crashes everytime I want to open system config

[Zeldert-Castiel]

My new laptop keep on crashing everytime I want to open system configuration window

for context:
I switched laptop from the one with 1366x768 to 1920x1080
when i open the launcher it shows the 1366x768 size instead and when I pressed the config option it crashed and showed this screen

I can still play but the resolution won't change and everytime I pressed ctrl+k it'll crash immediately

[Darneltia]

Greetings fellow Eorzean,

We would like to further assist with this issue. Please provide a system report from the game by going to the 'Config' option on the Final Fantasy XIV launcher and to the right of 'System Information' click on 'Display.' Copy and paste the details of the selection to this post when replying back.

Thank you for visiting the Final Fantasy XIV Technical Support Forums.

[Zeldert-Castiel]

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

MyDocument D:\Documents
FINAL FANTASY XIV ONLINE D:\SquareEnix
FINAL FANTASY XIV - A Realm Reborn Language 1 Region 2
ProxyEnable 0
ProxyServer unspecified
ProxyOverride unspecified


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

SYSTEM_OS Windows 10 Home Single Language 64-bit (6.2, Build 9200) (19041.vb_release.191206-1406)
SYSTEM_CPU Intel(R) Core(TM) i7-7700HQ CPU @ 2.80GHz (8 CPUs), ~2.8GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 8 SYSTEM_CORE_PHYSICS 4
SYSTEM_BIOS GL503VD.310
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 16267.965MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 19211.965MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 118.190GB SYSTEM_FREEDISC_SPACE 66.638GB
SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 931.496GB SYSTEM_FREEDISC_SPACE 801.680GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS Intel(R) HD Graphics 630
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP Intel(R) HD Graphics Family
SYSTEM_GRAPHICS_MAKER Intel Corporation
SYSTEM_GRAPHICS_VRAM 128.000 MB
SYSTEM_GRAPHICS_SHARED_VRAM 8133.982 MB
SYSTEM_GRAPHICS_DAC Internal
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (60Hz)
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_c9081e50bcffa972\igdumdim64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_c9081e50bcffa972\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_c9081e50bcffa972\igd10iumd64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_c9081e50bcffa972\igd12umd64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 23.20.0016.4973
SYSTEM_GRAPHICS_DRIVER_DATE 2/28/2018 07:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_GRAPHICS NVIDIA GeForce GTX 1050
SYSTEM_GRAPHICS_DEVICE Unknown
SYSTEM_GRAPHICS_CHIP NVIDIA GeForce GTX 1050
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 12154 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\nvami.inf_amd64_0563af65101748e9\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvami.inf_amd64_0563af65101748e9\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvami.inf_amd64_0563af65101748e9\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvami.inf_amd64_0563af65101748e9\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 30.00.0014.9676
SYSTEM_GRAPHICS_DRIVER_DATE 11/9/2021 07:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English

SYSTEM_GRAPHICS_PIXEL_SHADER
SYSTEM_GRAPHICS_VERTEX_TEXTURE
SYSTEM_SOUND Speakers (Realtek High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {EF64C39F-5956-4EB3-9551-7CB57062D611}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.0.1.8219
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 7/25/2017 07:00:00
SYSTEM_INPUT {6F1D2B60-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 3 SYSTEM_GAMEPAD_BUTTON 5 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 {1C0439D0-85D5-11EC-8004444553540000}
SYSTEM_INPUT_NAME HIDI2C Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {1C0487F0-85D5-11EC-8005444553540000}
SYSTEM_INPUT_NAME ITE Device(8910)
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {1C0E4BF0-85D5-11EC-8006444553540000}
SYSTEM_INPUT_NAME ASUS Wireless Radio Control
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {C0C399D0-875F-11EC-8002444553540000}
SYSTEM_INPUT_NAME Scorpion M6-600 Gaming Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {1C0E9A10-85D5-11EC-8007444553540000}
SYSTEM_INPUT_NAME ITE Device(8910)
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {1C12B8C0-85D5-11EC-8008444553540000}
SYSTEM_INPUT_NAME ITE Device(8910)
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 573 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {1C12DFD0-85D5-11EC-8009444553540000}
SYSTEM_INPUT_NAME ITE Device(8910)
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {1C1306E0-85D5-11EC-800A444553540000}
SYSTEM_INPUT_NAME ITE Device(8910)
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {1C135500-85D5-11EC-800B444553540000}
SYSTEM_INPUT_NAME ITE Device(8910)
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0


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

FFXIVLauncher
chat - Discord
Microsoft Text Input Application
New Tab - Google Chrome


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

ASUS GIFTBOX
GameFirst IV
Google Chrome
Microsoft Edge
Microsoft Edge Update
McAfee LiveSafe
Intel® PROSet/Wireless Software
ASUS Splendid Video Enhancement Technology
Microsoft Visual C++ 2013 x86 Minimum Runtime - 12.0.21005
Intel(R) Chipset Device Software
Microsoft Visual C++ 2010 x86 Redistributable - 10.0.30319
FINAL FANTASY XIV ONLINE
Microsoft Visual C++ 2012 Redistributable (x86) - 11.0.61030
WebAdvisor by McAfee
GameFirst IV
Microsoft SQL Server Compact 3.5 SP2 ENU
Asus Sonic Studio 3
Intel(R) Wireless Bluetooth(R)
Realtek Card Reader
Microsoft VC++ redistributables repacked.
Microsoft Visual C++ 2015 Redistributable (x86) - 14.0.23026
ASUS PTP Driver
Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.21005
Realtek Ethernet Controller Driver
Device Setup
WinFlash
ASUS Device Activation
Microsoft Visual C++ 2015 x86 Minimum Runtime - 14.0.23026
XSplit Gamecaster
ASUS USB Charger Plus
ATK Package (ASUS Keyboard Hotkeys)
Microsoft Visual C++ 2012 x86 Additional Runtime - 11.0.61030
Microsoft Visual C++ 2012 x86 Minimum Runtime - 11.0.61030
Microsoft Visual C++ 2015 x86 Additional Runtime - 14.0.23026
Microsoft Visual C++ 2012 Redistributable (x64) - 11.0.61030
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.21005
Intel(R) Processor Graphics
Realtek High Definition Audio Driver
Asus Sonic Radar 3
Microsoft Visual C++ 2013 x86 Additional Runtime - 12.0.21005
ASUS Live Update
Windows Driver Package - ASUS (AsusPTPDrv) HIDClass (04/21/2017 11.0.0.16)
Microsoft Office 365 - en-us
Vulkan Run Time Libraries 1.0.42.0
Vulkan Run Time Libraries 1.0.42.1
Vulkan Run Time Libraries 1.0.65.1
Wacom Tablet
Asus AudioCaptureNotificationConfigurator
Asus SonicRadar3Setup
Intel(R) Serial IO
Intel(R) Management Engine Components
Microsoft Update Health Tools
Asus ProductDaemonSetup
Microsoft Visual C++ 2012 x64 Additional Runtime - 11.0.61030
Intel(R) Management Engine Components
Intel(R) Rapid Storage Technology
Asus SonicMapperConfigurator
Asus ApoDispatchConfigurator
Intel® PROSet/Wireless WiFi Software
Intel(R) PRO/Wireless Driver
Office 16 Click-to-Run Licensing Component
Office 16 Click-to-Run Extensibility Component
Office 16 Click-to-Run Localization Component
Office 16 Click-to-Run Localization Component
Microsoft Visual C++ 2013 x64 Additional Runtime - 12.0.21005
Intel(R) Chipset Device Software
Microsoft VC++ redistributables repacked.
Intel(R) Serial IO
Microsoft Visual C++ 2013 x64 Minimum Runtime - 12.0.21005
Intel(R) Rapid Storage Technology
Asus DeviceRoutingConfigurator
Asus SonicStudio3Setup
Windows PC Health Check
Ansel
NVIDIA Control Panel 382.98
NVIDIA Graphics Driver 382.98
NVIDIA GeForce Experience 3.8.0.89
NVIDIA Optimus Update 27.1.0.0
NVIDIA PhysX System Software 9.17.0524
NVIDIA Update 27.1.0.0
NVIDIA SHIELD Streaming
NVIDIA Install Application
NVIDIA Backend
NVIDIA Container
NVIDIA LocalSystem Container
NVIDIA Message Bus for NvContainer
NVIDIA NetworkService Container
NVIDIA Session Container
NVIDIA User Container
NVIDIA Display Container
NVIDIA Display Container LS
NVIDIA Display Watchdog Plugin
NVIDIA Display Session Container
NVIDIA NodeJS
NVIDIA Watchdog Plugin for NvContainer
NVIDIA Telemetry Client
NVIDIA Telemetry Container
NVIDIA Virtual Host Controller
Nvidia Share
NVIDIA ShadowPlay 3.8.0.89
NVIDIA SHIELD Wireless Controller Driver
NVIDIA Update Core
NVIDIA Virtual Audio 3.90.1
ROG Gaming Center
Microsoft Visual C++ 2012 x64 Minimum Runtime - 11.0.61030
Microsoft SQL Server Compact 3.5 SP2 x64 ENU
Asus ProfileSwitcherCleanup
Intel(R) Management Engine Components
Intel(R) ME UninstallLegacy
Asus NahimicSettingsConfigurator
Intel(R) Trusted Connect Service Client


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

C:\Program Files (x86)\ASUS\Splendid\ACMON.exe 00003C70
C:\Program Files (x86)\NVIDIA Corporation\NvContainer\nvcontainer.exe 00001058
C:\Program Files (x86)\NVIDIA Corporation\NvNode\NVIDIA Web Helper.exe 000021D8
C:\Program Files\Common Files\McAfee\ModuleCore\ModuleCoreService.exe 00003234
C:\Program Files\Common Files\McAfee\Platform\McUICnt.exe 000046C8
C:\Program Files\Common Files\McAfee\Platform\mcuicnt.exe 000042B0
C:\Program Files\Google\Chrome\Application\chrome.exe 0000188C
C:\Program Files\McAfee\WebAdvisor\UIHost.exe 00003750
C:\Program Files\Realtek\Audio\HDA\RAVBg64.exe 000037F4
C:\Program Files\Realtek\Audio\HDA\RtkNGUI64.exe 00000FE0
C:\Program Files\Tablet\Wacom\Wacom_TabletUser.exe 000009D4
C:\Program Files\Tablet\Wacom\Wacom_UpdateUtil.exe 00002918
C:\Program Files\WindowsApps\Microsoft.SkypeApp_14.53.77.0_x64__kzf8qxf38zg5c\SkypeApp.exe 00003278
C:\Program Files\WindowsApps\Microsoft.SkypeApp_14.53.77.0_x64__kzf8qxf38zg5c\SkypeBackgroundHost.exe 00003850
C:\Program Files\WindowsApps\Microsoft.SkypeApp_14.53.77.0_x64__kzf8qxf38zg5c\SkypeBridge\SkypeBridge.exe 00000488
C:\Program Files\WindowsApps\Microsoft.YourPhone_1.21121.250.0_x64__8wekyb3d8bbwe\YourPhone.exe 000040D0
C:\Program Files\WindowsApps\b9eced6f.rogauracore_2.1.30.0_x86__qmba6cd70vzyy\AuraListen.exe 0000185C
C:\Users\zaxie\AppData\Local\Discord\app-1.0.9003\Discord.exe 00002130
C:\WINDOWS\Explorer.EXE 00001DEC
C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_c9081e50bcffa972\igfxEM.exe 0000090C
C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_c9081e50bcffa972\igfxext.exe 0000147C
C:\WINDOWS\system32\SettingSyncHost.exe 00000D08
C:\WINDOWS\system32\backgroundTaskHost.exe 00004204
C:\WINDOWS\system32\conhost.exe 00003EE0
C:\WINDOWS\system32\sihost.exe 0000364C
C:\WINDOWS\system32\svchost.exe 000039F0
C:\WINDOWS\system32\taskhostw.exe 00001F6C
C:\Windows\System32\RuntimeBroker.exe 00003BEC
C:\Windows\System32\SecurityHealthSystray.exe 00003A94
C:\Windows\System32\smartscreen.exe 00003F1C
C:\Windows\SystemApps\Microsoft.LockApp_cw5n1h2txyewy\LockApp.exe 00001328
C:\Windows\SystemApps\Microsoft.Windows.Search_cw5n1h2txyewy\SearchApp.exe 000017BC
C:\Windows\SystemApps\Microsoft.Windows.StartMenuExperienceHost_cw5n1h2txyewy\StartMenuExperienceHost.exe 00003B10
C:\Windows\SystemApps\MicrosoftWindows.Client.CBS_cw5n1h2txyewy\InputApp\TextInputHost.exe 00001A2C
C:\Windows\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe 00001390
D:\Program Files\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivlauncher.exe 000046CC
D:\Program Files\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivsysinfo64.exe 000044E0

[Zeldert-Castiel]

Hope it's okay to send another reply but whenever I open the game the resolution would stay at the old one instead of adjusting to the new screen

in case this is also important for me to tell

[Tanoy_from_Mars]

Have the same error tried reinstalling directx, reinstalled game, updated windows and graphics card, after the update this error keeps popping up and game exits, The error doesnt popup if i disable directx 11 from launcher. So completely lost here

[Thukoolo]

Thank you for the reply Zeldert-Castiel,

We apologize for the delay in response to this issue.

Please try the following:

- Try switching to DirectX 9 by selecting the ‘Config’ button on the launcher.
- Update and reinstall the drivers for your graphics card and sound drivers (if applicable).
- Perform a clean boot by opening the task manager and select the 'Start up' Tab. Disable everything.
- Please be sure that Final Fantasy XIV is installed to the C: Drive.
- Please be sure to disable or remove any overlays (Discord, Steam, NVIDIA etc.) as they may interfere with startup.
- Make sure that the Windows OS is fully updated.

Thank you for visiting the Final Fantasy XIV Technical Support Forums!

[Zeldert-Castiel]

*nod nod*

I'll try as soon as I'm able, thank you ^^

[Zeldert-Castiel]

hi fellow technical support, it is I (again haha)

so I kind-of figured out about the crashing game when opening system config and the resolution by reinstalling the whole game
but unfortunately the sound no longer working and only worked once the night after the reinstall
dunno if this is important but even by saving the files on D drive also worked

should I resend the system report again?