Game Crashes and Can't Log Into Character (Error Code 17)

[jmurph73]

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

Date & Time: 5am CST
Frequency: Ever since
World name: Famfrit
Character name: Fel'o'ny Fel'i'ne
Retainer name:
NPC name:
Monster name:
Class/Level:
Party or solo:
In-game time:
Area and coordinates: Entering The Rak'tika Greatwood for the first time
Housing:
Steps:
1. Just trying to log in and the cutscene must be crashing it.
2. I get error code 17. This has persisted for over 10 hours. Only affects this one character.
3.
*Add more steps if necessary

Connection Specs
- Type of internet connection/provider: Comcast
- Modem maker/model number: Xfinity

■ PC Specs

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

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



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

MyDocument C:\Users\jmurp\Documents
FINAL FANTASY XIV ONLINE D:\SquareEnix
FINAL FANTASY XIV - A Realm Reborn Language 1 Region 2
ProxyEnable 0
ProxyServer unspecified
ProxyOverride *.local


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

SYSTEM_OS Windows 10 Home 64-bit (6.2, Build 9200) (19041.vb_release.191206-1406)
SYSTEM_CPU AMD Ryzen 9 5950X 16-Core Processor (32 CPUs), ~3.4GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 32 SYSTEM_CORE_PHYSICS 16
SYSTEM_BIOS 1.00
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 65460.672MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 75188.672MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 837.023GB SYSTEM_FREEDISC_SPACE 353.527GB
SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 1025.391GB SYSTEM_FREEDISC_SPACE 837.888GB
SYSTEM_STORAGE E:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 931.021GB SYSTEM_FREEDISC_SPACE 201.799GB
SYSTEM_STORAGE F:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 9313.982GB SYSTEM_FREEDISC_SPACE 2061.334GB
SYSTEM_STORAGE G:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 223.568GB SYSTEM_FREEDISC_SPACE 77.984GB
SYSTEM_STORAGE J:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 1025.391GB SYSTEM_FREEDISC_SPACE 587.194GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS AMD Radeon RX 6600 XT
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP AMD Radeon Graphics Processor (0x73FF)
SYSTEM_GRAPHICS_MAKER Advanced Micro Devices, Inc.
SYSTEM_GRAPHICS_VRAM 8147.211 MB
SYSTEM_GRAPHICS_SHARED_VRAM 32730.336 MB
SYSTEM_GRAPHICS_DAC Internal DAC(400MHz)
SYSTEM_GRAPHICS_DISPLAY_MODE 4096 x 2160 (32 bit) (59Hz)
SYSTEM_GRAPHICS_DRIVER C:\Windows\System32\DriverStore\FileRepository\u0394441.inf_amd64_57e767cb37419fb0\B394106\aticfx64.dll,C:\Windows\System32\DriverStore\FileRepository\u0394441.inf_amd64_57e767cb37419fb0\B394106\aticfx64.dll,C:\Windows\System32\DriverStore\FileRepository\u0394441.inf_amd64_57e767cb37419fb0\B394106\aticfx64.dll,C:\Windows\System32\DriverStore\FileRepository\u0394441.inf_amd64_57e767cb37419fb0\B394106\amdxc64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 31.00.21023.2010
SYSTEM_GRAPHICS_DRIVER_DATE 7/19/2023 19:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_SOUND 1 - SAMSUNG (AMD High Definition Audio Device)
SYSTEM_SOUND_DEVICE_ID {A485297C-F9B3-45F8-B10F-81EED83589D1}
SYSTEM_SOUND_DEVICE_NAME AtihdWT6.sys
SYSTEM_SOUND_DRIVER_VERSION 10.0.1.27
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 4/11/2023 19:00:00
SYSTEM_SOUND SPDIF Interface (Realtek USB2.0 Audio)
SYSTEM_SOUND_DEVICE_ID {064596F4-E7B5-4CAB-9A67-D0E7014346BE}
SYSTEM_SOUND_DEVICE_NAME usbaudio2.sys
SYSTEM_SOUND_DRIVER_VERSION 10.0.19041.1
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 12/5/2019 19:00:00
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 {04C784A0-C8D0-11EC-8001444553540000}
SYSTEM_INPUT_NAME USB Audio
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {FF49F300-D7F1-11ED-8001444553540000}
SYSTEM_INPUT_NAME 2.4G INPUT DEVICE
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {EBDF9620-D78E-11ED-8001444553540000}
SYSTEM_INPUT_NAME 2.4G Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {EBDFBD30-D78E-11ED-8002444553540000}
SYSTEM_INPUT_NAME 2.4G Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 573 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {EBDFE440-D78E-11ED-8003444553540000}
SYSTEM_INPUT_NAME 2.4G Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {EBDFE440-D78E-11ED-8004444553540000}
SYSTEM_INPUT_NAME 2.4G Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {EBDFE440-D78E-11ED-8005444553540000}
SYSTEM_INPUT_NAME 2.4G Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {04C7D2C0-C8D0-11EC-8004444553540000}
SYSTEM_INPUT_NAME CORSAIR Lighting Node CORE
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {FF4A1A10-D7F1-11ED-8002444553540000}
SYSTEM_INPUT_NAME 2.4G INPUT DEVICE
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 897 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {FF4A1A10-D7F1-11ED-8003444553540000}
SYSTEM_INPUT_NAME 2.4G INPUT DEVICE
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0


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

FFXIVLauncher
Mozilla Firefox Tab
Task Manager
Calculator
Calculator
Friends - Discord
Windows Shell Experience Host
Microsoft Text Input Application
Settings
Settings
Mozilla Firefox Tab
Mozilla Firefox Tab
Mozilla Firefox Tab
Mozilla Firefox Tab
Mozilla Firefox Tab
Mozilla Firefox Tab
Mozilla Firefox Tab
Mozilla Firefox Tab
Mozilla Firefox Tab
Mozilla Firefox Tab
Mozilla Firefox Tab
Mozilla Firefox Tab
Mozilla Firefox Tab
Mozilla Firefox Tab
Mozilla Firefox Tab
Mozilla Firefox Tab
Mozilla Firefox Tab
Mozilla Firefox Tab
Mozilla Firefox Tab
Mozilla Firefox Tab


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

Google Chrome
Microsoft Edge
Microsoft Edge Update
Microsoft Edge WebView2 Runtime
Heaven Benchmark version 4.0
Microsoft Visual C++ 2015-2019 Redistributable (x86) - 14.28.29913
HP Scan Extended
MSI Center SDK
TurboTax 2021
Samsung Magician
FINAL FANTASY XIV ONLINE
Microsoft Visual C++ 2015-2019 Redistributable (x64) - 14.29.30139
Samsung Data Migration
Microsoft Visual C++ 2019 X86 Additional Runtime - 14.28.29913
Microsoft Visual C++ 2019 X86 Minimum Runtime - 14.28.29913
ENE_EHD_M2_HAL
WD P40 Game Drive
ENE Video Capture Box HAL
WD_BLACK AN1500
WD_BLACK D50
Adobe Refresh Manager
Apple Software Update
wgaiperStateIS
ENE_External_Device_HAL
ENE_MousePad_HAL
ENE_X_AIC_HAL
ENE IO Driver
Verbatim_SureFireGaming_Product
AMD Software
cFosSpeed 12.01
Microsoft Office Home and Student 2019 - en-us
iMazing
Mozilla Firefox (x64 en-US)
Mozilla Maintenance Service
Microsoft OneDrive
VLC media player
WD_BLACK AN1500
Branding64
ENE_External_Device_HAL
RyzenMasterSDK
Verbatim_SureFireGaming_Product
ENE_EHD_M2_HAL
AMD WVR64
AMD User Experience Program Installer
Logitech G HUB
Bonjour
AMD DVR64
Windows PC Health Check
iTunes
Microsoft Visual C++ 2019 X64 Additional Runtime - 14.29.30139
Update for Windows 10 for x64-based Systems (KB5001716)
Office 16 Click-to-Run Licensing Component
Office 16 Click-to-Run Extensibility Component
ENE_MousePad_HAL
ENE Video Capture Box HAL
Microsoft Visual C++ 2019 X64 Minimum Runtime - 14.29.30139
Corsair iCUE5 Software
Adobe Acrobat (64-bit)
Microsoft Update Health Tools
WD_BLACK D50
Apple Mobile Device Support
ENE_X_AIC_HAL
AMD Ryzen Master SDK
iPod Support
AMD Settings
WD P40 Game Drive


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

C:\Program Files (x86)\MSI\MSI Center\GameBar\MSI_GamebarTool.exe 00007684
C:\Program Files (x86)\Samsung\Samsung Magician\SamsungMagician.exe 00004764
C:\Program Files\AMD\CNext\CNext\AMDRSSrcExt.exe 000006A4
C:\Program Files\AMD\CNext\CNext\Radeonsoftware.exe 000043D4
C:\Program Files\AMD\CNext\CNext\cncmd.exe 00000C2C
C:\Program Files\Corsair\Corsair iCUE5 Software\crashpad_handler.exe 00053534
C:\Program Files\Corsair\Corsair iCUE5 Software\iCUE.exe 0004DB98
C:\Program Files\LGHUB\lghub.exe 00053308
C:\Program Files\LGHUB\lghub_agent.exe 0003279C
C:\Program Files\LGHUB\system_tray\lghub_system_tray.exe 000469AC
C:\Program Files\Microsoft Office\Root\Office16\SDXHelper.exe 00039DA8
C:\Program Files\Microsoft OneDrive\OneDrive.exe 00045054
C:\Program Files\Mozilla Firefox\firefox.exe 00059564
C:\Program Files\WindowsApps\9426MICRO-STARINTERNATION.MSICenter_2.0.21.0_x64__kzh8wxbdkxb8p\DCv2\DCv2.exe 00006184
C:\Program Files\WindowsApps\Microsoft.WindowsCalculator_11.2210.0.0_x64__8wekyb3d8bbwe\CalculatorApp.exe 00054CC0
C:\Program Files\WindowsApps\Microsoft.XboxGamingOverlay_5.823.7272.0_x64__8wekyb3d8bbwe\GameBarFTServer.exe 00002ECC
C:\Program Files\WindowsApps\Microsoft.YourPhone_1.23062.153.0_x64__8wekyb3d8bbwe\PhoneExperienceHost.exe 000025C0
C:\Program Files\iTunes\iTunesHelper.exe 0004C494
C:\Users\jmurp\AppData\Local\Discord\app-1.0.9016\Discord.exe 00054584
C:\Windows\Explorer.EXE 00003F44
C:\Windows\ImmersiveControlPanel\SystemSettings.exe 00000B34
C:\Windows\System32\AMD\ANR\AMDNoiseSuppression.exe 00054E98
C:\Windows\System32\RuntimeBroker.exe 000008BC
C:\Windows\System32\SecurityHealthSystray.exe 00047AF0
C:\Windows\System32\oobe\UserOOBEBroker.exe 00002E98
C:\Windows\System32\smartscreen.exe 00058B70
C:\Windows\SystemApps\Microsoft.Windows.Search_cw5n1h2txyewy\SearchApp.exe 0004B968
C:\Windows\SystemApps\Microsoft.Windows.StartMenuExperienceHost_cw5n1h2txyewy\StartMenuExperienceHost.exe 0000577C
C:\Windows\SystemApps\MicrosoftWindows.Client.CBS_cw5n1h2txyewy\TextInputHost.exe 00003024
C:\Windows\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe 000055B8
C:\Windows\system32\ApplicationFrameHost.exe 0000062C
C:\Windows\system32\DllHost.exe 00054A34
C:\Windows\system32\cmd.exe 0000490C
C:\Windows\system32\conhost.exe 00004FA0
C:\Windows\system32\sihost.exe 00005CA0
C:\Windows\system32\svchost.exe 00006544
C:\Windows\system32\taskhostw.exe 000076D4
C:\Windows\system32\wbem\unsecapp.exe 00002A9C
D:\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivlauncher.exe 0005973C
D:\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivsysinfo64.exe 00058620


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


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[jmurph73]

I realize that it may not get resolved for 7 days, but by the time you read this on Monday, it will have been 5 days that I won't have been able to play my main character. I'm disappointed to not have at least heard from someone.

[Jeeqbit]

Try going to the character selection screen. Then right click on the character and click "Visit Another World Server". It will put you on Ul'dah on another server. When you login, click the aetheryte and visit another world server and select your home world.

If it still crashes, close the game. You could try going to Documents\My Games, open the game's folder and find the CHAR folder for your character, back it up by dragging the CHAR folder to your desktop or other location, then launch the game again and login. It will reset all macros, hotbars and character settings.

If it works, you can drag in the macro, hotbar and settings files one-by-one from the backup until the crashes resume.

[GrayLowell]

I should also add that it looks like a technical issue, not a bug. So you'd find more success on the appropriate subforum (which is Technical Support)

[jmurph73]

I agree. But technical support told me give it another two hours, then submit a bug report.

[jmurph73]

So, I agree with you. And I called technical support after 10 hours of it not working. They had suggested that I wait two more hours, and if it still couldn't log in, that I submit a bug report. "The game shows you as logged in. There is nothing we can do on our end. Eventually, the game will recognize that it is an error and log you out. But I can't give you a timeframe because it is random. It could be several hours or days." This was wrong. Jeeqbit at least helped me be able to log into the system. But the game still crashes at the same point.

[jmurph73]

My biggest regret is relying on tech support. The problem IS NOT FIXED, but your suggestion worked as far as me logging back into the game. I didn't know it was an option to switch login servers. My weekend leveling an alt was wasted. If I had seen your response sooner, I could have at least played with friends. So, thank you.

Now, I need to find out why it still; crashes at this cutscene. I cannot progress.

[Jeeqbit]

Now, I need to find out why it still; crashes at this cutscene. I cannot progress.

Did you try the suggestions in my second paragraph?

Those character setting files such as macros and hotbars and HUD Layout can crash your game sometimes if they are corrupt. By forcing the game to remake them, it can sometimes fix crash issues.

[jmurph73]

I missed it when you mentioned it the first time. Was just so happy I was able to just log in even.

Just tried it, and it still crashes. But I appreciate the suggestion.

[Jeeqbit]

May be some other issue in that case, such as an incompatibility between the game and hardware (a bug), hardware itself, its drivers or installed programs running in the background that affect graphics or sound.