Problem typing in info

[MoniqueLO_]

We would like to take a deeper look at this. In order to do this, we need you to provide us with a diagnostic file which is a copy of your tax return that has all of your personal information removed. You can send one to us by following the directions below:

 TurboTax Online:

1. Sign in to your online account.

2. Locate the Tax Tools on the left-hand side of the screen.

3. A drop-down will appear. Select Tools

4. On the pop-up screen, click on “Share my file with agent.”

5. This will generate a message that a diagnostic file gets sanitized and transmitted to us.

6. Please provide the Token Number that was generated in the response.

TurboTax Desktop/Download Versions:

1. Open your return.

2. Click the Online tab in the black bar across the top of TurboTax and select “Send Tax File to Agent”

3. This will generate a message that a diagnostic copy will be created.  Click on OK and the tax file will be sanitized and transmitted to us.

4. Please provide the Token Number that was generated in the response.  

@Michelle1014

[Michelle1014]

File shared.  924829

Thanks for your help.

[Michelle1014]

Has any progress been made with this?  I downloaded the latest set of updates, restarted TurboTax and still can't type my information into my W-2 once I enter my employer's ID no.  So then, I exited out of TurboTax and reopened it while 'running as administrator' and still nothing.  Is this going to get fixed anytime soon so I can do my taxes?

[Michelle1014]

2 more weeks have gone by.  I installed the latest updates and still can't type into my W-2 and no news from your end.  Is this your way of telling me that I need to request a refund and find a new tax preparation software?

[PatriciaV]

We have tested W-2 entry using your diagnostic file and several other installations, but are unable to reproduce the experience you have reported.

Is there any additional information you can provide that may be helpful? Have you tried installing on a different type of computer (desktop, laptop, tablet)? Are you able to enter information in all other areas of your return? Are you able to type in your browser?

Your other option is to recreate your return in TurboTax Online, which is free to use until you e-file. 

[Michelle1014]

I have installed Turbo Tax Deluxe on two different Microsoft Surfaces.  One that runs Windows 10, while the other runs Windows 11.  I've installed a different Turbo Tax program on each of those Surfaces that you provided me with as a substitute.  I've run the programs like normal, and I've also run them as Administrator.  I've installed all of your updates and I've even updated the Windows program.  I can type in every other area of your Turbo Tax program except for the W-2.  I can enter in my employer's ID number, but no other W-2 information after that.  Obviously, I can type in other programs if I'm typing these messages.  The only place I cannot enter information into is in YOUR PROGRAM on the W-2.

[Michelle1014]

Update:  I was able to file my taxes tonight.  No idea what changed or why it took 3 weeks to be resolved.  Thanks for your assistance.

[markwmoore32]

Downloaded version of TurboTax seems to only take W2 input if you install a mouse on your tablet.

[9035391638]

cannot get the license code to type when using the turbotax program

[chefsmitty36]

running app as administrator did not work for me

[KatrinaLO]

You may need to contact customer service directly for assistance. Please see the following information here for more details.

@chefsmitty36 

[natalie22]

I'm using the paid Deluxe software (NOT online), and it's not allowing for any typing.  I cannot fill out fields, pull my login info from Intuit- nothing.  Your solution seems to blame the user/browser, not TurboTax, as the problem I and seemingly other users are experiencing.  Going to attempt to call tomorrow but this is making it unlikely I'll buy other Intuit/TurboTax products in the future.  

[falconwolve]

Ditto - thanks!

[Tombro]

Exact same problem. That external mouse fixes it!

[perbach]

On the desktop version, this happens to me when TT wants to open a worksheet behind the entry. For example, when I want to enter the total amount I spend on medicine, TT wants me to list how much I paid to each pharmacy. There is no message indicating this but I found that if you DOUBLE CLICK the field, it pops up the worksheet. This is a very bad design IMHO with a very bad user experience. But try double clicking.