Just installed Deluxe 2019 + State, bought from Amazon download.
After installing, then updating (1/13/2019 update), then launching turbotax, it comes to an activation screen.
All of the above works fine. Entering my license, I get
"we've run into an issue connecting with your computer and can't launch turbotax"
error message -- no retry, just an option to quit.
Does anyone know what this error message really means, or have a solution? I've read the help articles saying to reboot your router, turn off virus protection, reset ipconfig, which I've tried even though these are clearly not the problem (wireshark shows turbotax communicating with the servers just fine). This is extremely frustrating. I tried downloading turbotax directly from intuit instead of amazon, uninstalled and reinstalled, no luck.
Okay, since TurboTax support was useless (uninstall turbotax. try reinstalling it), I eventually figured this out on my own. Documenting it here for others with Activation problems.
First, check:
Server: chAdmin
Address: 192.168.0.1
DNS request timed out. timeout was 2 seconds.
Non-authoritative answer:
Name: sw2prdwebbluealb-[social security number removed].us-west-2.elb.amazonaws.com
Addresses: 52.42.151.209
[…]
```(or use your ISP's dns server)
If you don't get the timeout message, then you are good to go.
Anyone? Does TurboTax acknowledge this issue and have a planned solution?
Please use the following link to contact Customer Support for further assistance regarding this matter.
https://ttlc.intuit.com/community/using-turbotax/help/what-is-the-turbotax-phone-number/00/25632
Okay, since TurboTax support was useless (uninstall turbotax. try reinstalling it), I eventually figured this out on my own. Documenting it here for others with Activation problems.
First, check:
Server: chAdmin
Address: 192.168.0.1
DNS request timed out. timeout was 2 seconds.
Non-authoritative answer:
Name: sw2prdwebbluealb-[social security number removed].us-west-2.elb.amazonaws.com
Addresses: 52.42.151.209
[…]
```(or use your ISP's dns server)
If you don't get the timeout message, then you are good to go.
I'm also on Spectrum. I checked my autoconfig settings and for some reason my UBEE router by default is giving me itself as its own dns server 192.168.1.1 and there is no way to configure it on the router. I manually set the dns to the the one listed ( shows it on the router config page) and boom it works.
TurboTax support gave me a new license key to correct... Called them back when the second key did not work. They didn't know what to do so they said IT would be giving me a call. Guess what... nobody called.
Kudos to jsbain..... Two phone calls to TTX support over an hour with each one and they could not figure it out. While on the phone with them, I found this post and was initially scared to mess around with changing my dns server address, but did, and voila, it instantly opened and works. Amazing!
I absolutely didn't want to use the on-line version and have to re=enter all the stuff I have stored for years.
Thanks again for solving this problem! Appreciate it.
-Peter
Super awesome work! That fixed the problem. Thank you so much. AWESOME!!! 😀
Thanks JSBAIN for your post. This fixed my problem as well. Altering away from dynamic IP to static IP on my router for only the Turbotax software key registration step has done the trick. Anyone else getting this error registering your Turbotax software key needs to read this.
Thanks again. I also want to thank the Intuit support person for trying everything else with me. She was the one that found this resolution to my error message in the Community Chat Room. I had been working with her for an hour and when i read this it seemed to be a workable solution. I performed this resolution at a later date without Intuit support on the line.
jsbain - thank you so much for this post - it was spot on!
Tried changing DNS settings, changing the cmd as in the suggestion. Didn't work. Changed to Gateway ISP DNS settings. Didn't work.
Still can't get activated.
Sorry, didn't work for me.
Neither the static DNS provided by my ISP - AT&T - nor the public 8,.8.8.8. or 1.1.1.1 or 8.8.4.4. worked.
Anyone have any other suggestions?
Thank you, @jsbain clearly TT folks dont know what they are doing.
Do you have any advice for this on apple? My issue has been similar, though reproducible on cellphone data/the app. I am not sure if this is spectrum...
Great post.. I had 6 hours in with Product Care folks that did not even come close to this as being a problem..
Turbo Tax 2020 issue - My Spectrum ISP Router had fixed DNS Servers defined. So, I added the primary ISP DNS Server IP address to the PC Network Interface Card (I.e. adapter) DNS primary position. I then used the Google DNS Server IP address (8.8.8.8) in the alternative position. This fixed the problem.
Intuit is using a different name for the authentication server for 2020.
The installation process on Windows 10 is the worst!!!
Disable, close all apps, and try, try, until it works.
I just tried to file and I had to go through the nightmare yet again to get the updates.
I'm a software designer/manager. This is unacceptable.
Has anyone fixed the issue? I still cant get it to work.
Do you know what the name of the authentication server is?
Duckman,
As I mentioned in my original post, you need to check your error log to see if the problem is the same.
Error logs are located in
C:\Users\[your login name]\AppData\Roaming\Intuit\TurboTax\TY19\ErrorLog
In my particular case back when I originally had this problem, it said the error was could not resolve host, and listed the auth server , which I listed in the first post. If you are having that problem, you need to change your network connection's DNS server to point to a good public DNS server, like 8.8.8.8. if you are seeing the same "could not resolve" error, that will surely fix it. If the error is different, then you should start a new thread with the error log details.
Getting this error while i register for the first time in Turbotax. Has anyone solved this ?
2022-03-19 17:23:15,259 [1] 2021.47.22.85 ERROR TurboTax -
Certificate Validation Failed.
Url : https://experimentassignment.api.intuit.com/api/v2//assignments/businessUnits/CG/users/%7Bffa024fdb9f259b94e7efd000e46ae59ee83eaa3f0ff04858b23ea95c3de3742%7D
2022-03-19 17:23:15,259 [1] 2021.47.22.85 ERROR TurboTax -
Reason : CertChainInvalid
2022-03-19 17:23:15,259 [1] 2021.47.22.85 ERROR TurboTax -
SSLPolicyError : None
2022-03-19 17:23:15,259 [1] 2021.47.22.85 ERROR TurboTax -
CertChainLength :3
2022-03-19 17:23:15,259 [1] 2021.47.22.85 ERROR TurboTax -
ChainElement-00 : CN=*.platform.intuit.ca, OU=Technology Operations, O=INTUIT INC., L=San Diego, S=California, C=US
2022-03-19 17:23:15,259 [1] 2021.47.22.85 ERROR TurboTax -
ChainElement-01 : CN=DigiCert TLS RSA SHA256 2020 CA1, O=DigiCert Inc, C=US
2022-03-19 17:23:15,259 [1] 2021.47.22.85 ERROR TurboTax -
ChainElement-02 : CN=DigiCert Global Root CA, OU=www.digicert.com, O=DigiCert Inc, C=US
2022-03-19 17:23:15,260 [1] 2021.47.22.85 ERROR Intuit.Ctg.Map -
System.Net.WebException: The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel. ---> System.Security.Authentication.AuthenticationException: The remote certificate is invalid according to the validation procedure.
Please see the TurboTax FAQ's below for assistance downloading your TurboTax software:
If the issue persists, please reach out to our TurboTax Customer Care team by clicking here.
@Cass0317 I did look into your help docs. Not much help.
Spoke to your customer care executives. Took 3 hrs of my time. No resolution yet.
Don't you have someone who can look into the logfile and give us some recommendation to resolve this issue ?
Can you please clarify what operating system and OS version you are using so that we can look into this issue further for you?