State Download

[dleegriswold]

I had to re-download my TurboTax purchase from my TurboTax/Intuit account.  The CA State no longer works.  When starting the State return it says it will download, comes back with software is up to date and goes through the loop over and over each time I press to state the State return.

[DoninGA · Accepted solution]

Contact TurboTax support for this download problem.

Use this website to contact TurboTax support during business hours - https://support.turbotax.intuit.com/contact/
Support can also be reached by messaging them on these pages https://www.facebook.com/turbotax/ and https://twitter.com/TeamTurboTax

[dleegriswold]

Thank you for the link.  Called and had the State download added to my account so I could reinstall.  Very efficient support from TurboTax.

[car]

Not what happened for me.  I spent 30 to 40 minutes with customer service and the rep was in contact with tech support most of the time.  They could see that I purchased a second state, but no one could set it up so I could reinstall or use the additional state.  Very upsetting.  Intuit IMMEDIATELY took my money ($40!), but I have no working software.

[MrYang]

I am also from California. Purchased a digital copy off Costco and downloaded the software through an email link. 

I have the same exact issue as OP. I would like to have a solution for this. 

[jsbain]

This seems to be a common problem this year, and the support folks don't get it yet, or certainly there is no solution, except to send you a standalone state download. 

There are about a half dozen forum posts, or more, with this same problem.  

I went through about a week dealing with the social media support folks (I wasn't around with my PC to phone in).  I forceably uninstalled and reinstalled about 3 times.

What you have to do -- and it is annoying because you have to be by your computer during support business hours -- call turbotax support, and they will screenshare with you, and you show them that it is stuck. 

Explain politely that you've reinstalled, and tried going through the loop many times, and isn't there any way they can just provide a standalone download of the state.  It took a few minutes of clickity clicking, but then the download was available under "My downloads" section of intuit.com.  The download took about 10 seconds, and installed in under a minute, and then I was able to continue with my return.

In my case, I noted that there was an error listed in

C:\Users\[YOUR USERNAME]\AppData\Roaming\Intuit\TurboTax\TY19\ErrorLog\TTWin.A5830904-[somedate].log

though the support folks didn't seem that interested in the actual error log that could be used to diagnose and fix the problem for real -- so for now, you just have to call support, and get the standalone.

[TaxPayer666]

How in the world did you get an actual human being?  I tried the 'call support' thing twice today, nothing but a vanilla installation aid document and muzak.  At this point it looks that I'll have to take a day off work and do nothing but call them over and over and over.  This is hopeless and infuriating. 

Here is that error message.  Seems like a pretty good indication of where in the code the error occurs.

00:10:59:594 wPerScm.2019.41.14.207 NULL document activated. Setting pActiveDocument to NULL in DocView\afapp.cpp zafApplication::DocumentActivated line 336

[jsbain]

@TaxPayer666I called the 800 number that the facebook support agents provided me (800-4-intuit) on a Saturday, around 10AM I think, At some point when it seemed like it was going to try to "help me" by giving me recorded suggestions, I said "representative" a few times.  They said the wait time was about 15 minutes, and gave me the option to leave my phone number, and have them call me back.  I opted for that option, and in about 10 or 15 minutes they did in fact call  me back.

I think you'll need your copy of TurboTax around, because they will want to screenshare (under the "online" menu) to see what you see.

[TaxPayer666]

Yep, got it solved eventually through on-phone support.  The supplied a manual download for the state.  The download through the TurbotTax interface just doesn't work, at least it didn't for me.

[jsbain]

Actually this thread

https://ttlc.intuit.com/community/taxes/discussion/state-tax-is-not-working-on-turbotax-deluxe-2019-...

Seems to have the fix.  Run the Microsoft fix-it tool, select installation problems, and then TurboTax wcaiper 2019 (might be a different name in different states).  Then try download again.  

No idea why support doesn't know this answer! It should be an official one specifically linked to state download issues .

[Jason1110]

I have the same problem on windows 10 pro.

When clicking starting the CA State Return it indicates it will download, comes back with "software is up to date" and goes through a cycle.

Called online support, but hanged up on me after 25min with no reason.

Surely need to call again...

[jsbain]

You might try the Microsoft fix-it tool, as described in this thread:

https://ttlc.intuit.com/community/taxes/discussion/state-tax-is-not-working-on-turbotax-deluxe-2019-...

[ahening1]

How did you get it to work?

[dleegriswold]

I called the customer support line.  After giving them access to see what the state program was doing the tech basically put the state program on my Turbo Tax dashboard (where the past purchases of turbo tax programs are available to be downloaded) and I downloaded the entire CA state program again.

[jet15]

try this - https://ttlc.intuit.com/community/tax-topics/help/state-loop-indicates-turbotax-is-up-to-[product ke...