Turbo Tax never responds after pressing "Done with Income"

[swagner153]

I am doing my daughters taxes, and was able to automatically download her W2 information.  She had interest to add from a 1099-INT and nothing else.  When I press "Done with Income" TT is not responding (get blue circle forever).  I have gotten to this point now for the fifth time and don't know how to complete her return.  I can exit TT, re-start and it comes to the same spot, then locks up again.  I am on the latest version of TurboTax Premier as of today (3/13/20), running under Windows 10 (64 bit machine).  Put in my own taxes last night and had no problems at all.  HELP!!!

[AkinaLO]

If you have TurboTax Online you can clear your cash and delete cookies. Also, try refreshing your browser and even try using a different browser. 

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If you have TurboTax CD/Download, please check for updates within the program. 

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[jwk4117]

I am having the same problem.  I updated the program.  It still locks up after pushing "Done with Income"

[swagner153]

Hi - I have the downloaded version with the very latest version installed.  The problem did not go away, but I was able to sidestep it by just directly skipping to the deductions section.  All taxes defined, so I'm good to go, but there seems to still be a bug out there that someone else may be running into.

[jgr1]

Same problem with buffering after entering income for minor child. Spent 1 hour on line with Turbo Tax Help. Changed browser, repaired program, uploaded program, changed cache etc. They still could not trouble shoot but are looking into it. Has anyone found a real fix.

[taxCrashes]

Same problem. Win10. TTax Deluxe on CD. Have repeated this about a dozen times, rebooting computer, etc.

Completely repeatable.

Had to start over, so I did, creating a new return, saving it right before pressing the button. Exit ttax, reboot computer, start ttax, load the file, press the "done with income" button, and it hangs.

Have used TurboTax every year since the late 1980s, never had anything like this. Considering the complexity of the task is about the same as it was 30 years ago, with all that time and increased computer power, you might think they'd have this working better.

[AkinaLO]

Please call customer support below for assistance with your issue.

What is the TurboTax phone number? - Community

@taxCrashes

[taxCrashes]

Thanks for the helpful reply. I was able to eventually get through to a very helpful tech support person yesterday.

At her direction, I updated Windows (Win10-64-bit), after confirming the problem, uninstalled the TTax Deluxe I had installed from CD, she put a downloadable version on my TTax account, which I downloaded and installed, confirmed all updated, rebooted windows, she was watching the program behavior directly using a screen share application, and ....

Same exact problem. We both agreed that it is a coding error. A surprising bug in the program itself. She said she was going to file a bug report on it.

The workaround is to just not ever press that button. You can just move on to the next section by clicking on that section title. I had known I could work around, but feared that this was just one of potentially many similar problems. I ended up doing my taxes for my son and for myself completely yesterday, saving the file many times along the way, fearing every button push, but it never hung again.

So it's a coding error, and the workaround is to not press that button, and hopefully no further problems will get you.

I'm sure part of the coding error is that it does not affect everyone, but only people who have a certain type of return. Mine was for my 17-y-o son's return, with ~$2000 of unearned income from 1099-B, 1099-DIV, and nothing else.

The phone agent was one of the best, most intelligent and technically knowledgeable tech support agents I have every encountered.

[mshan]

I was able to reproduce this issue when taxpayer is under 18 with a capital loss carryover for next year where dividends >= capital loss carryover.

[DMarkM1 · Accepted solution]

Okay.  Per the workaround above hopefully you were able to complete your return by NOT pressing the "done with income" button. 

[jgr1]

You as well as another member both indicated this work around. It did work for me in filing a minors return. 

[GS18]

Ran into the same issue filling out a minor's return with only a 1099-int form.

I've updated both TurboTax (initially installed from CD) and OSx but no love.

Between this and autosave issues when the tax return is in a sub-folder, I'm losing my faith in Intuit.  These are simple issues to fix (both have been reported for more than a month) and I'm beginning to wonder if the tax calculations are correct.

Since both returns are almost done, I will be having an accountant friend of mine review them.

I've used TurboTax for 18 years and NEVER had a single issue until this year.

[binneal]

Same problem here.   Also minor with capital loss carry over. 

The workaround doesn't work for me.  I am "Done with Income".  Without click the button (or the "Deduction & Credits" tab at the top which doesn't work either), I don't know how to proceed.

Can we escalate the issue somehow?

[CassLO]

@binneal Please try this: Remove and reinstall TurboTax for Mac.  Delete all folders, not just uninstall software.These folders are usually hidden, to unhide them choose tools (at the top of any folder)  - then folder options - then view then check show hidden files, uncheck when done.

If the problem continues, please contact TurboTax and speak with an agent.  TurboTax customer service/support does not have a single phone number but has many different phone numbers based on the type of platform used.  So that we can direct your call to the best person/department to help you:

1. Click on this link: Contact Us
2. Select your TurboTax platform.  
3. Ask your question / state your problem.  Do NOT use the word "refund' or you will get a phone number for tax refunds.
4. Click Submit.
5. On the next screen, choose the Call option and follow the instructions.  You will be given the approximate wait time.  

You'll get a toll-free number to a TurboTax expert who is specially-trained to handle your particular issue.

"Irene2805 Employee Tax Expert"

[binneal]

Thanks CassLO for the reply. 

Reading other posts, it is not evident that the proposed procedure will resolve the issue, which is obviously a bug in the software to be fixed.  Given that the tax return deadline has been extended due to COVID-19, I would prefer to wait till Turbotax roll out a fix for the issue.

Can you help push for a fix to improve customer satisfaction?  After all, most of us are long time Turbotax users.  Appreciate it.