Turbotax 2019 Deluxe Crashes when printing on Mac

[phkc070408]

I have Turbotax Deluxe 2019 on a Mac running Catalina (10.5)   Whenever I got to print (PDF), Turbotax stops responding and I get the spinning wheel.  I let it sit for over an hour and it didn't revive.

Please help!!

[macuser_22]

Did you update to 10.15.3?    There have been several reports that Apple broke something in  that update that affects TurboTax and other print functions.

You can contact customer support to see if they have any additional information.

There is no single published number because it changes contently depending on the nature of the call and agent availability. Following the link below will either give a current number for you to call or take your number for a callback.

(Note that phone support is for paying customers only. There is no phone support for Free Customers.)

Here is a TurboTax FAQ for contacting customer support.

https://ttlc.intuit.com/questions/1899263-what-is-the-turbotax-phone-number

[mlohrer]

It’s not a Mac OS thing, as I’m experiencing the same on High Sierra 10.13.6 (YES, still a supported OS for Turbotax…).

ALL FEDERAL FORMS print just FINE to either an actual printer or a PDF, but NO state form will work - you never get to the “printer dialog” box, so somewhere in the “state” tax engine somthing has gone astray in the Intuit end of things.

Intuit - please get to the bottom of this, printing is an important feature!!!

[macuser_22]

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@mlohrer wrote:

It’s not a Mac OS thing, as I’m experiencing the same on High Sierra 10.13.6 (YES, still a supported OS for Turbotax…).

ALL FEDERAL FORMS print just FINE to either an actual printer or a PDF, but NO state form will work - you never get to the “printer dialog” box, so somewhere in the “state” tax engine somthing has gone astray in the Intuit end of things.

Intuit - please get to the bottom of this, printing is an important feature!!!

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I am running 10.13.6 and have printed state forms  for two different states with no problem.  Are you using the File -> Print -> and then select what you want to print?

Have you restarted the Mac?

[mlohrer]

Hmmm, that is interesting and problematic:

(1) Yes, the computer has been restarted numerous times, and everything is also "up to date".

(2) I too have multiple states - Massachusetts and Vermont - and NEITHER prints from several different returns.

(3) But Federal prints just fine from ALL returns...

(4) Have tried this via the File->Print route as well as the "Print Active Form" route - again, always works with a Federal form, never works with a VT or MA form from any return...

(5) Finally, have tried with the actual printer selected in the "Page  Setup" as well as the "any printer" option - all to no avail!

Any other ideas and I'll try them!!

[mlohrer]

And again, the "failure" is the system never gets to the "Printer" dialog box, just hangs on the "print..." setup phase, whereas with FEDERAL it moves right along with the dialog box appearing, and one can select the printer or PDF or page range, etc...

Again, thanks in advance for any other advice...

[macuser_22]

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@mlohrer wrote:

And again, the "failure" is the system never gets to the "Printer" dialog box, just hangs on the "print..." setup phase, whereas with FEDERAL it moves right along with the dialog box appearing, and one can select the printer or PDF or page range, etc...

Again, thanks in advance for any other advice...

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What state is that?   There might be a some problem with that particular state.  (I only have two states that I can test).

[LindseyLO]

Troubleshooting help for printing has been provided for you below. If you are still having trouble also try clearing your cache and restart. 

Troubleshooting for printing

How to clear cache

[mlohrer]

Massachusetts (MA) and Vermont (VT) are the 2 states I have and I'm NOT able to print forms from either, exact same failure of the system to actually move from an initial "printing" box to the full "Printer Dialog" box.

FYI: the system has been restarted NUMEROUS times, the printer cache has been cleared, the printer is up to date...all the usual suggestions are simply not applicable.

Furthermore, the important point is that FEDERAL forms all print just fine, demonstrating that the printer is not malfunctioning, nor is the queue is messed up...none of that stuff.

Suspect that there is a common "system handoff" to the CUPS  printing subsystem that is employed in some number of state programs, and that hand-off is not correct per some latest revision.  States which DO work have a different hand-off methodology, apparently...

[mlohrer]

Lindsey,

(1) You might be under the MISimpression that this problem  is related to "online" printing activities - NOPE!  So, no "browser cache clearing" involved!!!

(2) I'm pretty darn familiar with "how to save" a PDF - in fact, I CAN do it just fine with ANY FEDERAL form here and NOW!  But, as explained already, if I do the EXACT SAME THING with a MA or VT form, information or fileable, makes no difference, it will not print...that simple.

[mlohrer]

And…I have just now compelted migrating my entire setup to another Mac system which is running Mojave 10.14.6.

Results are EXACTLY the same:

-printing or “printing to a PDF” of Federal forms is all fine...

-printing an MA or VT form is NOT possible….

To the Turbo Tax Expert employees monitoring this discussion - please forward this to your software group….

Many, many thanks

[TerukoL]

Since you are continuing to have problems, please click on the Contact Us form https://support.turbotax.intuit.com/contact/. We’ll help you connect with the right expert for your specific problem.

[macuser_22]

@mlohrer  I installed both MA and VT on my OSX 10.13.6 and  made a dummy return with part time residency in MA and VT with only W-2 income in each and both states printed fine.  If it fails on both 10.15 and 10.14 for you then I would assume that it would fail on 10.13 also.

Do you have special circumstances, income from other sources other than W-2  or special forms, etc. in your return that I might test for?

[mlohrer]

Wow, first thanks for that effort and second MOST interesting!

(FYI: my first platform is also 10.13.6, and yes, it's failing on that.)

But, my testing on the 10.14 platform was also with a "dummy" return having essentially nothing, just tried to print the "Personal Information" page to no avail.

The "real" returns do indeed have numerous other income sources, lots of Schedule B and D entries, a few other complications as well, but again, that being a cause is difficult to see.

This issue is actually present in numerous different returns, most of which are ONLY Federal and MA (that's where this problem first occurred), then one with VT as well.

With your result, I will back up and try again with some very simple dummy setups, but there is something clearly curious here.

Lastly, thought it might be related to the printer, but the 10.13 and 10.14 platforms have DIFFERENT printers - what "printer" are you referencing?

Thanks again, let me see if I can make some headway based on your finding....

[macuser_22]

I am printing this way.  But the type of printer should make no difference (I don't think you even need to have a printer) for the print dialog box (which is a Mac function, not TurboTax.  TurboTax only converts the tax data to a pdf format and then sent it to the standard Mac print function that should bring up the Mac dialog box (2nd screenshot) where you can either select a printer, save it as a pdf or send it to preview.

You indicated before (I think that it spins it's wheels/or crashes and you never even get the Mac print dialog box which indicated a problem in the pdf conversion process.

The Utilities ->  Console, crash report "might" shed some light on where it is crashing.