Daniel O. solved the problem. Many thanks, Dan!
The solution was to remove the application from the Applications Folder, then go into the Library and delete every file and directory relating to TurboTax 2021, and finally download and install a new version.
If others encounter the same problem, please note: The information Daniel O. was kind enough to provide, headed "Remove and reinstall TurboTax for Mac," was dated July 27, 2021. I am running MacOS Big Sur (11.6). Consequently, two of the files weren't in the Library and one was in a different directory. Perhaps Intuit might consider updating that extremely useful page of information!
Please see the link here to troubleshoot further: Troubleshoot TurboTax for Mac download issues.
In addition to this, the help article TurboTax for Mac won't open when installed may provide additional insight as well.
Heather, Thank you for your prompt reply—much appreciated.
However, I'm afraid that neither link worked. Here's what happened in more detail: TurboTax Deluxe 2021 Desktop for Mac has worked perfectly for me for nearly two months. Then it crashed. There were problems with sending the error screen to Intuit, so I logged off. I tried again. Again it crashed.
I downloaded a fresh version of the software from intuit.com. However, the new copy crashes every time at the point where it checks for updates.
Thanks in advance for additional help!
Thank you for reporting this issue. We have escalated this experience for further investigation. In the meantime, you can also reach out to one of our TurboTax representatives as one-on-one support may be able to help resolve the issue as well.
Daniel O. solved the problem. Many thanks, Dan!
The solution was to remove the application from the Applications Folder, then go into the Library and delete every file and directory relating to TurboTax 2021, and finally download and install a new version.
If others encounter the same problem, please note: The information Daniel O. was kind enough to provide, headed "Remove and reinstall TurboTax for Mac," was dated July 27, 2021. I am running MacOS Big Sur (11.6). Consequently, two of the files weren't in the Library and one was in a different directory. Perhaps Intuit might consider updating that extremely useful page of information!
I am having the same issue. I had everything done with my taxes but had not filed. When I came back to review and file TT would not open. I trashed TT and reinstall with same issue. It loads and then crashes. I cannot open it.
For personal assistance with this experience, please contact Customer Support by clicking the link below.
Exact same issue. I have deleted and re-installed several times. There is no way to get answers. I am terribly frustrated.
Did you remove all the relevant Library files listed in "Remove and reinstall TurboTax for Mac" before loading and installing a fresh version? One of those Library files seems to be responsible. I haven't been able to find out which, so you have to remove every single one. In case you can't find the article, it's at ttlc.intuit.com/community/installing/help/remove-uninstall-turbotax-for-mac/00/26050
I should mention that the problem recurred last week. I did what I described in my earlier posting, that is, I removed all the relevant Library files, then reinstalled TurboTax, and it worked fine.
I am having the exact same problem and have tried the same remedies. I have talked to 2 people in Technical Support and neither have been able to help resolve this problem. The last one sent me to this blog which apparently ends with no resolution other than to contact technical support. Right now the software is inoperable after the Turbotax update and useless.
The only solution I came up with (with the 3rd tech support person I spoke with) was to request a refund and use the web version of the software to file. They are apparently not interested in making the download for Mac usable.
Thanks, I'm beginning to arrive at that same point. I actually have been using their software now every year since 1992 when it came on two (2) 3 1/2 floppies. Never had a problem like this until now. I've talked to two support agents and the second pointed me to this blog which apparently has no resolution. I hope someone in engineering is paying attention to these blogs. thanks again
@fishgutter I have used them since 94. It appears you and I are experiencing the same thing. I like using their product, but realize that I will use the web version moving forward. I have not yet heard back on the refund. The 3rd support person with whom I spoke could not process that for me. I filled out the form online and will see what the decision is.
Here are some steps to fix your issue with the software crashing on your MAC:
If this does not resolve your issue, Create a new user account on your MAC, with Admin Rights and open your software from the new account.
My Mac is perfectly up to date and I did all of the other suggestions (except creating a new admin user). The 3rd TurboTax support person I spoke with suggested using the web version of TT instead. That’s what I did 5 days ago and requested a refund for the download I paid for.
I am having this exact same problem. I spent nearly 2 hours on the phone with customer support today. They promised a resolution/update in 48 hours. I notice that some people suggest removing ALL files associated with TT21. Does that include the actual tax returns that I have almost completed? I really hope not. I have removed TT21 software (not the 2021 returns that are still saved) and re-installed, I've updated the Mac O/S. I still can't open TT21.
It seems like this should be a HUGE issue for Intuit.
Removing everything, including my nearly completed return, did not work. I had to use the web version of the software instead of the download, and request a refund.
Did customer support offer any options or solutions? The woman I spoke to said this was a recent issue and they are working on a resolution.
The same solutions they gave you. I spoke with 3 different tech support people.
Hi srssrs, can you confirm what you mean by removing all TT21 files? Does that include my nearly completed TT21 file?
Hi Jeanlj. No, I didn't remove my TT21 return, just the relevant files in the Library and the TT21 Application.
I spent hours on the phone with support. I finally insisted that I be transferred to the next level of support. The first guy Carlos wasted 2 hours of my time. The second guy Kareem was great. He's seen this problem before. He had me set up a new user on my Mac with admin privileges. I was able to install and open TT21 under the new user, and then I copied my tax files onto a flash drive and brought them onto TT in the new user side. He said that TT doesn't know what's causing TT21 to crash. This problem started with TT21 he said. This is a workaround. I'm being very careful to save and close the tax return and exit the software each time.
Thank you for providing the steps you were able to take to get the issue resolved @Jeanlj.
@Jeanlj wrote:
I spent hours on the phone with support. I finally insisted that I be transferred to the next level of support. The first guy Carlos wasted 2 hours of my time. The second guy Kareem was great. He's seen this problem before. He had me set up a new user on my Mac with admin privileges. I was able to install and open TT21 under the new user, and then I copied my tax files onto a flash drive and brought them onto TT in the new user side. He said that TT doesn't know what's causing TT21 to crash. This problem started with TT21 he said. This is a workaround. I'm being very careful to save and close the tax return and exit the software each time.
In most cases just deleting the ~Library/Caches/KSCrash/TurboTax file will resolve it, but if it does not then a total uninstall and re-install should.
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 .tax2020 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
Thanks for your reply. I have a Mac, updated software. I uninstalled and reinstalled TT21 many many times over the hours I spent with tech support, rebooting, clearing web history, they even sent me a new access code to use for the download. None of it worked. Please advise where to find the library file that needs to be deleted that you mention. I'd really like to be able to access TT21 under my regular user account as I have always done.