Blank activation screen

[TnVolFan]

Remarkable and more than puzzling that Intuit would allow this problem to fester for so long.

[HeatherPLO]

Please follow the steps here in our Help Article for troubleshooting a blank activation screen error.  This could be due to a video card driver incompatibility with certain video cards and can be fixed with a video card driver update. To resolve this issue, please try to update your video card drivers to the most recent version.

Another possibility may be related to a scaling problem in Windows Settings.

Follow these steps to change scaling settings in Windows 10. These steps might not be the same for different operating systems but would be similar.

1. Open Windows Settings.
2. Select System.
3. Select Display.
4. Under the Scale and layout section, set it to 100
5. Close the Display screen.

[TahoeJeff]

I did all that, researched it and saw issues going back to 2020 and perhaps earlier. Crazy that it HASN'T BEEN FIXED!  I have a brand new laptop, fully updated and current, and the activation screen was never accessible even with all the resolution and scaling change attempts. That is NOT the only issue. I finally got to see something on the form, but the field asking for the activation code was NOT EDITABLE. Great, right? I don't know if its the 20+ year old InstallShield app you use, hard to believe that is even around anymore. But its beyond frustrating and your support people aren't able to help.

[TahoeJeff]

Yep, its been years apparently. First time I ran into it and its a deal stopper. Try the scaling and resolution changes, you might then get a valid activation screen. Mine was not editable however. I had to use notepad to get the code into something, copy that and try to paste it into a non-editable field. Sounds crazy, it never populated the field, but amazingly did eventually work and then it moved on. 2 hours on support, they couldn't help.

[miklk99]

I got things to work on a new Samsung Book-360 with updated drivers (I had already worked around activation BUT the new video driver fixed several other problems with popups):

Although Samsung said there was no newer drivers available, I went and installed newest driver from Intel Directly and sure enough, (along with todays TTAX update) the help does work and display properly.

https://www.intel.com/content/www/us/en/support/articles/[removed]/graphics.html

You may want to send people there'' with newer Laptops like the Samsung Galaxy Book-360 like I have. (Experienced users only as Samsung wants you to stay with their drivers and Intel warns about switching to the Intel generic)

Anyway, now working for me assuming I can keep using the generic video driver instead of Manufacturers with no other side effects.

[TnVolFan]

This process on my Galaxy Book worked for me as well.  The TT update issued this week and Intel Graphics Driver update were both required.

[taxedpaul]

worked.  Thanks.  Especially typing without input acknowledgment.

[TahoeJeff]

I do want to note that the support person I worked with, who I think was new, was very patient and worked through her script. All this hassle and frustration is NOT the fault of the support team, especially the first line support that gets dumped on and has to support bad software. She was just trying to escalate my case, tho had to get some ‘approval’ and all these interactions ran into 2 hours of frustration. But that person should be commended for dealing with a bad activation process that shouldn’t even be needed (this is the 2nd time you enter the code - seriously Intuit!)

[gseverini]

I have same problem. Tried both, the drivers update and the scaling, but it didn't work. I am on Windows 11 - Surface Laptop Studio.

Can you please help?

[TahoeJeff]

@gseverini Hi - this is what finally worked for me, however I'm on a new laptop with Win10 so may be different for you.  The resolution and scaling eventually allowed me to see the activation screen but not edit the field where the code goes.  After a lot of frustration I used notepad to get the code into something, copied that and tried to paste it into the 'non-editable' activation code field. Sounds crazy, it never populated the field, but amazingly did eventually work. It somehow was pasted into the field and and then it completed the activation.  I did this with the activation code including the dashes as I recall.  Hope that helps, at least something else to try.

[Laila]

Trying to activate TT2021 on a new laptop with windows 10 vs 20h2. Get the white activation screen, eventually (20+ minutes) later get the actual screen with box, but it’s non-fillable. Called support, got this thread link. Tried the resolution reset, still have the big white box and now on 30 minutes waiting for the opportunity to try pasting the code. What a joke. To say I’m furious right now is an understatement. WTH? Been using TT and QB for years and expect better from Intuit. I need to complete 1099s, what am I supposed to do?? Phone support is next to worthless. The girl I got couldn’t understand what I was talking about, kept asking if I was having trouble logging in. After the 5th time going through it, she finally sort of got it… and gave me ANOTHER link to this thread. Ridiculous. 

[Ryan_tt]

I reported this issue over a year ago on this thread when I installed TT2020.  This year I installed TT2021 on the same Dell laptop and I did NOT have an issue.  I wish I knew what changed.  I can't tell if TurboTax changed something or if my display driver do an auto-update.  I used the "copy license key" option on the install screen and then pasted it on the second entry screen.  That may have helped.  

[gseverini]

I am frustrated and furious as you are.

I have found a workaround that worked but, again, I am so angry with the poor testing done by Intuit.

The workaround (suggested by another user on here) is crazy: when you get the license code field and you can't type into it, just type the code (without ashes) even if apparently you don't see anything happening, and click return. It takes the code.

In a few words, you have to blindly type the license code.

[Laila]

Been using TT for years, never had a problem, but I have a new laptop this year and from what I’m reading, that is the issue. Beyond aggravating. Thanks for the input. 

[Laila]

Glad I’m not the only one… guess misery really does love company.  The screen just sits there, 45 minutes on the first white box. Meanwhile, I copied the license code, thinking I’d try to paste in the box when the screen finally came up.  I did that, hit the activate. Just checked it (half an hour later) and it said “invalid code” so I just tried your trick with the blind entry. Fingers crossed.