Downloading TurboTax 2023

[lngirard]

Hope someone can help me with this.  I'm trying to download  Turbotax 2023 Deluxe.  I've done so successfully for the last 10 years. This year, 2023, I can't do it. Yes, I am using an old Windows 10 PC. But, it worked well for 2022.  This is what happens. Whether with a hard disc or downloading from the Turbotax website, I double click setup.exe and nothing happens.  Although it seems to be extracting files, but nothing happens. I have now spoken to several Turbotax people with no resolution. Tried a number of solutions such as turning off VPN and virus scannning software. The only solution seems to be buying a new computer. Any suggestions other than buying a new computer?

[DoninGA]

Which exactly did you purchase for tax year 2023?  Was it a CD or was it a Download.

If a CD and you start the installation you cannot download the software.  You can only install using one or the other methods, not both.

See this TurboTax support FAQ for installing the software for Windows - https://ttlc.intuit.com/turbotax-support/en-us/help-article/tax-refund/install-turbotax-windows/L8el...

And yes you can install the TurboTax software for 2023 on a Windows 10 computer.

[lngirard]

DoninGA,

Thanks for taking the time to reply. 

Unfortunately, the instructions you provide do not work, for my situation. When the disc is inserted I did try to run the setup.exe program following precisely the instructions you provided. I do "hear" some activity going on in the disc drive, but other than that nothing happens. The disc drive does work, I tested it with other discs.  I have Windows 10 fully updated.  As for downloading from the TurboTax website, I was able to try that by the intervention of the TurboTax specialist I was speaking to.  As for the CD disc being defective, I was sent a second disc by TurboTax, and that disk did not work either. So, likely neither disc is defective.

Now I did try to download the Glance software. This is not TurboTax software but it is used by TurboTax to operate my system remotely. I can download the associated .exe file but when I try to run it I get a "failed, error 193" message. The Turbotax representative I was speaking to suspects it is a Windows 10 problem affecting both the Glance and TurboTax software. He did send me some documentation on how I can "fix" that but it is a fairly elaborate process involving dozens of steps. And, it may not work, so I'm not going to attempt that. It's beyond my grade level. I can send this to you if you like, but if I do, I should do that outside this discussion.

All the people at TurboTax that I spoke to were very cordial and spent considerable time with me on this which I appreciate very much. They were as frustrated as I was. So, after working with serveral TurboTax representives we couldn't resolve this. 

I'm hoping someone in the TurboTax community can find a creative solution to this. It can't just be me.

Luke

[DoninGA]

@lngirard Since the issue is with the CD drive, the TurboTax agent should have been able to push the 2023 installation file to your download account with a new license code.

It would be similar to accessing a download if you purchased a CD but do not have a CD drive.  As indicated in this TurboTax support FAQ - https://ttlc.intuit.com/turbotax-support/en-us/help-article/product-delivery/bought-cd-computer-cd-d...

The FAQ indicates that you should access http://installturbotax.com/ but since you started with a CD this may not help, but you can give it a try.  That is why you need to speak again with TurboTax support.

[lngirard]

I have tried both ways, CD and download. In both cases I am unable to successfully run the setup.exe file. That's why I suspect it is something with Windows 10 or that the TurboTax software did not consider about Windows 10. Note it worked last year (2022) and the years before.

[DoninGA]

@lngirard You mentioned the setup.exe file several times.  If you have a download from TurboTax it is not a setup.exe file.  It is an installation file with file extension of .exe.  It may have a file name similar to this - Windows_PC_TurboTax_Download

[lngirard]

I'm sorry for not replying sooner, I haven't had access to my laptop during the holdidays. 

Thanks for providing all your suggestions. Unfortnuately, none of them have worked.

Here's a summary:

I received my first disc several weeks ago. I then tried but could not dowload the TurboTax software. Note there are two .exe files on the disc. One is called SetUp.exe. The other is called TurboTax 2023 Installer.exe. I tried them both. All I get is a "hum" suggesting that the disc drive is trying to do something but fails to download the software. I don't ever get to the point of inputing a liscence code. I called TurboTax customer support. The specialist suggested shutting down VPN and McAfee virus scan. I did and that didn't help.  The specialist asked if my Windows 10 was up to date. It was. The specialist then suggested that there migth be a defect in the disc I received from TurboTax. The specialist sent my a second disk. When I received it a couple of weeks later it didn't work either. I called TurboTax and I went through the same routine. This specialist suggested I turn off and on my computer. That takes time but the specialist said that should work but to call back if I still had the problem. I did that but I still had the problem and I called back. When I spoke to the next specialist we went through he regular routine again but this time she then gave me access to a download from TurboTax. This file is called: Windows_PC_TurboTax_Download.exe. I tried that and that didn't work, with and without VPN and with and without McAfee. The last specialist suggested as follows as a last ditch solution: his message is in <<>>

<<Here is the information we discussed during our call:

[https://ttlc.intuit.com/turbotax-support/en-us/help-article/form-1040/fix-windows-error-193-extract...
 

I would like to make sure this has been completely resolved for you. Should you need to contact us again about this situation, you may use case number [phone number removed] as the Support ID.  >>

The specialist suggested this because I was getting an"error 193" message when I attempted to launch the Glance software that specialists use to remotely access a computer.  So, I could not download the software for that either. The speicalist thought my problem with TurboTax was likely the same problem I had with Glance. This might work but as you can tell if you open the link I have to follow 20-30 technical instructions. The specialist suggested I get the help of a professional to assist me. I haven't tried to do that because it would take time and money and it might not necessarily work.  His thought is that I have Windows 10 problem that needs to be fixed. And, TurboTax specialists are limited with helping with that and the reason he sent me the above possible solution. That's all they can do.

What I am now considering is purchasing a new (Windows 11) computer. My computer is 5+ years old so I may be due for an update. Unless, somehow you or someone much smarter than I can solve this.

I've been using TurboTax since the 1990's and never have I had a problem like this that TurboTax could not solve.

Thanks you very much  for helping me with this even if it doesn't get us to a resolution. I appreciate the effort.

Luke

[CatinaT1 · Accepted solution]

I am going to suggest these steps below. I think you might be having an issue other users have experienced with installing when using Windows 10.

Please let me know if these steps work for you.

1. Type "environment" in the windows search bar. 
2. This will bring up "Edit the System Environment Variables" as a match.  
3. Clicking on it takes you to the "Advanced" tab of a dialog box titled "System Properties."  
4. Near the bottom of the dialog box, click on the pushbutton labeled "Environment Variables...".  
5. This brings up a separate dialog box that shows the current values for user environment variables at the top and system variables at the bottom. In the list of user environment variables, you should see both TEMP and TMP, and their current values.  
6. Click on each, then click on the "Edit..." pushbutton.  
7. This brings up another dialog box in which you can change the "Variable value" to "C:\Temp" (be sure to change the variable value, not the variable name).  
8. This folder must, of course, exist for this step to work properly.  
9. OK out of all the dialog boxes and retry the install.  
10. Environment variable changes take effect immediately, so if this is the only change you make, it's not necessary to reboot.  

[lngirard]

CatinaT1

Wow! I followed your solution precisely and it worked beautifully. 

Thank you for getting back to me on this. I only wished I would have spoken to you first. I had spoken to several TurboTax experts about this, to no avail.  I hope others can benefit from this too.

To confirm what I did, I changed two environment variables "Temp" and "TMP" from “%USERPROFILE%\AppData\Local\Temp” to “C:\Temp”

[Lisa Kae]

Thank you for sharing, this saved me many hours of frustration. 

[mariettadosantos]

when i log into turbo tax, I cannot find a place to enter the license code that I purchased from costco

[Cynthiad66]

You enter the license code on the TurboTax desktop software you install on your personal computer. You will be asked to sign onto your TurboTax account to activate the license code during installation of the software.

@mariettadosantos 

[EdwardJones]

How can I use my turbotax Deluxe 2023 again? I have a new computer and the download is not on this device.

[DoninGA]

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@EdwardJones wrote:

How can I use my turbotax Deluxe 2023 again? I have a new computer and the download is not on this device.

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Sign onto your download account here - https://accounts.intuit.com/app/account-manager/productsBilling/turbotax

[VolvoGirl]

Do you need to move the 2023 program or just your returns?  Your returns are not in the program but in separate files.

You only need the file ending in .tax2023 to transfer into 2024.

Your tax files end in .tax or .tax2021 or .tax2022 or .tax2023 etc.  They should be in your Documents in a Turbo Tax folder.  You should also have the pdf files of each year.  Or search your computer for all files ending in .tax.  Also if you haven't done it,  I would open each year in the program and save it as a PDF file, go to File-Save to PDF so you don't need the program installed to view or print your return in the future like to get a mortgage or loan, etc.

What I would do is just copy the whole Turbo Tax folder that is under your Documents.  That should be where the .tax files and pdf files are stored.  Copy that folder to a flash drive or best yet is to burn it to a CD or DVD and then you will have a backup of them.   Then on the new computer copy the folder (or files) from the flash drive to your Documents folder.

The programs need to be installed from the CD or download them again.  You don't need to install them unless you need to amend or open a return.  They only support the last 3 years so you might not be able to update older years or download any state programs you need.

Since you now have to log into an Intuit Account all your downloads and licenses are listed there (even if you bought it from somewhere else) so if you need to download to install it again or install on another computer, even on the other operating system (Windows, Mac).  And the download will always be up to date with all the updates.