Turbo Tax Premier 2021, desktop - crashing at final e-file step- over and over and over

[cmmullins1s]

For years we used Turbo Tax online. This year, we purchased to the desktop version (+ state ) accidentally, but given the cost and impossibility of a refund, have gone ahead and tried to use it. We successfully e-filed Federal and KS returns. However, we also need to e-file our Missouri returns, which we paid for, and the system keeps crashing at the final step. I have closed the app, looked for updates, shut down and rebooted the computer, tried logging on with a VPN (we are overseas so cannot call for assistance), but nothing has worked. Every time we make it to the last page before payment (where it says "Do you want to save a copy before you e-file") - i don't see a place to upload screenshots here, or i would, it just crashes. Then gives me a pop up with all the code details that it says it will send to Apple "TurboTax unexpectedly quit..."  Could someone please tell me what the problem is and how to fix it?  Thank you. 

[mesquitebean]

Since you mentioned "Apple", I'll assume you are using a Mac.  I'm not a Mac person, but I'll ask @macuser_22  if he has any thoughts on how to troubleshoot your program crash when next in the forum.

[cmmullins1s]

Yes, Mac, lol. Sorry about that! 

[cmmullins1s]

Hi there...since you were kind enough to respond at all, @mesquitebean , I wonder if you could tell me. Does anyone from Intuit actually check this to chime in, or is it users/clients only? I am not sure what to do to get actual support since we are overseas and they only offer a phone number. Just curious...thanks!

[macuser_22]

Is it actually crashing of just "hanging" with a spinning beach ball?    If hanging than wait it out and let it spin for 3-45 minutes.     (At times something else on the Mac can block the print function such a virus . software.)     Or don't print.    

Usually it will eventually print and then it will no longer hang.

If it is a real crash and not a hang then:

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 .tax2021 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.

To remove TurboTax from your computer, you'll need administrative rights.

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

[mesquitebean]

---

@ cmmullins1s wrote:

Does anyone from Intuit actually check this to chime in, or is it users/clients only? I am not sure what to do to get actual support since we are overseas and they only offer a phone number. Just curious...thanks!

---

This is mainly a user community forum.  There are Intuit seasonal employees who post in the forum during the day, mainly answering tax questions and software usage questions and less commonly will they get involved in technical questions.

AFAIK, TurboTax technical support/software engineers do not tend to view and respond to posts in the forum.  Granted I don't see every post, but I see a lot and don't encounter any technical employees.  I personally think they should assign someone on a rotational basis to view the forum an hour or two a day looking for technical issues. 

If you need to reach them and can't phone the 800 number from overseas (some countries don't allow; plus I suspect it would not be free from overseas, so toll charges could add up quickly), you can reach TurboTax Support by messaging at Twitter or Facebook (links below), and let them suggest something for your issue or the best way for you to get tech support.   Even when people phone in, it can sometimes be hard for them to get to someone with a depth of technical savvy for complicated issues, especially for Mac computers, unless they are bumped up to a supervisor, etc.

But I'd first follow whatever advice macuser_22 provides you.

https://twitter.com/TeamTurboTax
or
https://www.facebook.com/turbotax

[cmmullins1s]

Thanks @macuser_22 , it is a real crash. So I will try the uninstall and reinstall instructions. Thanks so much. 

[cmmullins1s]

Thanks @mesquitebean , this is incredibly helpful too. I will try @macuser_22 's advice, and if it doesn't work, i'll use one of the social media channels you suggested. cheers, c

[cmmullins1s]

Hello @macuser_22 , unfortunately that didn't work. :( I uninstalled everything, reinstalled the software, and encountered the exact same error. Is there any way you can tell from the following code (which pops up after the software crashes) about what the problem is? thanks again, c (sending in two batches due to character limits)

Problem Report for TurboTax 2021 - TurboTax 2021 quit unexpectedly

Process: TurboTax 2021 [9220]
Path: /Applications/TurboTax 2021.app/Contents/MacOS/TurboTax 2021
Identifier: com.intuit.turbotax.2021
Version: 2021.r21.083 (2021.r21.083)
Code Type: X86-64 (Native)
Parent Process: ??? [1]
Responsible: TurboTax 2021 [9220]
User ID: 502

Date/Time: 2022-03-15 11:28:30.891 +0700
OS Version: Mac OS X 10.15.7 (19H2)
Report Version: 12
Anonymous UUID: 7181068A-68E3-7951-E739-FCCF64B8424C

Sleep/Wake UUID: C04FA2E1-5E87-487E-B6CA-ECF280C0A079

Time Awake Since Boot: 62000 seconds
Time Since Wake: 1100 seconds

System Integrity Protection: enabled

Crashed Thread: 0 tid_307 Dispatch queue: com.apple.main-thread

Exception Type: EXC_BAD_ACCESS (SIGABRT)
Exception Codes: EXC_I386_GPFLT
Exception Note: EXC_CORPSE_NOTIFY

Application Specific Information:
abort() called

Thread 0 Crashed:: tid_307 Dispatch queue: com.apple.main-thread
0 libsystem_kernel.dylib 0x00007fff7307033a __pthread_kill + 10
1 libsystem_pthread.dylib 0x00007fff7312ce60 pthread_kill + 430
2 libsystem_c.dylib 0x00007fff72ff7808 abort + 120
3 libmonosgen-2.0.1.dylib 0x000000010c41fc53 mono_handle_native_sigsegv + 611
4 libmonosgen-2.0.1.dylib 0x000000010c47663a mono_arch_handle_altstack_exception + 90
5 libmonosgen-2.0.1.dylib 0x000000010c3705d8 mono_sigsegv_signal_handler + 392
6 libsystem_platform.dylib 0x00007fff731215fd _sigtramp + 29
7 ??? [phone number removed]000000 0 + 0
8 libsystem_c.dylib 0x00007fff72fba891 __vfprintf + 5379
9 libsystem_c.dylib 0x00007fff72fe0ad3 __v2printf + 475
10 libsystem_c.dylib 0x00007fff72fc6ee7 _vsnprintf + 417
11 libsystem_c.dylib 0x00007fff72fc6f90 vsnprintf + 68
12 libLogger.dylib 0x000000010c875d2e MessageFunctor::operator()(char const*, ...) const + 238
13 com.intuit.turbotax.2021 [phone number removed]4278a5 -[TPSEntity(TPSElectronicFiling) efSelectedEstimatedPaymentListPreEfileDisplay] + 2517
14 com.apple.Foundation 0x00007fff3b4de14d -[NSObject(NSKeyValueCoding) valueForKey:] + 317
15 com.apple.Foundation 0x00007fff3b4ddfc6 -[NSObject(NSKeyValueCoding) valueForKeyPath:] + 258
16 com.intuit.turbotax.2021 [phone number removed]219f80 -[MTFEasyStepForeachBuilder buildView] + 160
17 com.apple.CoreFoundation 0x00007fff38e9f5be -[NSArray makeObjectsPerformSelector:] + 245
18 com.intuit.turbotax.2021 [phone number removed]2254f3 -[MTFEasyStepGridBuilder buildView] + 131
19 com.apple.CoreFoundation 0x00007fff38e9f5be -[NSArray makeObjectsPerformSelector:] + 245
20 com.intuit.turbotax.2021 [phone number removed]218abb -[NSArray(MTFEasyStepPrimitiveBuilder) buildView] + 43
21 com.intuit.turbotax.2021 [phone number removed]214e6a -[MTFEasyStepScreenBuilder buildPrimitives:withDelegate:] + 554
22 com.intuit.turbotax.2021 [phone number removed]2138f0 -[MTFEasyStepScreenBuilder initWithPrimitives:inView:withDelegate:] + 416
23 com.intuit.turbotax.2021 [phone number removed]32813d -[MTFEasyStepController buildPrimitives:withPosition:] + 845
24 com.intuit.turbotax.2021 [phone number removed]27b308 -[MTFEasyStepPosition buildPrimitives] + 200
25 com.intuit.turbotax.2021 [phone number removed]27b804 -[MTFEasyStepPosition beginPosition] + 36
26 com.intuit.turbotax.2021 [phone number removed]27b394 -[MTFEasyStepPosition advanceIntoPosition] + 36
27 com.intuit.turbotax.2021 [phone number removed]3267c4 -[MTFEasyStepController internalAdvanceWithResponse:] + 516
28 com.apple.Foundation 0x00007fff3b5486e2 __NSFireDelayedPerform + 415
29 com.apple.CoreFoundation 0x00007fff38e8e7f9 __CFRUNLOOP_IS_CALLING_OUT_TO_A_TIMER_CALLBACK_FUNCTION__ + 20
30 com.apple.CoreFoundation 0x00007fff38e8e35f __CFRunLoopDoTimer + 859
31 com.apple.CoreFoundation 0x00007fff38e8de47 __CFRunLoopDoTimers + 322
32 com.apple.CoreFoundation 0x00007fff38e72bea __CFRunLoopRun + 1871
33 com.apple.CoreFoundation 0x00007fff38e71e3e CFRunLoopRunSpecific + 462
34 com.apple.HIToolbox 0x00007fff37a9eabd RunCurrentEventLoopInMode + 292
35 com.apple.HIToolbox 0x00007fff37a9e6f4 ReceiveNextEventCommon + 359
36 com.apple.HIToolbox 0x00007fff37a9e579 _BlockUntilNextEventMatchingListInModeWithFilter + 64
37 com.apple.AppKit 0x00007fff360e4039 _DPSNextEvent + 883
38 com.apple.AppKit 0x00007fff360e2880 -[NSApplication(NSEvent) _nextEventMatchingEventMask:untilDate:inMode:dequeue:] + 1352
39 com.apple.AppKit 0x00007fff360d458e -[NSApplication run] + 658
40 com.apple.AppKit 0x00007fff360a6396 NSApplicationMain + 777
41 com.intuit.turbotax.2021 [phone number removed]116517 main + 39
42 libdyld.dylib 0x00007fff72f28cc9 start + 1

Thread 1:: SGen worker
0 libsystem_kernel.dylib 0x00007fff7306c882 __psynch_cvwait + 10
1 libsystem_pthread.dylib 0x00007fff7312d425 _pthread_cond_wait + 698
2 libmonosgen-2.0.1.dylib 0x000000010c5aaf5a thread_func + 202
3 libsystem_pthread.dylib 0x00007fff7312d109 _pthread_start + 148
4 libsystem_pthread.dylib 0x00007fff73128b8b thread_start + 15

Thread 2:: Finalizer
0 libsystem_kernel.dylib 0x00007fff73069e36 semaphore_wait_trap + 10
1 libmonosgen-2.0.1.dylib 0x000000010c53a561 finalizer_thread + 193
2 libmonosgen-2.0.1.dylib 0x000000010c515078 start_wrapper + 568
3 libmonosgen-2.0.1.dylib 0x000000010c5d7f97 inner_start_thread + 391
4 libsystem_pthread.dylib 0x00007fff7312d109 _pthread_start + 148
5 libsystem_pthread.dylib 0x00007fff73128b8b thread_start + 15

Thread 3:: JavaScriptCore bmalloc scavenger
0 libsystem_kernel.dylib 0x00007fff7306c882 __psynch_cvwait + 10
1 libsystem_pthread.dylib 0x00007fff7312d425 _pthread_cond_wait + 698
2 libc++.1.dylib 0x00007fff701fb592 std::__1::condition_variable::wait(std::__1::unique_lock<std::__1::mutex>&) + 18
3 com.apple.JavaScriptCore 0x00007fff3d671274 void std::__1::condition_variable_any::wait<std::__1::unique_lock<bmalloc::Mutex> >(std::__1::unique_lock<bmalloc::Mutex>&) + 84
4 com.apple.JavaScriptCore 0x00007fff3d675a7b bmalloc::Scavenger::threadRunLoop() + 299
5 com.apple.JavaScriptCore 0x00007fff3d675649 bmalloc::Scavenger::threadEntryPoint(bmalloc::Scavenger*) + 9
6 com.apple.JavaScriptCore 0x00007fff3d677d27 void* std::__1::__thread_proxy<std::__1::tuple<std::__1::unique_ptr<std::__1::__thread_struct, std::__1::default_delete<std::__1::__thread_struct> >, void (*)(bmalloc::Scavenger*), bmalloc::Scavenger*> >(void*) + 39
7 libsystem_pthread.dylib 0x00007fff7312d109 _pthread_start + 148
8 libsystem_pthread.dylib 0x00007fff73128b8b thread_start + 15

Thread 4:: com.apple.NSURLConnectionLoader
0 libsystem_kernel.dylib 0x00007fff73069dfa mach_msg_trap + 10
1 libsystem_kernel.dylib 0x00007fff7306a170 mach_msg + 60
2 com.apple.CoreFoundation 0x00007fff38e73ef5 __CFRunLoopServiceMachPort + 247
3 com.apple.CoreFoundation 0x00007fff38e729c2 __CFRunLoopRun + 1319
4 com.apple.CoreFoundation 0x00007fff38e71e3e CFRunLoopRunSpecific + 462
5 com.apple.CFNetwork 0x00007fff376a9e32 0x7fff3765f000 + 306738
6 com.apple.Foundation 0x00007fff3b5057a2 __NSThread__start__ + 1064
7 libsystem_pthread.dylib 0x00007fff7312d109 _pthread_start + 148
8 libsystem_pthread.dylib 0x00007fff73128b8b thread_start + 15

Thread 5:
0 libsystem_kernel.dylib 0x00007fff7306c882 __psynch_cvwait + 10
1 libsystem_pthread.dylib 0x00007fff7312d425 _pthread_cond_wait + 698
2 libLogger.dylib 0x000000010c88c016 boost::asio::detail::task_io_service::do_run_one(boost::asio::detail::scoped_lock<boost::asio::detail::posix_mutex>&, boost::asio::detail::task_io_service_thread_info&, boost::system::error_code const&) + 502
3 libLogger.dylib 0x000000010c88bbe1 boost::asio::detail::task_io_service::run(boost::system::error_code&) + 161
4 libLogger.dylib 0x000000010c889fbf boost::asio::io_service::run() + 47
5 libboost_thread-mt.dylib 0x000000010d164ab5 boost::(anonymous namespace)::thread_proxy(void*) + 53
6 libsystem_pthread.dylib 0x00007fff7312d109 _pthread_start + 148
7 libsystem_pthread.dylib 0x00007fff73128b8b thread_start + 15

Thread 6:
0 libsystem_kernel.dylib 0x00007fff7306c882 __psynch_cvwait + 10
1 libsystem_pthread.dylib 0x00007fff7312d425 _pthread_cond_wait + 698
2 libLogger.dylib 0x000000010c88c016 boost::asio::detail::task_io_service::do_run_one(boost::asio::detail::scoped_lock<boost::asio::detail::posix_mutex>&, boost::asio::detail::task_io_service_thread_info&, boost::system::error_code const&) + 502
3 libLogger.dylib 0x000000010c88bbe1 boost::asio::detail::task_io_service::run(boost::system::error_code&) + 161
4 libLogger.dylib 0x000000010c889fbf boost::asio::io_service::run() + 47
5 libboost_thread-mt.dylib 0x000000010d164ab5 boost::(anonymous namespace)::thread_proxy(void*) + 53
6 libsystem_pthread.dylib 0x00007fff7312d109 _pthread_start + 148
7 libsystem_pthread.dylib 0x00007fff73128b8b thread_start + 15

Thread 7:
0 libsystem_kernel.dylib 0x00007fff7306c882 __psynch_cvwait + 10
1 libsystem_pthread.dylib 0x00007fff7312d425 _pthread_cond_wait + 698
2 libLogger.dylib 0x000000010c88c016 boost::asio::detail::task_io_service::do_run_one(boost::asio::detail::scoped_lock<boost::asio::detail::posix_mutex>&, boost::asio::detail::task_io_service_thread_info&, boost::system::error_code const&) + 502
3 libLogger.dylib 0x000000010c88bbe1 boost::asio::detail::task_io_service::run(boost::system::error_code&) + 161
4 libLogger.dylib 0x000000010c889fbf boost::asio::io_service::run() + 47
5 libboost_thread-mt.dylib 0x000000010d164ab5 boost::(anonymous namespace)::thread_proxy(void*) + 53
6 libsystem_pthread.dylib 0x00007fff7312d109 _pthread_start + 148
7 libsystem_pthread.dylib 0x00007fff73128b8b thread_start + 15

Thread 8:
0 libsystem_kernel.dylib 0x00007fff7306c756 __semwait_signal + 10
1 libsystem_c.dylib 0x00007fff72fefeea nanosleep + 196
2 libsystem_c.dylib 0x00007fff72fefd52 sleep + 41
3 org.stenerud.KSCrash 0x000000010bce2a32 monitorCachedData + 757
4 libsystem_pthread.dylib 0x00007fff7312d109 _pthread_start + 148
5 libsystem_pthread.dylib 0x00007fff73128b8b thread_start + 15

Thread 9:: com.apple.NSEventThread
0 libsystem_kernel.dylib 0x00007fff73069dfa mach_msg_trap + 10
1 libsystem_kernel.dylib 0x00007fff7306a170 mach_msg + 60
2 com.apple.CoreFoundation 0x00007fff38e73ef5 __CFRunLoopServiceMachPort + 247
3 com.apple.CoreFoundation 0x00007fff38e729c2 __CFRunLoopRun + 1319
4 com.apple.CoreFoundation 0x00007fff38e71e3e CFRunLoopRunSpecific + 462
5 com.apple.AppKit 0x00007fff36285954 _NSEventThread + 132
6 libsystem_pthread.dylib 0x00007fff7312d109 _pthread_start + 148
7 libsystem_pthread.dylib 0x00007fff73128b8b thread_start + 15

Thread 10:: LocalStorage
0 libsystem_kernel.dylib 0x00007fff7306c882 __psynch_cvwait + 10
1 libsystem_pthread.dylib 0x00007fff7312d425 _pthread_cond_wait + 698
2 com.apple.JavaScriptCore 0x00007fff3d603402 WTF::ParkingLot::parkConditionallyImpl(void const*, WTF::ScopedLambda<bool ()> const&, WTF::ScopedLambda<void ()> const&, WTF::TimeWithDynamicClockType const&) + 3858
3 com.apple.WebKitLegacy 0x00007fff49ba23f5 bool WTF::Condition::waitUntil<WTF::Lock>(WTF::Lock&, WTF::TimeWithDynamicClockType const&) + 165
4 com.apple.WebKitLegacy 0x00007fff49ba55e1 std::__1::unique_ptr<WTF::Function<void ()>, std::__1::default_delete<WTF::Function<void ()> > > WTF::MessageQueue<WTF::Function<void ()> >::waitForMessageFilteredWithTimeout<WTF::MessageQueue<WTF::Function<void ()> >::waitForMessage()::'lambda'(WTF::Function<void ()> const&)>(WTF::MessageQueueWaitResult&, WTF::MessageQueue<WTF::Function<void ()> >::waitForMessage()::'lambda'(WTF::Function<void ()> const&)&&, WTF::Seconds) + 161
5 com.apple.WebKitLegacy 0x00007fff49ba4d26 WebCore::StorageThread::threadEntryPoint() + 86
6 com.apple.JavaScriptCore 0x00007fff3d61de3f WTF::Thread::entryPoint(WTF::Thread::NewThreadContext*) + 223
7 com.apple.JavaScriptCore 0x00007fff3c6eabf9 WTF::wtfThreadEntryPoint(void*) + 9
8 libsystem_pthread.dylib 0x00007fff7312d109 _pthread_start + 148
9 libsystem_pthread.dylib 0x00007fff73128b8b thread_start + 15

Thread 11:
0 libsystem_kernel.dylib 0x00007fff7306c882 __psynch_cvwait + 10
1 libsystem_pthread.dylib 0x00007fff7312d457 _pthread_cond_wait + 748
2 com.apple.Foundation 0x00007fff3b4e6896 -[NSCondition waitUntilDate:] + 144
3 com.apple.Foundation 0x00007fff3b4e8c56 -[NSConditionLock lockWhenCondition:beforeDate:] + 91
4 com.glancenetworks.GlanceFramework 0x000000010bff965b GEvent::Wait(unsigned int, bool) + 359
5 com.glancenetworks.GlanceFramework 0x000000010bf77199 _Glance::EventThread::Run() + 185
6 com.glancenetworks.GlanceFramework 0x000000010bffa296 -[ThreadExecution execute:] + 92
7 com.apple.Foundation 0x00007fff3b5057a2 __NSThread__start__ + 1064
8 libsystem_pthread.dylib 0x00007fff7312d109 _pthread_start + 148
9 libsystem_pthread.dylib 0x00007fff73128b8b thread_start + 15

Thread 12:
0 libsystem_pthread.dylib 0x00007fff73128b68 start_wqthread + 0

Thread 13:
0 libsystem_pthread.dylib 0x00007fff73128b68 start_wqthread + 0

Thread 14:
0 libsystem_pthread.dylib 0x00007fff73128b68 start_wqthread + 0

Thread 15:
0 libsystem_pthread.dylib 0x00007fff73128b68 start_wqthread + 0

Thread 16:
0 libsystem_pthread.dylib 0x00007fff73128b68 start_wqthread + 0

Thread 17:
0 libsystem_pthread.dylib 0x00007fff73128b68 start_wqthread + 0

Thread 18:
0 libsystem_pthread.dylib 0x00007fff73128b68 start_wqthread + 0

Thread 0 crashed with X86 Thread State (64-bit):
rax: [phone number removed]000000 rbx: 0x000000010e508dc0 rcx: 0x00007ff1ea5bd058 rdx: [phone number removed]000000
rdi: [phone number removed]000307 rsi: [phone number removed]000006 rbp: 0x00007ff1ea5bd080 rsp: 0x00007ff1ea5bd058
r8: [phone number removed]0130a8 r9: [phone number removed]000000 r10: 0x000000010e508dc0 r11: [phone number removed]000246
r12: [phone number removed]000307 r13: 0x00007fff99631620 r14: [phone number removed]000006 r15: [phone number removed]000016
rip: 0x00007fff7307033a rfl: [phone number removed]000246 cr2: 0x00007ff1eb6a7020

Logical CPU: 0
Error Code: 0x02000148
Trap Number: 133

[TheSpaceMonkey]

I’ve been having a similar issue with a desktop version for a Mac as well.

Uninstalled, cleared library, cleared cache, cleared all TurboTax2021 related files, reinstalled, did that all again with a different copy of TurboTax 2021. After importing the .tax file in order to complete the e-file. TurboTax still crashes leaving several pages of code, including error code: 0x02000148. 

[macuser_22]

---

@TheSpaceMonkey wrote:

I’ve been having a similar issue with a desktop version for a Mac as well.

Uninstalled, cleared library, cleared cache, cleared all TurboTax2021 related files, reinstalled, did that all again with a different copy of TurboTax 2021. After importing the .tax file in order to complete the e-file. TurboTax still crashes leaving several pages of code, including error code: 0x02000148. 

---

If you uninstall be sure to remove ALL these files.

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

[cmmullins1s]

Hello @TheSpaceMonkey ,

I eventually wrote to TurboTax on their Facebook page and it turns out this is a problem occurring for others, so they have opened a case and perhaps you could also write them and ask to be added as a user on the case? Not really sure how it will all work, but this is what they sent me via FB:

"To do so, please send an email to [email address removed] with {7410330} in the subject line. In the email, please include: 1. Full Name w/ middle initial (include Secondary taxpayer, if applicable) 2. Zip code and county 3. Phone number associated with your TurboTax account 4. Last 4 of SSN 5. Birth year only 6. Email(s) associated with your TurboTax account."

You could try to do the same, or perhaps contact them via FB as well, since they said they would be responding via that thread once they have follow up.

Cheers,

Carly

[cmmullins1s]

Sorry...intuit is removing the email from my message that they asked me to write to. It is

TurboTaxSocialCare [atsymbol] intuit.com

[mikebarry]

I didn't even get to filing. Spent 1.5 hrs entering all my info til I get to my charities and then the system locked up and to force quit turbo tax to stop pin wheel. Now when logging back on it doesn't even have all my past years info. 

Not a happy camper at all. This performance sucks. 

[vyassameer]

I have Turbo Tax Home & Business 2021 Desktop and am having the SAME issue. The whole app crashes. And first name, last name, SS and other W2 details get deleted. I tried this on TWO computers (both Windows - one Win11 & one Win10). I'm ready to e-file but it simply won't work...