TurboTax 2020 install fails on Activation - screen is blank

[SForrestLO]

See this Turbo Tax FAQ for troubleshooting installation. 

Troubleshoot blank screens, missing buttons, or missing images.

If this does not resolve the issue, please contact support. 

This FAQ will provide you with the steps to contact an agent.
Contact Support

@seattlefuze

[jdfeemster]

I have Turbotax Home & Business 2021. It seems to install but fails to run at the point of activation.

[mesquitebean]

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@jdfeemster wrote:

I have Turbotax Home & Business 2021. It seems to install but fails to run at the point of activation.

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What does that mean?   Are you using the Windows version and not getting an activation screen, or is it blank, or are you having trouble displaying the field to enter the code?    If so, here's some info.

A blank, partially-blank, or missing activation screen may be related to either a screen resolution or scaling problem in your Windows settings.   In Windows 10 to get to the scaling or resolution settings click the Windows start button in lower left corner, then choose Settings (gear icon), then System, then Display.   Or for a shortcut, you may be able to simply right-click on an empty area of the main Windows desktop monitor screen (not the TurboTax program screen) and in the popup menu choose "Display settings".

NOTE:  After you change the scaling or resolution setting as discussed below, you may need to close and relaunch TurboTax for the change to take place in that activation window.

First try the scaling setting.  In your Windows Settings do you have scale set to a higher value than the normal 100%?  If so, change it back to 100%. Once the license code is entered and activated, you can later change your scaling setting back like it was.

If lowering the scaling to 100% didn't help, then it may be screen resolution.  Keep the scaling at 100%, and try a lower screen resolution such as 800x600.   If that doesn't work, then try 1024x768.    If still not working, then gradually increase the screen resolution to the next level. Once you get the license activated, you can revert your resolution setting back like it was.

[seattlefuze]

I appreciate you trying to help, but is this the approach that Intuit is suggesting from corporate?  This is a clear design bug that needs to be corrected.  Has Intuit accepted that this is their problem and defined when it will be corrected?  Is our only leverage to start complaining very loudly and broadly across social media to the point that Intuit loses revenue sufficient for them to do the right thing and correct their software?

[crapgame]

It seems unconscionable that Intuit would allow this problem to continue. My TT installed correctly this year, but I haven't tried to add my second state yet, so the jury is still out. I feel reasonably comfortable that I can overcome any problem, given the fact that I did it last year, but as seattlefuze points out, that's beside the point. The point is that no one should have to do a work-around, especially more than a year after the problem first arose. Last year, this forum was what saved my bacon. TurboTax support was less than unhelpful, which I say because it took me two time-wasting conversations with two people, neither of whom had heard of the problem and neither of whom had any idea of how to solve it. Adding insult to injury, I got disconnected from one, who'd asked for my phone number in case we were disconnected, then never called me back. I've used TT for at least 20 years and had nothing but good things to say about it. Talk about a case study in how to trash your own product's previously stellar reputation.

[GaryCPA]

Funny you should ask! This problem was reported almost a year ago with the prior version of TurboTax. They obviously haven't done anything to fix it other than the "work around" that keeps being repeated on these user forums. I called in to customer support after I successfully loaded it on one computer but couldn't on the other. Once I finally got thru, the service agent walked me thru this same work around - I said I tried it and it doesn't work. Said I loaded it on my other computer just fine, but it won't work on this one. His answer? - A direct quote (not exaggerating one bit): "Then it's the computer". I said, "what do we do about it?" - His response, "Call Geek Squad" - and he hung up on me! I called back and got a different rep - he calmly walked me thru a different work around (not the display adjustments) and stayed with me till I had it working.

I emailed the Office of the President of Intuit and had a phone call back within 2 hours! She said she was surprised at my email - and pulled up the tape of  my call (yes, they record all of them) - she was shocked and appalled. They refunded my full purchase price (even though I'd purchased thru Amazon and not TurboTax directly).

I asked her why they hadn't "fixed" the real problem. She said she passed it along - but nothing concrete about getting it fixed!

[thestuarts]

Your suggestion of changing screen resolution WHILE the activation screen was being displayed worked for me. Thank you. I tried all the other tricks first, but they didn't work.