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Level 1
posted Jan 29, 2020 6:03:11 PM

Turbotax 2019 for mac crashed

I downloaded TT 2019 from costco today and it worked all day. When I went to file both federal and state (CO) it crashed. I can't open the application. I tried restarting the computer and uninstalling the app (including the intense GO GO to folder ~library recommendations in that thread). Nothing works. I even called apple to make sure it wasn't an issue with Catalina. NO success there either. ANY Help is appreciated!

4 46 5839
24 Replies
Intuit Alumni
Jan 29, 2020 8:20:56 PM

Please contact customer support by following the instructions below.     

https://ttlc.intuit.com/replies/3300041     

But if you still feel you require additional assistance, you can contact us at (800) 446-8848.  

Not applicable
Jan 31, 2020 8:43:11 AM

I am facing the same problem.

Returning Member
Feb 2, 2020 9:10:11 AM

Same issue with me.  I have spoken to 3 customer service representatives.  We think it has been resolved, then it happens again!

Returning Member
Feb 5, 2020 6:28:38 PM

Same!!  They were not able to fix the issue for me either. 

Level 2
Feb 5, 2020 8:26:45 PM

I spoke to Customer support for almost two hours with joy. I returned my download via COSTCO and purchased the CD version only to have the same problem...exact same problem. My only solution was to load the CD on my windows laptop and finish filing it from there. Not sure I’ll be using TurboTax next year if they can’t fix this for Mac. I’ve been using it on my Mac for over 10 years. This is the first time I’ve had so many unresolved issues. 

Level 2
Feb 5, 2020 8:28:04 PM

That should say I had NO joy

Level 1
Feb 9, 2020 6:00:15 PM

Same thing with my Amazon download. Wasted so many hours uninstalling, reinstalling, rebooting, trying 2 different computers, speaking with customer service...nothing. Intuit should at least inform us there is a problem so we don’t waste our time. If there isn’t a fix soon, gonna have to say adios to TT.

Level 1
Feb 10, 2020 8:10:41 AM

Has there been a fix announced for this? 

 

TurboTax is now holding me hostage. I can't file my returns because Mac TT keeps crashing! I can't just re-do them in the PC version because I can't upload my Mac return into the PC version. This is terrible!  

 

Please don't tell me to contact Customer Support. I did and all they offered was a free copy of the PC version...as if that solved all the problems. 

Level 2
Feb 10, 2020 9:47:38 AM

I'm using 2019 TT Home & Business + State download with MacOS Mojave 10.14.6. I can't preview or print IL State return! With every attempt, I get the spinning beachball and have to force quit TT. No problem with preview or print with Federal return.

I was on the phone with TT support for two hours & nothing they suggested solved the issue. They said this problem has been reported by many users with various state returns. They generated a Defect Submission and said they will actively try to resolve the problem.

TT needs to fix this issue and soon! I've been using TT on a Mac for 15 years. This year may be the last.

Level 2
Feb 10, 2020 6:19:14 PM

If you use the TurboTax file you created with your Mac software, on the PC version it will work. Once I uploaded the PC version software to my PC laptop, it was the only way I was able to file my taxes this year. Not sure if I’ll be using TurboTax again with my Mac next year if they can’t resolve this. I hope that helps!

Level 1
Feb 11, 2020 1:14:53 PM

Thank you Navy8r100922!

I opened my 2019 file in the PC version and had no problems (other than having to pay the $19.99 fee again). I'll be requesting a refund. Bigger win was being able to file my taxes! 

Level 2
Feb 13, 2020 6:08:05 AM

I had the exact same problem last night. Got through paying for CA state, the program froze with the mac wait icon every time I hovered over the window. I waited 10 minutes and it was still frozen. I then force quitted the app, then relaunched and the same "please wait while it checks for any updates" then crash or quit.
I've tried moving the program to the trash, emptying trash, reinstalling.

I've tried the above then restarting the mac.

I've tried manually cleaning all app files, using a helper program to clean all app files.

I've tried saving the session data saved and doing the above.
It's always crash after that "updates" window.

Not applicable
Feb 13, 2020 11:52:24 AM

I'm sorry for the inconvenience. Since your issue is unresolved please  Contact us!

Level 3
Feb 13, 2020 4:56:10 PM

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.

Level 2
Feb 13, 2020 5:36:21 PM

So I wouldn't try it again until they fix this issue with paying for state filing. I've escalated within Intuit separately.

Level 3
Feb 13, 2020 5:44:18 PM

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.

Level 3
Feb 13, 2020 8:54:10 PM

Update:

 

Note - I've also cross-posted in https://ttlc.intuit.com/community/taxes/discussion/turbotax-premier-crashes-on-macos-catalina-10-15-3-s[product key removed]hed/00/1053284

 

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.

Level 1
Feb 18, 2020 12:53:21 PM

I ran into the same issue where after paying for CA efile fee, the app crashed and then it wouldn't restart. I deleted all the Library files mentioned above, uninstalled and reinstalled the app, restarted my Mac and still the app fails to start.

I called support and was on the phone with them for over 2 hours, they were very helpful but we were not able to resolve the issue.

I am still unable to run TurboTax Premier 2019 even after Intuit support provided me a new download.

Waiting for a solution.

Level 1
Feb 20, 2020 4:13:53 PM

Trying to e-file the federal and state, paid for the State and E-file and when the system transfers my Returns  to TT to start the e-file process, it disappears and comes back with a long Crash message.  Can someone from TT engineering respond to this?  

New Member
Feb 24, 2020 2:22:01 PM

You guys, I finally figured it out!  

 

When you get to the E-file for the State where it crashes when you hit the close button, notice there is a second small close button in the very bottom right of the popup window.   If you press this close button instead of the big blue one then it closes without crashing.  Hope this works for you all.

Level 1
Feb 24, 2020 4:08:55 PM

Yes! Worked for me!

Returning Member
Mar 1, 2020 12:55:03 PM

I get only a "TurboTax 2019 has unexpectedly quit" window and complete failure to launch the app at all. No update screen or verification option or anything. Also on Catalina, and also product (Premiere) purchased from Costco

Level 1
Mar 2, 2020 2:12:09 PM

Is there a planned fix for this issue from Intuit?

Intuit Alumni
Mar 3, 2020 9:47:17 AM

Please contact support below for download issues. 

https://support.turbotax.intuit.com/contact/