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.

[Jeanlj]

I am having this exact same problem. I spent nearly 2 hours on the phone with customer support today. They promised a resolution/update in 48 hours. I notice that some people suggest removing ALL files associated with TT21. Does that include the actual tax returns that I have almost completed?  I really hope not. I have removed TT21 software (not the 2021 returns that are still saved) and re-installed, I've updated the Mac O/S. I still can't open TT21. 

It seems like this should be a HUGE issue for Intuit.

[perleava]

Removing everything, including my nearly completed return, did not work. I had to use the web version of the software instead of the download, and request a refund.  

[Jeanlj]

Did customer support offer any options or solutions? The woman I spoke to said this was a recent issue and they are working on a resolution.

[perleava]

The same solutions they gave you. I spoke with 3 different tech support people. 

[Jeanlj]

Hi srssrs, can you confirm what you mean by removing all TT21 files? Does that include my nearly completed TT21 file? 

[srssrs]

Hi Jeanlj. No, I didn't remove my TT21 return, just the relevant files in the Library and the TT21 Application.

[Jeanlj]

I spent hours on the phone with support. I finally insisted that I be transferred to the next level of support. The first guy Carlos wasted 2 hours of my time. The second guy Kareem was great. He's seen this problem before. He had me set up a new user on my Mac with admin privileges. I was able to install and open TT21 under the new user, and then I copied my tax files onto a flash drive and brought them onto TT in the new user side. He said that TT doesn't know what's causing TT21 to crash. This problem started with TT21 he said. This is a workaround. I'm being very careful to save and close the tax return and exit the software each time.

[CarissaM]

Thank you for providing the steps you were able to take to get the issue resolved @Jeanlj.

[macuser_22]

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@Jeanlj wrote:

I spent hours on the phone with support. I finally insisted that I be transferred to the next level of support. The first guy Carlos wasted 2 hours of my time. The second guy Kareem was great. He's seen this problem before. He had me set up a new user on my Mac with admin privileges. I was able to install and open TT21 under the new user, and then I copied my tax files onto a flash drive and brought them onto TT in the new user side. He said that TT doesn't know what's causing TT21 to crash. This problem started with TT21 he said. This is a workaround. I'm being very careful to save and close the tax return and exit the software each time.

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In most cases just deleting the ~Library/Caches/KSCrash/TurboTax file will resolve it, but if it does not then a total uninstall and re-install should.

Corruption could have occurred in the Application or in an associated preference or support file.

The best remedy is to totally uninstall TurboTax and all associate files and then re-install. That will not delete or change any .tax2020 data file that had already been created with the tax data.

To uninstall the application and all associated files need to be deleted and then the application reinstalled. If there was a state then the state must also be reinstalled.

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

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

[Jeanlj]

Thanks for your reply. I have a Mac, updated software. I uninstalled and reinstalled TT21 many many times over the hours I spent with tech support, rebooting, clearing web history, they even sent me a new access code to use for the download. None of it worked. Please advise where to find the library file that needs to be deleted that you mention. I'd really like to be able to access TT21 under my regular user account as I have always done.  

[macuser_22]

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@Jeanlj wrote:

Thanks for your reply. I have a Mac, updated software. I uninstalled and reinstalled TT21 many many times over the hours I spent with tech support, rebooting, clearing web history, they even sent me a new access code to use for the download. None of it worked. Please advise where to find the library file that needs to be deleted that you mention. I'd really like to be able to access TT21 under my regular user account as I have always done.  

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If you re not familuar with the Users Library folder then  see the link to the FAQ I posted that has directions on how to access it.

[Jeanlj]

I found the library files. I do not have all the ones listed in the link and I have some that are not listed in the link. No one at tech support suggested deleting individual TT files from the Mac library to uninstall the software. I don’t want to make matters worse. Could anyone at tech support help me make sure to delete the correct files?

[macuser_22]

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@Jeanlj wrote:

I found the library files. I do not have all the ones listed in the link and I have some that are not listed in the link. No one at tech support suggested deleting individual TT files from the Mac library to uninstall the software. I don’t want to make matters worse. Could anyone at tech support help me make sure to delete the correct files?

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Not all of the files are always present.

What TurboTax files did you find that are not in the FAQ?

[fishgutter]

This procedure is not working for several of us on this string no matter how many times we attempt it.  I imagine the ones that are not able to resolve have much newer MACs.  I had this MACPro for 2 months.  

[Jeanlj]

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.