I just got on yesterday had the same issues, I found that if I put my desktop and game to 1280x720 or near it cxl'ed the booting me to login. I had tried like 4 different res combo's unsuccessfully so if that doesn't work try another combo.
If that doesn't work tell him to try and update all his drivers especially the ones you normally wouldn't think of.
I am new too so looking for friends and also for info on quests and vender locations I forget how difficult the game is when theres no maps! Friccan awesome!
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