TurboTax

File with experts
File your taxes
Experts at your fingertips

An expert helps with your taxes, or does them for you
TurboTax Expert Full Service

TurboTax Expert Assist

TurboTax Self-Employed
Prior year taxes
File myself
File myself
Do it yourself

We'll guide you step-by-step
TurboTax Do It Yourself

TurboTax Self-Employed

TurboTax Desktop
TurboTax Free

Activate your product

Prior year taxes
Business
Business
Business taxes

Get your T2 corporate return done right, your way
TurboTax Business

TurboTax Business Desktop
Tax situations
Tax situations
Tax situations

Find extra guidance for your big life moves
For investors

For 25 and younger

For self-employed

For new to Canada

For life changes
Resources
Resources
Resources

Explore tax tools, get tips, and read reviews
Personal income tax calculator

RRSP savings calculator

Learning hub

TurboTax support (FAQ)

TurboTax community
Pricing

Level 2

Question

WHY DOES THE SITE CONTINUE TO FREEZE

Forum|Forum|6 years ago
March 1, 2020
10 replies
0 views

I am wondering why the site is going so slow and freezing every time i try to continue the filing process? This has been going on without exception for about 2 weeks. I have checked many forums and i am not the only one having this issue.

The amount of time i have invested in this process now makes me feel like using turbo tax was a poor investment of my time. If you count up all the hours spent waiting and waiting along with the time taken to actually input the data, I could of spent much less time and money on a tax professional. At this point the sunk cost is adding up.

Can you please fix this. I cannot be the only frustrated long time customer who likely wont be back next year.

linaj20201

Level 14

I am not sure why. But we can try to fix it. If you are filing with TurboTax online, let's do these:

I would suggest you check your internet connection. Try to log out and sign back in the program.
You should also clear your cache and sign back into the program. To clear cache, click here: Cache
You may also try a different browser.

WBM1

Level 2

I am so frustrated this year as well - I barely even made money using Robinhood (partner of TurboTax) and I cannot file ... I get to the final step and it wants me to "check" entries (from the 1099-B I uploaded, not hand entered) and this freezes up the entire system... please please help I just want to get this crap off my to-do list.

LeonardS

Level 14

In some instances, temporary internet files can disrupt access to secure websites. If a page fails to load or you experience difficulties signing in to your account, clear your browser's temporary internet files, including cookies, cache and browser history. Then close and restart your browser.

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

blah

Level 4

I have had the same problems this year with Turbo Tax Online, it is a miserable process, it just sits there and spins forever on almost everything I try to do. I have spent nearly 3 days on tech support, they always try and blame it on on my computer and internet, I have a high speed modern computer and 360Mbps comcast internet. So, wrong wrong wrong, clearing cache is worthless as well. However now that few people are online, I was finally able to get through my Schedule K-1's, even with the constant upload issues and freeze ups.

Now I am trying to file and it just spins and spins in Review Process, I have waited for hours and hours and it is still spinning. Turbo Tax Online has become a pretty useless product and a massive waste of time. I too am wishing I had used a more professional product from another company, sadly I been using this for years back when it worked great. Now all my carry over data is stuck inside their cloud. OMG the dread of changing to a new product, but this has been so bad this year that I think I don't have any choice. I can not even file my taxes because of the Crappy Service... I wonder why they don't just update their servers, clearly they can not handle the load. Or maybe their code is just full of bugs and Thread lockups... that is likely to be the case is their backend code is so bad they are having thread locks. Many programmers I used to work with had no idea on how to use threads and properly manage them. LOL

PS : I found a solution. DO NOT USE Turbo Tax Import Feature for you broker 1099's, it will try and import every single individual transaction which causes their back end servers to roll over and play dead. Instead delete any 1099 you imported and just manually add the whole cost basis numbers instead of the individual transactions. Short Term totals, Long Term totals, etc and then their back end servers can handle it. Worked For Me.

Anonymous

I am outside the country, and there is no international number to call. Supposedly they can send a text to my US phone number...but won't send a message to an international number which is all I have..

Over two months of trying to finish filing. It just doesn't move on from "file and Pay". I would have thought they would want me to pay...but can't get any further. Two separate browsers, followed all the suggestions...nothing.

Hoping they will fix this before July 15th!

Anyone else still with these problems?

bonnie00258

Level 2

Trying to do taxes but the website keeps freezing up

TerukoL

Level 13

@bonnie00258 You may need to clear your cache and cookies. Make sure your return is saved in your TurboTax account and then sign out. Clear the cache and delete the cookies on your computer, open a new browser, sign back into your account and continue with your tax return.

If you still continue to have the same problem, please click the link to contact TurboTax customer support.

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

JustWoolf

Level 2

This is literally the laziest goddamned response you TurboTax customer service could possibly muster. I too have been on over 4 hours worth of troubleshooting calls. I've done the cookie thing, cache thing, and I've tried three different browsers across a desktop, a laptop, and on a mobile phone as well as the downloaded app. NOTHING WORKS! Get your heads out of your asses and FIX THE GODDAMNED ISSUE! It's clearly been a problem for years and is specifically tied to the 1099-B upload for the holding period.

derek15

Level 2

Same problem here! Clearing the cache and browsing data does not work. This has to be an issue with the software. If enough people complain about this issue maybe the TT team will fix the issue.

JustWoolf

Level 2

You're going to have to delete your 1099 and manually input your data to avoid their janky ass holding holding period bug. It's the only way I could finish the process.

QPZ

Level 2

Yes, this was what I did. Each time I download 1099 from the brokers, turbo tax freeze saying "not responding". I ended up typed in all the tradings. Took me two days

KatrinaLO

Level 14

You may need to clear your browser's cache and delete the cookies stored on your computer. A full or corrupted cache can keep TurboTax from functioning properly.

Please see the below FAQ for instructions on how to clear the cache and delete cookies.

Clear Cache: here

Delete cookies: here

If you have cleared your cookies and cache, updated your browser, and still receiving the same error, please click here to contact customer support.

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

oldcabdriver5867

Level 2

I had deleted cookies and the cache twice before I posted my message. I have now cleared them a third time. The site is still slow, endless waits, error messages, and freezes. I know that your procedures make this the standard answer to site-related issues. But the answer does not address the problem that I and others are having with various aspects of the software. Nor does your response deal with the basic question of having access to the forms themselves as I work through my return. The lack of access to information and having to rely upon less than complete questions that require access to it make the system much more difficult to use now than in past years. I don't want to give up on TurboTax, but your system is leaving me with little choice.

CarissaM

Level 15

If you have followed the normal troubleshooting and still encountering the same issues, please follow the instructions here to contact customer support @oldcabdriver5867.

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

oldcabdriver5867

Level 2

TurboTax's user interface is deteriorating. I'm experiencing the same aggravating slow loading, dropped connection, unresponsive problems as others here and have tried all of the site tech "solutions" mentioned. It's galling. I'm a retired major accounting firm partner. I've used TurboTax as a tool for many years, both professionally and personally. Not as some unresponsive "boss" telling me what questions to ask and denying me access to individual forms and schedules I need to see and verify myself. I've restarted my own return on a competitor's product. So far, it is outperforming TurboTax hands down. Faster, more accessible, responsive, etc. I'll ultimately file with whichever application gives me better performance and gives me confidence that it's accurate.

MIKEIVE52

Level 2

MY TURBO TAX DISC IS NOT LETTING ME DOWNLOAD TO DO MY TAXES. THIS HAS BEEN GOING ON FOR WEEKS. HOW DO I GET IT TO DOWNLOAD COMPLETELY WITHOUT SAYING TRY AGAIN AND IT STILL DO NOT WORK

NashayLO

Level 9

@MIKEIVE52 Please contact TurboTax by Phone, to get a new download.

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

rlevro

Level 2

So FRUSTRATED - and "live help" **bleep**.... **bleep** computers! All with the upgrade of $199 - yea, like I read in a previous post... LAST YEAR FOR TURBO TAX

Eva F

Level 2

Still happening 2023. I have tried to file state over and over. Turbo tax screen goes blank and nothing happens.

TerribleTax

Level 3

I called today (Feb 14, 2023) and was told that the "import feature" will be updated on Feb 16. Maybe the Import feature won't hang after that.

As of today, it hangs for me. (Desktop Windows 10 Home & Business version)

Critter-3

Level 15

Yeh that is fine to import dead last if you don't have 5 different brokerages with thousands of transactions... haha, even just one of them causes endless hours of spinning that never works.

call support and they just claim they never seen it, I finally solved the issue for years now, by never importing and just simply entering in transaction totals like your second suggestion.

I think importing is fine for someone with only a few transactions in their brokerage accounts over the past year, but when You have hundreds of pages of transactions, the import feature is not smart enough to resort to just totals and tries to import every single transaction.

I did try your first idea many times, but it just never worked for me, because just the tax review even would spin indefinately and eventually time out after 30 minutes or so and send a failure message and blame it on my high speed internet being to slow... LMAO. Even call in to support and their first claim is your internet must be to slow... LOL... even when you have super high speed interenet...

But entering the totals will work everytime, so I just manually enter everything. You have to do that anyway if you want to claim US Government dividend write off. That info you have to calculate by hand, import never takes care of that right off, for instance government bonds, are TAX free at the federal level or ETFs that are mostly based on tax free bonds, if you don't hand calculate the right off and enter it, the import will not give you the tax break you deserve.

https://ttlc.intuit.com/turbotax-support/en-us/help-article/import-export-data-files/many-stock-transactions-turbotax-handle/L43xEe8zR_US_en_US?uid=lccbfck7

Robin55555

Level 2

Seems like ticket Master. Or HP printer as Instead of needing ink it is $39.99 to input data

5 minutes to save every line in medical inputs or just timing out. 05Apr 2023

HeatherPLO

Level 14

Please try the following steps which may help clear the loop you are experiencing:

Log completely out of Turbo Tax.
Then, clear your cache and cookies within your browser and completely close out of it. I have included the Help Articles below if you need assistance with clearing cache or cookies.
Re-open the browser and log back into Turbo Tax and see if this fixes the situation.
- You can also try a different browser as well, or "incognito mode".

If none of the above steps resolve the issue, please reach back out here in the thread and someone will follow up with the next steps.

Clear Cache

Delete Cookies

@Robin55555

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

TerribleTax

Level 3

This is yet another boilerplate response. The problem is happening with the downloaded version of the program (which has been my experience), as well as the on-line version, from what I hear other say.

Clearing cache and cookies and whatever has no effect - this has been proven multiple times.