I play the game on PC the only other applications open are steam, discord and chrome that is all i really use. It appears within a few seconds of trying to load the cutscene. I have tried to verify the game files and enter a different server and load the cutscene, making sure all drivers and applications are up to date then restarting the pc. I only have one extra character but it is still in ARR so i can not test that out.
here is the system report :



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

MyDocument C:\Users\Nicole\Documents
FINAL FANTASY XIV ONLINE N:\Final fantasy 14\SquareEnix
FINAL FANTASY XIV - A Realm Reborn Language 1 Region 3
ProxyEnable 0
ProxyServer unspecified
ProxyOverride unspecified


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

SYSTEM_OS Windows 10 Pro 64-bit (6.2, Build 9200) (19041.vb_release.191206-1406)
SYSTEM_CPU AMD Ryzen 5 5600X 6-Core Processor (12 CPUs), ~3.7GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 12 SYSTEM_CORE_PHYSICS 6
SYSTEM_BIOS BIOS Date: 11/14/22 16:21:15 Ver: 05.00011
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 16307.684MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 35763.684MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 930.910GB SYSTEM_FREEDISC_SPACE 417.663GB
SYSTEM_STORAGE E:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 223.568GB SYSTEM_FREEDISC_SPACE 188.604GB
SYSTEM_STORAGE N:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 931.511GB SYSTEM_FREEDISC_SPACE 514.089GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS NVIDIA GeForce GTX 1060 6GB
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP NVIDIA GeForce GTX 1060 6GB
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 6029.000 MB
SYSTEM_GRAPHICS_SHARED_VRAM 8153.842 MB
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (60Hz)
SYSTEM_GRAPHICS_DRIVER C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_362f239e9bd019fc\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_362f239e9bd019fc\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_362f239e9bd019fc\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_362f239e9bd019fc\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 31.00.0015.5186
SYSTEM_GRAPHICS_DRIVER_DATE 3/12/2024 01:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_SOUND Headset Earphone (9- Astro MixAmp Pro Voice)
SYSTEM_SOUND_DEVICE_ID {700351D4-6F97-4EF3-A716-F617A3CA9C98}
SYSTEM_SOUND_DEVICE_NAME USBAUDIO.sys
SYSTEM_SOUND_DRIVER_VERSION 10.0.19041.3636
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 10/19/2023 01:00:00
SYSTEM_SOUND Speakers (Wireless Controller)
SYSTEM_SOUND_DEVICE_ID {A220A2B6-6A8E-43A2-AA85-36E601A9DCB8}
SYSTEM_SOUND_DEVICE_NAME USBAUDIO.sys
SYSTEM_SOUND_DRIVER_VERSION 10.0.19041.3636
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 10/19/2023 01:00:00
SYSTEM_INPUT {6F1D2B60-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 3 SYSTEM_GAMEPAD_BUTTON 8 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 {8133F710-AF59-11ED-8001444553540000}
SYSTEM_INPUT_NAME ITE Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {81623300-AF59-11ED-8002444553540000}
SYSTEM_INPUT_NAME ITE Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {ED08B5A0-BAC7-11E9-8001444553540000}
SYSTEM_INPUT_NAME CORSAIR K70 RGB MK.2 Mechanical Gaming Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 4096 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {ED092AD0-BAC7-11E9-8002444553540000}
SYSTEM_INPUT_NAME CORSAIR K70 RGB MK.2 Mechanical Gaming Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {ED0951E0-BAC7-11E9-8003444553540000}
SYSTEM_INPUT_NAME CORSAIR K70 RGB MK.2 Mechanical Gaming Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {ED0B26A0-BAC7-11E9-8006444553540000}
SYSTEM_INPUT_NAME Corsair composite virtual input device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1024 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {ED09C710-BAC7-11E9-8004444553540000}
SYSTEM_INPUT_NAME CORSAIR K70 RGB MK.2 Mechanical Gaming Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {16736CE0-C8C1-11ED-8001444553540000}
SYSTEM_INPUT_NAME Wireless Controller
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 6 SYSTEM_GAMEPAD_BUTTON 15 SYSTEM_GAMEPAD_FOV 1
SYSTEM_INPUT {79A687B0-8C84-11EA-8001444553540000}
SYSTEM_INPUT_NAME G PRO Gaming Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 652 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {79A7C030-8C84-11EA-8002444553540000}
SYSTEM_INPUT_NAME G PRO Gaming Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {79A80E50-8C84-11EA-8003444553540000}
SYSTEM_INPUT_NAME G PRO Gaming Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {79A85C70-8C84-11EA-8004444553540000}
SYSTEM_INPUT_NAME G PRO Gaming Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0


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

FFXIVLauncher
Microsoft Text Input Application
NVIDIA GeForce Overlay
Settings
Settings
@Becky - Discord
Steam
Unexpected error 17 - Google Chrome


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

Advanced Combat Tracker (remove only)
AMD Chipset Software
Battle.net
Google Chrome
HiSuite
ASUS GPU TweakII
Microsoft Edge
Microsoft Edge Update
Microsoft Edge WebView2 Runtime
Npcap
OBS Studio
Steam
Ubisoft Connect
EA app
Microsoft .NET Core 3.1 Templates 3.1.426 (x86)
Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.30501
Microsoft Windows Desktop Runtime - 3.1.32 (x64)
Microsoft .NET Core Targeting Pack - 3.1.0 (x86)
Microsoft Visual C++ 2013 x86 Minimum Runtime - 12.0.21005
Microsoft Windows Desktop Targeting Pack - 3.1.0 (x86)
Microsoft GameInput
Microsoft Windows Desktop Runtime - 3.1.32 (x86)
ASUS GPU TweakII
FINAL FANTASY XIV ONLINE
Microsoft Visual C++ 2012 Redistributable (x86) - 11.0.61030
Microsoft .NET Core Host - 3.1.32 (x86)
Microsoft Visual C++ 2015-2022 Redistributable (x86) - 14.36.32532
Launcher Prerequisites (x64)
The Sims™ 4
The Sims™ 4 Paranormal Stuff Pack
The Sims™ 4 Snowy Escape
Microsoft ASP.NET Core 3.1.10 Targeting Pack (x86)
TP-Link TL-WN822N
Microsoft .NET Core AppHost Pack - 3.1.32 (x86_arm)
Microsoft Visual C++ 2005 Redistributable
Microsoft Visual C++ 2022 X86 Minimum Runtime - 14.36.32532
Microsoft .NET Standard Targeting Pack - 2.1.0 (x86)
Epic Online Services
AMD PCI Driver
Microsoft .NET Core Runtime - 3.1.32 (x86)
Realtek Ethernet Controller Driver
Microsoft Visual C++ 2015-2022 Redistributable (x64) - 14.36.32532
Microsoft ASP.NET Core 3.1.10 Targeting Pack (x86)
AMD PSP Driver
ASTRO Command Center
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.6161
Microsoft .NET Core Toolset 3.1.426 (x86)
AMD Ryzen Balanced Driver
AMD SBxxx SMBus Driver
Microsoft Visual C++ 2012 x86 Additional Runtime - 11.0.61030
Promontory_GPIO Driver
Microsoft Windows Desktop Runtime - 6.0.28 (x64)
Microsoft Visual C++ 2012 x86 Minimum Runtime - 11.0.61030
Microsoft Visual C++ 2022 X86 Additional Runtime - 14.36.32532
Microsoft ASP.NET Core 3.1.32 Shared Framework (x86)
Microsoft .NET Core AppHost Pack - 3.1.32 (x86)
Microsoft Visual C++ 2012 Redistributable (x64) - 11.0.61030
Microsoft .NET Core Host FX Resolver - 3.1.32 (x86)
Microsoft .NET Core SDK 3.1.426 (x86)
Microsoft XNA Framework Redistributable 4.0 Refresh
AMD_Chipset_Drivers
Microsoft .NET Core AppHost Pack - 3.1.32 (x86_arm64)
AMD GPIO2 Driver
Microsoft .NET Core AppHost Pack - 3.1.32 (x86_x64)
Microsoft Visual C++ 2010 x86 Redistributable - 10.0.40219
Realtek Audio Driver
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.30501
Microsoft Visual C++ 2013 x86 Additional Runtime - 12.0.21005
Epic Games Launcher
Avast Free Antivirus
CCleaner
CPUID HWMonitor 1.42
Defraggler
Baldur's Gate 3
Disney Dreamlight Valley
Coloring Game 4
Persona 5 Royal
Dragon's Dogma: Dark Arisen
Microsoft Visual C++ 2022 X64 Additional Runtime - 14.36.32532
MiniTool Partition Wizard Free 10
Microsoft Visual C++ 2010 x64 Redistributable - 10.0.40219
Microsoft Update Health Tools
Malwarebytes version 4.6.9.314
Microsoft Visual C++ 2012 x64 Additional Runtime - 11.0.61030
Microsoft Windows Desktop Runtime - 6.0.28 (x64)
Microsoft .NET Runtime - 6.0.28 (x64)
Microsoft Windows Desktop Runtime - 3.1.32 (x64)
Microsoft Visual C++ 2008 Redistributable - x64 9.0.30729.6161
Windows PC Health Check
Microsoft .NET Host FX Resolver - 6.0.28 (x64)
Windows PC Health Check
Microsoft Visual C++ 2008 Redistributable - x64 9.0.30729.17
Microsoft SQL Server Compact 4.0 x64 ENU
Microsoft .NET Core Host - 3.1.32 (x64)
Microsoft Visual C++ 2013 x64 Additional Runtime - 12.0.21005
Microsoft .NET Core Runtime - 3.1.32 (x64)
Microsoft Visual C++ 2013 x64 Minimum Runtime - 12.0.21005
Corsair iCUE5 Software
Microsoft .NET Core Host FX Resolver - 3.1.32 (x64)
NVIDIA Graphics Driver 551.86
NVIDIA GeForce Experience 3.27.0.120
NVIDIA Optimus Update 39.5.0.0
NVIDIA PhysX System Software 9.21.0713
NVIDIA Update 39.5.0.0
NVIDIA FrameView SDK 1.3.8513.32290073
NVIDIA SHIELD Streaming
NVIDIA GPX Common OSS binaries (POCO, OpenSSL, libprotobuf)
NVIDIA HD Audio Driver 1.3.40.14
NVIDIA Install Application
NVIDIA Backend
NVIDIA Container
NVIDIA TelemetryApi helper for NvContainer
NVIDIA LocalSystem Container
NVIDIA Message Bus for NvContainer
NVIDIA NVAPI Monitor plugin for NvContainer
NVIDIA NetworkService Container
NVIDIA Session Container
NVIDIA User Container
NVIDIA NvModuleTracker
NVIDIA NodeJS
NVIDIA Watchdog Plugin for NvContainer
NVIDIA Telemetry Client
NVIDIA Virtual Host Controller
Nvidia Share
NVIDIA ShadowPlay 3.27.0.120
NVIDIA SHIELD Wireless Controller Driver
NVIDIA Update Core
NVIDIA Virtual Audio 4.49.0.0
Update for Windows 10 for x64-based Systems (KB5001716)
EA app
Microsoft .NET Host - 6.0.28 (x64)
Microsoft Visual C++ 2012 x64 Minimum Runtime - 11.0.61030
Microsoft Visual C++ 2022 X64 Minimum Runtime - 14.36.32532
Paradox Launcher v2


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

C:\Program Files (x86)\Google\Chrome\Application\chrome.exe 00004AB0
C:\Program Files (x86)\Microsoft\Edge\Application\msedge.exe 0000283C
C:\Program Files (x86)\NVIDIA Corporation\NvNode\NVIDIA Web Helper.exe 00005010
C:\Program Files (x86)\Steam\Steam.exe 00004378
C:\Program Files (x86)\Steam\bin\cef\cef.win7x64\steamwebhelper.exe 0000455C
C:\Program Files\AVAST Software\Avast\AvastUI.exe 00003220
C:\Program Files\AVAST Software\Avast\aswEngSrv.exe 00001E94
C:\Program Files\Corsair\Corsair iCUE5 Software\QmlRenderer.exe 000026F4
C:\Program Files\Corsair\Corsair iCUE5 Software\crashpad_handler.exe 000005C8
C:\Program Files\Corsair\Corsair iCUE5 Software\iCUE.exe 000033CC
C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe 00001BE0
C:\Program Files\NVIDIA Corporation\NVIDIA GeForce Experience\NVIDIA Share.exe 00004FD4
C:\Program Files\NVIDIA Corporation\NvContainer\nvcontainer.exe 00001DEC
C:\Program Files\NVIDIA Corporation\ShadowPlay\nvsphelper64.exe 0000297C
C:\Program Files\WindowsApps\Microsoft.GamingApp_2402.1001.26.0_x64__8wekyb3d8bbwe\XboxGameBarWidgets.exe 000033E8
C:\Program Files\WindowsApps\Microsoft.GamingApp_2402.1001.26.0_x64__8wekyb3d8bbwe\XboxPcAppFT.exe 00000AB4
C:\Program Files\WindowsApps\Microsoft.YourPhone_1.24021.105.0_x64__8wekyb3d8bbwe\PhoneExperienceHost.exe 00001B6C
C:\Users\Nicole\AppData\Local\Discord\app-1.0.9037\Discord.exe 000034AC
C:\WINDOWS\Explorer.EXE 00003C80
C:\WINDOWS\SystemApps\Microsoft.Windows.Search_cw5n1h2txyewy\SearchApp.exe 00001B68
C:\WINDOWS\SystemApps\Microsoft.Windows.StartMenuExperienceHost_cw5n1h2txyewy\StartMenuExperienceHost.exe 000053A0
C:\WINDOWS\SystemApps\MicrosoftWindows.Client.CBS_cw5n1h2txyewy\TextInputHost.exe 00000C34
C:\WINDOWS\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe 00002918
C:\WINDOWS\system32\ApplicationFrameHost.exe 00003ED4
C:\WINDOWS\system32\SearchFilterHost.exe 00004DB8
C:\WINDOWS\system32\Windows.Media.BackgroundPlayback.exe 00003FC0
C:\WINDOWS\system32\conhost.exe 00003878
C:\WINDOWS\system32\ctfmon.exe 00001490
C:\WINDOWS\system32\sihost.exe 00000214
C:\WINDOWS\system32\svchost.exe 00005540
C:\WINDOWS\system32\taskhostw.exe 00000FB4
C:\Windows\ImmersiveControlPanel\SystemSettings.exe 000031CC
C:\Windows\System32\CompPkgSrv.exe 00005588
C:\Windows\System32\DriverStore\FileRepository\realtekservice.inf_amd64_ee6fe91a35eb809c\RtkAudUService64.exe 00002174
C:\Windows\System32\RuntimeBroker.exe 00002EC8
C:\Windows\System32\SystemSettingsBroker.exe 000020F8
C:\Windows\System32\oobe\UserOOBEBroker.exe 00003F20
C:\Windows\System32\smartscreen.exe 00004B14
N:\Final fantasy 14\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivlauncher64.exe 00003FEC
N:\Final fantasy 14\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivsysinfo64.exe 00000718


Thanks for your time