Oops! It appears there was a drop in our connection comes up when I try to get my return started internet is fine for everything except TT. How can I get to my return?

[vmkenning]

"Oops! It appears there was a drop in our connection." comes up every time I try to get my return started.  My internet is fine for everything except TurboTax.  I have tried multiple times over the past week with always the same problem.

If I can't get into my return soon, I will have to use a different company, even though I have used TurboTax for years.

[AmandaLO]

Please try and close completely out of the browser then go back in.  

Troubleshoot E-filing Transmission Issues:

https://ttlc.intuit.com/replies/3300688

You can also try and clear the cache/cookies in your browser as well.  Please see below for detailed instructions on how to do this:

https://ttlc.intuit.com/replies/3301745
https://ttlc.intuit.com/replies/3302272

If the above suggestions do not work, you may want to try another internet browser. 

If your still unable to transmit your return after trying the above steps please contact TurboTax Support.

https://ttlc.intuit.com/replies/3300041

*TurboTax automatically saves your work every time you move to a new screen, in case you lose your connection.

[rickeywl]

I have tried all the above, three different browser and still does not work.

Oops! It appears there was a drop in our connection

[CarissaM]

Since none of the above has worked, please contact our customer support specialists by clicking here.

[jacob26]

Were you ever able to fix this issue? I am having this issue now. Currently on the phone with support and they are no use either.

[justthetax]

I also have this issue. This is like the Y2K bug that finally materialized in 2021. I have called customer service two times. Four techs have witnessed the error message and they told me "its your internet connection". I tried four different internet connections in two states (SC and NY), my ATT mobile hotspot, company internet, and home internet on three different devices and four browsers. This is surely not a problem with my internet connection. Cookies cleared, devices restarted, updated. I can log in and even download previous years of info, but when I try to edit by clicking on the center buttons the same message pops up. 

I'm not sure if everyone with this issue has a common track or, but the one strange thing I did this year is saving most of my work on TurboTax in December 2020 (when I had no trouble logging in). I wonder if some changes in the system related to updated tax laws or something cause a glitch when they updated the website? 

I assume that many more people have this issue but did not take the time to post yet. I have also looked at the Developer Tools in a few browsers and there are several error message there. I'm not a programmer but this seems like something pretty simple for the developers to look at and troubleshoot very quickly.  

Please help, and escalate this to the best in your business.

[fanfare]

are you in one of those areas where internet service is poor?

i.e. not high-speed ?

This can cause problems.

Believe it or not there are still programs out there that are not Y2K ready. I ran into one a few months ago. I forget what program it was.

[kongf2012]

I am having the same issue as well.  Intuit, when so many users report the same problem, can you wake up and not pretend this is an Internet Connection issue??? I have Verizon FiOS 150MB. The internet is super fast!!! This is clearly a software issue! 

[jjhart9869]

I had the same problem all day today.  I am able to log in but once I try to return to where i left off entering my income, I get the Oops error.  Spent about 20 minutes on the phone with a very nice customer service rep but she couldn't get anyone from tech support on the phone so now I just have to wait, I guess.  Been using Turbotax for 6 years now.  Never had this issue before.

[ravenscroft]

Same problem here.  It was working fine until I imported data (a lot) from one specific financial institution.  I think it was too much for the system to handle and it times out.  Now I get this error whenever I try to do anything.  Oh well.

[jjhart9869]

Same for me. Mine is Fidelity.  I knew I should have manually entered but I thought I'd give TurboTax a shot. Big mistake. Wonder if TurboTax could reset it. Guess I'd find out if I could get tech support on the phone.

[ravenscroft]

I have been on the phone with turbotax support for an hour and thirty minutes and they are still questioning my internet connection.  I am talking to a tier 1 agent and she is messaging with the tier 2 support person.  This is very frustrating when I know it was the imported data that is causing the issue.

[jjhart9869]

Please let me know what happens.  I plan to be on the phone with them tomorrow.  Power here has been out for 60 hours. You can email me at [email address removed] 

[ravenscroft]

Not promising.  They are telling me to create a new account.  Because I can't get into my return, I can't even choose the "clear and start over" option.  I might have to pick a new software to use.

[jjhart9869]

Can you create a new account and pull in your info from last year? Can they help you do that?