TurboTax Premier Crashes on MacOS Catalina 10.15.3 (stack trace attached)

[Anonymous]

Looks like some critical update flow triggered a bug in TT where the app crashes on launch. From the logs. Not sure if others experienced it or not but it died very quickly. I did  a screen capture since I noticed some dialog boxes fly by and it died at the place where the app is rendering  "A critical update" notice.

2020-01-31 10:36:13.156 TurboTax 2019[22777:168326] Check=>1
2020-01-31 10:36:13.157 TurboTax 2019[22777:168326] Check=>1
2020-01-31 10:36:13.179 TurboTax 2019[22777:168326] [Crashlytics] Version 3.9.3 (128)
2020-01-31 10:36:13.195 TurboTax 2019[22777:168326] EngineUpdate - setSparkleDefaults entered
2020-01-31 10:36:13.196 TurboTax 2019[22777:168326] EngineUpdate - startAnESDAppUpdateCheck - SKUName - premier, Product Year - 2019, Current Version - 2019.010.0100
2020-01-31 10:36:13.429 TurboTax 2019[22777:168326] EngineUpdate - FOUND CRITICAL PACKAGE with version 2019.080.0100 in upgrade path from current version 2019.010.0100
2020-01-31 10:36:13.429 TurboTax 2019[22777:168326] EngineUpdate - FOUND CRITICAL PACKAGE with version 2019.090.0100 in upgrade path from current version 2019.010.0100
2020-01-31 10:36:13.429 TurboTax 2019[22777:168326] EngineUpdate - FOUND CRITICAL PACKAGE with version 2019.110.0100 in upgrade path from current version 2019.010.0100
2020-01-31 10:36:13.429 TurboTax 2019[22777:168326] EngineUpdate - FOUND CRITICAL PACKAGE with version 2019.101.0100 in upgrade path from current version 2019.010.0100
2020-01-31 10:36:13.430 TurboTax 2019[22777:168326] EngineUpdate - FOUND CRITICAL PACKAGE with version 2019.120.0100 in upgrade path from current version 2019.010.0100
2020-01-31 10:36:13.430 TurboTax 2019[22777:168326] EngineUpdate - FOUND CRITICAL PACKAGE with version 2019.130.0101 in upgrade path from current version 2019.010.0100
2020-01-31 10:36:13.430 TurboTax 2019[22777:168326] EngineUpdate - 7 packages info recieved from ESD
2020-01-31 10:36:13.430 TurboTax 2019[22777:168326] EngineUpdate - Package with version no. 2019.152.0102 passed to updater for download
2020-01-31 10:36:13.434 TurboTax 2019[22777:168326] EngineUpdate - Callback bestValidUpdateInAppcast:
2020-01-31 10:36:13.434 TurboTax 2019[22777:168326] EngineUpdate - ESD package version 2019.152.0102 is higher than installed product version 2019.010.0100 so let us trigger package download
2020-01-31 10:36:13.434 TurboTax 2019[22777:168326] EngineUpdate - Build no. in host Info.plist is 2019.r01.018, and ESD Package version no. is 2019.152.0102
2020-01-31 10:36:13.434 TurboTax 2019[22777:168326] EngineUpdate - Callback updater:didFindValidUpdate: with item 2019.152.0102
2020-01-31 10:36:13.655 TurboTax 2019[22777:168326] Terminate called after uncaught c++ exception:
0 TurboTax 2019 0x000000010deb646b PrintStackAndTerminateOnUncaughtCPPException + 59
1 KSCrash 0x0000000110c70e10 _ZL21CPPExceptionTerminatev + 86
2 TurboTax 2019 0x000000010e888f49 _ZL19CLSTerminateHandlerv + 360
3 libc++abi.dylib 0x00007fff632c4dc7 _ZSt11__terminatePFvvE + 8
4 libc++abi.dylib 0x00007fff632c4d79 _ZSt9terminatev + 41
5 libdispatch.dylib 0x00007fff660f6522 _dispatch_client_callout + 28
6 libdispatch.dylib 0x00007fff66101bc4 _dispatch_main_queue_callback_4CF + 1105
7 CoreFoundation 0x00007fff2ec83e00 __CFRUNLOOP_IS_SERVICING_THE_MAIN_DISPATCH_QUEUE__ + 9
8 CoreFoundation 0x00007fff2ec43b8a __CFRunLoopRun + 2370
9 CoreFoundation 0x00007fff2ec42bd3 CFRunLoopRunSpecific + 499
10 HIToolbox 0x00007fff2d79865d RunCurrentEventLoopInMode + 292
11 HIToolbox 0x00007fff2d79839d ReceiveNextEventCommon + 600
12 HIToolbox 0x00007fff2d798127 _BlockUntilNextEventMatchingListInModeWithFilter + 64
13 AppKit 0x00007fff2be08ba4 _DPSNextEvent + 990
14 AppKit 0x00007fff2be07380 -[NSApplication(NSEvent) _nextEventMatchingEventMask:untilDate:inMode:dequeue:] + 1352
15 AppKit 0x00007fff2bdf909e -[NSApplication run] + 658

[DaraLO]

Since you are running Catalina, your operating system meets the requirements for installing the TurboTax CD/Download.  Have you confirmed that all other system requirements are met?  Reference:  Minimum system requirements for TurboTax Mac software

[Anonymous]

Yes. I reproduced the problem and attribute it to Home and Business Upgrade in-app. Once the upgrade happened, the problems started.

I also bought a fresh copy of Home and Business edition and installed it in a new user account and was able to reproduce the crash issue. I've sent all reports to Intuit through the app.

[cway917]

Is there an update on this?  I'm having the same issue, reinstalling doesn't help.  I'm seeing more individuals with the same issue with another thread but no help has been provided other than to point us to a link for how to update our mac from over a year ago.  Not related to this issue at all.  

The only other solution offered was to install on another PC system.  I don't have a PC to use, this is my only laptop and need to finish the taxes.  

Is this being worked on?

[CassLO]

Please contact customer service, start by clicking on Contact Us.  Answering the questions will help to ensure that your call is properly routed.

[cway917]

Yep, I’m on the phone now, going on two hours and so far no positive results despite very courteous agents. 

[tko-crash]

Per another thread (RE: Turbotax 2019 for Mac crashed):

Ran into the identical issue after downloading a $39.99 second state (PA) on Home Business 2019.  The software crashed immediately after paying the $19.99 filing fees for the 2 states.  After spending 30+ minutes on the phone with the wrong CS agent, I spoke to an agent who was more helpful.  She escalated the call to 2nd-level tech support and while they were looking at it provided me with refunds for the earlier purchases.  Now working on getting a refund on the original software (Costco).

There appears to be a cached file somewhere within the user profile that is being read on restart.  I was able to login as a temp user and start the app; but the alternate user would be required to download/pay that were already installed on the primary user.

[tko-crash]

Follow-up (also posted under the Turbotax 2019 for Mac crashed thread)

I worked from the assumption that a cached file was corrupted during the crash.  Following that assumption, I was able to get back up and running after removing (actually moved to a backup directory) all the Turbotax 2019 files under ~/Library.  

I would recommend that you do this at your own risk!

Files removed (where applicable from the "Remove and reinstall TurboTax for Mac" instructions:

• ~/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.)

Once that was done, I restarted the app and re-download the states (you should see and option for states already installed).  We'll see if I can file now.

[tko-crash]

Update:

I had some limited success in getting the app operational again.  I began by removing the ~/Library files (cached files, saved state, and etc.).  See https://ttlc.intuit.com/community/installing/help/remove-uninstall-turbotax-for-mac/00/26050 

In this case, I left the Application in tact and simply removed the localized user files.  Once the files are removed, reboot, restart the app, install the states that you have purchased (it still recognized the prior purchases), and I was back and operation.

While the app is now running, it continues to crash during the filing process (it makes it through to the point that the prior credit card transaction is recognized, and then crashes).  

I will also note, that if you choose to send the crash reports after a crash, the Library files will need to be removed again.  if the windows are closed, I am able to re-open the app again without issue.

[cway917]

Thank you!  Yes, I was able to get this to come up and this time I didn't send the crash report to TT and the app continued to work.  It amazes me that TT tech support isn't aware of this issue. 

[macuser_22]

I would be in see the actual crash report that should be seen by using the Applications Folder -> Utilities -> Console.app and probably under "User Reports"  for the latest TurboTax crash.

(This is for my knowledge only - I can forward it to the moderators but no guarantee that it will get to the developers. )

[WJB1]

Any solutions? I get stuck, it won't file and crashes, just tried twice. Haven't checked if it's charging me.

[macuser_22]

---

@WJB1 wrote:

Any solutions? I get stuck, it won't file and crashes, just tried twice. Haven't checked if it's charging me.

---

What version of Catalina are you on?   Did you install the 10.15.3 update?

[WJB1]

Yes I have 10.15.3

[macuser_22]

If 10.15.3 then  this would appear to be a Apple issue.

Some have reported that starting in the safe mode will allow printing (restart holding the shift key).

https://support.apple.com/en-us/HT201262

Others have said that a total uninstall and re-install will help:

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 .tax2019 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.

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

https://ttlc.intuit.com/questions/1901209-reinstall-turbotax-mac