Frequently Asked Questions

PC troubleshooting

Please click on the questions below that match your issue to display relevant troubleshooting steps.


Please try the following steps depending on your situation:

1- Try a different internet browser.

2- If you have plug-ins active on your browser, deactivate them and use the default settings of your browser.

3- Create a new destination folder:Create a new folder with a name containing one-byte alphanumeric characters only.Try saving the game in this new folder.Also, if possible, try saving the game to a different hard disk.

4- Check the destination folder name:Make sure the names of the destination hard disk and folder are in one-byte alphanumeric characters.If not, change names to only use one-byte alphanumeric characters.

5- Check Windows login user name:Make sure the login user name only contains one-byte  alphanumeric characters.

6- Check if your current Windows user account has administrative rights:It is possible that the game cannot be saved to the hard disk due to a lack of administrative rights. Please ensure you log in using a Windows account with administrative rights.

7- Temporarily disable internet security program or malware and firewalls:There is a possibility that internet security programs and firewalls are interfering with the download. Please disable these functions or add exceptions in order to allow the download to proceed.

8- Because other applications may interfere with your installation, please close any non-essential applications running in the background:
The following steps can be followed to stop all unnecessary background applications via msconfig:

   i) If you are using Windows 7 or Windows 10, enter this character string in the search field near the bottom of the start menu:
    msconfig

   ii) The System Configuration window will be displayed
   Select the General tab and under the Startup Selection category, select Selective Startup.

   iii) Remove the check from the Load Startup Items box and press theApply button.

   iv) Upon clicking the OK button you will be prompted to restart your computer.
   Windows will restart with only essential applications running. Please then retry the installation.

Please note - The above instructions are performed at your own risk. Square Enix is not responsible for any damage or loss of data as a result of following these steps.



If an error occurs while the disc is being read or the installation does not start, the disc itself may be scratched, the drive lens on the optical drive may be dirty or the optical drive may be worn out.

Check if the game disc is scratched or dirty:
If the disc is dirty, please clean it with a soft cloth by gently wiping it from the centre of the disc outwards. Then retry installing the game. If the disc is scratched, the scratch itself cannot be removed. If you believe you are unable to install the game due to a scratched disc, please click on the Additional Assistance button at the bottom of this page to contact the Square Enix Support Centre.

If the disc is not scratched or dirty, please try the following steps:

1- Test whether or not the drive can read a different dual-layer discIf the optical drive is able to read another dual-layer disc, please skip to Step 3.

2- Try another optical drive:
If the disc can be read by another optical drive (e.g. another PC or other device), this means the original optical drive is experiencing difficulties. If this is the case, the drive lens on the optical drive may be dirty or the optical drive may be worn out. Please clean the lens of the optical drive and or update the driver software on the optical drive.

3- Test whether the contents of the optical drive can be read by the PC:
If you are using the Windows 7 operating system, please select Computer from the Start button and right click on the optical drive, then choose Open to test whether you can view the contents of the disc. If you can view the contents of the disc, please directly execute the installation by double clicking on the setup.exe file. If you are unable to view the contents of the disc even from the Computer menu, this means that Windows is unable to recognise the disc’s contents. The disc may be scratched, or the optical drive itself may be experiencing difficulties reading data, so please retry Steps 1 or 2.

4- Upgrade driver software:
Please update your chipset driver (driver software for the motherboard) or driver software on your optical drive. Please refer to your manufacturer guidelines for further assistance.



1- Check available free space on hard disk:
Please confirm that there is enough free space on the destination hard disk to install FINAL FANTASY XIV.In order to install FINAL FANTASY XIV, at least 20GB of free space is necessary.

2- Check Windows login user name:
Make sure the login user name only contains one-byte alphanumeric characters.

3- Check if your current Windows user account has administrative rights:
It is possible that the game data cannot be installed due to a lack of administrative rights. Pleas ensure that you log in using a Windows account with administrative rights.

4- Temporarily disable internet security programs such as anti-virus or malware and firewalls:
It is a possible that security programs and firewalls are interfering with the installation. Please disable these functions for files related to FINAL FANTASY XIV before installing.

5- Because other applications may interfere with your installation, please close any non-essential applications running in the background:
The following steps can be followed to stop all unnecessary background applications via msconfig:

   i) If you are using Windows 7 or Windows 10, enter this character string in the search field near the bottom of the start menu:
    msconfig

   ii) The System Configuration window will be displayed
   Select the General tab and under the Startup Selection category, select Selective Startup.

   iii) Remove the check from the Load Startup Items box and press theApply button.

   iv) Upon clicking the OK button you will be prompted to restart your computer.
   Windows will restart with only essential applications running. Please then retry the installation.

Please note - The above instructions are performed at your own risk. Square Enix is not responsible for any damage or loss of data as a result of following these steps.

- Check the administrative rights and name of the Windows user account.
(The account must have administrative rights and its name must contain only one-byte alphanumeric characters)
- HDD maintenance (Error checking, optimisation, clean up, defragment, etc)
- Update chipset driver (motherboard driver) - Please refer to your manfacturer's guidelines.
- OS (registry), If an InstallShield Wizard error is encountered, this is an error from the OS, please contact your operating system's customer support for further assistance.



If you are disconnected during play or logged out due to an unstable connection, there is a possibility of a data transmission issue.
Please try these steps to see if they resolve the issue.

1- Restart networking equipment:
Turn off the power of your networking equipment for 30 minutes to an hour.
Unnecessary data accumulated on the equipment will be reinitialised, possibly allowing for smoother transmission of data.

2- Update firmware of networking equipment:
Update your firmware*, the program running your networking equipment.
If the firmware is outdated, your networking equipment may not function properly, so please update your firmware before trying to log in again.
* Please refer to your manufacturer's guidelines and support when updating firmware. Also, even if your firmware is up to date, rewriting it may improve the situation.

3- Temporarily disable internet security programs such as anti-virus or malware and firewalls:
There is a possibility that security programs and firewalls are interfering with files related to the game. Please disable these functions for files related to   FINAL FANTASY XIV before trying to log in again. 

4- Check security services of your internet provider:
Depending on your internet provider or service plan, there may be security services included.
Please confirm that these security services permit online gaming.

5- Because other applications may interfere with the version update, please close any non-essential applications running in the background.
The following steps can be followed to stop all unnecessary background applications via msconfig: 

    i) If you are using Windows 7 or Windows 10, enter this character string in the search field near the bottom of the start menu:
     msconfig

    ii) The System Configuration window will be displayed.
   Select the General tab and under the Startup Selection category, select  Selective Startup.

    iii) Remove the check from the Load Startup Items box and press the   Apply button.

    iv) Upon clicking the OK button you will be prompted to restart your computer.
     Windows will restart with only essential applications running. Please then retry logging in.

Please note - The above instructions are performed at your own risk. Square Enix is not responsible for any damage or loss of data as a result of following these steps.

6- Remove routers:
In order to better diagnose the issue, please remove routers and hubs temporarily.
Please be aware that this may change your connection to a broadband connection. Please consult with your internet service provider for connection settings.

7- Check router settings:
Check the settings of security functions (such as SPI) for your router.
Please ensure that the following ports* have been opened:

▼TCP
54992~54994,55006~55007,55021~55040

* For details on how to forward ports, please consult with the manufacturer of your router.



The game shuts down abnormally and I am returned to my desktop.
In this event, it is likely that the game was shut down because the computer was unable to run a certain process.

Please try these steps to see if they resolve the issue.

1- Toggle between Windowed mode and Full screen mode
  Select Programs→SQUARE ENIX→FINAL FANTASY XIV→Activate FINAL FANTASY XIV Config
Configuration Button→Screen Settings Tab→Change screen settings in Screen Mode.

It is possible that changing the screen mode will allow the program to run properly.

2- Lower the resolution and reduce processes:
From FINAL FANTASY XIV Config and the in-game config menu, change settings to reduce graphical processes, such as shadows and textures.

3- Update graphics driver software:
If your graphics card drivers are outdated, the game may not run properly.
Please visit your graphic card manufacturer's website to obtain the latest drivers and support.

4- Temporarily disable internet security programs such as anti-virus or malware and firewalls:
There is a possibility that security programs and firewalls are interfering with files related to the game. Please disable these functions for files related to FINAL FANTASY XIV. Game files may be targeted by these functions, particularly following installation or version updates.

5- Remove any non-essential peripheral devices:
Remove any peripheral USB devices (gamepads, cameras, microphones, headsets, etc.) to create a more simple environment to run the program.
If the removing a certain device resolves the issue, we recommend updating the driver software for the specific device. Please consult the manual or official website for your peripheral device for instructions on updating drivers.

6- Because other applications may interfere with the version update, please close any non-essential applications running in the background.
The following steps can be followed to stop all unnecessary background applications via msconfig: 

    i) If you are using Windows 7 or Windows 10, enter this character string in the search field near the bottom of the start menu:
     msconfig

    ii) The System Configuration window will be displayed.
   Select the General tab and under the Startup Selection category, select  Selective Startup.

    iii) Remove the check from the Load Startup Items box and press the   Apply button.

    iv) Upon clicking the OK button you will be prompted to restart your computer.
     Windows will restart with only essential applications running. Please then retry logging in.

Please note - The above instructions are performed at your own risk. Square Enix is not responsible for any damage or loss of data as a result of following these steps.

6. Re-install FINAL FANTASY XIV.
If the data installed has been corrupted, a re-install may resolve the issue.

If your computer shut downs down automatically or you encounter blue error message screens, it is likely that there is an issue with the computer, hardware or OS. Please refer to your user manual and official manufacturer's for support.
Hard drive maintenance (defragmentation or disk clean up) may help in these cases.



If you are unable to perform a version update successfully after activating the game client, there is a possibility of a transmission issue.
Please try these steps to see if they resolve the issue.

1- Restart networking equipment:
Turn off the power of your networking equipment for 30 minutes to an hour.
Unnecessary data accumulated on the equipment will be reinitialised, possibly allowing for smoother transmission of data.

2- Update firmware of networking equipment:
Update your firmware* the program running your networking equipment.
If the firmware is outdated, your networking equipment may not function properly, so please update your firmware before trying the version update again.
* Please refer to your manufacturer's guidelines and support when updating firmware. Also, even if your firmware is up to date, rewriting it may improve the situation.

3- Temporarily disable internet security programs such as anti-virus or malware and firewalls:
There is a possibility that security programs and firewalls are interfering with files related to the game. Please disable these functions for files related to   FINAL FANTASY XIV before trying the version update again.

4- Check with your internet provider about any port or bandwidth restrictions or throttling:
Depending on your internet provider or service plan, limitations may be in place on your internet connection. Please confirm that your current service plan permits online gaming.

5- Because other applications may interfere with the version update, please close any non-essential applications running in the background.
The following steps can be followed to stop all unnecessary background applications via msconfig: 

    i) If you are using Windows 7 or Windows 10, enter this character string in the search field near the bottom of the start menu:
     msconfig

    ii) The System Configuration window will be displayed.
   Select the General tab and under the Startup Selection category, select  Selective Startup.

    iii) Remove the check from the Load Startup Items box and press the   Apply button.

    iv) Upon clicking the OK button you will be prompted to restart your computer.
     Windows will restart with only essential applications running. Please then retry logging in.

Please note - The above instructions are performed at your own risk. Square Enix is not responsible for any damage or loss of data as a result of following these steps.

6- Remove routers:
In order to better diagnose the issue, please remove routers and hubs temporarily.
Please be aware that this may change your connection to a broadband connection. Please consult with your internet service provider for connection settings.

7- Check router settings:
Check the settings of security functions (such as SPI) for your router.
Please ensure that the following ports* have been opened:

▼TCP
54992~54994,55006~55007,55021~55040

If your computer or network equipment has a UPnP function active, the ports will be opened automatically.

* For details on how to forward ports, please consult with the manufacturer of your router.




FAQ Article: 72882
FAQ Category: [Product Specifications] [Technical and In-Game Support] / FAQ Sub-category: [3rd Party Hardware] [Crash / Freeze] [Freeze] [Installation] [Sound] [Connectivity / Network] [Update / Patch] [Video / Graphics] [Freeze] [Video / Graphics] [Sound] [Connectivity / Network] [Peripheral Device]


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