After I enter in all personal information, the program (Deluxe 2021) will not advance to the actual Tax questions. Is there something wrong with the program itself?

[jtbukowturbo]

After I enter my personal information, the program restarts and purges all the information I just entered. Saving the information does not help. I think there is something wrong with the program itself as it does not allow me to advance in the process at all, it simply continuously restarts the program after that point.

[RobertB4444]

It is a good idea to first clear your cache and cookies - which means removing all of the temporary programs that can gum up your web browser.  If that doesn't work, try using a different web browser.

If that doesn't work I would recommend using the "Live Expert" help in the right upper corner to see if having someone walk you through helps.

Here is a link on how to clear your cache and cookies.

Here is a link to finding a TurboTax expert.

[Edited RobertB1326 01/19/2022]

[VolvoGirl]

Are you using the online browser version or the Desktop CD/Download program?

[jtbukowturbo]

Both... I started with the CD version that I bought at Staples. I was having difficulty so I called the help line and an agent did the view my screen thing where we went through the whole process... setting it up, uninstalling it, clearing the cache, rebooting the computer, installing it again (same issue), so then I was issued a Download code wherein I uninstalled it, deleted all files associated with it, cleared the cache again, rebooted the computer, and downloaded a new copy, fired it up and STILL the same issue presented itself. The program restarts after the personal info is entered. I recently attempted to log in to Inuit via the log-in option on the program (TurboTax Deluxe), and again, the program blips out and restarts WITHOUT an error code. It recognizes the crash and recovers the information (I did manage to save it so I did not have to keep typing it) but still gives NO ERROR code.

[jtbukowturbo]

I did all that under the supervision of TurboTax's online support (she viewed the screen as I performed the appropriate operations. That Ticket was eventually closed with NO RESOLUTION to my issue. THEY could not figure it out either.

[VolvoGirl]

I don't know.  But FYI - the Download is also the Desktop program.   Downloading is not the same as using the Online web version.   So you did not use both.

[jtbukowturbo]

Doing an online thing was never given to me as an option.

[VolvoGirl]

Right.  Online & Desktop are totally different, work different and are priced different.   If you already bought the Desktop program you don't want to do anything with the Online version.   The very first answer posted above was for the Online version and won't apply to you.

[jtbukowturbo]

I kind of guessed at that... It has been the advice of EVERY representative I have "spoken" with so far. What I am wondering is if there is a break somewhere in the program (missing script) that when it is supposed to advance to entering Tax information (or accessing it on the web) it defaults back to Restart Program or something.There is literally NO one in a tech support position in any of the Customer Service options that even come close to dealing with this issue. I have used TurboTax for at least 10+ years and have been happy with it until this issue cropped up. I am most definitely getting frustrated with it all.

[jtbukowturbo]

I found a Crash Log in App Data ... if there is ANYONE that could read it or someplace I could send it to to be analyzed, I would be exceedingly happy.

[jtbukowturbo]

System.Runtime.InteropServices.COMException (0x800706BE): The remote procedure call failed. (Exception from HRESULT: 0x800706BE)

[BrandiLO1]

Thank you for bringing this issue to our attention. I have escalated this issue for further review.

[DanielV01]

@jtbukowturbo Would it be possible and reach back out to us in this thread with a log file that contains the technical information on the error you received.  If you can, please post here and tag me @DanielV01.  Thank you.