TurboTax FAQ
TurboTax FAQ

Troubleshoot blank screens, missing buttons, or missing images

You may encounter a screen that's blank or buttons and images that are missing. This article will walk you through a series of steps to attempt to resolve the issue.

If you're seeing null instead of your refund amount when using TurboTax Online on your Android device, click here instead.

Adjust Your Display Resolution

Adjusting your display resolution

  1. Click Start, and then select Control Panel (Windows 8 users, right-click start and select Control Panel)
  2. Click Display
  3. Click the Settings tab
  4. Adjust the Screen Resolution to more than 800x600 by manipulating the slider as necessary.
  5. Click OK to apply the change and close the window.

Hide the Windows taskbar

  1. Right-click with your mouse on the Windows taskbar and click Properties
  2. Select Auto-hide the taskbar
  3. Click OK to apply the change and close the window.

To unhide the taskbar, hover your mouse over the bottom of the screen and the taskbar will reappear.

Enable the Show Pictures option (Internet Explorer)

If images and buttons are not displayed correctly in TurboTax, it may be because the Show Pictures option in Internet Explorer is disabled.

To resolve this problem, ensure pictures are enabled in Internet Explorer:

  1. Close TurboTax.
  2. From the Start menu, select Settings, and then select Control Panel. (Windows 8 users, right-click start and select Control Panel)
  3. Double-click the Internet Options icon.
    • Select the Advanced tab.
    • Scroll down to the Multimedia group and ensure the Show Pictures checkbox is selected.
    • Click OK.
  4. Start TurboTax.

Enable Scripting (Internet Explorer)

The following symptoms indicate that scripting is not enabled on your computer:

  • Start Return button is missing.
  • Selecting Overview, Find Tax Help or Using TurboTax does nothing.
  • Selecting One-click Updates opens the TurboTax Setup Wizard.
  • Send Us Feedback opens a blank window.
  • The File an Extension and Amend a Return links don't work.

These symptoms are a function of your computer's settings, not your TurboTax software. To fix the problem, follow the steps below to enable scripting.

Enable scripting in Internet Explorer

  1. Close TurboTax.
  2. Open Internet Explorer.
  3. From the Tools menu, select Internet Options.
  4. Select Security.
  5. Select a zone to view or change security settings, then click Custom Level.
  6. Scroll down to Scripting, and then find Active scripting and select Enable.
  7. Select OK, then select Yes to confirm, and then select OK to close the Internet Options window.
  8. Open TurboTax. All buttons should be there, and all links restored.

More troubleshooting (TurboTax CD/download software)

Close TurboTax and then follow each step until the issue is resolved.

  • If you are running your computer with a single monitor, please check to see if your display settings are set for multiple monitors. If so, change it to a single monitor.
  • If you are running multiple monitors, try unplugging one of the monitors to see if this resolves the display issue.
  • Minimize the TurboTax Community window.
  • Click the Forms Mode button and then the Step-by-Step button. Toggling between Forms Mode and the Step-by-Step Interview will sometimes cause a slow screen to redraw.
  • If you are running Windows 7, 8, 10 or Vista, run TurboTax as an Administrator. Right-click on the TurboTax icon and select Run as Administrator.
  • Update your Windows drivers.
  • Reset all Internet Explorer security settings to default. In Internet Explorer, select Tools, Internet Options, and then click the Security tab. Click Reset all zones to default level.
  • Disable any programs installed on your computer that block content. Anti-spyware and anti-phishing programs may tap into Internet Explorer settings and cause certain display issues.
  • Disable Internet Explorer Add-ons. Click Tools, Manage Add-onsEnable or Disable Add-ons..., and make sure that Add-ons currently loaded in Internet Explorer is selected in the Show: drop-down box. Highlight each individual add-on and change the Settings to Disable. Click OK.
  • Reinstall MSXML 3.0. Instructions for that are here (microsoft.com).

If the steps above do not resolve your issue, there may be system issues preventing TurboTax from running correctly. Refer to this article for further troubleshooting.


SLN12193