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cache00
Level 3

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

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.

79 Replies
EbonyL122824
Intuit Alumni

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

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

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cache00
Level 3

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

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

CarissaM
Employee TurboTax Specialist

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

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

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kongf2012
Level 3

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

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

rvalienter90
Level 2

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

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. 

cache00
Level 3

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

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.

ram8263
Level 2

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

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.

MichelleLO
Employee TurboTax Specialist

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

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

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cache00
Level 3

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

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.

BillO2
Level 2

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

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.

EbonyL122824
Intuit Alumni

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

@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.

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BillO2
Level 2

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

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.

TerukoL
Employee TurboTax Specialist

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

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

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ram8263
Level 2

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

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. 

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