topic Re: Error message “Oops! It appears there was a drop in our connection” issue in Get your taxes done using TurboTax

Error message “Oops! It appears there was a drop in our connection” issue

cache00 — Fri, 05 Feb 2021 02:16:06 GMT

I was almost done with my taxes and I got this error message. After that I haven’t been able to access my taxes or see any other info, it’s extremely annoying. I went through all troubleshooting steps and nothing works...cleaned cookies, used diff browsers, restarted internet, used incognito. This is unreal. I called customer service and they can’t help. Where is the IT dept for God’s sake? I’m gonna have to use a diff company.

Re: Error message “Oops! It appears there was a drop in our connection” issue

EbonyL122824 — Wed, 13 Apr 2022 18:10:16 GMT

This is a known error and is currently being worked on.

Re: Error message “Oops! It appears there was a drop in our connection” issue

cache00 — Thu, 11 Feb 2021 03:37:04 GMT

This is a known issue that seems it will never get resolved. Shame on INTUIT!

Re: Error message “Oops! It appears there was a drop in our connection” issue

CarissaM — Thu, 11 Feb 2021 18:17:44 GMT

It will be resolved. The team is currently working to resolve it. Please monitor the FAQ mentioned above for updates.

Re: Error message “Oops! It appears there was a drop in our connection” issue

kongf2012 — Sat, 13 Feb 2021 04:16:35 GMT

I have the same issue. I googled it and this issue seemed to have been around since at least 2019. Please fix it asap.

Re: Error message “Oops! It appears there was a drop in our connection” issue

rvalienter90 — Sat, 13 Feb 2021 18:32:10 GMT

I have the same problem, I have tried everything and keep getting the error. I do not understand why Intuit does not fix this big bug in their system. Also, I understand that customer service can’t help but users should be able to talk with the IT department, and there is no IT way to communicate with the IT dep.

Re: Error message “Oops! It appears there was a drop in our connection” issue

cache00 — Sat, 13 Feb 2021 21:25:29 GMT

Calling customer service is worthless, they have no clue, they were trying to blame my Internet connection when the issue is on their end, I had to ask for a Supervisor too but was placed on hold for almost an hour so I just gave up. Horrible service!! No IT response, no follow ups, no updates and no resolution, this experience has been beyond awful.

Re: Error message “Oops! It appears there was a drop in our connection” issue

ram8263 — Mon, 15 Feb 2021 13:38:12 GMT

I have the same problem. When I click on the TurboTax FAQ link it says

You do not have sufficient privileges for this resource or its parent to perform this action.

Click your browser's Back button to continue.

Why would a FAQ page be restricted? Very frustrated by this issue. Please respond asap.

Re: Error message “Oops! It appears there was a drop in our connection” issue

MichelleLO — Mon, 15 Feb 2021 17:55:21 GMT

Please reach out to TurboTax Customer Support as your issue would be best resolved with one-on-one support. Please visit the Contact Us page and select your product to get you to the right person.

@ram8263

Re: Error message “Oops! It appears there was a drop in our connection” issue

cache00 — Mon, 15 Feb 2021 23:35:46 GMT

Seriously? Reach out to customer service? That’s a joke! If you already know dozens of customers are having this big IT issue, why reach out to customer service? Maybe you should reach out to your IT dept and make sure this gets resolved, haven’t you read the multiple complaints? We have called customer service and you guys can’t do anything to fix it. Please stop posting non-sense on this thread and get this solved.

Re: Error message “Oops! It appears there was a drop in our connection” issue

BillO2 — Tue, 16 Feb 2021 23:52:27 GMT

This problem occurred when I downloaded a very large number of stock transactions from Fidelity. I then get this "Oops..." message constantly when I try to proceed with the filing process.

I understand that there is a workaround, which is to "Clear and Start Over" and use a summary stock transaction procedure without the download. However, I am unable access that menu pick under Tax Tools to "Clear and Start Over". It remains grayed out no matter which selection on my Tax Home menu I try to activate. The screen just shows the circle of rotating dots for a while, then times out with the "Oops!... "message.

Please enable the Tax Tools menu to immediately "Clear and Start Over" and thereby preempt processing of a return with problems.

Re: Error message “Oops! It appears there was a drop in our connection” issue

EbonyL122824 — Wed, 17 Feb 2021 01:49:20 GMT

@BillO2 What program are you using? Online or CD/Windows? You may need to contact customer support here for further assistance so that we can take a look at what is going on to better assist you.

Re: Error message “Oops! It appears there was a drop in our connection” issue

BillO2 — Wed, 17 Feb 2021 03:00:10 GMT

Thank you for your reply.

I use Turbotax Online, and have been for the last 15 years. All my data files are there, needed for future returns.

I was on the phone last night for nearly an hour with a nice customer care specialist, who was granted access to my computer screen. She observed with me that the "Oops" message came up every time I tried to open any of the selections on Tax Home page, such as "Continue where I left off". Any selection that I clicked caused the dots to circle, and the Tax Tools menu to appear. However, the selections under Tax Tools were grayed out and unresponsive. After a short period of time, the dot circle abruptly stopped and the "Oops" message appears.

I click on "Try Again", click on "Tax Home" and get expected menu for "Let's keep working on your taxes". Clicking on any selection of "Lets keep working..." resulted in the circle of dots, and then the "Oops" message. Very repeatable. No apparent way to stop the cycle.

The customer care person put me on hold to consult with someone else, and referred me to this link, saying that the problem is known and should be fixed in a couple of days, try again at that time. I asked if TurboTax could simply restart my return, and do the "Clear and Start Over" function for me. She said they could not. But they could wipe out my account and I could start all over again. That is unacceptable to me, I have a complicated return with various schedules that need to be continued from prior years.

So I ask again if TurboTax can simply force a reset on this locked-up tax return. Go back to where it was a few days ago. Let me start again from the data that was stored on the TurboTax system a year ago.

I have a case number and would appreciate any help you can give me.

Thank you.

Re: Error message “Oops! It appears there was a drop in our connection” issue

TerukoL — Wed, 17 Feb 2021 17:39:37 GMT

You may need to clear your cache and cookies. Make sure your return is saved in your TurboTax account and then sign out. Clear the cache and delete the cookies on your computer, open a new browser, sign back into your account and try entering your information again. You may also want to change browsers, for example, if you are using Chrome, try switching to Firefox.

In addition to clearing your cache and cookies, you want to make sure your operating systems are up-to-date as well.

Please click the following links to learn more:

Using Windows Update to keep your system up-to-date

Re: Error message “Oops! It appears there was a drop in our connection” issue

ram8263 — Wed, 17 Feb 2021 18:03:55 GMT

No this is not a cache issue. Please stop responding with the same solution for which we have already said does not fix the problem. This is a bug that needs to be escalated to the highest priority level in your tracking system. Please provide the reference to this bug with a specific resolution date for when the bug will be fixed. I need to know if I should be looking at alternatives for tax filing if this bug cannot be fixed in time.

Re: Error message “Oops! It appears there was a drop in our connection” issue

BillO2 — Wed, 17 Feb 2021 18:09:16 GMT

It's not my computer and it's not my browser and it's not cookies. I've changed computers and changed browsers. The problem remains. TurboTax Online has indigestion from attempting to process a large download of stock transactions (about 2,000) from the Fidelity web site. I'm looking for help from TurboTax to allow me to "Clear and Start Over" from the grayed out menu pick.

I've already clearly demonstrated the problem by screen sharing with the TurboTax rep. She sees it and cannot fix it. I would appreciate some technical help from TurboTax. There is no workaround from any of the posted help comments.

Re: Error message “Oops! It appears there was a drop in our connection” issue

cache00 — Wed, 17 Feb 2021 22:12:38 GMT

Correct!! This is not a cache issue, this is not an Internet issue, this is not a browser issue, what part of all the feedback provided you don’t comprehend @TerukoL? Read!! Most of the people posting here are computer savvy. There is a big bug on your system that is affecting dozens of customers. Your reply just make you look stupid, please stop posting the same crap, this an IT issue and so far they haven’t done anything to fix it.

Re: Error message “Oops! It appears there was a drop in our connection” issue

ginta00 — Thu, 18 Feb 2021 15:14:01 GMT

Same issue happened to me as soon as I tried to upload the fidelity transactions.

Re: Error message “Oops! It appears there was a drop in our connection” issue

rvalienter90 — Thu, 18 Feb 2021 18:10:42 GMT

@TerukoL , This is not the issue. Please read the comments.

There is a big bug in the TurboTax system that is affecting many customers, this is an IT issue and so far they haven’t done anything to fix it; customer service cannot help with that just IT service; and the only solution we received is: create a new account, forget the time you spent filling the information for your 2020 taxes, and also for the ones that have been using TurboTax for other years, now you will have to use multiple accounts. The, "One account, everything Intuit" makes no sense, as you have to create a new account. This is not acceptable.

Is unbelievable, no professional at all. Turbo tax has a Product Liability with their customers, and many have been affected, they have responsibility for the defective product.

This is causing clients to waste a lot of time, and the worse is that they do not follow up or give any solution to the problem. This is absolutely unprofessional from Turbotax, it is very frustrating.

No follow-ups, no IT response, and no resolution, very disappointing.

TurboTax experts, please stop responding with the same solution that does not fix the problem!!!!, escalates the bug to someone that can help to solve it.

Re: Error message “Oops! It appears there was a drop in our connection” issue

jbadger — Thu, 18 Feb 2021 23:29:58 GMT

Like others, I'm experiencing this same error. I was just on the phone with a rep and all they could tell me was everything that was stated on here. Last weekend, I cleared my cache, cookies, and waited until today to try again. This is extremely frustrating reading this thread, knowing others are just as frustrated with little to no help from TurboTax.