Trying to load my TT Premier 2021....for the last 3 hours.
Installed first time Win 10 and installed properly went to the activation and it did....went to registration page and I filled it out. Program seemed to load....I clicked on "new" return.....TT responded "running under another account, switch users and run TT from other account"......I have no idea what this means as I used this computer to file my TT 2020 return. Thought maybe had something to do with how I registered....don't actually I registered it last year....probably clicked thru that page.
Anyway I proceed to try a "soft" uninstall and reinstall.....this failed. I went to your trouble forum and read on how to do a "forced uninstall".....I followed the directions found the various file tree locations holding the folders with files identified asTY21. Deleted them as directed....I did find a TY21 file that your directions didn't identify located.....ProgramData>Intuit>TurboTax>MSI>TY21 .....I proceeded to delete this file as it was dated 3/20/22 about the time I was trying an additional install. I restarted my computer....observed that all the files were gone. Placed my CD in the reader....clicked on "Your set up" Icon and the program proceeded to work thru some files to the "agree to terms" screen....I accepted....It went on and started to work thru some installation work.....finally never really fully installed when it reached a pop up box that said....."please insert disc for program to update"......asked me to "ok" or "cancel".....the disc was still available to read....clicking OK did nothing but reopen the pop up box.....hitting cancel the program said it was installing....but actually seemed to be looping and wouldn't go further. My system showed TT not installed.....so I browsed the file tree again and now found entries made under ProgramData>Intuit>TurboTax>MSI>TY21.....with the entries dated at the most recent install attempt .......4 files....one JSON file, and 3 text files....TTINSTALLER, ISDebugLog, TTDErrorLog. I went further and viewed the registry for footprint entry....I found......computer\HKEY_classes_root\.tax2021......folder contained NO data...although the .tax2020 folder did....as woud be expected. I did not delete this entry.
Please provide a detailed fix, do I delete these folders????? and try the whole install CD again??.....installing your software for over 15 years and never had to struggle.
Maybe I could get a call on my cell listed in my account and provide me the fix.....ie high level tech support.
Help please.........!!
Talked with phone technical support today....pretty disappointing to say the least. After explaining EVERY thing I did in gory detail.....including 3 hours pouring thru File Explorer which yielded at least 5 folders that had some sort of Turbo Tax 2021 data....despite the fact that it had been "soft" uninstalled and repeatedly "Forcefully uninstalled" and attempted to be re-installed per Intuit's instructions on their site.....the tech pretty much had no idea what I was talking about. Further he couldn't offer me any idea whether I should delete these folders/files.....including 3 folders in my registry and then try a re-install.....I'm always nervous to tinker with Registry Files. Nice enough guy but basically useless for his intended purpose of providing "technical" support.....not tax advice.
I mean like....how hard is it to provide a list of all the locations in the file tree where a Turbo Tax 21 file/folder resides....either after the install or especially after it was supposed to be uninstalled. And then why in the world can't Intuit provide a SPECIFIC uninstall piece of software on their website....one that REMOVES ALL traces of the failed program install or all elements of one installed on the hard drive.
So he offered me a new CD....but crap, I doubt there is anything wrong with mine....just the way TT coding was written. I'm about to just delete these folders/files that reference Turbo Tax 2021....as there is NO program installed. I hope I don't mess up my computer after deleting what seems like un-needed Registry Folders/Files.....and others located in the tree.....Program x86, AppData Roaming, and ProgramData.
The tech agent said that no higher tech support level exists to address issues like this.....he said he'd try. However moments later I received an email that my case had been closed.....asked for a survey....lol. Closed....WTF, you didn't even try. And....also got another email referencing another case number that I didn't even know about (to a secondary and different email address) that had been closed as well.
I've read many complaints about Intuit as a company and it's business practices....I now realize that they don't give a **bleep** about their TT customers when a problem arises and aren't prepared to solve an unique problem.....even a refund would have given me $$$ to buy HR Block's product and get on with making a return....which is probably a reasonable choice.
Just venting here.....if anyone can help me out.....chime in.