Can't complete WHM Role Quest "A New Battleground" - DirectX11 hardcrash

[Tarta]

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

Date & Time: 4/22/2022 13:20
Frequency: Constant
World name: Adamantoise
Character name: Sil'dans Zaphir
Retainer name: NA
NPC name: Raubahn
Monster name: NA
Class/Level: 90 WHM
Party or solo: Solo
In-game time: NA
Area and coordinates: Ul'dah
Housing: NA
Steps:
1. Escort Raubahn as per the quest "A New Battleground"
2. Reach end of escort - speak with Raubahn
3. Cutscene starts to load.
4. Directx11 game hardcrashes:

"And unexpected error has occurred. Exiting Final Fantasy XIV.
2022-04-06_14:47
ffxiv_dx11.exe+1574E80
ffxiv_dx11.exe+1586C2B
ffxiv_dx11.exe+156CDE1
ffxiv_dx11.exe+154714B
ffxiv_dx11.exe+1546075
ffxiv_dx11.exe+154C571
ffxiv_dx11.exe+153A974
ffxiv_dx11.exe+1535D7B


Connection Specs
- Type of internet connection/provider: 400mbps DL 50mbps UL
- Modem maker/model number: Videotron?

■ PC Specs

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

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


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

MyDocument C:\Users\chrom\Documents
FINAL FANTASY XIV ONLINE C:\Program Files (x86)\SquareEnix
Immerse Gamepack FINAL FANTASY XIV Edition version 1.1.0.2 C:\Program Files\Embody\Immerse Gamepack FINAL FANTASY XIV Edition\
FINAL FANTASY XIV - A Realm Reborn Language 1 Region 2
ProxyEnable 0
ProxyServer unspecified
ProxyOverride unspecified


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

SYSTEM_OS Windows 10 Home 64-bit (6.2, Build 9200) (19041.vb_release.191206-1406)
SYSTEM_CPU AMD Ryzen 5 5600X 6-Core Processor (12 CPUs), ~3.7GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 12 SYSTEM_CORE_PHYSICS 6
SYSTEM_BIOS 4021
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 16298.141MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 30634.141MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 930.834GB SYSTEM_FREEDISC_SPACE 583.707GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS AMD Radeon RX 6800
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP AMD Radeon Graphics Processor (0x73BF)
SYSTEM_GRAPHICS_MAKER Advanced Micro Devices, Inc.
SYSTEM_GRAPHICS_VRAM 16081.570 MB
SYSTEM_GRAPHICS_SHARED_VRAM 8149.070 MB
SYSTEM_GRAPHICS_DAC Internal DAC(400MHz)
SYSTEM_GRAPHICS_DISPLAY_MODE 2560 x 1440 (32 bit) (144Hz)
SYSTEM_GRAPHICS_DRIVER C:\Windows\System32\DriverStore\FileRepository\u0376209.inf_amd64_b3bdffadea4def3f\B374968\aticfx64.dll,C:\Windows\System32\DriverStore\FileRepository\u0376209.inf_amd64_b3bdffadea4def3f\B374968\aticfx64.dll,C:\Windows\System32\DriverStore\FileRepository\u0376209.inf_amd64_b3bdffadea4def3f\B374968\aticfx64.dll,C:\Windows\System32\DriverStore\FileRepository\u0376209.inf_amd64_b3bdffadea4def3f\B374968\amdxc64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 30.00.13023.4001
SYSTEM_GRAPHICS_DRIVER_DATE 12/15/2021 20:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_SOUND Headset Earphone (HyperX Virtual Surround Sound)
SYSTEM_SOUND_DEVICE_ID {CE5F4DCE-EE6A-4A31-883E-90BD2ED6903A}
SYSTEM_SOUND_DEVICE_NAME USBAUDIO.sys
SYSTEM_SOUND_DRIVER_VERSION 10.0.19041.1202
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 8/25/2021 20:00:00
SYSTEM_SOUND Speakers (Realtek(R) Audio)
SYSTEM_SOUND_DEVICE_ID {C65088D0-DDBC-4019-B7FC-6A6D89892DE7}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.0.9238.1
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 9/13/2021 20:00:00
SYSTEM_INPUT {6F1D2B60-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 3 SYSTEM_GAMEPAD_BUTTON 8 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 {5186FD90-8882-11EC-8001444553540000}
SYSTEM_INPUT_NAME G815 RGB MECHANICAL GAMING KEYBOARD
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {518724A0-8882-11EC-8002444553540000}
SYSTEM_INPUT_NAME Gaming Mouse G900
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 652 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {51874BB0-8882-11EC-8003444553540000}
SYSTEM_INPUT_NAME Gaming Mouse G900
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {518772C0-8882-11EC-8004444553540000}
SYSTEM_INPUT_NAME Gaming Mouse G900
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {518799D0-8882-11EC-8005444553540000}
SYSTEM_INPUT_NAME Gaming Mouse G900
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {5187C0E0-8882-11EC-8006444553540000}
SYSTEM_INPUT_NAME American Power Conversion USB UPS
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {26364E50-9AA4-11EC-8001444553540000}
SYSTEM_INPUT_NAME Wireless Controller
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 6 SYSTEM_GAMEPAD_BUTTON 14 SYSTEM_GAMEPAD_FOV 1
SYSTEM_INPUT {5187E7F0-8882-11EC-8007444553540000}
SYSTEM_INPUT_NAME HyperX Virtual Surround Sound
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 2 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {51880F00-8882-11EC-8008444553540000}
SYSTEM_INPUT_NAME HyperX Virtual Surround Sound
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {51883610-8882-11EC-8009444553540000}
SYSTEM_INPUT_NAME AURA LED Controller
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {51885D20-8882-11EC-800A444553540000}
SYSTEM_INPUT_NAME G815 RGB MECHANICAL GAMING KEYBOARD
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 7 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {51888430-8882-11EC-800B444553540000}
SYSTEM_INPUT_NAME G815 RGB MECHANICAL GAMING KEYBOARD
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0


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

FFXIVLauncher
FINAL FANTASY XIV
Mail
Inbox - Hotmail ‎- Mail
Settings
Settings
Microsoft Text Input Application
xiv-general - Discord
In-Game Bugs - Post New Thread — Mozilla Firefox


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

AMD Chipset Software
Microsoft Edge
Microsoft Edge Update
Microsoft Edge WebView2 Runtime
Steam
ASUS WebStorage
Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.30501
ENE RGB HAL
ASUS Splendid Video Enhancement Technology
Microsoft Visual C++ 2019 X86 Minimum Runtime - 14.28.29334
AURA Service
Microsoft Visual C++ 2013 x86 Minimum Runtime - 12.0.21005
Microsoft Visual C++ 2019 X86 Additional Runtime - 14.28.29334
GameSDK Service
AURA lighting effect add-on
Epic Games Launcher
Kingston AURA DRAM Component
Samsung Magician
FINAL FANTASY XIV ONLINE
ROG Live Service
ASUS AIOFan HAL
Epic Online Services
Microsoft Visual C++ 2012 Redistributable (x86) - 11.0.61030
AURA DRAM Component
Launcher Prerequisites (x64)
Intel® Security Assist
PHISON HAL
VIPRE Advanced Security
GameSDK Service
ASUS AURA VGA Component
AMD PCI Driver
Realtek Ethernet Controller Driver
ASUS Motherboard
AMD PSP Driver
AMD Ryzen Balanced Driver
ASUS Update Helper
AMD SBxxx SMBus Driver
AURA Service
Microsoft Visual C++ 2012 x86 Additional Runtime - 11.0.61030
Microsoft Visual C++ 2015-2019 Redistributable (x86) - 14.28.29334
Microsoft Visual C++ 2012 x86 Minimum Runtime - 11.0.61030
VIPRE Advanced Security
ASUS AURA Motherboard HAL
ASUS AURA Extension Card HAL
Intel(R) Chipset Device Software
Microsoft Visual C++ 2012 Redistributable (x64) - 11.0.61030
Intel® PROSet/Wireless Software
ASUS Framework Service
AMD_Chipset_Drivers
WD_BLACK AN1500
AMD GPIO2 Driver
ASUS Framework Service
Realtek Audio Driver
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.30501
Microsoft Visual C++ 2013 x86 Additional Runtime - 12.0.21005
Microsoft Visual C++ 2015-2019 Redistributable (x64) - 14.29.30135
ENE_EHD_M2_HAL
AMD Software
Genshin Impact
Mozilla Firefox (x64 en-CA)
Mozilla Maintenance Service
ELDEN RING
Lost Ark
Hunt: Showdown
ViperRGB_v1.1
WinRAR 6.11 (64-bit)
WD_BLACK AN1500
Waveform 11
AMD DVR64
ASUS AURA Extension Card HAL
Intel® PROSet/Wireless WiFi Software
Microsoft Visual C++ 2019 X64 Additional Runtime - 14.29.30135
ENE_EHD_M2_HAL
Microsoft Visual C++ 2012 x64 Additional Runtime - 11.0.61030
MTG Arena
Microsoft Visual C++ 2019 X64 Minimum Runtime - 14.29.30135
ASUS AURA Motherboard HAL
Intel(R) Chipset Device Software
Tracktion Download Manager
ASUS AURA VGA Component
Microsoft Update Health Tools
RyzenMasterSDK
Update for Windows 10 for x64-based Systems (KB5001716)
AMD Settings
Microsoft Visual C++ 2013 x64 Additional Runtime - 12.0.21005
Kingston AURA DRAM Component
PHISON HAL
AURA DRAM Component
Intel(R) ME UninstallLegacy
Microsoft Visual C++ 2013 x64 Minimum Runtime - 12.0.21005
AMD WVR64
Windows PC Health Check
Immerse Gamepack FINAL FANTASY XIV Edition version 1.1.0.2
AURA lighting effect add-on x64
Branding64
Microsoft Visual C++ 2012 x64 Minimum Runtime - 11.0.61030
ASUS Aura SDK
ENE RGB HAL
Intel(R) PRO/Wireless Driver
ASUS AIOFan HAL
ARMOURY CRATE Lite Service
Epic Games Launcher Prerequisites (x64)


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

C:\Program Files (x86)\ASUS\WebStorage\2.7.2.738\AsusWSPanel.exe 00003494
C:\Program Files (x86)\ASUS\WebStorage\2.7.2.738\AsusWSService.exe 00004AE8
C:\Program Files (x86)\Epic Games\Launcher\Engine\Binaries\Win64\EpicWebHelper.exe 00004844
C:\Program Files (x86)\Epic Games\Launcher\Portal\Binaries\Win64\EpicGamesLauncher.exe 0000350C
C:\Program Files (x86)\Microsoft\EdgeWebView\Application\100.0.1185.44\msedgewebview2.exe 00002484
C:\Program Files (x86)\Microsoft\Edge\Application\msedge.exe 00005DB0
C:\Program Files (x86)\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivlauncher.exe 0000625C
C:\Program Files (x86)\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivsysinfo64.exe 00004118
C:\Program Files (x86)\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\game\ffxiv_dx11.exe 00003684
C:\Program Files (x86)\Steam\bin\cef\cef.win7x64\steamwebhelper.exe 00003F9C
C:\Program Files (x86)\Steam\steam.exe 00003A2C
C:\Program Files (x86)\VIPRE\SBAMTray.exe 00003F3C
C:\Program Files\AMD\CNext\CNext\AMDRSSrcExt.exe 00001D4C
C:\Program Files\AMD\CNext\CNext\QtWebEngineProcess.exe 0000359C
C:\Program Files\AMD\CNext\CNext\RadeonSoftware.exe 00003FC8
C:\Program Files\AMD\CNext\CNext\cncmd.exe 00003C70
C:\Program Files\Mozilla Firefox\firefox.exe 00005D84
C:\Program Files\Mozilla Firefox\plugin-container.exe 00000588
C:\Program Files\WindowsApps\Microsoft.Windows.Photos_2021.21090.10008.0_x64__8wekyb3d8bbwe\Microsoft.Photos.exe 000027D0
C:\Program Files\WindowsApps\Microsoft.XboxGamingOverlay_5.722.3302.0_x64__8wekyb3d8bbwe\GameBar.exe 00001904
C:\Program Files\WindowsApps\Microsoft.XboxGamingOverlay_5.722.3302.0_x64__8wekyb3d8bbwe\GameBarFTServer.exe 00005850
C:\Program Files\WindowsApps\Microsoft.YourPhone_1.22022.180.0_x64__8wekyb3d8bbwe\YourPhoneServer\YourPhoneServer.exe 00000A0C
C:\Program Files\WindowsApps\microsoft.windowscommunicationsapps_16005.14326.20858.0_x64__8wekyb3d8bbwe\HxOutlook.exe 00001CD4
C:\Program Files\WindowsApps\microsoft.windowscommunicationsapps_16005.14326.20858.0_x64__8wekyb3d8bbwe\HxTsr.exe 000027D8
C:\Users\chrom\AppData\Local\Discord\app-1.0.9004\Discord.exe 00000A44
C:\Users\chrom\AppData\Local\Microsoft\OneDrive\22.065.0412.0004\FileCoAuth.exe 00000210
C:\Users\chrom\AppData\Local\Microsoft\OneDrive\OneDrive.exe 00001E10
C:\Windows\Explorer.EXE 00001E24
C:\Windows\ImmersiveControlPanel\SystemSettings.exe 00000100
C:\Windows\System32\CompPkgSrv.exe 000047CC
C:\Windows\System32\DriverStore\FileRepository\realtekservice.inf_amd64_e8d71250669d562e\RtkAudUService64.exe 000037F8
C:\Windows\System32\GameBarPresenceWriter.exe 00004C24
C:\Windows\System32\RuntimeBroker.exe 00005B0C
C:\Windows\System32\SecurityHealthSystray.exe 0000375C
C:\Windows\System32\SystemSettingsBroker.exe 00001D18
C:\Windows\System32\oobe\UserOOBEBroker.exe 00003778
C:\Windows\System32\smartscreen.exe 00004B10
C:\Windows\System32\svchost.exe 0000205C
C:\Windows\SystemApps\Microsoft.LockApp_cw5n1h2txyewy\LockApp.exe 00002B28
C:\Windows\SystemApps\Microsoft.Windows.Search_cw5n1h2txyewy\SearchApp.exe 00000814
C:\Windows\SystemApps\Microsoft.Windows.StartMenuExperienceHost_cw5n1h2txyewy\StartMenuExperienceHost.exe 00001C9C
C:\Windows\SystemApps\MicrosoftWindows.Client.CBS_cw5n1h2txyewy\TextInputHost.exe 00002D18
C:\Windows\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe 00003770
C:\Windows\system32\ApplicationFrameHost.exe 00004788
C:\Windows\system32\DllHost.exe 00001D98
C:\Windows\system32\SettingSyncHost.exe 00002AA0
C:\Windows\system32\sihost.exe 00001C90
C:\Windows\system32\svchost.exe 00005EA0
C:\Windows\system32\taskhostw.exe 00001D68

-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-


Laptop Model Name:
Laptop Model Number:

Gamepad Manufacturer:
Gamepad Model Name:
Gamepad Part Number:

Browser Information
- Name and version of the browser currently in-use: Firefox?
- Internet Explorer Version:

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[ineffabelle]

This happened to me also. On a whim, I decided to turn off the IMMERSE gamepack sound and try it. It got me through the cut-scene without crashing.

[Tarta]

Thanks. I was also able to get through it via running the game on dx9 for it at a friend's suggestion. Once I was past it, I went back to dx11.