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Level 2

Question

TurboTax crashes upon launch after update

Forum|Forum|6 years ago
February 12, 2020
44 replies
354 views

I have been using TurboTax Home & Business 2019 (download program) fine until the update of February 6. After I said yes to the update, TurboTax will now launch but then crash (the window closes) shortly after the program launches. I spent about 2 1/2 hours on the phone with TurboTax support. We uninstalled and reinstalled the program a couple of times. At their suggestion, I purchased another copy of TurboTax and installed it on my computer. Same problem - the program crashes shortly after launch. I was able to install the program on a different computer and it runs fine on that computer (both computers running Windows 10). More troubling, my TurboTax Home & Business 2018 program, which had been running fine, now crashes upon launch, too.

Interestingly, TurboTax Business 2019 runs fine.

Any suggestions?

TurboTax Home & Biz Windows

DonnaLO

Level 12

If you continue to have problems please contact Technical Support using this form:

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

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pjaquetteAuthor

Level 2

I have spent another 1 1/2 hours on the phone with TurboTax support and they have been unable to help me fix this problem. They have had me uninstall all other TurboTax programs, including TurboTax Business. I've uninstalled TurboTax Home & Business 2019 at least twice. Nothing seems to work. TurboTax support has been no help at all, as well as consuming at least 4 hours of my time trying to fix the problem.

lordoftheterps

Level 2

did anyone ever find a solution. i have spent 30 hours trying to get turbo tax business to stop crashing. it started when i paid for my Wisconsin S corp . We have uninstalled installed.. on 2 computers - same thing. have tried redoing the same return 4 times, and yet it crashes every time we get to state. it also says forms are not available - all forms should be available. going insane.

pvanamst

Level 2

I had the same issue with the 2020 version of TurboTax on a MacBook Pro running MacOs Big Sur 11.2.

Try to:

1 - Create a new user account on your Mac and run Turbotax from that account. If that works, there is some corruption with the old account that you used on the Mac.

2 - I resolved this by deleting all files under ~/Library/Caches/KSCrash/TurboTax

Subsequently I was able to startup TurboTax 2020 with no issues.

The log under ~/Library/logs/com.intuit.turbotax/2020/*log will show:

2021-02-02 22:09:29.314 TurboTax 2020[6918:240595] error creating directory: Error Domain=NSCocoaErrorDomain Code=513 "You don’t have permission to save the file “ZipFiles” in the folder “KSCrash”." UserInfo={NSFilePath=file:///Users/pvanamstv2/Library/Caches/KSCrash/ZipFiles, NSUnderlyingError=[phone number removed]90 {Error Domain=NSPOSIXErrorDomain Code=13 "Permission denied"}}

2021-02-02 22:09:29.330 TurboTax 2020[6918:240595] [Crashlytics] Version 3.9.3 (128)

2021-02-02 22:09:29.367 TurboTax 2020[6918:240595] EngineUpdate - setSparkleDefaults entered

2021-02-02 22:09:29.368 TurboTax 2020[6918:240595] EngineUpdate - startAnESDAppUpdateCheck - SKUName - premier, Product Year - 2020, Current Version - [phone number removed]

2021-02-02 22:09:29.483 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.512 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.518 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.533 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.541 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.544 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.548 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.551 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.554 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.556 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.558 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.562 TurboTax 2020[6918:240595] EngineUpdate - 10 packages info recieved from ESD

2021-02-02 22:09:29.562 TurboTax 2020[6918:240595] EngineUpdate - TTMac product is already up-to-date to version [phone number removed]

2021-02-02 22:09:29.691 TurboTax 2020[6918:240595] Terminate called after uncaught c++ exception:

0 TurboTax 2020 [phone number removed]a5f97b PrintStackAndTerminateOnUncaughtCPPException + 59

1 KSCrash [phone number removed]c99e10 _ZL21CPPExceptionTerminatev + 86

2 TurboTax 2020 [phone number removed]206319 _ZL19CLSTerminateHandlerv + 360

3 libc++abi.dylib 0x00007fff203f9847 _ZSt11__terminatePFvvE + 8

4 libc++abi.dylib 0x00007fff203f97e9 _ZSt9terminatev + 41

etc, etc.

Deleting the directory and will files under step 2 resolved this issue for me. I spent 4 hours on the phone with TurboTax support and they were of no help at all

jerryu1

Level 2

the reply above about removing the fie in the library log string worked perfectly. The only problem I had to contact someone about was finding that particular library file. I had to ask my daughter and she told me to click the "go" on the top left of the screen (make sure finder is selected first) then "go to folder" down the list and type in or copy and paste the line in the post starting with the "~" (making sure to include it). and it works fine.

TiffanyL

Level 11

Thank you for sharing this information. It is our desire to find a resolution for you and others that might be having a similar experience in the program.

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AkinaLO

Level 15

This post has been deleted.

@pnjmd48 Do you have a question to ask us?

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pnjmd48

Level 2

The only question I have remaining is what is the fault or characteristic of the last update batch which triggers a memory crash??

Jillathe

Level 2

Same thing happens to me. I was just about to file and it wanted to update. Once it updated, it asked for command line access (which I didn't give it, suspecting something was wrong). Then it continues to not work. 2+ hours on with support. Still no resolution. I'm on a Mac with Big Sur 11.6.4.

@pjaquettedid you figure anything out?

cdeb1

Level 2

I have a similar issue with Home and Business 2021. It launches, I get a pop up window that says, "Please wait while we verify everything is up to date", then it shuts down. Spent 3 hours on phone 2 weeks ago, they finally told me its a bug on their side, Two weeks later same thing keeps happening.

I have 2 separate access codes and on my 5 download.

Any ideas?

CarissaM

Level 15

Please follow the instructions here to manually update the software.

Please let us know if you experience the same issue after updating. @cdeb1

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smgeels

Level 2

I am having the same problem on my WIN 10 PC with the Home & Business version.

Loaded Turbotax. It did the updates and then when I try to launch it, nothing happens. I disabled my firewall, turned off anti-virus software, bypassed my router and connected directly into cable modem: no changes. My PC is up-to-date with all OS updates.

CarissaM

Level 15

Please follow the instructions here to perform a manual update on the software.

If this does not work, please follow the instructions here to contact customer support. @smgeels

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smgeels

Level 2

I performed the manual update. Started Turbotax, entered license code, and the window closed.

No error messages.

I have uninstalled/reinstalled current version of TurboxTax plus uninstalled all previous versions.

SForrestLO

Level 11

Please see this Turbo Tax help article for MAC.
TurboTax for Mac won't open when installed.
https://ttlc.intuit.com/community/troubleshooting/help/turbotax-for-mac-won-t-open-when-installed/00/26611

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Caren4peace

Level 2

Sorry, it doesn't work. I have downloaded the 146 MB update, double clicked it to update. The error message read: "There is not enough space on the disk." I have 468 MB on my Windows (C). The OS is Windows 10. Please help! I have missed my tax filing deadline. I never missed my previous tax filing deadline.

mesquitebean

Level 15

@ Caren4peace wrote:
I have downloaded the 146 MB update, double clicked it to update. The error message read: "There is not enough space on the disk." I have 468 MB on my Windows (C). The OS is Windows 10. Please help! I have missed my tax filing deadline. I never missed my previous tax filing deadline.

See my other comment to you in this thread where in response to your statement that you could not open your installed TurboTax, I asked if you had installed and were running the program with Administrative rights.

"468 MB" is not much disk space. See this:

Minimum System Requirements:
https://ttlc.intuit.com/community/system-requirements/help/minimum-system-requirements-for-turbotax-windows-software/00/26175

It may difficult to troubleshoot technical issues in this user forum, and TurboTax technical folks do not tend to read the forum. But if you don't get any other suggestions here, you can phone TurboTax Support for realtime assistance, if needed, where it may be quicker and easier to figure out what is going on. They are open every day this time of year.

Support hours are 5AM-9PM Pacific (8AM-12 Midnight Eastern), 7 days/week

FAQ: What is the TurboTax phone number?
https://ttlc.intuit.com/community/using-turbotax/help/what-is-the-turbotax-phone-number/00/25632

terrylee5

Level 2

Canceled TurboTax after update caused it to crash. Can’t accept tax return now.

mesquitebean

Level 15

@terrylee5 wrote:
Canceled TurboTax after update caused it to crash. Can’t accept tax return now.

Not enough info to know what that means by "canceled" and "can't accept." You can explain in detail, including what OS (Mac/Windows) and version you are referring to, and see if someone is familiar with your situation. Or phone TurboTax Support and talk to them in realtime:

FAQ: What is the TurboTax phone number?
https://ttlc.intuit.com/community/using-turbotax/help/what-is-the-turbotax-phone-number/00/25632