Another DX11.exe issue (seems to be becoming a trend)

[xDragoonx1]

Hello "support", I have already reached out to Chat support and was told to come here even though I already have a ticket. I am having an issue logging into ONLY MY MAIN TOON, I can log into all the other alts but my main is dx11 error out. This needs to be corrected, I have uninstalled and reinstalled the game, cleared folders, ran a clean boot. After attempting again to fix the issue by uninstalling and reinstalling I have found I cannot reinstall because the game is locked and not allowing new downloads of the game. At this point I have already asked my credit card company to reverse any and all charges from square enix in the last 45 days and have been told that I should give "support" 2 days to resolve the issue or they honor the request and refund the money. Good luck "support" likely you wont even see this before the time runs out.

below is the conversation with chat support


System 12:15：You are now connected to Jay.




Jay 12:15：Hello and thank you for contacting the SQUARE ENIX Support Center. Just a few moments while I review the information on the ticket. While I look over your ticket information, may I have your first name please?




Customer 12:15：Yes it is Chris




Jay 12:16：Hey there Chris, I understand you are experiencing an issue with DirectX crashing in-game, is that right?




Customer 12:16：Yes that is correct but only on one of my toons




Customer 12:16：my other alts can login with no issue




Jay 12:18：I understand. From the information provided, it seems like some character data may have been corrupted due to this crash. Have you attempted to remove the local files (My Documents > My Games > Final Fantasy XIV?




Customer 12:19：I have not




Customer 12:19：Do I delete everything in that folder




Customer 12:19：or just Chara_01.dat




Jay 12:20：You would essentially take that folder and delete it as it has all the in-game settings. However, the CHARA files are the character's data.




Jay 12:20：Either option would work, however, deleting the whole folder will reset any macros.




Customer 12:22：I am going to try just the Chara files first




Jay 12:23：No problem.




Customer 12:24：and doing that just suspended my account




Jay 12:25：I do apologize for the confusion Christopher, it seems like you may have gotten a login restriction, is that right?




Customer 12:25：Yes




Customer 12:26：Probably because it took me 7 tries to login to square enix to get here because the system wanted to say that my password was incorrect when it was in fact correct for every single login attempt




Jay 12:27：I understand. It may have happened from removing the local files from the device. Furthermore, login restrictions occur if you are accessing the game under a different device or connection once more.




Customer 12:27：and now I have to reset my password because your guys system is not functioning correctly




Jay 12:28：That is correct, if the account was flagged with a login restriction, you will need to update the password to remove the restriction.




Customer 12:30：cool well all of that did not correct the issue




Jay 12:32：I do apologize for that issue, we can try removing the folder to see if that method may work. However, generally speaking corrupted character data due from disconnection or crashing is a systematic issue with how the server recognizes the character. Currently, the system recognizes the character as being logged in already. Therefore, you cannot access it at this time. I hope this clears up any confusion.




Customer 12:33：so what because the server is jacked I am losing playing time that I am paying for and there is no fix for that?




Customer 12:34：I have already deleted the entirety of the folder in My Document > My Games > FFXIV




Customer 12:34：I attempted to login after deleting the chara file and then again after deleting the whole file




Jay 12:35：Just to confirm, is it still giving you the same error messages when you attempt to log into the main character?




Customer 12:35：yes




Jay 12:35：Furthermore, have you attempted to reinstall the game?




Customer 12:35：Yes that was the first thing I did




Jay 12:36：I understand. At times, the methods provided may work in some cases, however, it was not successful. Unfortunately, there is no manual way to communicate to the servers that the character is no longer logged in, nor is there a way to manually log the character out. The character will eventually be recognized as logged out, though this time can vary depending on multiple factors, such as the area the character was in when the disconnection happened. We recommend trying to log into that character at a later time, but if the problem persists, please submit a bug report within the official FINAL FANTASY XIV forums at: http://forum.square-enix.com/ffxiv/forum.php





Customer 12:38：So in other words you are saying "sucks to be you it will get fixed when it gets fixed" ?




Jay 12:39：I do apologize for this issue once more. If you would like to try another solution, you could perform a clean boot to see if that may help with the situation.




Customer 12:40：define a clean boot




Jay 12:42：This would essentially mean to disable all background processes by going to Task Manager, selecting "Start-Up", disabling everything under this tab and restarting the computer. Please note, if you decide to do this method, it may disconnect the chat.





Customer 12:43：That is how I boot anyways, I do not have any background processes that start on loadup




Customer 12:44：You know for an issue that has reports going back 5 years its pretty sad that the devs havent worked a backdoor in to correct this. While Blizzard/Activision is a trash company at least they didnt have a basic issue like devs and support cant access the servers to correct server level issues.




Customer 12:45：Kind of says a lot about the technical abilities of Square Enix and its developers and staff

[xDragoonx1]

ttt so that support can see that the time frame has passed, bye FFXIV community.