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Level 3

Question

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

Forum|Forum|5 years ago
February 5, 2021
9 replies
289 views

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.

TurboTax Premier Online

EbonyL122824

Level 9

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

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cache00Author

Level 3

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

CarissaM

Level 15

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

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rvalienter90

Level 2

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.

cache00Author

Level 3

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.

jbadger

Level 2

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.

SForrestLO

Level 11

Try this link. What if Transmit Returns doesn't work?

If you are still unable to transmit your return after trying the above steps please contact TurboTax Support.

https://ttlc.intuit.com/replies/3300041

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sdfasfdf

Level 2

@SForrestLO Did you even read what the issue was?

wpoveromo

Level 3

Same issue. Not cache or platform.

aeagle114

Level 2

Hi, I had this problem last year and I am still having the same problem this year. I cannot file my taxes because this keeps coming up "Oops! It appears there was a drop in our connection" It is definitely a Turbotax issue as I have used 3 different devices and have superior internet. I noticed that this fails when you go to import financial data from another site, it seems to crash Turbo Tax. If they can't fix it in the next couple of weeks I will have to find another company.

caseyj0yce

Level 2

I am getting this too after importing etrade data

BillNesheim

Level 2

I ended up giving up on TurboTax Online and using the local version (specifically the Mac version). That had no trouble importing my 220 page long 1099, although it did take a *very* long time. The 1099 had a great many very small stock sales listed. In the end this produced more than 2800 pages of Capital Gain (Loss) adjustment worksheets. Clearly the online version of TurboTax wasn't up to the task.

BillO2

Level 2

I had 88 pages of 1099-B trades. I'm planning to shift gears and only report the section totals. I don't want to file a paper return, which is what the online version is requiring of me. I heard that the IRS is still processing 2019 returns, and that a mailed-in 2020 returns will be placed at the end of that stack. Good luck getting a timely refund.

I haven't tried this yet, but TT has a procedure on bypassing the individual transactions and reporting the section totals, which have been sent to the IRS. Search for "How do I enter a large number of stock transactions in TurboTax Online?" As long as the 1099 totals I report match up with the IRS records, it should be OK.

I may try to "clear and start over" with the online version, using only the summary data.

DC71Mainz

Level 2

Unable to submit e-file as TurboTax asks for "Did you already pay for this product". Duh, Homer!

If you have already paid enter your confirmation number.

Having trouble with your purchase or internet connection? We can help you here.

Of course, neither place works. Never seen this before in over 20+ years of TurboTax.

Continue button does not work.

JeanneLO

Level 14

Please follow the instructions in this TurboTax FAQ to contact customer support for assistance: What is the TurboTax phone number?

@DC71Mainz

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DC71Mainz

Level 2

A waste trying to get connected via phone. Is there only one person answering phones - continuous busy signal.

Dmhpkh

Level 2

Hi, I’m currently getting the dropped connection now. Today is March 25.

SForrestLO

Level 11

@Dmhpkh

If you are filing with TurboTax online, please do these:

Check your internet connection. Try to log out and sign back in the program.
Clear your cache and sign back into the program. To clear cache, click here: Cache
You may also try a different browser.

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DC71Mainz

Level 2

This was my problem yesterday but I solved 1/2 of it:

I elected to file only the Federal return and it worked just fine. When I tried to file the state, I got the same problem/error messages, and "continue" did not function. It's the $25 payment for the state filing which you (TurboTax) are not allowing the user to process and enable e-filing of the state return.

Yesterday I tried e-filing both Federal and State. Then I tried the above. Software programming problem with TurboTax is my cal.

DC71Mainz

stephenrbeck

Level 2

Same issue

All of my tax info is gone

No solution after setting up a Support ID and calling help.

My options:

ReEnter all my tax info and hope it isn't lost a 2nd time

Or find another way to file

bostontea

Level 2

I didn't get the error last year but I got hit by this issue this year.

Tried calling support so far they can't solve it and the suggestion to redo everything from scratch using a different account is not useful at all.

CarissaM

Level 15

This is a current issue some users are experiencing. Please follow the instructions here to try the workaround or to sign up to be notified when the issue is resolved. @bostontea

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