Turbotax Deluxe 2021 for Mac crashed. It won't restart. I loaded a fresh version of the software. That won't run either. It checks for updates then crashes.

[macuser_22]

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@Jeanlj wrote:

Fishgutter and macuser, my MacBook is 18 months old. TT 20 worked fine on it last year.  I followed instructions and painstakingly removed those hidden library files and reinstalled on my primary user account. Did not work. AND it corrupted TT21 on my second admin user account that I created today with tech support so that I couldn’t open TT 21 on it either. I deleted that user account and created a THIRD admin user account. I reinstalled TT21 on that account and it’s working on the new user account. Very very dissatisfied with TT 21. Praying I can finish and file my taxes before the software crashes again. Thank you for your suggestions and advice. 

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I have seen a couple of other cases where the User account itself became corrupted.   In both cases that was traced to anti virus software that was installed that actually did the corruption.  Once all traces of the anti virus software was removed - problem solved.

[LaurieB17]

Thank you!  This worked for me.  I went to the website:  https://ttlc.intuit.com/community/installing/help/remove-uninstall-turbotax-for-mac/00/26050  and followed the directions step by step on how to remove all Turbotax files on my Mac.  I then reinstalled.  It no longer continues to bounce and crash.  I spoke with a rep from TT two days ago and they said they were working on a patch--but it will do no good unless you remove everything first and re-download.

[Kiwi Ian]

I have been using TT since the early 90's and never experienced such poor customer support as with this issue.  I too loaded TT21 on my Mac with macOS Monterey Ver 12.2.1 and all latest updates.  After initial installation, it worked fine, only showing the "Hit a Snag" error window on boot.  Now, I remember this occurred with TT20 last year and if you don't hit "Send to TurboTax" everything is OK.  But this year, I figured TurboTax needed to know about the issue, so I pressed the send button.  Big mistake, as now I can't get TT21 to start anymore without crashing when doing the update process.  I have spent 4+ hours with 6 different Intuit service techs at all levels, including the remote desktop session with the last tech and I showed him everything I had found.  Still no luck after multiple uninstalls (using the very old instructions, as only 1 file really exists per the list) and even installing a completely new copy provided by one of the tech supports.  I have found exactly what is the crash, but the techs don't seem to care about this.  So I am putting a log of it here:

2022-02-19 15:27:58.111 TurboTax 2021[4389:50464] ESD:Validating xml Signature...
2022-02-19 15:27:58.112 TurboTax 2021[4389:50464] ESD:Validating xml Signature...
2022-02-19 15:27:58.114 TurboTax 2021[4389:50464] ESD:Validating xml Signature...
2022-02-19 15:27:58.115 TurboTax 2021[4389:50464] ESD:Validating xml Signature...
2022-02-19 15:27:58.116 TurboTax 2021[4389:50464] ESD:Validating xml Signature...
2022-02-19 15:27:58.120 TurboTax 2021[4389:50464] ESD:Validating xml Signature...
2022-02-19 15:27:58.122 TurboTax 2021[4389:50464] ESD:Validating xml Signature...
2022-02-19 15:27:58.123 TurboTax 2021[4389:50464] ESD:Validating xml Signature...
2022-02-19 15:27:58.161 TurboTax 2021[4389:50464] EngineUpdate - FOUND CRITICAL PACKAGE with version [phone number removed] in upgrade path from current version [phone number removed]
2022-02-19 15:27:58.162 TurboTax 2021[4389:50464] EngineUpdate - 17 packages info recieved from ESD
2022-02-19 15:27:58.162 TurboTax 2021[4389:50464] EngineUpdate - Package with version no. [phone number removed] passed to updater for download
2022-02-19 15:27:58.250 TurboTax 2021[4389:50464] EngineUpdate - Callback bestValidUpdateInAppcast:
2022-02-19 15:27:58.250 TurboTax 2021[4389:50464] EngineUpdate - ESD package version [phone number removed] is higher than installed product version [phone number removed] so let us trigger package download
2022-02-19 15:27:58.251 TurboTax 2021[4389:50464] EngineUpdate - Build no. in host Info.plist is 2021.r17.078, and ESD Package version no. is [phone number removed]
2022-02-19 15:27:58.251 TurboTax 2021[4389:50464] EngineUpdate - Callback updater:didFindValidUpdate: with item [phone number removed]
[2022-02-19 15:27:57.605222] (0x000000010c1f7600) [LOG_CLOUD] [/Users/ctobuilduser/workspace/cicd-ci-ty20/CG/TTMacBuild/dev2020/Src/mta/feature/NativeAppShell/Common/LoggingHandler.mm(35) @ function : +[LoggingHandler SendLoggingEvent::]] { "tag" :"MachineIDGeneration","levelName" :"log","message" :"decryptDataLicensing : decrpytData returned nil"}

2022-02-19 15:27:58.494 TurboTax 2021[4389:50464] Terminate called after uncaught c++ exception:
0 TurboTax 2021 [phone number removed]c2d44b PrintStackAndTerminateOnUncaughtCPPException + 59
1 KSCrash [phone number removed]44ce10 _ZL21CPPExceptionTerminatev + 86
2 libc++abi.dylib 0x00007ff81ebd74d7 _ZSt11__terminatePFvvE + 8
3 libc++abi.dylib 0x00007ff81ebd7488 _ZSt9terminatev + 56
4 libdispatch.dylib 0x00007ff81ea64cdd _dispatch_client_callout + 28
5 libdispatch.dylib 0x00007ff81ea715d8 _dispatch_main_queue_callback_4CF + 951
6 CoreFoundation 0x00007ff81ed20689 __CFRUNLOOP_IS_SERVICING_THE_MAIN_DISPATCH_QUEUE__ + 9
7 CoreFoundation 0x00007ff81ece175e __CFRunLoopRun + 2752
8 CoreFoundation 0x00007ff81ece05dd CFRunLoopRunSpecific + 563
9 HIToolbox 0x00007ff82791d4f1 RunCurrentEventLoopInMode + 292
10 HIToolbox 0x00007ff82791d247 ReceiveNextEventCommon + 587
11 HIToolbox 0x00007ff82791cfe5 _BlockUntilNextEventMatchingListInModeWithFilter + 70
12 AppKit 0x00007ff82170fd88 _DPSNextEvent + 886
13 AppKit 0x00007ff82170e3f4 -[NSApplication(NSEvent) _nextEventMatchingEventMask:untilDate:inMode:dequeue:] + 1411
14 AppKit 0x00007ff821700919 -[NSApplication run] + 586
15 AppKit 0x00007ff8216d47b7 NSApplicationMain + 816
16 TurboTax 2021 [phone number removed]721b37 main + 39
17 dyld 0x000000010c17c4fe start + 462

Can someone please help me?  I need to file my taxes and time is running out.

[perleava]

I went through a similar experience a couple of weeks ago. Numerous sessions with tech support, followed all instructions, allowed the remote control etc. I am also very tech savvy. The only solution that worked for me was to use the web version of the software to complete my taxes. I then requested a refund for the download I had purchased. It was approved.

[Jeanlj]

Kiwi Ian, I escalated my issue within tech support and a more senior tech was able to help me. He had me create a separate user with admin privileges on my mac. I downloaded the software under that user. I copied my TT21 files onto a flash drive and brought them into TT under the new user. So far that has worked. Tech said this is a workaround to a known issue. It's extremely frustrating but this solution is better for me than redoing my taxes using the Web version.

[lvhauls]

I am having the same issue. I spent just over 3 hours with a TT rep and ended the call with nothing resolved. I purchased a new program with the same result. Coincidently, there was a Mac software update in between when it worked and crashed. I am thinking I should not have installed that update. 

Does TT have a solution? I still need to get my taxes done and am reluctant to call again. Very frustrating.

[Kiwi Ian]

I still haven't got it to work, spending another hour with a TT rep remotely showing them what the error message is again.  The TT Rep explained they are not allowed to accept data files from customers, so I explained how will anyone know what the error is.  I even got a 4th case number and asked the TT rep to look at the previous one for all the details, and she said it only has a short description of the problem.  Where is all the details about the 2 hours I spent on the phone showing them all the information with remote viewing too.  So it seems their developers are not getting critical information, as every TT tech support is first level of defense and have no access to the real development/technical team.  They are even outsourced as I understand.  Since it's crashing at the point it's trying to perform the update of SW, there is no way to resolve the issue without finding the local library file causing the problem or getting a new download install version (which i'm not sure how often TT updates the downloaded install version).  I didn't try another user account, as I have all my information on my main account and didn't want to have to switch back-n-forth while doing 4 sets of taxes.  So, I asked for another version that I can run on a separate windows LT and that is working now.  I was able to import last year's Mac data file so I hope I can also do the opposite when the Mac program is finally working.  I will keep monitoring this blog for any progress by TT developers.  I just checked and I have been doing my taxes with TT since 1993 and never had an issue until last year (TT20) and this year (TT21) in which the same issue occurred.  I would think that TT developers would be aware of this compatibility issue with Mac iOS Monterey v12.2.1 and work on finding the root cause over the last year, but I guess since they don't allow their TT tech support to accept log files, they can't get the error messages.  TT, please change your procedures for critical bugs like this.

[Jeanlj]

Kiwi Ian, I agree that it is very inconvenient to have to switch to a separate user in order to do taxes. It is fortunate that you have a spare windows laptop. I can't believe that TT isn't trying harder to fix this. It must be that not enough Mac users are experiencing the problem.  I too have used TT for many years on a Mac without ever having this kind of problem.  We users need to keep complaining and escalating the issue.

[Jeanlj]

Macuser22, thanks for your responses. I am not tech savvy enough to be able to figure out if my primary user account is corrupted and if anti virus software is causing it. I also didn't have any luck trying to remove TT21 software and the hidden library files. As I had reported, it made matters far worse by corrupting the software that had been working so that I had to recreate a 3rd user admin account. Very possibly I didn't remove all the files, since someone reported that not all of the files are in the hidden library folder.

Do you know where I could go to get professional tech support to help with this kind of issue? I'm thinking of visiting the Apple store, but they will probably say this is a TT issue.

[macuser_22]

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@Jeanlj wrote:

Macuser22, thanks for your responses. I am not tech savvy enough to be able to figure out if my primary user account is corrupted and if anti virus software is causing it. I also didn't have any luck trying to remove TT21 software and the hidden library files. As I had reported, it made matters far worse by corrupting the software that had been working so that I had to recreate a 3rd user admin account. Very possibly I didn't remove all the files, since someone reported that not all of the files are in the hidden library folder.

Do you know where I could go to get professional tech support to help with this kind of issue? I'm thinking of visiting the Apple store, but they will probably say this is a TT issue.

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The uninstall FAQ tells you exactally haw to remove the nexessary files.

https://ttlc.intuit.com/questions/1901210-remove-uninstall-turbotax-for-mac

[GKBikes]

After hours troubleshooting, reinstalling, etc.  on my Mac, I set up a new user account just for TT.  Works fine now, what a mess TT has made with this program, I wish I wasn't so invested in it.

[CarissaM]

We are happy to hear you were able to resolve the issue. Thank you for letting the community know how you got the issue resolved. @GKBikes

[macuser_22]

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@GKBikes wrote:

After hours troubleshooting, reinstalling, etc.  on my Mac, I set up a new user account just for TT.  Works fine now, what a mess TT has made with this program, I wish I wasn't so invested in it.

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Did you do a total uninstall and reinstall with a new download?

Here is a FAQ for how to uninstall Mac
https://ttlc.intuit.com/questions/1901210-remove-uninstall-turbotax-for-mac

To remove TurboTax from your computer, you'll need administrative rights.

Note: Substitute XX in these instructions for the 2-digit tax year of your TurboTax software.

1. Remove the application TurboTax [version] 20XX in the Applications folder.
   • Version is the version of TurboTax you currently have installed, such as Basic, Deluxe, Premier, Home Business.
2. In the Finder, select Go Go To Folder.
3. Enter ~/Library and select Go.
4. Remove the following files and folders (~/Library represents the Library folder in the current user’s home folder):

• ~/Library/Application Support/TurboTax 20XX
• ~/Library/Caches/com.intuit.TurboTax.20XX
• ~/Library/Caches/TurboTax 20XX
• ~/Library/Preferences/com.intuit.TurboTax.20XX.plist
• ~/Library/Preferences/com.intuit.TurboTax.20XX.LSSharedFileList.plist
• ~/Library/Saved Application State/com.intuit.TurboTax.20XX.savedstate
• ~/Library/Cookies/com.intuit.turbotax.20XX.binarycookies
• ~/Library/WebKit/com.intuit.turbotax.20XX
• ~/Library/Containers/com.intuit.turbotax.mac20XX
  • (This folder will only appear if you installed from the Mac App Store instead of a CD or download.)
• ~/Library/ApplicationSupport/com.apple.sharedfilelist/com.apple.LSSharedFileList.ApplicationRecentDocuments/com.intuit.turbotax.20XX.sfl
  • (This folder will only appear for OS X 10.11, El Capitan.)
• ~Library/Caches/KSCrash/TurboTax

Once you've removed those files and folders:

1. Empty your Trash.
   • Check first to that there's nothing in Trash you want.
   • If you get any errors deleting the above folders from Trash, restart your Mac and empty Trash again.
2. Install TurboTax again from the CD or download file to the Applications folder.
3. Start TurboTax from the Applications folder and let it run the updates.
4. Empty the Trash again.
5. To make sure everything is working smoothly, restart your Mac again.

[Jeanlj]

CarissaM, with all due respect, this should in no way be considered a resolution to the problem. Have to switch between users on my mac to do my taxes is an incredibly inconvenient and time-consuming workaround to a known TT software defect. I spent hours on the phone with TT tech support, I had to insist on escalating the issue before I got to somebody who helped me add an admin user as a "workaround", his words, not mine. Nobody at TT tech support tried to uninstall the software in the detailed way that including hunting for hidden library files. When I tried that myself, it did not even work. Please don't think this problem is resolved. Others have given up and used the web version. Some managed to do the detailed uninstall themselves (which TT tech support never ever attempted with me). I am a very dissatisfied TT customer. If you want to help, escalate this within TT tech support to find a true fix.

[LaurieB17]

As an update to this earlier post, I experienced a second TT crash and had to go in and do the tedious work of uninstalling all the hidden library files and reinstalling the software. I have it working again and will not close out my TT program until I am done with my taxes.  I feel TT should refund our money when this happens.  I agree with other users that this issue should be escalated so TT will fix the issue!