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They are confused. If they used the CD to prepare their return then the tax file is on their own hard drive. Tax returns prepared using desktop software are not stored online with TurboTax. It is not stored on the CD. The CD does not store the tax return--it just has the software program on it. Hopefully they saved their return as a tax file and a pdf so it can be printed. If they do not have a printer, it could be put on a flash drive and you could print it elsewhere.
https://ttlc.intuit.com/questions/1901659-find-your-tax-data-file-in-mac
https://ttlc.intuit.com/questions/1900721-find-your-tax-data-file-tax-file-in-windows
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