State Download

Forum|Forum|6 years ago
January 17, 2020
4 replies
52 views

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.

TurboTax Deluxe Windows

Best answer by DoninGA

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

DoninGA

Answer

Level 15

Contact TurboTax support for this download problem.

dleegriswoldAuthor

Level 2

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

Level 2

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

Level 2

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

Level 4

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

Level 2

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

ahening1

Level 2

How did you get it to work?

dleegriswoldAuthor

Level 2

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

Level 2

try this - https://ttlc.intuit.com/community/tax-topics/help/state-loop-indicates-turbotax-is-up-to-[product key removed]ing-but-won-t-allow-you-to-install-your-state/00/1127787