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Level 2
posted May 9, 2021 10:28:17 AM

TT 2020 stuck on activation screen after auto updates today

I downloaded, installed and activated TurboTax 2020 in Jan 2020. I've had this app opened numerous times since then with no issues.  I fired it up today to finish my 2020 taxes and the auto updates ran. When TT restarted, it hung on the Activation window.  I saw other posts that talked about disabling firewalls, etc. I did that and it still hangs. I drilled down to the error log and found the below:

 

[2021-05-09 13:15:35.764184] (0x0000463c) [LOG_CLOUD] [LoggerWrapper.cpp(58) @ function : log_cloud] {"tag":"ProductActivation","levelName":"INFO","message":"the local license file is not found"}

[2021-05-09 13:15:37.796834] (0x0000463c) [LOG_CLOUD] [LoggerWrapper.cpp(58) @ function : log_cloud] {"tag":"ProductActivation","levelName":"INFO","message":"no webentitlements found for activation "}

[2021-05-09 13:15:37.796834] (0x0000463c) [LOG_CLOUD] [LoggerWrapper.cpp(58) @ function : log_cloud] {"tag":"ProductActivation","levelName":"INFO","message":"web-entitlement activation is failed"}

[2021-05-09 13:15:37.797832] (0x0000463c) [LOG_CLOUD] [LoggerWrapper.cpp(58) @ function : log_cloud] {"tag":"ProductActivation","levelName":"INFO","message":"Launched Product Activation Screen"}

[2021-05-09 13:15:37.817739] (0x0000463c) [LOG_CLOUD] [LoggerWrapper.cpp(58) @ function : log_cloud] {"tag":"ProductActivation","levelName":"INFO","message":"Set GetData Delegates"}

[2021-05-09 13:15:37.817739] (0x0000463c) [LOG_CLOUD] [LoggerWrapper.cpp(58) @ function : log_cloud] {"tag":"ProductActivation","levelName":"INFO","message":"Set DoAction Delegates"}

[2021-05-09 13:15:39.865335] (0x000028a0) [LOG_CLOUD] [LoggerWrapper.cpp(58) @ function : log_cloud] {"tag":"ProductActivation","levelName":"INFO","message":{"category":"webShellEvent","command":"handle","payload":{"name":null,"data":null},"messageContext":null,"typeName":null}}

 

Any helpful ideas?

0 2 223
2 Replies
Level 2
May 9, 2021 12:00:34 PM

In another error log, I see: DNS Look Up for domain www.intuit.com returned 0.

 

But, nslookup for www.intuit.com returns:

C:\>nslookup www.intuit.com
Server: UnKnown
Address: 192.168.86.1

Non-authoritative answer:
Name: e9951.g.akamaiedge.net
Address: 23.10.82.205
Aliases: www.intuit.com
mktg.intuit.com.edgekey.net

 

Level 2
May 9, 2021 12:02:00 PM

I tried the following tips: screen resolution, run as admin, bounce laptop, bounce router, IP settings, and stopping all firewalls.