topic What about Mac users? in Get your taxes done using TurboTax

Update and state download not working. Update progress window just stays frozen. Is there another way to get state (using deluxe/with state product online)

jlawson417 — Mon, 03 Jun 2019 17:54:40 GMT

Please try to update TurboTax manually by following the i...

Boopesh — Mon, 03 Jun 2019 17:54:41 GMT

Please try to update TurboTax manually by following the instructions given in the following FAQ.

https://ttlc.intuit.com/replies/3301973

Hope this helps.

What about Mac users?

waltzb — Mon, 03 Jun 2019 17:54:42 GMT

What about Mac users?

Re: Please try to update TurboTax manually by following the i...

Hangtime31 — Wed, 01 Jan 2020 11:59:17 GMT

This solution did not work.

Re: Please try to update TurboTax manually by following the i...

Butch07 — Mon, 27 Jan 2020 20:45:09 GMT

This didn't work for me also. My state tax is supposed to be downloaded, but I cannot access it.

Re: Update and state download not working. Update progress window just stays frozen. Is there ano...

KathrynG3 — Tue, 28 Jan 2020 20:24:51 GMT

@jlawson417 I recommend you open the program in Chrome. If you are already using Chrome, please try checking if your device meets system requirements and clearing cache and cookies. This should get you past the freeze.

@waltzb see this Troubleshoot for Mac update article

For your state issue, try reinstalling/downloading the state. @DavidD66 suggests:

For TurboTax Desktop for Mac version to remove the state:

In the very upper menu next to the apple and TurboTax...FILE
Remove * State Data
Are you sure you want to remove it? Remove

For TurboTax Desktop for Windows version to remove the state:

In the black ribbon, click File>Remove State Return>highlight the state, click Remove
Are you sure you want to proceed? Yes

Re: Update and state download not working. Update progress window just stays frozen. Is there ano...

Butch07 — Wed, 29 Jan 2020 12:13:49 GMT

There is no state tax form listed in the remove option. My program tells me I am up to date when I import the state.

Re: Update and state download not working. Update progress window just stays frozen. Is there ano...

JakailaLO — Wed, 29 Jan 2020 16:07:44 GMT

We recommend downloading your TurboTax for Windows software to your Desktop or Downloads folder so you can find it easily.

You can also search your system for the file:

TurboTax Basic through Business: Search for w_turbotax
TurboTax State: Search for w_state(replace state with the actual state name, e.g. w_ohio, w_new_york, etc.)

Still can't find it? Download it again and save it to where you know you can find it – your desktop is a good place.

https://ttlc.intuit.com/community/installing/help/how-do-i-download-the-software-i-purchased-at-turbotax-com/00/26075

Re: Update and state download not working. Update progress window just stays frozen. Is there ano...

kelleymmorgan — Sat, 01 Feb 2020 00:25:58 GMT

Same. I'm super frustrated.

Re: Update and state download not working. Update progress window just stays frozen. Is there ano...

JVS1 — Sat, 01 Feb 2020 04:45:08 GMT

I have the same issue with Turbotax Deluxe 2019. I try to download the state and I get an Updater window saying "Getting Your State". Then I get another window saying "Your software is up to date".

However, the state is not downloaded and not available to me. Super frustrating ...

Re: Update and state download not working. Update progress window just stays frozen. Is there ano...

vang2k — Sat, 01 Feb 2020 05:40:43 GMT

I was spending a few hours trying to figure out why the state would not work. I got it to work on a laptop but my desktop kept freezing. Forget trying to wait on hold for 1-2hrs. This fix was so easy! The repair and uninstall or deleting registry keys is a total waste of time.

Use the method below to save yourself from your headaches

Finally figured out how to fix the state not wanting to download and it keeps refreshing to download the state.

First of all if you have an older version of Turbotax like 2018 go copy the folder named cai_18 in the forms folder

ex:

C:\Program Files (x86)\TurboTax\Deluxe 2018\Forms\cai_18

ex:

C:\Program Files (x86)\TurboTax\Deluxe 2019\Forms\cai_19

If you don't have this folder you can make a new folder with that name and copy it over

I highly recommend if you can find an older TurboTax software from 2018 copy that folder into the 2019 forms

1) Start up your Turbotax 2019. Once you copy over the cai_19 folder into the forms folder, you will notice the state installation wanting to begin. Let it update.

2) It will install the California state or whatever state you are in successfully. You'll notice the program close and restart.

2) Let it install and you'll notice when you go back to update it actually installs the state correctly

3) Go back and click on your state refund (show me) and now when you click it the number will give you a actual $$ amount versus having to download the state box in a endless loop.

Problems should be solved. Your welcome.

Re: Update and state download not working. Update progress window just stays frozen. Is there ano...

tri4autism — Sat, 01 Feb 2020 12:49:20 GMT

Same/similar issue... using Turbotax 2019 Deluxe DL from Amazon. Went through Federal, downloaded my State and it's there with a Start button but when I click on it, it gives me the whole "Let's download a State" all over again. Goes in circles.

I've tried uninstalling/reinstalling the app with no luck.

Re: Update and state download not working. Update progress window just stays frozen. Is there ano...

JVS1 — Sat, 01 Feb 2020 16:30:01 GMT

Hi, thanks for try to help.

I copied the cai_18 folder to the "C:\Program Files (x86)\TurboTax\Deluxe 2019\Forms\" folder as suggested. I started the Turbotax and it did not help to download the CA state.
Then I renamed the cai_18 folder to cai_19 and tried to start Turbotax again - also did not work :(

Any other ideas?

Re: Update and state download not working. Update progress window just stays frozen. Is there ano...

JVS1 — Sun, 02 Feb 2020 04:00:59 GMT

Resolved:
I called Turbotax Customer Support [phone number removed]) and explained the situation. They sent me a link for my state download - I downloaded my state and installed it. Works OK.

Re: Update and state download not working. Update progress window just stays frozen. Is there another way to get state (using deluxe/with state product online)

TouThao — Sun, 02 Feb 2020 22:54:01 GMT

I'm having the same problem. Can you provide the download link??

Re: Update and state download not working. Update progress window just stays frozen. Is there another way to get state (using deluxe/with state product online)

TouThao — Sun, 02 Feb 2020 23:55:24 GMT

Just a follow up. If you are using Chrome, you need to go clear all of your browsing/cookies/caches and then restart your computer and then start turbotax again. I was able to download and install my free CA state this way.

Re: Update and state download not working. Update progress window just stays frozen. Is there another way to get state (using deluxe/with state product online)

JVS1 — Mon, 03 Feb 2020 04:23:53 GMT

The link I received was a link to my Intuit account (download section) where I found a download button for the Windows 10 version of my state. I guess this would not work for anyone. Suggest to call them, let them know your OS version and the state you need to download.

Re: Update and state download not working. Update progress window just stays frozen. Is there another way to get state (using deluxe/with state product online)

tri4autism — Mon, 03 Feb 2020 13:39:05 GMT

I spent a little over two hours on the phone with a rep and never got it fixed. They even remoted into the laptop I was having the issue on. We uninstalled/reinstalled/rebooted and even got the direct state download from the intuit site... none of it worked. Things were going no where as we were running in circles.

I gave up and tried to install it on my laptop and it worked... so my wife will have to use that since something about her laptops environment is not allowing the State portion of Turbotax 2019 is problematic for some reason.

She does have Turbotax 2018 installed on her laptop... I should uninstall it and see how that impacts the State working.

Re: Update and state download not working. Update progress window just stays frozen. Is there another way to get state (using deluxe/with state product online)

RonCzap — Tue, 04 Feb 2020 03:03:48 GMT

I had the same problem on my Windows 10 computer. Every time I clicked START for my KY state return it popped up a dialog box to download it but I could never get into it - a vicious loop...

I spent quite a while talking to support. They told me to get another state and gave me a download that would not cost me extra. Tried that twice. Then tried uninstall and reinstall - no joy. They said others were having the same issue and she would escalate the problem to the next level of support and I would get a call. That was Jan 31 - haven't heard back yet.

I uninstalled it and found many, many registry entries that were not removed and several folders/files also left over. That is a lousy way to uninstall a program - it should remove all that junk!

Over the weekend I remembered that I had installed it on my old Windows 7 computer.

The update downloaded the KY State return and I was able to complete it with no problem!!

I E-filed the Federal return and saved everything in PDF format.

I'm not very pleased with TurboTax this year - I have used it with no problems since at least 2002.

Re: Update and state download not working. Update progress window just stays frozen. Is there another way to get state (using deluxe/with state product online)

djboyag — Tue, 04 Feb 2020 03:15:35 GMT

I had the same issue yesterday running into the loop. I spent 2 hours on the phone with a rep that had absolutely no technical skills whatsoever. She kept telling me to do things she already watched me do numerous times and at the end told me that I had to file federal taxes before I could do the state. I laughed and said I have been doing TurboTax for 15 years to fall for that.

I tried on my laptop today and it worked. So as one of the suggestions before took the old 2018 Forms files from the C:\Program Files (x86)\TurboTax\Deluxe 2019\Forms\XXi_18 (XX being your State abbreviation), I copied the C:\Program Files (x86)\TurboTax\Deluxe 2019\Forms\XXi_19 directory from the working machine and placed it in the C:\Program Files (x86)\TurboTax\Deluxe 2019\Forms of the non-working machine. Relaunched TurboTax 2019 and hoooorah...the state finally registered! Not a real solution, but its a workaround if you have another computer to install TurboTax on.