Unable to install Amazon downloaded turbotax home and biz 2021

[ls184490]

Purchased when first available on 11/3/2021.   I download the file from Amazon, click on the downloaded file.   It extracts the files, then opens the window that asks if it is OK for Intuit program to modify the PC.  I click on "Yes", the window goes away and nothing happens after that.  It is almost as if I had clicked on "no".

I was able to download the file to another computer I own and use, same version of windows 10 - 21H1 and it installed correctly.  So, I know there is something different on my computer, but have no idea what it is?

[Critter-3]

Please contact support via phone for assistance with this; contact details can be found here

[ls184490]

I did contact Support via phone and they told me the software was not yet available, so that is why it would not install.   I talked with Amazon Support as well as TurboTax support.  TurboTax opened an incident for me, but I have heard nothing back from them.  Case #[phone number removed] 

[Critter-3]

There always seems to be issues with downloads thru third party sellers like Amazon when it has first come out so try again later.  You may want to uninstall the program you have now and try a fresh installation file. 

[ls184490 · Accepted solution]

This issue was never resolved for me.   However, I believe I have been able to circumvent the problem.   When I first called Turbo Tax, they told me the software was not ready for general use yet, so that may be why it would not install.  I was able to install the same download on another computer, so I was confident this is just a setting on my computer, but no idea what setting was preventing the install.  I also waited a while to call TurboTax back so the software would be generally available. I worked with TurboTax for some time on November 29, but we did not resolve the issue.   TurboTax insisted it was a Microsoft issue and that I needed to call Microsoft.   In my opinion, calling Microsoft would have been expensive and a waste of time as there was no indication from TurboTax where they were failing in the process.   I told TurboTax that if I were Microsoft and someone called me saying their application would not install, the first thing I would ask is what is it failing with or where is it failing in your install.   TurboTax had no answer for that and offered no way to trace where or why it was failing.   

So, my circumvention:   I have an Admin user account on my personal PC.  I copied the downloaded file to a common location on the C drive.  I then switched to the ADMIN user, ran the install without issues, then switched back to my personal account and all appears to be working OK.   I have been able to update TurboTax from my personal account, but just cannot install it.   I still have no idea what settings may be different on my personal account, preventing the install, but TurboTax is the only program giving me an issue.  While working with TurboTax they did try to have me install some "glance" software so they could view my PC, but that failed with an error.   So, with TurboTax simply "going away" when I tried to install and "glance" getting an error when trying to install, TurboTax support indicated I had a Microsoft problem and needed to call them.  I do agree, clearly something is different on my user account.  I do not agree it is a problem to any software other than TurboTax.   And, I suspect others will have a similar problem to mine.  If so, you may be able to resolve your issue as I did.   Hopefully, I have no further issues with the install I have in place now.

[Critter-3]

Ok ... let me see if I have this right ... 

> you have an admin account on the computer

>you installed the program as the admin user

>program installed OK

>opened program in another user account

>program works fine in other user account but will not install updates 

FIX :  give the other user ADMIN privileges   OR  go back to admin account to update (make sure the program is installed on the C drive ... that is where the updates will look for it.)

FYI ... not a techie ... just an observation

[ls184490]

Ok ... let me see if I have this right ... 

> you have an admin account on the computer   -  YES

>you installed the program as the admin user  - YES

>program installed OK  - YES

>opened program in another user account - YES

>program works fine in other user account but will not install updates  - NO - The program works fine in the other user account, which is the account I need it to work in.  And, I am able to install updates.   So, everything appears to be fine now.   If I had to install TurboTax again, for any reason, on the user account, I suspect it would not install.   But, once installed from the ADMIN account, all (except initial install) appears to be working OK from the user account.  

[ls184490]

FIX :  give the other user ADMIN privileges   OR  go back to admin account to update (make sure the program is installed on the C drive ... that is where the updates will look for it.)

Sorry, did not reply for this:  The other user is also an ADMIN account.   So, that was already done.  And, the program is installed on the common C drive, which I assume is why it works from the "other" user account.   Just cannot install from the other user account.   But, hopefully, I do not have to install again!  Everything else appears to be working OK now.  Time will tell!

[raypol01]

I entered the Turbotax key for both Premier and Turbo Tax Business and both keys indicated the product is not available until November 3 on my laptop (today is December 5th)  I then tried using the CD on a desk top computer (my kids computer that I did only as a test) and it downloaded the Turbo Tax program.   I don't have a CD reader for my laptop.  Could you please advise on why my Turbo Tax can't be downloaded and it indicates an old date.  Thank you.

[raypol01]

Having the same problem on December 5th.  Did you get this resolved?

[Critter-3]

You can still install the TurboTax software you purchased if your computer doesn't have a CD drive.

1. Start by setting up your TurboTax account if you don't already have an account with us.
   • Be sure to include your address when creating your account.
   • Don't know if you already have an account? Here's how to find out.
2. Contact us.
   • Select CD/Download and your operating system in the Which product is your question about? drop-down.
   • In the Which edition? drop-down, select the version you purchased (Basic, Deluxe, Premier, or Home & Business).
   • In the What do you need help with? box, type in, No CD drive, and select Continue.  
3. On the OK, let’s get you an answer! screen, fill out your contact information and select Get the phone number.
4. On the next screen, you’ll see our automated system phone number and your unique support ID, which you may need for your call. It will help identify you and save you time. Call the number and continue through the prompts.
   • If you’re asked why you’re calling, say, “No CD drive”.
5. After completing the phone request, you’ll receive an email to confirm your download. Follow the link to verify.
6. Your download will then available in your TurboTax account. Sign in to My Downloads and download your TurboTax software.

Related Information:

• How do I download the software I purchased at TurboTax.com?

[VolvoGirl]

@raypol01  I couldn't tell if you installed from the CD on your kid's Desktop.   If you installed from the CD it seems you can not download it from online now.  You can't do both CD and download.   See the new info on this FAQ 

https://ttlc.intuit.com/community/installing/help/i-bought-the-cd-but-my-computer-doesn-t-have-a-cd-... 

It says...

You can download your software directly from TurboTax. But, keep in mind, you can't use both the CD and the download — you must use or or the other.

So you might need to call in and ask for the download program.  Contact Customer Service
5am-5pm Pacific Time
Monday-Friday
https://support.turbotax.intuit.com/contact/

What is the Turbo Tax phone number
https://ttlc.intuit.com/community/using-turbotax/help/what-is-the-turbotax-phone-number/00/25632

[ls184490]

Just FYI here - The problem from raypol01 does not appear to be the same problem I had.   My problem is circumvented so that I can install TurboTax, but i was downloading a copy I purchased from Amazon.   I never reached the point where I could enter the provided key.   See the reply I have marked as "best Answer" for my problem.   But, again, I do not believe Raypol01 is the same problem.   Not clear if the other responses to Raypol01 question will correct your problem or not.

[gujjl1]

Same problem with version downloaded from Costco. Tried on a newer laptop and it did install. No messages that the installer failed, just extracts files and nothing more happens.

[gj60]

Downloaded from Costco this morning and have been trying ALL DAY to get it to install.  I get through everything and the updates but then it says something like "ready to do your taxes?" and says TurboTax will restart.  It goes away, but never restarts.  When you click on the icon or pull up the app where you should get a screen to type in your activation code, this is what you get...  Just a blank box...  I have uninstalled, redownloaded, rebooted...  I guess I will dig out my old computer and see if it works on it - or see if that admin account swap thing will work!