Game Crashes after character select

[Farrow]

I use the Windows version and just started to play the game again for the 6.2 update. It now consistently crashes after I choose a character and get to the initial loading screen. Rarely I can get past the first load and get into the game where it crashes after accepting the MSQ from Varshahn and gives me an error.

"An unexpected error has occurred. Exiting Final Fantasy XIV. ffxiv_dx11.exe+EC8B08 ffxiv_dx11.exe+EC6EB5 ffxiv_dx11.exe+544A71 ffxiv_dx11.exe+B5418 ffxiv_dx11.exe+CCE2D ffxiv_dx11.exe+B5108 ffxiv_dx11.exe+A18898 ffxiv_dx11.exe+8E2FDC"

[Dynratygus]

Good afternoon! Thank you for posting in the Final Fantasy XIV Technical Support Forums.

Are you running any addition programs alongside Final Fantasy XIV? Does this crash occur on more than one character? Could you provide a system report? Simply go to the 'Config' option on the Final Fantasy XIV launcher and to the right of 'System Information' click on 'Display.

We hope we can be of assistance in helping you enjoy the exciting world of Final Fantasy XIV!

[Farrow]

I am not running any additional programs with the game and I tried to make a new character and it crashed in the same spot.


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

MyDocument C:\Users\ivyge\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 64-bit (6.2, Build 9200) (19041.vb_release.191206-1406)
SYSTEM_CPU AMD Ryzen 5 4600H with Radeon Graphics (12 CPUs), ~3.0GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 12 SYSTEM_CORE_PHYSICS 6
SYSTEM_BIOS F.25
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 7541.090MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 18293.090MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 237.706GB SYSTEM_FREEDISC_SPACE 33.182GB
SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 931.481GB SYSTEM_FREEDISC_SPACE 769.414GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS AMD Radeon(TM) Graphics
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP AMD Radeon Graphics Processor (0x1636)
SYSTEM_GRAPHICS_MAKER Advanced Micro Devices, Inc.
SYSTEM_GRAPHICS_VRAM 496.355 MB
SYSTEM_GRAPHICS_SHARED_VRAM 3770.545 MB
SYSTEM_GRAPHICS_DAC Internal DAC(400MHz)
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (60Hz)
SYSTEM_GRAPHICS_DRIVER C:\windows\System32\DriverStore\FileRepository\u0366719.inf_amd64_de6b06f3cfe1e6ce\B366682\aticfx64.dll,C:\windows\System32\DriverStore\FileRepository\u0366719.inf_amd64_de6b06f3cfe1e6ce\B366682\aticfx64.dll,C:\windows\System32\DriverStore\FileRepository\u0366719.inf_amd64_de6b06f3cfe1e6ce\B366682\aticfx64.dll,C:\windows\System32\DriverStore\FileRepository\u0366719.inf_amd64_de6b06f3cfe1e6ce\B366682\amdxc64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 27.20.15002.11002
SYSTEM_GRAPHICS_DRIVER_DATE 4/22/2021 20:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_GRAPHICS NVIDIA GeForce GTX 1650
SYSTEM_GRAPHICS_DEVICE Unknown
SYSTEM_GRAPHICS_CHIP NVIDIA GeForce GTX 1650
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 7732 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\nvhmig.inf_amd64_0bea2d1d044b88bf\nvldumdx.dll,C:\windows\System32\DriverStore\FileRepository\nvhmig.inf_amd64_0bea2d1d044b88bf\nvldumdx.dll,C:\windows\System32\DriverStore\FileRepository\nvhmig.inf_amd64_0bea2d1d044b88bf\nvldumdx.dll,C:\windows\System32\DriverStore\FileRepository\nvhmig.inf_amd64_0bea2d1d044b88bf\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 31.00.0015.1694
SYSTEM_GRAPHICS_DRIVER_DATE 7/20/2022 20:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English

SYSTEM_GRAPHICS_PIXEL_SHADER
SYSTEM_GRAPHICS_VERTEX_TEXTURE
SYSTEM_SOUND Speaker (Realtek(R) Audio)
SYSTEM_SOUND_DEVICE_ID {8C37638F-D218-450B-A721-FAEA83D73F0D}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.0.9198.1
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 6/28/2021 20:00:00
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 {44632D30-1EE0-11EB-8009444553540000}
SYSTEM_INPUT_NAME HyperX Pulsefire Core
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {4463C970-1EE0-11EB-800A444553540000}
SYSTEM_INPUT_NAME HyperX Pulsefire Core
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {4461F4B0-1EE0-11EB-8002444553540000}
SYSTEM_INPUT_NAME HP Wireless Button Driver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {4463F080-1EE0-11EB-800B444553540000}
SYSTEM_INPUT_NAME HyperX Pulsefire Core
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 768 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {4463F080-1EE0-11EB-800C444553540000}
SYSTEM_INPUT_NAME HyperX Pulsefire Core
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {44641790-1EE0-11EB-800D444553540000}
SYSTEM_INPUT_NAME HyperX Pulsefire Core
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {4462B800-1EE0-11EB-8005444553540000}
SYSTEM_INPUT_NAME HIDI2C Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {44630620-1EE0-11EB-8008444553540000}
SYSTEM_INPUT_NAME HIDI2C Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0


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

Game Crashes after character select - Reply to Topic - Google Chrome
FFXIVLauncher
Settings
Settings
Mail
Inbox - Hotmail ‎- Mail
Form1
Microsoft Text Input Application


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

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Microsoft Edge Update
Microsoft Edge WebView2 Runtime
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Origin
Pharos
Adobe Premiere Pro 2022
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Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.40664
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Microsoft Windows Desktop Runtime - 6.0.0 (x86)
Microsoft .NET Host FX Resolver - 5.0.7 (x86)
FINAL FANTASY XIV ONLINE
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Microsoft .NET Runtime - 5.0.7 (x86)
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HP Audio Switch
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WildTangent Helper
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The Sims™ 3
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Microsoft XNA Framework Redistributable 4.0 Refresh
Microsoft Windows Desktop Runtime - 6.0.0 (x86)
Microsoft Visual C++ 2010 x86 Redistributable - 10.0.40219
Microsoft .NET Host - 5.0.7 (x86)
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7-Zip 19.00 (x64)
HP Documentation
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SumatraPDF
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Microsoft .NET Core Runtime - 3.1.10 (x64)
Microsoft .NET Core Host - 3.1.10 (x64)
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Microsoft Visual C++ 2008 Redistributable - x64 9.0.30729.6161
Windows PC Health Check
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Microsoft Visual C++ 2008 Redistributable - x64 9.0.30729.17
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NVIDIA Graphics Driver 516.94
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AMD Ryzen Master SDK


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

C:\Program Files (x86)\HP\HPAudioSwitch\HPAudioSwitch.exe 000005D8
C:\Program Files (x86)\Samsung\Portable_SSD\SamsungPortableSSDMon_1.0.exe 00002E6C
C:\Program Files\Google\Chrome\Application\chrome.exe 00001E70
C:\Program Files\WindowsApps\5A894077.McAfeeSecurity_2.1.68.0_x64__wafk5atnkzcwy\Win32\mcafee-security-ft.exe 0000355C
C:\Program Files\WindowsApps\5A894077.McAfeeSecurity_2.1.68.0_x64__wafk5atnkzcwy\mcafee-security.exe 00002904
C:\Program Files\WindowsApps\AD2F1837.HPJumpStarts_1.10.1627.0_x64__v10z8vjag6ke6\HP.JumpStarts.exe 000028AC
C:\Program Files\WindowsApps\AD2F1837.HPSystemEventUtility_1.3.2.0_x64__v10z8vjag6ke6\SystemEventUtility\HPSystemEventUtilityHost.exe 00003A38
C:\Program Files\WindowsApps\Microsoft.Windows.Photos_2022.30070.26007.0_x64__8wekyb3d8bbwe\Microsoft.Photos.exe 00004854
C:\Program Files\WindowsApps\Microsoft.XboxGamingOverlay_5.822.6271.0_x64__8wekyb3d8bbwe\GameBar.exe 00004988
C:\Program Files\WindowsApps\Microsoft.XboxGamingOverlay_5.822.6271.0_x64__8wekyb3d8bbwe\GameBarFTServer.exe 00002888
C:\Program Files\WindowsApps\Microsoft.YourPhone_1.22062.543.0_x64__8wekyb3d8bbwe\PhoneExperienceHost.exe 00000E28
C:\Program Files\WindowsApps\Microsoft.ZuneVideo_10.22041.10091.0_x64__8wekyb3d8bbwe\Video.UI.exe 00003C40
C:\Program Files\WindowsApps\microsoft.windowscommunicationsapps_16005.14326.20970.0_x64__8wekyb3d8bbwe\HxOutlook.exe 00001304
C:\Program Files\WindowsApps\microsoft.windowscommunicationsapps_16005.14326.20970.0_x64__8wekyb3d8bbwe\HxTsr.exe 000018D0
C:\Windows\ImmersiveControlPanel\SystemSettings.exe 00004898
C:\Windows\System32\RuntimeBroker.exe 00000C8C
C:\Windows\System32\SystemSettingsBroker.exe 000010BC
C:\Windows\System32\oobe\UserOOBEBroker.exe 00000684
C:\Windows\System32\smartscreen.exe 0000487C
C:\windows\Explorer.EXE 00001F7C
C:\windows\System32\DriverStore\FileRepository\hpcustomcapcomp.inf_amd64_ca8cb2046afa6b22\x64\BridgeCommunication.exe 00003C88
C:\windows\System32\svchost.exe 00001614
C:\windows\SystemApps\Microsoft.LockApp_cw5n1h2txyewy\LockApp.exe 00002C78
C:\windows\SystemApps\Microsoft.Windows.Search_cw5n1h2txyewy\SearchApp.exe 0000354C
C:\windows\SystemApps\Microsoft.Windows.StartMenuExperienceHost_cw5n1h2txyewy\StartMenuExperienceHost.exe 000024E0
C:\windows\SystemApps\MicrosoftWindows.Client.CBS_cw5n1h2txyewy\TextInputHost.exe 0000264C
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C:\windows\system32\ApplicationFrameHost.exe 00003B10
C:\windows\system32\DllHost.exe 000049E4
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C:\windows\system32\ctfmon.exe 00001F84
C:\windows\system32\rundll32.exe 0000330C
C:\windows\system32\sihost.exe 00001DA4
C:\windows\system32\svchost.exe 000035D4
C:\windows\system32\taskhostw.exe 00000AA8
D:\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivlauncher.exe 00003D8C
D:\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivsysinfo64.exe 00002EDC

[Mieleoneis]

Greetings fellow Eorzean,

Thanks for providing us with your system report. After having a look through it, I noticed that you currently have FINAL FANTASY XIV installed on your [D:] drive. If possible, I would recommend uninstalling and reinstalling the game on your primary drive [C:], as having the game installed elsewhere can cause certain issues to arise. However, I understand if this is not an available option for you due to lack of available space. Also, it might help to look through all of your drivers to make sure that they are up-to-date (graphics drivers, audio drivers, etc.). When it comes to updating your graphics driver, it would be preferred to uninstall your current driver entirely before reinstalling the driver once more. Also, have you attempted to revert to a previous version of DirectX and see if the issue still occurs?

We hope to be of assistance with this. Thank you for posting in the FINAL FANTASY XIV Technical Support Forums!

[Farrow]

I can't download it on the C: drive because I don't have the space. I checked all my drivers through device manager and completely reinstalled my graphics drivers. When I booted the game on Dx11 it did load into the game proper but I could not open any of the menus (inventory, systems settings, map, etc.) and I soon got an error and then an infinite loading screen when I traveled. I tried the game on Dx9 and while I did not get an error and could move to different areas and accept the MSQ, I still couldn't open any of the menus. The only menus that worked were the ones linked to objects like the Aetheryte or linked to the HUD.

[Mieleoneis]

Hello again adventurer,

Thanks for the update. Here are a few other things that you can try to see if it might help with the errors:

- Disable all programs/overlays that might be running in the background.
- Try running a clean boot of the PC to minimize the chance of any other programs interfering with the game. To do this: Open the Task Manager and select the 'Start Up' tab. Once there, disable everything listed and restart the PC.
- Please disable/turn off any anti-virus programs that you might have on the PC for testing purposes. If the issue is unresolved after doing so, you may turn it back on.

If the steps above do not help with the issue, I would recommend fully uninstalling and reinstalling the game. Hopefully this helps!

[Farrow]

I followed the steps up to turning off the antivirus and the game worked as normal until I got to a story cutscene where it started to crash at the same spot with the same error as before in both Dx11 and Dx9. I reinstalled the game and still have the same issue. I haven't tried skipping the cutscene yet to see if the game works past that.

[Mieleoneis]

Good morning adventurer!

I'm sorry to hear that the issue still persists despite all of the troubleshooting that has been attempted thus far. One other troubleshooting method I could recommend is to try turning off 'Fullscreen Optimizations'. You can do this by locating the executable file for the game (normally found in the install folder). Once located, right-click it and select 'Properties'. Under the 'Compatibility' tab, check the box labeled 'Disable Fullscreen Optimizations', and click apply. Afterward, restart the PC and attempt to run the game once more.

Thank you for posting in the FINAL FANTASY XIV Technical Support Forums!

[Farrow]

Still crashes at initial load in Dx11 and at the same cutscene in Dx9. Thanks for trying to solve the issue

[Eenkalzet]

Greetings Farrow,

We're very sorry to hear that the issue still persists despite trying out all the above mentioned troubleshooting steps. One other suggestion we would like for you to try is to unplug any 3rd party hardware that use custom drivers such as headsets, audio mixers, etc. and only retain the necessary keyboard and mouse then restart and try a clean boot once more to ensure that the extra programs aren't running. Proceed to launch the game and test if you still encounter any crashes in-game in the instances and menus you had mentioned.

We do hope this information has been helpful and thank you for posting in the FINAL FANTASY XIV Technical Support Forums!