topic Re: Not connected to internet in Get your taxes done using TurboTax

Not connected to internet

cafoster123 — Wed, 12 Mar 2025 14:19:54 GMT

When trying to register my TurboTax Premier, I get the dreaded "Not connected to the Internet error. I have seen many similar references to the same problem in the Community pages, and I have personally talked to two separate individuals at the 1-800 number for TurboTax. I have done everything called out in the forums with the same lack of success. However, I have also come across a log that should clearly show what is the problems if someone at Intuit knows how to interpret. And I am posting here since TurboTax does not give out an e-mail address to submit items, and this would be very hard to cover over the phone. So here is the latest in the log file

TurboTax PID(7380) TID(16) 2024.47.21.33 3/12/25 10:11:54:301 AM ERROR Intuit.Spc.Authorization.AuthorizationClient "Intuit.Spc.Authorization.NetworkCommunicationException: Access is denied.
---> System.Security.Cryptography.CryptographicException: Access is denied.

at System.Security.Cryptography.ProtectedData.Protect(Byte[] userData, Byte[] optionalEntropy, DataProtectionScope scope)
at Intuit.Spc.Authorization.Internal.DataStorage.LocalSecureDataAccessor.<SaveAsync>d__10.MoveNext()
--- End of stack trace from previous location where exception was thrown ---
at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
at Intuit.Spc.Authorization.Internal.DataStorage.SecureDataAccessor.<SaveClientIdAndSecretAsync>d__27.MoveNext()
--- End of stack trace from previous location where exception was thrown ---
at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
at Intuit.Spc.Authorization.Internal.Transactions.ActivateClient.ActivateClientTransaction.<HandleResponseMessageAsync>d__2.MoveNext()
--- End of stack trace from previous location where exception was thrown ---
at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
at Intuit.Spc.Authorization.AuthorizationClient.<ActivateInternalAsync>d__46.MoveNext()
--- End of inner exception stack trace ---
at Intuit.Spc.Authorization.NetworkCommunicationException.CreateNetworkCommunicationException(Exception exception, HttpRequestMessage httpRequestMessage)
at Intuit.Spc.Authorization.Internal.Transactions.HttpTransaction.HandleResponseError(Exception exception, HttpRequestMessage httpRequestMessage)
at Intuit.Spc.Authorization.AuthorizationClient.<ActivateInternalAsync>d__46.MoveNext()
--- End of stack trace from previous location where exception was thrown ---
at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
at Intuit.Spc.Authorization.AuthorizationClient.<CreateWebSignInRequestAsync>d__50.MoveNext()"

Re: Not connected to internet

MarilynG1 — Wed, 19 Mar 2025 19:10:10 GMT

We are looking at your post, and need to ask whether you have WRITE access to the C:\ProgramData\Microsoft\Crypto\RSA\MachineKeys folder, or if you can grant the access if it lacks.

Once you have granted Write access, restart your computer and see if this resolves your issue. Let us know your outcome, thanks!

@cafoster123

Re: Not connected to internet

cafoster123 — Wed, 19 Mar 2025 23:17:45 GMT

@MarilynG1

I was hopeful that this was the fix but unfortunately it was not. I did not have Write access, but neither Write access, nor "All Access" fixed the problem (yes, machine was restarted each time after changes) - I still get the "Not connected to Internet" screen.

Here is what my settings look like

Re: Not connected to internet

MarilynG1 — Thu, 20 Mar 2025 03:02:52 GMT

I will pass along your info, but no guarantees.

Not to be redundant, but have you tried uninstalling TurboTax, turning off all anti-virus programs, and re-installing?

Clearing your browser history for all time, before re-installing?

Setting up a new account in Windows for all TurboTax stuff?

Changing Internet Security settings from Medium-High (default) to Medium?

Running as Administrator?

@cafoster123

Re: Not connected to internet

cafoster123 — Thu, 20 Mar 2025 13:12:58 GMT

@MarilynG1

I have tried everything on your list except setting up a new user account for TurboTax stuff - but I think there is a real problem with the software if that is what it takes to install properly. To me that is a "fix" (if it even works) that a customer should not have to do.