When someone looks at your return on the phone, they do not have a diagnostic copy. Sending a diagnostic copy allows us to see the entries on your return and see where they are coming from and if there is an error in calculations or something else going on. It does remove your personal info such as your name, address and ssn. When we are not able to reproduce an issue, and it is not in the list of known issues, the first step is to look at the diagnostic copy, then we can escalate it if we can verify that there is an error in TurboTax or provide the customer a solution so they can finish their taxes.
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