Looking for help with strange disconnecting issue.

[ThatRobGuy]

Thanks in advance for any help you can be. I joined the game recently and have enjoyed it enough that I recruited my brother to play (we are both long time WoW players). He is enjoying the game so far but is having disconnect issues. He gets kicked out of the game immediately when loading into any raid or trial. It also happens frequently in dungeons, but not instantly. I'm doing this from a distance as a 3rd party so here is all the info I have:

-He is working his way through the end of ARR and these are the instances he is having problems with. He has not played since the 6.1 updates were added.

-There is no error message. The game just closes out like it was alt tabbed.

-He says all drivers are up to date.

-His laptop is a few years old but works fine otherwise. He replaced the cooling fan as a precaution and the laptop is not hot when this happens.

-I don't know the exact specs of his laptop, but I know it has 16gb of RAM and is enough to play WoW's newest raids with 25-30 people without issue.

-He is fine in all other points of the game. MSQ cutscenes and Limsa during peak hours are both smooth.

-Adjusting the graphics settings as low as they would go made no difference.

-He bought the game and is paying a sub. He bought it directly from Squeenix and not a 3rd party.

-There is no lag or warning. Its playing fine and then gone.

I really hope someone can be of help to us. Between the ARR slog and the disconnects blocking MSQ advancement he got frustrated and went back to WoW. I know he will love the game if we can get past this issue and get him into HW. Thanks again for any insights.

[Darneltia]

Greetings fellow Eorzean,

We apologize for the inconvenience you are experiencing. Please provide the following information:

- Are you using a wired or wireless connection?
- Do you have any firewalls or anti-virus software installed on the machine if are using a Mac or Windows PC? If so, which ones do you have installed?
- Does any specific error message/code occur when the issue happens?
- Does the issue only happen with one specific character or a specific time frame?

We look forward to your reply back.

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

[ThatRobGuy]

Greetings fellow Eorzean,

We apologize for the inconvenience you are experiencing. Please provide the following information:

- Are you using a wired or wireless connection?
- Do you have any firewalls or anti-virus software installed on the machine if are using a Mac or Windows PC? If so, which ones do you have installed?
- Does any specific error message/code occur when the issue happens?
- Does the issue only happen with one specific character or a specific time frame?

We look forward to your reply back.

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

-He is using a wireless connection with no VPN. Its the same connection he uses to play all his other games.

-Its a laptop using Windows. The is no firewall. He uses Superantispyware but its set to clean up after the fact and doesn't block anything.

-There are no error messages at all. When I say he disconnects that may be the wrong way to describe it. The game completely closes out without warning like he hit the X in windowed mode.

-He only has one character. He plays nights and weekends, but there is not specific timing to it. The game closes out as soon as he loads into a raid or trial and frequently in dungeons.

The problem occurs in both windowed and full screen. He plays multiple different games and this is the only one he has a problem with. Thanks for your help.