My friend is trying to play the game on his laptop. Everything works great up until he receives his NPC linkpearl from Momodi in Ul'Dah. After that, the screen fades to dark and the dialogue box comes up with the blue text explaining the Linkpearl. After the first box comes up he cannot proceed any further. No amount of button-pressing, keyboard smashing, screaming, pleaing, waiting, laughing manically or crying will force it to continue. It just stops at that point.

Windows Font is turned off. All graphical settings are set to their lowest point. The game was only installed once. He has not tried to make a new character in a different city.

Does the game need to be reinstalled?