Game keeps crashing on MSQ

[Artherian]

Hi!

My game keeps crashing on a specific place that seems to be linked to the MSQ.

What happened
I was doing the MSQ quest lvl 62 "Once More, to the Ruby Sea". I was at the part where I needed to speak with Soroban on Pear 2 in Kugane. I spoke with him then the screen turned black and the game crash with the generic error "Final Funatsy XIV stopped unexpectedly. 17".

I was then unable to log with my character but everything was alright with another one.
I was finally able to get my main back using the world transfert option from the character selection screen and then going back to my world.

Symptoms
Now everytime I go to Kugane, at the end of Pear #2 near the blue line marking the end of the zone, the game crash with the same error and I need to use the world transfert trick to get my character back.

What I tried

I tried the following :

* Uninstall the game, shutdown completely the computer, then after the boot installe the game again
* Removing the folder where the game files are stored, uninstall the game, reboot, install again
* Deactivated DirectX11

Nothing worked

What I think happened
When I check the quest with the objective I'm at the step "Speak with Soroban". I thought it meant speak with him on the Pier. But since Soroban is no longer there I used the map to locate him. The game tells me to go to the Ruby Sea.

So I think the game crashed during a cutscene or something like that and I ended up in a state I'm not suppose to be in. My character should be next to Soroban in the Ruby Sea in some sort of duty but due to the crash I'm not there. So when I approach the Pier #2 for whatever reason it crash.

Can someone help?

[Eenkalzet]

Greetings Artherian,

I'm sorry to hear that you're experiencing this issue. It does appear you've tried troubleshooting on your end already as well. I would just like to confirm if this issue is only occurring on one character or multiple characters but at the same location?
If you haven't already, I would like to suggest to either rename and move the local Final Fantasy XIV file folder OR delete the local Final Fantasy XIV file folder which is located in My Documents > My Games > Final Fantasy XIV - A Realm Reborn. This folder contains local files that can sometimes get corrupted and may cause similar issues to the one you're describing. (If you choose to delete this folder, please note that this does contain UI settings, macros as well as screenshots)

I hope this helps and thank you for posting in the FINAL FANTASY XIV Technical Support Forums.

[Artherian]

Hi Eenkalzet,

Thank you for replying and assisting

I tried with another character and I have the same problem. So it appears that the problem is on my side.

I remove the folder and made another try but wihtout any success sadly.

I'm at a loss because it seems I tried everything I could without any success

[Mieleoneis]

Greetings Artherian,

Thank you for letting us know that the issue is not exclusive to only one character. Does this same issue occur when running the game in full-screen, borderless windowed, or windowed mode by any chance? I would recommend trying all three options to see if there is any difference. Additionally, you may try the following troubleshooting, as they may help with alleviating this crashing issue:

- Please try turning off Fullscreen Optimizations. You can do this by finding the executable file for the game (usually in the install folder), right-clicking it and selecting 'Properties'. Under the 'Compatibility tab, check the box labeled 'Disable Full Screen Optimizations' and then click 'Apply'.
- Make sure to remove any overlocks that you may have on your GPU and CPU.
- Disable all programs/overlays running in the background.
- Update/reinstall your graphics card drivers (preferably a clean install by deleting your current drivers)
- Performing a clean boot on the PC by opening the Task Manager and disabling all applications listed in the 'Start Up' tab. Afterward, please restart the PC and attempt to run the game as an administrator.

We hope this helps! Thank you for visiting the FINAL FANTASY XIV Technical Support Forums.

[Artherian]

Hi!

Sorry for the late response but I got it fixed!

I tried all of your suggestions to no avail.

So what I did was uninstall the game from Steam. Then I went to the directory it was installed in and remove manually all the remaining files. I made a backup of my characters settings and deleted the folder.

Then I cleaned my PC with CCleaner (apparently some FF XIV stuff was in the registry) and made a complete reboot of my machine after wich I reinstalled the game. At that point the issue was fixed! I restored the characters settings to check if the corrupted file(s) was somewhere in this those but had no problem with them.

Thanks for the help !