ 1.80GHz (8 CPUs), ~2.3GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 8 SYSTEM_CORE_PHYSICS 4
SYSTEM_BIOS 1.4.3
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 15980.484MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 33404.027MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 474.174GB SYSTEM_FREEDISC_SPACE 101.529GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS Intel(R) UHD Graphics
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 7990.242 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_3f9eae06dd582000\igdumdim64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_3f9eae06dd582000\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_3f9eae06dd582000\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_3f9eae06dd582000\igd12umd64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 27.20.0100.8681
SYSTEM_GRAPHICS_DRIVER_DATE 9/4/2020 19:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_SOUND Speakers (Realtek(R) Audio)
SYSTEM_SOUND_DEVICE_ID {F11E9EDA-3FFE-4AE3-92DA-F062C52A7F7C}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.0.9137.1
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 3/23/2021 19:00:00
SYSTEM_INPUT {6F1D2B60-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 3 SYSTEM_GAMEPAD_BUTTON 3 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 {C1FF81D0-C54E-11EA-8002444553540000}
SYSTEM_INPUT_NAME Intel(R) HID Event Filter
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {C1FFCFF0-C54E-11EA-8004444553540000}
SYSTEM_INPUT_NAME Intel(R) HID Event Filter
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {C1FFF700-C54E-11EA-8006444553540000}
SYSTEM_INPUT_NAME Converted Portable Device Control device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {C2004520-C54E-11EA-8009444553540000}
SYSTEM_INPUT_NAME Converted Portable Device Control device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {C2009340-C54E-11EA-800B444553540000}
SYSTEM_INPUT_NAME HIDI2C Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {C200BA50-C54E-11EA-800D444553540000}
SYSTEM_INPUT_NAME HIDI2C Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {C2010870-C54E-11EA-800F444553540000}
SYSTEM_INPUT_NAME HIDI2C Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-


Laptop Model Name: Dell Lattitude
Laptop Model Number: 5510

Browser Information
- Name and version of the browser currently in-use: Edge 91

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[Jeeqbit]

Try navigating to Documents\My Games\Final Fantasy XIV - A Realm Reborn, back up your FFXIV_CHR folder by moving it to another location such as the Desktop, then login again. This will reset all of your hotbars, macros and HUD Layout to the defaults, but because you have a backup you can restore it by dragging the folder from the desktop back to where it was and overwriting. If it stops the crash from happening though, you know that one of those files is corrupt and causing problems.

[Theodore_Lablanc]

Thanks for the input; sadly, that did not resolve the issue. If you have any other ideas, please suggest them.

[Jeeqbit]

That makes it unlikely to be corrupt local settings. I can see your laptop is just using onboard intel graphics - while this worked for me personally in the past for many years, it's sometimes the cause of crashes in games because of it not supporting functions that graphics cards do.

[Theodore_Lablanc]

Hmm, that is a possibility, but with this being the only cutscene I have found to act like this, that seems odd to me; I also don't really know how to replace a graphics card or, frankly the money to buy a new one. So, I hope that the cause is something I have more control over.

[Theodore_Lablanc]

It seems this was moved to Technical Support, so I will say that the issue continues to remain unresolved and is still the only cutscene that acts in this manner.

[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) Delete 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.