Screen freezing but sound continues only when playing FFXIV

[MaisBaun]

Hello everyone.

So recently I got a new pc. My old pc played the game with absolutely no issues.
As I started playing FF my pc would start freezing. The image on both my screens just hard lock, but I can still hear the game and the people in a discord call if I'm in one at the time. The keyboard is unresponsive but everything is still lit up, the pc, mouse and keyboard and I have to hard restart it to get it going again.

I thought it was some hardware issue at first and I took it back to the shop but they found no issue and ended up switching out my PC. I was confident the problem stopped with that but it keeps happening, so it is NOT my hardware - sadly.

In the event viewer there is nothing except the kernel power 41 error due to hard restarting.

I have googled my wits out, turned off everything the interned tells me to turn off, changed my settings left and right but I just can't get the game to stop freezing.

Sometimes it happens after many hours of playing, sometimes after minute. Sometimes it happens 3 times in a span of 10 minutes and sometimes it just doesn't happen. It happens when I'm in a duty, it happens when I'm mounting my mount, it happens when I'm clicking my retainer. It just happens randomly.

I am going crazy, but now I know it is not the pc but it is something with the game.

Can anyone help me figure this out since it is driving me absolutely crazy?

All my drivers are up to date and everything is installed right.

GPU is AMD Radeon RX 6700XT
CPU is CPU 12th Gen Intel(R) Core(TM) i5-12400F

I don't know what else to list since I am not very good with this part of computers.

Please, save my sanity!

[Solarance]

There's unfortunately nothing really you can do. It's something square added in 6.3, quickly removed, and re-introduced in 6.35. The game's facing a memory leak and my post here about it in the forums was moved to it not being a bug report after innately being accepted as a bug. The only thing we can do is hope that Square removes the network changes they made.

EDIT: I've since logged in and saw the response to my ticket. It stated to contact the Support Center, separate from this forum... We'll see how it goes.

[JimminyCricket]

Ok so this started happening to me right after I switched my NVIDIA GPU for a Radeon one. I'll try my luck with support but I doubt there's anything they can do about it.

[Eenkalzet]

Greetings MaisBaun,

We would like to apologize for the error you are experiencing. We would like to suggest that you try the following troubleshooting steps:

- Try switching to DirectX 9 by selecting the ‘Config’ button on the launcher (If applicable).
- Perform a clean boot by opening the task manager and select the 'Start up' Tab. Then be sure to disable everything.
- Reinstall and update the drivers for your graphics card. Although this may not be necessary, it can still sometimes help.
- Please be sure that Final Fantasy XIV is installed to the C: Drive. (Having the game installed on a different drive can sometimes lead to issues)
- 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. (Please ensure that optional items are also installed)

If you do not see an improvement, please feel free to respond to this thread for further troubleshooting.

We would also like to request for a System report if possible. This can be done by going to the 'Config' option on the Final Fantasy XIV launcher and to the right of 'System Information' click on 'Display, copy the information to the clipboard and paste the details back in a response here.

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