Turbotax Premier 2022 will not activate

Forum|Forum|3 years ago
December 24, 2022
4 replies
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I purchased and downloaded Turbotax Premier 2022 to my primary PC which came with Windows 10 but was upgraded to Windows 11. It appeared to download and install just fine (many times), but every time I try to open the file, I get an error message indicating "We've hit a snag activating your product. This is most likely because something went wrong during installation." I've tried all of the troubleshooting suggestions from Turbotax and nothing works. I've also installed from a disk with the same result. I'm wondering if the problem is the upgrade to Windows 11.

Critter-3

Level 15

Check for any uninstalled WIN 11 updates ... make sure they are all installed and reboot your computer at least twice then try the TT intall again.

TROT2022Author

Level 2

Thanks for your suggestion. I checked and I'm all up to date on Windows 11 updates. I'm still getting the same message when I try to open the Turbotax file.

id453

Level 6

If you are using a firewall try disabling it before you start TT. Then restart it after it connects.

If that works then you may need to white list (allow) it so that it does not block internet access.

schallerde

Level 2

I have the same problem!! Uninstalled and reinstalled, but same problem persisted. Is there a fix for this problem??

jfcita

Level 2

I had the same problem. I tried everything, uninstall, reinstall, shutdown the firewall and everything under the sun. I changed from my 5G to my 2.4G and it worked, go and figure why but it worked. I hope this help other folks because it is frustrating and it is not right to spend 2+ hours to install a software that we pay for.

schallerde

Level 2

PLEASE -- Stop giving me badges and just fix the problem.

HeatherPLO

Level 14

Please see our Help Article here for further assistance: To troubleshoot a Windows installation.

If this doesn't resolve your matter, so we can take a closer look at your specific situation, please reach out to us directly using the Help Article here. This ensures you will get to the correct department as quickly as possible.

@schallerde

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Ribon

Level 2

I am having a similar problem with TurboTax Premier, but I'm on Windows 10. I'm installing from a CD I bought at Costco, so TurboTax internet access is not through a web browser.

I've tried uninstalling and reinstalling, with and without the firewall and antivirus on, checking and unchecking the box to allow TurboTax to gather information. I've also tried changing my screen resolution to 100% (from the recommended 125%) and 800x600. I went through the steps in the To Troubleshoot a Windows Installation page in HeatherPLO's reply, including updating Windows. I even moved my computer to literally the desk right below our wifi router so it was about 2 feet away from the router.

When I install, it goes straight to the update, and I've been able to install the program updates. This tells me that I do have internet connection. I also know I have internet connection because while I'm trying all these combinations, I've also been looking for answers on TurboTax Community.

After completing the update installation, I click on the button to restart, and usually TurboTax just shuts down. It did restart 2 or 3 times.

After that, whether TurboTax restarts on its own or I start it, I always run into a dead end when I get to the Activate Purchase step. It always tells me I'm not connected to the internet, even though I had just been able to upload and install updates, and follow various TurboTax Community links. When I click on try again, sometimes I get the same screen, but eventually I get to a blank white screen with spinning blue dots. No matter how long I wait, and I've tried waiting for hours, those dots keep spinning.

When I shut down the TurboTax at that point, and restart it, I then gen an Error 42001, Could not connect to the update site, even though I've been able to download the updates every time I did the uninstall/reinstall cycle. If I click Try Again, it usually opens the Checking for Software Updates window, and sometimes goes back to the Error 42001 window, and sometimes goes to the You're not connected to the Internet Window that also says, To activate your purchase, you'll need to connect to the internet, even though I can go a web browser and download new pages.

Help!! What's going on??

HeatherPLO

Level 14

For this, you will need to either give us a call or try to complete a return/exchange through Costco.

So we can take a closer look at your specific situation, please reach out to us directly using the Help Article here. This ensures you will get to the correct department as quickly as possible.

**Say "Thanks" by clicking the thumb icon in a post. **Mark the post that answers your question by clicking on "Mark as Best Answer"

Ribon

Level 2

I tried both, with no success.

The first rep I talked to was able to get me one step further, to being able to enter the license code before not being able to get any further, but ended the call then.

The second rep didn't even get to that point before ending the call.

I went to Costco and bought another copy of Premier, but when I tried to install and run it, I ran into the same problem with the spinning dots.

Is it possible the problem is that so many people are trying to connect to the TurboTax servers now that's the problem? Sometimes when I install (I've been through the uninstall/reinstall cycle many times), I have to try multiple times to download the updates, or sometimes the updates fail, but I've always been able to eventually complete the updates. When I get to the activate stage, sometimes I've been able to enter the license code, then the next time, without having changed anything, I can't get to that point.

I'm wondering if I should just file an extension, and try again after April 18 when, presumably, many fewer people will be trying to connect to the TurboTax servers.

If not, any suggestions for other tax prep software? If I can't activate TurboTax, I'll need something else. I've been using TurboTax for about 30 years, so I haven't been keeping up with other options.